Public Sector Service Delivery in Canada

Like the private sector, service expectations of public sector organizations are rising... as is the demand for performance measurement of service delivery and the need to demonstrate return on investment for service delivery resource allocation. In the face of this, public sector service managers are facing unprecedented pressure to show continual improvement in the service they deliver.

This new report, Public Sector Service Delivery in Canada, explores the factors driving client service delivery satisfaction, the channels that are becoming increasingly popular, and the expectations citizens have of each channel.

Data for this report were generated from the Institute for Citizen-Centred Service's Citizens First, a highly-regarded national syndicated study of public service delivery. The ICCS is a non-profit organization that supports public-sector organizations in achieving high levels of citizen and business satisfaction. The results are intended to help those working in the public sector, or in regulated private sector organizations, to better understand service satisfaction with various levels of government.