Board of Directors

Dan Batista

Executive Director, Institute for Citizen-Centred Service

Dan Batista comes to the ICCS from the Government of Canada where he was the Senior Director of Service Delivery and Partnerships in the Small Business branch of Industry Canada (IC). As the Senior Director, he was responsible for managing key services to small businesses and entrepreneurs including the Canada Business Network, BizPaL and a number of web-based information products. In addition, Dan led the Service for Business initiative at IC, which included the development of the departmental service strategy, the establishment of a user-centred design service lab and the advancement of the Canada Revenue Agency (CRA) business number as the federal government’s common business identifier.

Prior to becoming Senior Director of Service Delivery and Partnerships, Dan held several Director level positions related to online service delivery, innovation and trade within Industry Canada and Foreign Affairs and International Trade.

Dan has a Master of Public Administration degree from Carleton University and a Master of Electronic Commerce degree from Dalhousie University.

In recognition of his commitment and dedication to developing innovative online services for Canadian citizens and business over the course his career, Dan received a Queen Elizabeth II Diamond Jubilee Medal in 2012 and the Institute for Citizen-Centred Service 2013 Ralph Heintzman Leadership Award.

Natasha Clarke

ICCS Vice-President and Associate Deputy Minister & Chief Digital Officer, Government of Nova Scotia, Service Nova Scotia

Natasha Clarke is the Associate Deputy Minister & Chief Digital Officer at Service Nova Scotia. She has over 19 years of experience leading transformational initiatives for the public and private sectors, and has been a Public Sector Service Delivery Council member since 2011. Since 2009, Natasha has championed multiple integrated service delivery initiatives for Service Nova Scotia and its partners. These have included such notable bundles as “Electronic Birth”, “Restaurant and Accommodations”, and “Convenience Store”. In her Digital Services role, Natasha is leading the creation of digital services that focus on human centered design and are just simple, clear and easy to use. Natasha has a Bachelor of Agricultural Economics from Dalhousie University, and a diploma in Applied Information Technology from ITI. Prior to her joining the Nova Scotia Government, Natasha worked as a management consultant in the private sector where she focused on partnering with public/private sector clients to enable their business transformation and process improvement projects.

Anik Dupont

Director General, Identity Policy and Programs Directorate, Integrity Services Branch Service Canada

Anik Dupont is Director General, Identity Policy and Programs, Integrity Services Branch in Service Canada at Employment and Social Development Canada. She is responsible for the Social Insurance Numbers Program and the Vital Events Linkages program and is working with Provinces and Territories on the management and exchange of life event information. She is also responsible for the management and implementation of the Identity Management Policy for individuals and business for the department. These responsibilities have aligned well with her involvement in the development of Canada’s Digital Interchange – a pan-canadian approach to identity management and validation.

Prior to her current position, Anik was working at Indigenous and Northern Affairs Canada where she was responsible for the negotiation and settlement of specific claims across Canada. Prior to that work she lead negotiations of modern treaties and self-government agreements with various Indigenous groups in her role as Senior Negotiator and Chief Federal Negotiator. She began her career with the Government of Canada in program administration and support services.

Anik holds a Masters Degree in Public Administration from L’École Nationale de l’Administration Publique from l’Université du Québec en Outatouais.

Carroll Francis

Supervisor, Customer Contact Centre, City of Brantford

Carroll Francis has over 25 years municipal experience in various roles and is a graduate of McMaster University in Human Resources. Carroll has led the implementations of 2-1-1 and 3-1-1 services in the Region of Peel in her past role as Service Delivery Advisor. In her current role, Carroll utilizes her passion, skills and experience to help advance citizen-centred service delivery across the organization. With an emphasis on the City’s customer service strategy and a collaborative approach, Carroll works to ensure customer service excellence to all employees and citizens.

Past Board roles include Chair of the 2-1-1 Operators Group advancing 2-1-1 Service Delivery across Ontario and Human Resources Advisor to the Bridge Prison Ministry program, dedicated to successfully reintegrating offenders back into the community.

