Think tank

Institute for Citizen-Centred Service

ICCS

Toronto, Canada

ICCS's mission is to promote high levels of citizen satisfaction with public sector service delivery. ICCS achieves its mission by undertaking research to identify citizens' service needs and expectations and assisting the public sector in identifying and applying innovative, best practice service solutions that support quality service across all channels. The mandate of ICCS is to (1) serve as a center of expertise and a champion for citizen-centered service across service channels and throughout the public sector; (2) undertake research into citizens' expectations, satisfaction, and priorities for service improvement and be a repository of knowledge about attitudes towards public-sector service; (3) monitor the progress of the public sector in improving citizen satisfaction with public-sector service delivery and promote ways of recognizing excellence in citizen-centered service; (4) be the custodian of the Common Measurements Tool and electronic CMT in the public sector and provide a CMT data repository and benchmarking service for public-sector organizations; (5) be a center of expertise in E-government and electronic service delivery; and (6) become a center for the development of publications, training modules, and other management tools required by the public sector to promote the improvement of service delivery across the public sector.

Contact details

Website:
http://www.iccs-isac.org

Address:
99 Wellesley Street West, Whitney Block Room 3310, 3rd Floor Toronto, Ontario, Canada M7A 1W4

Country:
Canada

Sub-region:
Northern America

Areas of focus

Geographics of focus
Canada
Operating languages
English , French

Organisation details

Business model
Non-profit
Institutional affiliations
Government
Year founded
2001
Age (years)
Institute for Citizen-Centred Service
 21
Canada average
 34
Global average
 31
Founded by
Founders: N/A
Leadership
Leader(s) (2021): Dan Batista, Executive Director
Leader gender: Male
Leader(s) (2020): Dan Batista, Executive Director
Leader gender: Male
Leader(s) (2019): Dan Batista, Executive Director
Leader gender: Male
Staff size
2021
Institute for Citizen-Centred Service
 6
Canada average
 26
Global average
 86
2019
Institute for Citizen-Centred Service
 6
% Female staff
2021
Institute for Citizen-Centred Service
 50%
Canada average
 53%
Global average
 48%
2019
Institute for Citizen-Centred Service
 50%
% Female researchers
2019
Institute for Citizen-Centred Service
 0%
Canada average
 23%
Global average
 35%

Organisational performance

Financials
2020
Institute for Citizen-Centred Service
 $626,900
Canada average
 $6,241,133
Global average
 $199,879,694

Social

Likes (2021)
Institute for Citizen-Centred Service
 46
Canada average
 18,027
Global average
 30,815
Likes (2019)
Institute for Citizen-Centred Service
 39
Twitter
Followers (2022)
Institute for Citizen-Centred Service
 524
Canada average
 12,790
Global average
 19,207
Followers (2021)
Institute for Citizen-Centred Service
 499
Followers (2019)
Institute for Citizen-Centred Service
 425
Followers (2022)
Institute for Citizen-Centred Service
 0
Canada average
 6,743
Global average
 14,632
Followers (2021)
Institute for Citizen-Centred Service
 0
Followers (2019)
Institute for Citizen-Centred Service
 0
Followers (2022)
Institute for Citizen-Centred Service
 182
Canada average
 8,296
Global average
 16,334
Followers (2019)
Institute for Citizen-Centred Service
 42

Data notes

Last updated: 08/06/2021
Rating of data accuracy (find out more): Authenticated
Data sources consulted: NIRA Think Tank Directory, Organisation´s website
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