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.

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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