ICCS Speaks to Toronto Public Library Management Council

On February 27, 2007, ICCS (Institute for Citizen Centred Service) staff presented the findings of Citizens First 4 to the Toronto Public Library Management Council.  Over eighty senior managers from across the City of Toronto were interested in learning about how the findings from Citizens First 4 could help them identify priorities for service improvements. Of particular interest was how those findings pertained to citizens' concerns over security and privacy.  Karen Prokopec, Program Manager and project lead for Citizens First 5, discussed with the group the key findings from the research; specifically, the drivers of customer satisfaction, solutions to citizen concerns about security and privacy and the linkage between customer satisfaction and trust and confidence in public institutions.

 

Citizens First 5 Subscription

Citizens First 5 is the latest in a series of world-class research initiatives focused on offering Canadian public sector managers insight into citizens' views of government services, and providing trends and suggestions on where to focus service quality improvements for greatest results.   Citizens First (CF) research studies have taken place approximately every two years since 1998. They have asked Canadians: how they perceived the quality of public services; what their expectations were when receiving services; what factors drive their satisfaction with service, access and confidence in the public sector; what areas of public-sector service delivery they saw as priorities for improvement.   The research has also provided an invaluable perspective on the ways in which government service delivery has evolved (i.e. citizens are significantly more satisfied now than when this research started), and feedback on topical issues (i.e. strategies to address customer concerns regarding privacy and security of personal information when using on-line services). The empirically-based findings have been used extensively in developing customer-driven service policies and delivery strategies at the national, provincial, territorial, and municipal levels.   Citizens First 5 will replicate certain measures from past surveys to allow comparisons over time, as well as probe new areas. Subscribers to this study will work with the ICCS to finalize research objectives and guide the questionnaire development process.   For subscription levels and opportunities or for further information, please contact Karen Prokopec at karen.prokopec@iccs-isac.org or by telephone at 416-325-5822.