Service delivery is an integral part of the work of governments in the world today. It has grown over the past two decades as governments developed and implemented a citizen or client first approach. But as is the case with any new approach, all efforts in the delivery of services have not been sustained or successfully executed.
“Many governments claim that they listen to the voice of the citizen and are truly ‘outside-in’ organizations, but in reality, they do not have well-established plans, practices and commitments to improving the quality of service,” said Dan Batista, Executive Director, Institute for Citizen-Centred Service (ICCS). Due to a lack of such plans, many governments fail in delivering the quality of services to their citizens.
In his current role, Batista leads ICCS in providing secretariat services to the Public Sector Service Delivery Council (PSSDC) and Public Sector Chief Information Officer Council (PSCIOC) by offering a neutral platform for inter-jurisdictional collaboration and shared learning in support of the service delivery community in Canada. Part of this support includes research into citizen and business expectations, satisfaction, and priorities for service improvement. ICCS also helps in measuring, monitoring and promoting the progress of the Canadian public sector in improving citizen and business satisfaction with service delivery.
Based on over 20 years of research carried out by the ICCS, including the most recent Citizens-First (8) study, Batista will deliver a presentation at CGE Leadership and TechGov Summit on April 24, 2019, on international best practices in innovation in service delivery. He will delve into the public service-value chain concept to help governments understand what it takes to be truly citizen-centric by ensuring ongoing measurement, benchmarking and improvement. He will also share examples of service excellence champions and best practices to illustrate the path for service excellence journeys.
Prior to joining ICCS, Batista worked for the Government of Canada as a Senior Director in leading a number of innovative teams that provide services to small businesses and entrepreneurs including the Canada Business Network and BizPaL.
To learn more about service delivery and to hear Dan Batista’s presentation, register to attend CGE Leadership and TechGov Summit, which will be held at the Fairmont Château Laurier in Ottawa on April 24-25. This is a two-day conference produced by Canadian Government Executive, with presentations on leadership, innovation and change management and technology in providing services with greater speed and quality.