Carroll is currently the Treasurer of the Municipal Service Delivery Officials Board.

Karla Hale

ICCS President & Director, Community Connections, Region of Peel

Karla Hale is the Director of Community Connections and PAMA for the Region of Peel with responsibility for multi-channel service delivery across more than 16 lines of business within Health Services, Human Services, Public Works/Transportation, Corporate Services and Peel Art Gallery, Museum and Archives (PAMA).  As a graduate of the University of Waterloo and Queen’s Business Program, Karla has used her experience and innovation to lead teams implementing service enhancements and initiatives.  Focus has been driven to improve and design new service delivery models that enhance access and experience with Regional services and programs.  Karla’s expertise is in leading staff to successful outcomes for residents across her very diverse portfolio. 

Karla also holds a number of Board roles including Municipal Service Delivery Officials (MSDO) and Public Sector Service Delivery Council (PSSDC) and Ontario 211. 

Ron Hinshaw

Executive Director, Service Delivery, Technology, Innovation & Citizen Services, British Columbia

Ron Hinshaw is a graduate of the University of Victoria and began working for the Province of British Columbia in 1992. Ron has enjoyed a diverse career as a program manager in the Ministry of Forest; a Performance Consultant with the Public Service Employee Relations Commission; and a Director with Forest Renewal BC, a BC Crown Corporation, where he was responsible for the wood products market development programs in the Value Added Section.

Ron is currently the Executive Director, with Service BC responsible for the operation of 62 Service BC Centers in communities across British Columbia and the Service BC Contact Centre ensuring the easy access to services and information to citizens for a wide range of government programs. Ron has been with Service BC since 2003 and has served as the Government Agent in Courtenay and the Regional Director for the Vancouver Island South Coast region.

Areas of professional interest include leadership development, business planning and performance management / measurement.

Christian Laverdure

Director General, Tribunal Services, Immigration Refugee Board

Christian (Chris) Laverdure is the Director General of Tribunal Services at the Immigration Refugee Board of Canada.  This entails service delivery for the Immigration and Refugee Divisions as well as the appeals divisions.  Services include: the Registry, CIO, Linguistic and Research Services.  Chris was previously the Director General of the Services for Business Branch and the Office of Consumer Affairs at Innovation, Science and Economic Development. The main focus of both offices was to offer services that are client-centric.  

Chris previously came from the policy arm of the Acquisitions Branch at Public Services and Procurement Canada.  Prior to joining the Acquisitions Policy Branch, Chris worked as Chief of Staff to the Deputy Minister and Departmental Assistant to the Minister of that same department.  

Before joining the federal public service in 1999, Chris spent seven years in the private sector, as a management consultant (teaching project management, strategic management and speaking skills) and another seven years in the para-public sector as director of finance and administration and director of policy for not-for-profit national organizations.  

Nancy MacLellan

ICCS Past President & President and Chief Executive Officer, Housing Nova Scotia, Government of Nova Scotia

Nancy MacLellan started her career in the travel industry. She came to government in 1997 as a Director of Service Delivery and Operations for Access Nova Scotia, and accepted two assignments over the coming years: Treasury Board in 2001 for two years and Director of Court Services (Justice) for an 18 month assignment.

Nancy returned to Service Nova Scotia and Municipal Relations in the fall of 2005, and became an Executive Director, leading the areas of strategy, registries, and service delivery. In December 2013, Nancy accepted a position as an Associate Deputy Minister of the Department of Community Services. Nancy was appointed to the Public Service Superannuation Plan Trustee Inc. in 2013 and she also serves as the Vice Chair of the Board, and Chair of the Governance, Communications, and Member Services Committee.

In January 2019, Nancy was appointed as President and Chief Executive Officer, Housing Nova Scotia.

