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The Institute for Citizen-Centred Service and the CIO Community

The Institute for Citizen-Centred Service and the CIO Community. Presentation for PSCIOC Members by the ICCS Review Committee July 2003. The Genesis of the Institute for Citizen-Centred Service.

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The Institute for Citizen-Centred Service and the CIO Community

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  1. The Institute for Citizen-Centred Service and the CIO Community Presentation for PSCIOC Members by the ICCS Review Committee July 2003

  2. The Genesis of the Institute for Citizen-Centred Service • In 2000-2001, PSSDC asked IPAC to help create and “incubate” an Institute for Citizen Centred Service; • At the same time, PSCIOC asked IPAC for help in relocating the PSCIOC website to IPAC/ICCS; • In May 2001, the Institute’s mandate and work plan was approved by federal, provincial and territorial PSSDC officials meeting in Toronto; • In the summer of 2001, the Institute’s first staff members (Nicholas Prychodko and Charles Vincent) were seconded from the Governments of Ontario and Canada respectively to begin the Institute’s work of research, benchmarking and best practice dissemination for the Service and CIO communities.

  3. 1. Why Was ICCS Created? • 1. To provide a platform for the Service community’s research on citizen and businesses’ needs and expectations; • 2. To be the measurement and benchmarking centre and repository for federal, provincial and municipal Common Measurements Tool data;

  4. Why was ICCS Created? • 3. To serve as a repository and disseminator of knowledge and best practices across the public sector; • 4. To be a place where our community’s accumulated knowledge is maintained through political, policy and fiscal cycles, and where the service agenda is championed over the long term.

  5. 2. The Opportunity • The PSCIOC ESD website was integrated into the ICCS website in 2001-2002; • With the development of a joint PSSDC-PSCIOC Council with an integrated strategic agenda, and with the current joint review of the ICCS role and mandate, we now have an opportunity to ask how ICCS could increase its value to the CIO community across the country.

  6. 3. What Value Does ICCS Provide PSCIOC and the Broad GOL Community? • World Class Research Results: • ICCS produces the cost-effective research that has helped position Canada as the world leader in GOL (e.g. Citizens First-3 and Taking Care of Business); • Identification of the drivers of client satisfaction on the E-Channel, and other channels; • Identification of the key drivers of client satisfaction with government web sites; • Data to analyze citizens and businesses’ multi-channel and simultaneous-channel usage; • ICCS can be commissioned to undertake specific research to support the CIO’s E-service business agenda

  7. What Value Does ICCS Provide PSCIOC and the Broad GOL Community? • World Class Measurement and Benchmarking: • Measurement is a major issue for GOL initiatives; the Common Measurements Tool and citizen-centric research are key features of Canada’s measurement advantage, according to Accenture; • The new version of the CMT is designed for use on the E-Channel and to evaluate service on the e-channel; • The ICCS benchmarking data base allows jurisdictions to compare their results with other jurisdictions; • Citizens First-3 data allows jurisdictions to compare client satisfaction with their websites with other jurisdictions.

  8. What Value Does ICCS Provide to PSCIOC and the Broad GOL Community? • World Class Knowledge and Best Practices • The ICCS web site is an authoritative source for the CIO community on service to citizens and businesses; • The ICCS website provides specific sections for the CIO community on Electronic Service Delivery and on E-Government (including the latest international developments on e-consultation and e-voting); • ICCS staff can provide information to CIO’s staff on research findings and good practices, in Canada and elsewhere, in support of their work, including through ICCS learning events; • ICCS provides a bi-weekly electronic newsletter for the community on new developments in service and ESD.

  9. 4. How Can PSCIOC Members Support the Further Development of ICCS? • 1. Serve on the PSSDC-PSCIOC Research Committee; • 2. Identify research projects to serve the CIO community and participate as funding partners in the major ICCS research projects, approved by the Research Committee; • 3. Help guide the development of the ICCS as Board Members, if ICCS becomes a legal entity; • 4. Participate in and support ICCS learning events; • 5. Contribute data and best practices to the ICCS website and to the CMT benchmarking data base; • 6. Contribute to the implementation of the ICCS Business Plan through full or part-time staff, assistance in-kind, and/or core funding.

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