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Citizen Centric Service - Canada
Articles and resources about trends and issues in the creation and use of digital content data repositories, and the development of digital strategies by government in Canada.
1
Categories
- eCitizenship - Canada
- Articles and resources about trends and issues relating to eCitizenship in Canada.
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Site Articles
- On the Road to Satisfaction: Using the Canadian Common Measurements Tool to Measure Satisfaction with Government Services
- Customer satisfaction measurement is a key focus for public service delivery and should not be relegated to an occasional one-off research task but incorporated in an ongoing journey for continuous service improvement. Measurement tools and techniques can only work if there is a prerequisite organisational cultural commitment in place. It has to be championed from the top, with chief executives openly committed to regular customer satisfaction measurement.
Added: 13 July 2010
Page views: 4,391
Rating: 1
Votes: 1
- Citizen centric service - Canada
- Articles and resources about trends and issues relating to citizen centric service in Canada.
Added: 12 December 2005
Page views: 2,132
Rating: 0.0
Votes: 0
- ServiceOne - Integrated Service Delivery a paradigm shift
- Presented by Stephen Dixon - Service New Brunswick, and Jury Konga - eGovFutures Group June 15, 2010. Presentation about how to move towards Service One - the next generation in government service delivery for Service New Brunswick, in Canada.
Added: 6 September 2010
Page views: 1,391
Rating: 0
Votes: 0
19
External Links
- Stratford Institute Citizen App Challenge
- Brainmaven Inc. Got an idea for a Citizen-App? Post your idea and start collaborating with others.
Added: 9 May 2012;
Page views: 6
Rating: 0
Votes: 0
- The Stratford Institute for Digital Media Invites Canadians to Participate in the Citizen-App Challenge
- Toronto, Ontario - Marketwire, 4 May 2012. "Having released the first-ever evaluation of provincial and territorial open government and egovernment initiatives, the Stratford Institute for Digital Media, in partnership with Brainmaven, turns to Canadian citizens to participate in the Citizen-App Challenge. Visit egov.brainmaven.com to share ideas for apps that draw on government data to provide new and useful services. Top voted ideas will be presented to the federal Advisory Panel on Open Government..."
Added: 9 May 2012;
Page views: 213
Rating: 0
Votes: 0
- Professionalizing service management
- By: Cody Dodd. Canadian Executive Government, March 23, 2012. "For leaders, the biggest challenge to improving public sector service delivery is not just identifying citizens' voices and needs. Rather, it is embedding a citizen-centred service culture throughout an organization that is receptive to those needs. Through the Institute for Citizen-Centred Service's (ICCS) Certified Service Manager (CSM) program, many organizations are turning to certification and learning as a way to enable and support culture change and to enhance service excellence..."
Added: 26 March 2012;
Page views: 210
Rating: 0
Votes: 0
- Turning customer service into a profession
- By Cody Dodd. Canadian Government Executive, November 7, 2011. "In May, Sue Corke was recognized for her unremitting commitment to putting the needs of customers and users first in public service delivery. The Heintzman Leadership Award is presented annually by the Institute of Citizen-Centred Service to an individual who has demonstrated outstanding leadership within the public sector in the promotion of citizen-centred service..."
Added: 10 November 2011;
Page views: 193
Rating: 0
Votes: 0
- Lac Carling: Businesses' expectations of government get higher
- By: Shane Schick. ComputerWorld Canada, 17 May 2011. "The Institute for Citizen-Centred Service presents Taking Care of Business 3, a national survey that looks at how companies grade the public sector. Plus: How Industry Canada is improving one of its most important portals... While Canada's public sector has prided itself in terms of providing 'e-government' services to businesses, the ICCS study showed that businesses chose the telephone as their preferred channel for resolving a problem at 62 per cent, versus the Web at 14 per cent and e-mail at 13 per cent..."
Added: 19 May 2011;
Page views: 913
Rating: 0
Votes: 0
- Taking Care of Business 3
- Institute for Citizen-Centred Service, 2011. "Taking Care of Business 3 (TCOB3) is the third pan-Canadian survey of business clients that the Institute for Citizen-Centred Service (ICCS) has conducted. Similar to previous TCOB research, as well as the companion Citizens First studies, TCOB3 was commissioned by a consortium of provincial and municipal governments for the purpose of gathering information to help measure governments' performance in the delivery of public service. Canadian governments at all levels have a vested interest in continually improving service to the public and providing services in the most cost-effective manner. Through this research governments are able to monitor their performance over time and develop new methods of delivery that meet the changing needs and desires of the Canadian public..."
