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)Add to Cart
Copies of older reports from the series may be available upon request. Please contact us for more information.
About Citizens First
The Citizens First series takes an in depth look at how citizens experience government services. Over the years, Canadians have been asked what they think about the delivery of public services, what are their expectations, and what they see as the priorities for improvement.
Use the research findings to gain a deeper understanding of how citizens experience government services. This knowledge enables you, as a service provider, to improve service based on a citizen perspective and empirical evidence.
Originally published in 1998, Citizens First was coined as a landmark study that focused on citizen-centred service delivery. Over the years, the Citizens First series has changed and grown, introducing new elements and increasing the depth of understanding of how citizens experience government services.
“The Citizens First series has established the gold-standard for research on public sector service delivery, not only in Canada, but around the world. The distinctive methodology and approach have equipped public sector managers with the tools they need to identify action priorities for service improvement in the public sector.” Ralph Heintzman