Service delivery
May 7, 2012

Professionalizing service management

For leaders, the biggest challenge to improving public sector service delivery is not just identifying citizens’ voices and needs. Rather, it is embedding a citizen-centred service culture throughout an organization that is receptive to those needs.

Through the Institute for Citizen-Centred Service’s (ICCS) Certified Service Manager (CSM) program, many organizations are turning to certification and learning as a way to enable and support culture change and to enhance service excellence. 

The CSM program is designed for public sector service managers and supervisors who are responsible for managing direct service delivery. It can help bring service transformations to life by assisting organizations to make transformations sustainable and develop capacity to meet future needs. 

“Service is a profession. In government however, it is not. It is an administrative function. We need to go beyond this,” argues Richard Rochefort, a former director general from the Service Canada College and currently a vice president at the Canada School of Public Service. 

The CSM program offers a consistent, professional standard for citizen-centred service delivery and has been developed with input from senior leaders across all orders of government. It is the first program in the world that professionalizes public sector service management.  

Innovation and empirical research

Four years in the making, the CSM program was built by the public sector for the public sector. Over that time, the Canadian public sector service delivery community came together to develop a certification and learning program that draws on the experiences of service delivery innovators and champions.  

These rich organizational experiences have been combined with a decade of empirical research such as the ICCS’s Citizens First and Taking Care of Business studies. This has resulted in a collective body of knowledge about citizen-centred service delivery, specifically on how to build and sustain a service-focused culture. 

The CSM Program is founded on the elements within this collective body of knowledge known as the Certified Service Manager Body of Knowledge (CSMBoK). The CSM Program and the CSMBoK delve into topics such as service improvement, service access, service standards, service management and emerging trends in service delivery. 

“If you believe service is a profession, then you realize you need a body of knowledge. You need to learn from others and sometimes change the way things are done,” says Rochefort. 

Enabling a service culture

According to David Szwarc, chief administrative officer at the Region of Peel, “learning, both on an organizational level and on an individual level, helped us understand what customers want and how best to deliver it. It is not about getting clients to fit our expectations, but the opposite. It is about promoting skills and attitudes that help our services fit their expectations.”

Building a citizen-centred service culture requires that staff knowledge, skills and attitudes place the needs and expectations of citizens at the heart of all aspects of service. This is a key component of service transformation. Canadian federal, provincial and territorial deputy ministers responsible for service delivery have identified that growing staff knowledge and enhancing capabilities require learning that is focused on citizen-centred service delivery. They also recognized that certification offers recognition of the service profession and helps build commitment to service excellence.  

Deputy ministers and senior level managers in charge of service renewal and transformation across all orders of government have been supportive and instrumental to these efforts. This includes Service Canada, ServiceOntario, the government of Newfoundland and Labrador and ServiceBC.

Drawing on the CSMBoK, the ICSS recently launched its first professional certification program, the Certified Service Manager (CSM Basic). Designed with flexibility in mind, organizations and individual public servants can develop a customized learning program based on their needs and existing skill and knowledge levels. The CSM Basic curriculum contains a series of seven courses that organizations may choose to have delivered or license. 

“I am so excited about the work the ICCS has done. Here is your ticket to make a positive impact,” says Rochefort.

 

Cody Dodd is a research analyst with the Institute for Citizen-Centred Service. To learn more about the Certified Service Manager Program and its course offerings, visit www.iccs-isac.org/en/certification/aboutprog.htm.

 

About this author

0 comments

There are no comments for this post yet.

Be the first to comment. Click here.

Service delivery
 
Whether you’re trying to decide on which brand of cereal to...
 
In this episode of CGE Radio, J. Richard Jones talks with...
 
From Executive Government to Crown Corporation to Public Traded Company. Today...
 
Earlier this year, the federal government kicked off an auction for...
 
In the show, J. Richard Jones talks with Colin Earp, Partner...
 
Leadership, service delivery, change management, performance measurement, big data, transparency, digital...
 
China’s Shenyang is traditionally an industrial city, but when work began...
 
In this episode of CGE Radio, J. Richard Jones talks with...
 
The Northern Federal Council (NFC) is a collaborative network of over...
 
We risk missing out on the potential “Artificial Intelligence” has to...
 
Tornado warnings broadcast a few weeks ago in Eastern Ontario and...
 
Everyone wants to change, become more efficient, and drive better value...
 
Artificial Intelligence is creating a great stir across many industries today....
 
In the spring of 2018, the Auditor General of Canada, Michael...
 
By June 2017, the Public Engagement Team at the Privy Council...
 
Everyone wants to change, become more efficient, and drive better value...
 
In July 2017, a local company unveiled a “virtual statue” on...
 
In 2016, the community of Fort McMurray, Alberta, located in the...
 
In this episode of CGE Radio, J. Richard Jones speaks with...
 
We are excited to share with you the latest issue of...
 
Welcome to the era of Smart Cities where connectivity will drive...
 
In this episode, J. Richard Jones sits down with Martin Joyce,...
 
Over half a billion children live in countries that are falling...
 
According to a recent McKinsey study there is a potential for...
 
As Executive Director of the UK’s Government Digital Service, Mike Bracken...
 
