NCR Networking Meeting – 2001-11-29

Location: NCR – Marriage Preparation Room, Ontario Provincial Court Building

Subject:  Quality in Government: The Ontario Experience

Presentation: Not available

Speaker: Art Daniels, Assistant Deputy Minister, Ontario Public Service Restructuring Secretariat, Cabinet Office.

Background:  Art has over 35 years of experience in the Ontario Public Service, including having been ADM in 6 ministries. He has been associated with may award-winning innovations, including Teranet, Ontario Business Connects, Direct Access, Delegated Authorities and Citizens First. In 1993, he was awarded the Lieutenant Governor’s medal for public service excellence and in 2000, he was awarded the Amethyst Award for public service excellence in Ontario. In 1997, he served as the President of the Institute of Public Administration in Canada (IPAC).

Governments across the world are adopting a customer centred approach to service delivery. Measuring and analyzing service performance has become a requirement of governments to improve levels of service access, quality and customer satisfaction. Learn how Ontario has utilized a service quality strategy to shift its culture and achieve results.

This presentation was a joint venture of CPSQA and the ASQ Ottawa Valley Section. There was plenty of opportunity to discuss and ask questions as the format was highly interactive.