Paul Pierlot

Director, Regulatory Accountability, Manitoba Finance, Government of Manitoba

Paul Pierlot is Director Regulatory Accountability, Manitoba Finance, the Government of Manitoba's newest Special Operating Agency, which provides an integrated suite of services for businesses and entrepreneurs. He is responsible for service innovation and development, regulatory analysis and red tape reduction, partnership development, BizPaL and other online services, and administration of the Business Number in Manitoba.

In addition to his role as a member of the Public Sector Service Delivery Council and Co-Chair of the Service to Business Community of Practice, Paul is a member of the Standards Council of Canada (SCC) Board and Vice Chair of the SCC Provincial-Territorial Advisory Committee. He also represents Manitoba on several other inter-jurisdictional committees, including the FPT Committee on Regulatory Governance and Reform, and the National BizPaL Steering Committee.

Prior to his current position, Paul was Senior Project Manager with the Secretariat to the Community and Economic Development Committee (CEDC) of Cabinet where he was responsible for economic strategy, investment attraction and industry development. Prior to moving to CEDC he was Senior Analyst with the Treasury Board Secretariat of Manitoba. Before coming to Manitoba, Paul held Senior Advisor positions with Justice Canada and the Telecommunications Policy Branch of Industry Canada in Ottawa, Ontario. He began his career with the Government of Canada as an Economist with the ICT Industry Development Branch of Industry Canada.

Paul holds a Masters Degree in Economics from the University of Toronto, an Honours Degree in Economics from Simon Fraser University, and an Associate Marketing Degree from Kwantlen Polytechnic University.

Roma Robinson

Senior Manager, Executive Council, Human Resource Secretariat, Government of Newfoundland and Labrador

Judy Ross

VP Enterprise Services, Service New Brunswick

A native of Labrador City, Newfoundland and Labrador, Judy Ross moved to New Brunswick to attend university.  In 1987, Judy graduated from the University of New Brunswick with a Bachelor of Science in Computer Science and started her career as a programmer with the Province of New Brunswick.

She held numerous information technology positions throughout government before joining Service New Brunswick (SNB) in January 2003.  Since joining SNB, Judy has accrued several years’ experience in progressive management roles in the area of corporate planning with responsibility for a variety of functions including Strategic Planning, Continuous Improvement, Privacy and Legal support, Customer Relationship Management, Communications, and Policy and Legislative support.

Currently Judy is the Vice President of Enterprise Services, overseeing the delivery of payroll, accounts payable, translation, marketing, Web, print and mail services to the Government of New Brunswick.

In her spare time, Judy enjoys reading, curling, golfing, and spending time with her husband and their two sons.

Silvano Tocchi

Director General, Canada Revenue Agency

Silvano Tocchi joined the Canada Revenue Agency’s Digital Services Directorate in the Fall of 2014.  He is responsible for managing the CRA’s three online portals as well as improving their design, adding to their capabilities and expanding their reach.  Previously he contributed a variety of labour market program and policy challenges at Employment and Social Development Canada.  He has also held posts in the House of Commons and at the Treasury Board Secretariat.

Silvano earned a Diplôme d'études supérieures in international relations from the Institut universitaire de hautes études internationales in Geneva as well as BA with Honours in History and a Concentration in Political Science from the University of Ottawa.

Harry Turnbull

Executive Director, IT, City of Windsor and MISA East Member, City of  Windsor

Harry Turnbull has 30 years’ experience working within municipal government working his way through the ranks to his current role as the CIO and Executive Director of IT for the City of Windsor.  Harry is currently Vice Chair of the Board for the Connecting Windsor Essex Smart community initiative.  He has served several roles with the Municipal Information Systems Association of Ontario (MISA) including President.  He also represents the municipalities in Eastern Canada on the Public Sector CIO Council and is a former Co-Chair of that group.   As a result of all this work the municipality has received several awards including:  2 GTEC Gold Medals and 1 Silver for Innovative Partnerships and projects, OLA partnership award and multiple Excellence in Municipal Systems awards.  Harry has earned individual IT leadership awards including the National Peter Bennett and Provincial, Roy Wiseman and Regena Lerke awards for outstanding contributions to the municipal IT sector.   Harry earned his Bachelor of Computer Science degree at the University of Windsor.