Having a clear definition of success is one of the key...
 
Public servants are responsible for providing advice and support to the...
 
Public sector managers from all levels of government across Canada increasingly...
 
With businesses and government agencies increasingly operating in a highly information-based...
 
Blockchain. There’s probably no other technology trend in recent years that...
 
Rankings of public sector entities has been big trend for quite...
 
In March, the Canada Revenue Agency’s website was shut down by...
 
The latest issue of Canadian Government Executive is currently available. Some...
 
The association representing more than 42,000 physicians and medical students in...
 
As Toronto’s city staff prepares top release proposed regulations for taxis...
 
In the face of mounting public support for supervised injection sites,...
 
It appears it was not just the Mounties that were affected...
 
Last year, the Canada Revenue Agency rolled out a pilot program...
 
There’s a lot of noise out there about digital government. Yet...
 
Somewhat surprisingly in light of ongoing budget constraints at all levels...
 
commentEmail””:””thomk@rogers.com”” Related posts: When accountability goes viral
 
There are many reasons why governments should move to a citizen...
 
Governments around the world are integrating services as a means of...
 
The New Zealand government and public service went through major reforms...
 
The government of Langford, British Columbia, received last week the 2014...
 
Since 1998, the Institute for Citizen-Centred Service has been conducting Citizens...
 
Labour intensive with slow response times, limited data and obsolete technology:...
 
As the only official bilingual province, with a third of its...
 
The government of Nova Scotia has introduced a Seniors Navigators Program,...
 
Like all provinces, Nova Scotia is grappling with transforming the way...
 
Yesterday the Globe and Mail reported that the federal government hopes...
 
The drive to contain costs within the public sector will likely...
 
ServiceOntario has helped change the way the Ontario government serves people...
 
In 2012, two major initiatives changed the face of Ontario’s Student...
 
On December 6, Ontario Progressive Conservative leader Tim Hudak released a...
 
There is little doubt that a crisis of relevance has hit...
 
The PrimesChris McGoffJohn Wiley, 241 pages, $35.95 As the World Bank...
 
Long, long ago when the world and government service delivery concepts...
 
Government citizen-centred service delivery is undergoing a re-think. The growing number...
 
More than 15 years ago, the Ontario government implemented a model...
 
The P3 model is different from traditional procurement: it transfers significant...
 
For First Nations, a child’s birth must be registered before parents...
 
That Alberta Works office reflects a philosophical shift that has transformed...
 
On March 29th, the federal government brought down one of the...
 
CGE Vol.13 No.5 May 2007 In late 2004, the Ontario Public...
 
CGE Vol.13 No.4 April 2007 Western countries and institutions have for...
 
CGE Vol.13 No.5 May 2007 Ontario is striving to achieve its...
 
By 2017, visible minorities will make up almost 29 percent of...
 
For leaders, the biggest challenge to improving public sector service delivery...
 
The Public Sector Service Delivery Council (PSSDC) is a coalition of...
 
Quote of the week “‘Deliverology’ challenged government to be both clear...
 
Quote of the week “We expected, and found, a negative depiction...
 
Quote of the week “…governments bear responsibility for producing public value.”...
 
Essentially, the Office asked in its audit whether the Australian Public...
 
Les services généraux ou ministériels ont souvent du mal, surtout dans...
 
Corporate services branches, particularly in small organizations, often have difficulty balancing...
 
Government services around the world face the following challenge: how to...
 
The Saskatchewan Ministry of Environment is in the midst of significant...
 
A recent study conducted in the Ontario public service elaborates our...
 
As the Internet has grown and evolved, so too has the...
 
While most North Americans today have a limited experience with trains,...
 
Leadership of public sector organizations is one of Canada’s most important...
 
La Commonwealth Association of Public Administration and Management (CAPAM) a décerné...
 
Le Groupe d’experts indépendant sur les subventions et contributions prône un...
 
CGE Vol.13 No.9 November 2007 There is a resurgence of quality...
 
CGE Vol.13 No.8 October 2007 Ron McKerlie is Ontario’s Corporate Chief...
 
CGE Vol.13 No.7 September 2007 Governments and their public service organizations...
 
The past decade has given rise to tremendous experimentation in public...
 
« Les différents intervenants au Canada n’arrivent tout simplement pas à bien...
 
The Civil Service Commission was created in September 1908 to eradicate...
 
"Oh, the land of cloudless days," Willie Nelson croons in one...
 
À vos yeux, quels sont les plus grands défis de l’IAPC?...
 
Quand Willie Nelson vante les charmes d’une contrée sans nuages dans...
 
The tragedy of the E. coli outbreak in Walkerton in 2000...
 
“Help wanted” has again become a common sight in windowsills and...
 
Saskatchewan’s Ministry of Tourism, Parks, Culture and Sport is poised to...
 
A short 18 months ago, the Ontario Public Service made its...
 
According to the people who know it best – its residents...
 
La prestation de services à guichet unique fait maintenant partie intégrante...
 
This article considers emerging and possible future developments through four windows...
 
Some title Some author
Some excerpt
Whether you’re trying to decide on which brand of cereal to...