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
 20
Canada average
2021 
Global average
2021 
Leadership
Leader(s) (2019): Dan Batista
Leader gender: Male
Staff size
2019
Institute for Citizen-Centred Service
 6
Canada average
 18
Global average
 120
% Female staff
2019
Institute for Citizen-Centred Service
50% 
Canada average
38% 
Global average
42% 
% Female researchers
2019
Institute for Citizen-Centred Service
 0%
Canada average
 23%
Global average
 34%

Social

Likes (2019)
Institute for Citizen-Centred Service
 39
Canada average
 18,165
Global average
 24,298
Twitter
Followers (2019)
Institute for Citizen-Centred Service
 425
Canada average
 10,543
Global average
 15,195
Followers (2019)
Institute for Citizen-Centred Service
 0
Canada average
 4,407
Global average
 8,200
Followers (2019)
Institute for Citizen-Centred Service
 42
Canada average
 3,700
Global average
 6,791

Data notes

Last updated: 01/04/2020
Rating of data accuracy (find out more): Authenticated
Data sources consulted: NIRA Think Tank Directory, Organisation´s website
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