Governments across Canada are embracing a “citizen-centred” approach to service delivery and it is starting to make a difference. The public sector has been shedding an internally-focused (or “inside-out”) perspective and has been increasingly adopting an “outside-in” perspective when delivering service to the public – a perspective where the interests and opinions of citizens are instrumental in defining expectations, setting priorities, and establishing service standards. Through our research, we at the ICCS are striving to find new and better ways to harness public input and assist others in obtaining actionable insights to improve service delivery.
Our Flagship Research #
Using data collected through the Citizens First and Taking Care of Business, the Institute supports research and analysis of service improvement. Focus is placed on understanding the drivers of satisfaction and identifying areas for service improvement. Citizens First and Taking Care of Business are complementary; CF surveys the general public on their service experience, while TCoB surveys business clients on their service experience.