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Footnotes:
[1] Erin Research Inc., Citizens First 1998, (Ottawa, Canadian Centre for Management Development (CCMD), October 1998). The report can be found at the CCMD website: http://www.myschool-monecole.gc.ca/Research/publications/pdfs/cit-firstf.pdf.
[2] Erin Research Inc., Citizens First 2000, (Toronto, The Institute of Public Administration of Canada, 2001). The study was published by IPAC in 2001. The report can be found at the IPAC website: http://www.ipac.ca/pubs/ipac_publications/citizens_first.html.
[3] Treasury Board of Canada, Secretariat, Results for Canadians: A Management Framework for the Government of Canada (Ottawa, 2000), /report/res_can/siglist_e.asp.
[4] Canada, Treasury Board of Canada Secretariat, Toward Citizen-Centred Service Delivery: A How-to Guide for the Service Improvement Initiative (Ottawa: Treasury Board of Canada Secretariat, December 2000). The How-to Guide can be found at the TBS website: http://www.tbs-sct.gc.ca/si-as/howto-comment/howto-comment-eng.asp.
[5] Canada, Treasury Board of Canada Secretariat, A Policy Framework for Service Improvement in the Government of Canada (Ottawa, Treasury Board of Canada Secretariat, June 2000), p.4. The policy can be found at the TBS website: /pubs_pol/sipubs/si_as/pfsi_e.asp.
[6] Canada, Treasury Board of Canada Secretariat, A Policy Framework for Service Improvement in the Government of Canada, op.cit. p.5.
[7] Erin Research Inc., Citizens First 2000, op.cit.
[8] Ibid.
[9] Canada, Treasury Board of Canada Secretariat, Toward Citizen-Centred Service Delivery: A How-to Guide for the Service Improvement Initiative, op.cit. p. 27.
[10] Erin Research Inc., Citizens First 2000, op.cit., p.10.
