Playbooks
Playbooks offer a "way to try something new, a way to look at a problem slightly differently than you have before". Playbooks provide tips, strategies, examples, and best practices to help you look at ways to meet the increasing expectations of citizens/clients for a positive and simple experience.
Citizen-Centric Services Maturity Model
May 2021
Service matters. The experience people have when they are accessing government services forms their impression – positive or negative – about the effectiveness of public institutions and the level of confidence they have in them. The Maturity Model is a tool that will help assess the current effectiveness of a service experience from a citizen perspective. It will also assist in determining what changes need to be made to improve that experience.
BN Playbook
Commissioned by PSSDC’s Service to Business Working Group
The Business Number (BN) is a foundational element of the business regulatory environment –enabling businesses to connect and participate in various programs at all levels of government through a standard (or common) business identifier (SBI)
Analytics Playbook
Commissioned by Joint Councils’ Data Driven Intelligence Working Group
Now more than ever, during this pandemic, COVID-19 has highlighted the need and importance of real-time data, analytics and business intelligence services in the public sector. Data has not only been critical in responding to the pandemic, but it also has been critical in directing the public and keeping citizens informed on all that is happening and is to come. The Joint Councils (PSSDC & PSCIOC) developed an Analytics Playbook to support and advance the use of analytics across public sector organizations. The Analytics Playbook is both educational and instructive, articulating the value of analytics, identifying success factors that policy makers and leadership teams need to be thinking about advancing, and defining how organizations can get started on their analytics journey. The Analytics Playbook details notable achievements of Federal, Provincial/Territorial, and Municipal organizations with respect to the partnerships and projects that have used analytics to improve service delivery.
Service Partnerships Playbook
Commissioned by the PSSDC’s Service Network Collaboration Working Group
Within this Playbook you will find information on why you would enter a service delivery partnership, what makes a successful partnership, the steps and best practices for implementing and operating a partnership and how to measure the success of a partnership.
Behavioural Insights Playbook
Commissioned by PSSDC’s Channel Shifting Working Group
“Digital” is a hot topic these days, and it’s not just in the private sector. Governments are looking to enhance the way they design and deliver services to clients by looking to digital solutions. This means making services available online or through mobile applications. This also means looking at ways to meet the increasing expectations of clients for a positive and simple experience.