Added: 19 May 2011;
Page views: 730
Rating: 0
Votes: 0
- Sharing Critical Information with the public: Lessons for Governments
- by David Eaves. 18 February 2011. "Increasingly governments are looking for new and more impactful ways to communicate with citizens. There is a slow but growing awareness that traditional sources of outreach, such as TV stories and newspaper advertisements are either not reaching a significant portion of the population and/or have little impact on raising awareness of a given issue. The exciting thing about this is that there is some real innovation taking place in governments as they grapple with this challenge. This blog post will look at one example from Canada and talk about why the innovation pioneered to date - while a worthy effort - falls far short of its potential..."
Added: 24 February 2011;
Page views: 850
Rating: 0
Votes: 0
- Regional District Okanagan-Similkameen 2010 Citizen Survey
- Regional District Okanagan-Similkameen, British Columbia, 2010. "The Regional District released the results of a Citizen's Survey of services provided within the eight electoral areas in the Regional District. Between June 30 and July 12, 400 residents were randomly selected to share their opinions and ideas about the Regional District as their local government with respect to Quality of Life, Service Satisfaction, Environment, Communications, Information Technology, and Fiscal Responsibility..." Includes the press release, executive summary and complete report on findings.
Added: 26 August 2010;
Page views: 603
Rating: 0
Votes: 0
- Nunavut's CIO: Why citizens deserve self-service
- By Jennifer Kavur. ComputerWorld Canada Creator, 12 July 2010. "Peter Baril talks about next-generation citizen services, identity management, why lines between jurisdictions need to disappear and how tech needs to filter feedback for politicians..."
Added: 14 July 2010;
Page views: 988
Rating: 0
Votes: 0
- Common Measurement Tool - CMT - Case Studies
- Institute for Citizen-Centred Service, April 2010. "CMT Case Studies: Using the CMT to move from research to results outlines the range of applications of the Common Measurements Tool (CMT) which is being used to identify drivers of satisfaction specific to each service area, measure satisfaction among various client types, provide information that can be used in both strategic and operational planning as well as enable benchmarking with peer organizations. The case studies based on experiences of three organizations serve to illustrate not just how the CMT can be implemented in various service delivery environments, but also how the results can translate into better service and, consequently, higher satisfaction ratings..."
Added: 20 May 2010;
Page views: 934
Rating: 0
Votes: 0
- Creating citizen-focused sites
- by Laura Wesley. Governing People, February 5, 2010. "... a really brief intro, with an example, on how to use data to support citizen-centric sites in government..."
Added: 8 February 2010;
Page views: 606
Rating: 0
Votes: 0
- Vancouver Embraces Lagan 311 to Deliver a 'Customer First' Oriented Service Culture
- Lagan-Powered 311 Contact Centers Proliferate Across Canada Including: Durham, Oshawa, Toronto and Winnipeg. Bethesda, Maryland, CNW Group, September 16, 2008. "Lagan, a provider of enterprise case management solutions that streamline the delivery of public services to constituents, today announced that it has been chosen by the City of Vancouver, Canada to power its 311 Contact Centre. The Lagan solution will enable the City to provide reliable, consistent responses to citizen requests, track service requests and response times, and provide feedback to departments on incoming information and service requests..."
Added: 17 September 2008;
Page views: 1,768
Rating: 0
Votes: 0
- Canada Tops at Integrated Service Delivery
- By Tod Newcombe. Government Technology, September 15, 2008. "Why is integrated service delivery, leveraged by technology, so hard to do? It's not a problem with the IT, any CIO will tell you. Rather, the trouble lies in the political challenge of rewiring a range of public-sector programs delivered by different levels of government -- often with different qualification requirements -- for citizens..."
Added: 16 September 2008;
Page views: 2,124
Rating: 0
Votes: 0
- Integrating Service Delivery Across Levels of Government: Case Studies of Canada and Other Countries - in pdf format (2323kb)
- (This document requires the use of Adobe Acrobat Reader). by Jeffrey Roy and John Langford. IBM Center for the Business of Government, 2008. Collaboration: Networks and Partnerships series. "... This report examines the progress and challenges in integrating service delivery efforts in Canada. It offers significant lessons for other countries interested in dramatically improving how they deliver services to citizens and businesses..." .
Added: 16 September 2008;
Page views: 2,633
Rating: 0
Votes: 0
- The City of Ottawa – Moving e-forward to better serve our residents
- Posted by M Collins. Ottawa Start, August 14, 2008. "The City showcased key improvements to its website that provide more citizen-centric tools to residents. Mayor Larry O'Brien and Executive Director of Business Transformation Services Stephen Finnamore highlighted some of the new web features that give easy access to information that residents want and plans that support the Report of the Mayor’s Task Force on eGovernment..."
Added: 19 August 2008;
Page views: 1,572
Rating: 0
Votes: 0
This category last updated: 9 May 2012
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