Chad Vickers

Director, Employer Services, Government of Saskatchewan

Chad Vickers is the Director of Employer Services in Saskatchewan’s Ministry of the Economy. Chad was born and raised in Regina, and has held a variety of marketing, business development, strategic planning and program management roles in both the private and public sectors since 2000.

Chad holds a Bachelor of Administration Degree (Distinction) from the University of Regina, and was the first person in Canada to earn the Certified Service Manager (CSM) designation from the Institute for Citizen-Centred Service (ICCS).

Chad sits on the Board of Directors for the ICCS as well as Gardiner Park Child Care Incorporated.  He also volunteers his time with the Regina Multisport Club and is a mentor in the Government of Saskatchewan’s Corporate Mentorship Program.

Nicholas Wise

Chief Information Officer, Public Safety Canada

Nicholas Wise is the Chief Information Officer of Public Safety Canada.  Prior to his current position, Nicholas was Executive Director for the Service and GC2.0 Policy and Community Enablement Division within the Chief Information Officer Branch at TBS. Through policy development, research and analysis he and his team are focused on: enabling an enterprise approach to service, particularly from a digital government perspective, and strong service practices in order to sustain GC excellence in serving individuals and businesses; providing direction to facilitate increased community collaboration through the use of social media tools (e.g. GCconnex and GCPedia); and, elaborating a workforce development and talent management approach to support CIOs and the CIO organization of the future.

He joined CIOB in 2014 from the Priorities and Planning Sector at TBS where he served as Executive Director for Strategic Policy and Planning. He began his career at Employment and Skills Development Canada where his responsibilities ranged from policy development for a workplace skills strategy to international relations managing bilateral cooperation with China on human resource development issues.

He has degrees from McGill and Concordia in Middle Eastern Studies and Public Policy and Administration.

Board Advisors

Bette-Jo Hughes - Board Advisor to PSPC

Associate Deputy Minister and Chief Information Officer (Retired), British Columbia Government

Formerly, Bette-Jo was the Chief Information Officer for the Province of British Columbia. The Office of the Chief Information Officer plays a leadership role in promoting and guiding the management of government information as a strategic business asset, and supporting technology infrastructure as a key enabler of business transformation. Bette-Jo also had oversight for Service BC, where prior to her appointment, she was Assistant Deputy Minister responsible for leading cross government service delivery initiatives to improve services to the public across online, telephone and in-person channels, registry and statistical services.

Bette-Jo has been involved in the development of service delivery agreements with the private sector, including the negotiation of the Service BC – IBM Alternative Service Delivery Agreement for the provision of web channel and contact centre services.

Prior to joining the Government Agents Branch and Service BC, Bette-Jo worked at the provincial and community level in the field of community economic development. Before starting her career over 20 years ago with the British Columbia public service, Bette-Jo worked in the financial services industry, the federal government and non-profit organizations.

Bette-Jo is the British Columbia representative on the Canadian Public Sector CIO Council, and is a past President of the Board of Directors for the Institute for Citizen Centred Service.

Sharon Squire - Board Advisor to PSPC

Deputy Ombudsman, Office of the Veterans Ombudsman

Sharon is an experienced public service executive with expertise in veterans' issues, service design and delivery, social media, human resources, public service management and sport. Sharon has worked at the Office of the Veterans Ombudsman, Treasury Board Secretariat, Privy Council Office and the Office of the Chief Human Resources Officer, and other organizations where she has developed federal government-wide programs and policies. Of note is her work to better deliver Government of Canada services to Canadians. As Deputy Veterans Ombudsman, Sharon has led initiatives focused on systemic issues affecting Veterans in Canada, overseeing the publication of numerous reviews and reports.  She also recently introduced a business improvement initiative called LEAN to enhance front-line service delivery to Veterans.  An innovator, Sharon strives to find leading-edge solutions and approaches to current and future issues. Sharon is an active volunteer, mother of two and a sports enthusiast.