Research

Public sector organizations are increasingly adopting an “outside-in” perspective when delivering service to the public rather than being internally focused. Governments across Canada are making a difference by embracing a “citizen-centred” approach to service delivery experience.

You can improve the service delivery experience of your public sector organization by paying attention to the interests and opinions of citizens. This approach is instrumental in defining expectations, setting priorities, and establishing service standards.

Our Flagship Research Studies

Using data collected through the Citizens First and Business First (formerly called Taking Care of Business), we support research and analysis of service improvement. Focus is placed on understanding the drivers of satisfaction and identifying areas for service improvement.

Citizens First and Business First are complementary. Citizens First surveys the general public on their service experience, while Business First surveys business clients on their service experience.

We’re here to help you. Though our research, we work hard at finding new and better ways to harness public input. Our purpose is simple, to assist you in obtaining actionable insights to improve service delivery in the public service.

Busi­ness First 2019

​Business First 2019 is the latest study in the research series, previously entitled Taking Care of Business, that examines Canadian businesses' perceptions of government services. (Download only)

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Cit­i­zens First 8

Citizens First 8 presents a comprehensive look at how clients view government services and places increased emphasis on providing actionable data for service executives and managers across the public sector. While the study continues to delve into the areas examined in previous surveys, such as service reputation, client experience and expectations, it also employs innovative approaches that offer new insights on key issues facing the public sector today. With this objective in mind, the study introduces methodologies that take advantage of the latest in behavioural science, as well as incorporates data from other research with the aim of providing a fresh perspective on government and new technologies. (Download only)

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Cit­i­zens First 8 — Sum­ma­ry Report

Overview of key findings and recommendations from the Citizens First 8 study. (Download only)

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