NCR Networking Meeting – 2002-06-19

Location: Ottawa (Hull) – Canadian General Standards Board, Grande Prairie Room, Tower ‘B’, Place du Portage.

Subject:  “From Art to Science: How the Institute for Citizen-Centred Service is Helping Governments Improve Service Quality”.

Presentation: Attached.

Speaker: Charles Vincent, Program Manager for the Institute for Citizen-Centred Service.

Background:  Charles is currently the Program Manager for the Institute for Citizen-Centred Service (ICCS), an intergovernmental initiative focused on helping public-sector organizations improve service quality through an “outside-in” service improvement model. Through this work he has had an opportunity to work with governments across Canada and around the world.

Before joining the ICCS, Charles managed the Harvard Policy Group on Network-Enabled Services and Government. This group of 40 eGovernment leaders from across the U.S. and Canada addresses issues ranging from the use of information technology in reshaping public-sector work to the protection of privacy in an increasingly connected world. Lessons from their work have been published in a series of papers titled Eight Imperatives for Leaders in a Networked World. [Webmaster note: The archived information included a Harvard Kennedy School website URL – which, unfortunately, is no longer valid]

Charles holds a Bachelor of Arts with Honours in Political Studies from Queen’s University, Kingston, and a Masters of Public Policy from the John F. Kennedy School of Government at Harvard University.

Abstract: Founded in 2001 by an intergovernmental group of public servants responsible for service quality across Canada, the Institute for Citizen-Centred Service works to support public-sector organizations in their efforts to improve service quality. This session was designed to offer an introduction to the ICCS and an understanding of how they have been using research (e.g. Citizens First 2002, How to Conduct Customer Surveys) and tools (e.g. Common Measurements Tool) to give governments a qualitative and quantitative foundation for service improvement initiatives.