Citizens First 2026: Public Services in a Modern Era

Citizens First is evolving, and your jurisdiction can help lead the way.

Since 1998, this research has served as the benchmark for public service delivery across Canada, providing the critical intelligence governments need to:

Understand citizen experiences/expectations;
Track and examine satisfaction;
Identify priority improvement areas; and
Get ahead of emerging trends and opportunities.

The next phase in this research series introduces a modernized study approach while preserving key indicators and metrics to ensure year-over-year consistency and comparability.

As a subscriber, you will have the opportunity to help shape the direction of the research and methodologies. You will also receive detailed reports on the most pressing service challenges and opportunities facing Canadians in your jurisdiction and across the country – giving you the tools to benchmark and position your jurisdiction within the broader public service landscape.

DIGITAL SERVICES AND EMERGING TECHNOLOGIES: Where citizens are now

Digital service delivery has become the foundation of how Canadians access government. Citizens First 2026 reflects this reality and will include an enhanced focus on established digital platforms and emerging technologies like AI-powered services, mobile applications, and digital wallets.

As governments accelerate digital transformation, this study will explore whether online services are delivering on the promise of accessibility, efficiency, and trust. The research is designed to offer actionable insights into what works, what doesn’t, and improvements that will be critical to meeting evolving citizen needs.

The study’s expanded digital focus areas include:

Appropriateness: whether citizens can meaningfully access and use digital services

Awareness & Adoption – Do Canadians know what's available and how to use it?
Accessibility & Inclusivity – Do platforms serve people with disabilities, low digital literacy, or limited connectivity?
Omnichannel Integration – How effectively do digital options work alongside traditional in-person and phone-based services?
Personalization & Proactive Services – Are services tailored to individual circumstances?
Digital Literacy & Support – Do citizens have the resources to navigate government platforms confidently?

Effectiveness: whether digital services deliver results as designed

User Experience & Navigation – Are platforms intuitive and efficient?
Timeliness & Responsiveness – Do digital channels resolve service requests effectively?
Privacy & Data Security – How comfortable are Canadians sharing personal information online?
Trust & Transparency – Does digital engagement strengthen or erode public confidence in government institutions?

By analyzing these essential dimensions, Citizens First 2026 will equip public sector leaders with evidence-based insights to align digital strategies with citizen expectations, ensuring that technological advancements translate into tangible service improvements.

SUBSCRIBER BENEFITS: Intelligence that positions you ahead

Subscribers don't just receive exclusive research – they help to shape it. Key benefits include:

Study Input – Identify the focus areas that matter most to your jurisdiction and ensure the study delivers relevant insights aligned with your strategic priorities.
Tailored Findings – Receive a data-driven report that highlights trends and opportunities for improvement specific to your jurisdiction.
Full Results – Gain early access to the results of the comprehensive national survey, enabling broader benchmarking and insight into nationwide trends.

METHODOLOGY AND TIMELINE

Sampling Approach:

Jurisdictional Target: A sample size of 600 respondents per jurisdiction, with expanded completions available for premium subscribers.
National Study: A broad-scale survey of 1,000 Canadians, ensuring comprehensive insights across all regions.
Survey Methodology: Interviews conducted in a single wave, primarily online, optimizing reach and representation.

Study Timeline:

Launch Date: Research begins in January 2026, engaging respondents nationwide.
Results Release: The target date for the publication of the results is May 2026.

SUBSCRIPTION OPTIONS

Standard Subscription: Comprehensive Insights for your Jurisdiction

Includes:

600 completed responses specific to the subscriber’s jurisdiction (minimum sample sizes may vary for smaller jurisdictions).
A jurisdictional report with actionable insights to guide policy and service improvements.
A comprehensive national report analyzing trends across Canada.
Jurisdictional data files in CSV and SAV formats for deeper analysis.

Cost: $45,000 (10% discount if subscribed by Dec. 15, 2025)

Premium Subscription: Enhanced Customization & Expert Analysis

Includes Standard Subscription, plus:

Jurisdictional enhancements that tailor the research with custom survey questions (for instance, 5 to 10 additional question items – with the actual number depending on the format), expanded sample sizes, or specialized reports.
Expert presentation with findings presented in-person (where feasible) or remotely by research experts.

Cost: Starting at $55,000 (10% discount if subscribed by Dec. 15, 2025)

GET INVOLVED – HELP SHAPE THE FUTURE OF PUBLIC SERVICE DELIVERY IN CANADA!

IF YOU SUBSCRIBE BY DECEMBER 15, 2025, A 10% DISCOUNT WILL BE APPLIED TO YOUR FEE.

To subscribe or learn more, contact:

Michal Dziong, Research Director, ICCS

michal.dziong@iccs-isac.org

437-999-6210