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ARCHIVED - Service Improvement Initiative Learning Event

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Ottawa Congress Centre
March 8th, 2001



Event Overview

Since Treasury Board Ministers approved the Service Improvement Policy Framework last May, 2000, much work has been done by the TBS Service Improvement Initiative team and ADM Service Improvement Steering Committee (ACSI) to further interdepartmental team-building.

To foster this, and give middle and senior managers a forum to interact with others involved in federal service delivery, TBS and ACSI sponsored a one-day Service Improvement Initiative learning event on March 8, 2001 in the Ottawa Congress Centre. Between 250 – 300 people, over the course of the day, had the opportunity to discuss citizen-centred service delivery, share best practices, and familiarise themselves with the Service Improvement Initiative policy framework and supporting tools.

Further demonstrating their commitment to improved government service, Mr. Mel Cappe, Clerk of the Privy Council and Secretary to Cabinet, and Mr. Frank Claydon, Secretary of the Treasury Board and Comptroller General of Canada gave keynote opening addresses. The thread throughout their comments was that we all have a role in developing integrated, accessible, citizen-focused service across the Government of Canada.

Mr. Mel Cappe, Clerk of the Privy Council Office

Mr. Mel Cappe, Clerk of the Privy Council Office

Mr. Frank Claydon, Secretary of the Treasury Board of Canada

Mr. Frank Claydon, Secretary of the Treasury Board of Canada

We then heard from Marc-Denis Everell, Assistant Deputy Minister, NCR Office, Environment Canada; Hy Braiter, Senior Assistant Deputy Minister, Service Delivery, Human Resources Development Canada; David Miller, Assistant Commissioner, Assessment and Collections Branch, Canadian Customs and Revenue Agency; and Martha Nixon, Assistant Deputy Minister, Operations, Citizenship and Immigration Canada, on service improvement in their particular organizations and why they're doing it.

Later on in the morning Erin Research filled us in on results derived from the Citizens First 2000 national survey, with one of the key messages being: use the five drivers of satisfaction to focus change. After which Service Quality Measurement Group Inc. walked us through a Call Centre Benchmarking Program to compare service quality performance from the "voice of the client/employee" point and view.

At lunch Ralph Heintzman, while recognizing all organizations present deserved our admiration for their efforts in client satisfaction measurement, highlighted three for their particular pioneering efforts. He presented certificates of appreciation to Canada Post (for its extensive experience in using the client satisfaction model); Canada Economic Development Agency (for contributing to the development of the Service Improvement Initiative); and Citizenship and Immigration Canada (for helping to develop and implement the Common Measurements Tool).

The Honourable Andr Ouellet, Canada Post The Honourable Andr Ouellet, Canada Post
Mr. Jean-Guy Saint-Martin, Canada Economic Development; Ralph Heintzman, TBS Mr. Jean-Guy Saint-Martin, Canada Economic Development; Ralph Heintzman, TBS
Alain Thault and Carole Lamarre, Citizenship and Immgration Canada; Ralph Heintzman, TBS Alain Thault and Carole Lamarre, Citizenship and Immgration Canada; Ralph Heintzman, TBS

Later in the afternoon, we heard from the representatives of these three organizations on the principles and strategic thinking that inspired their client-focused initiatives.

After lunch, Faye Schmidt, Regional Executive representative for Service & Innovation (S&I) in B.C./Alberta; and Brian Marson, Senior Advisor, S&I gave an overview of the Initiative and a presentation of the Common Measurements Tool.

Judging by verbal and written comments, the day was a huge success and the service improvement community is looking forward to more shared learning events.

If you need more information on this event, or the Service Improvement Initiative, please contact us.

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Presentations

To view some of the presentations, please click on one of the links below: