Library

Improving Service Through Employee Engagement

Recognizing that employee engagement is critical to delivering citizen-centred service, the Region of Peel has developed and managed an improvement process known as B.E.S.T. (Building Employee Satisfaction Together). The process has two components: an ann..

  • Filetype: doc
  • Publish date: 2007-06
  • Keywords:Best Practices

Citizens and Performance

A formerly down-at-the-heels industrial town in the central part of Massachusetts is on the leading edge of an ongoing experiment that marries citizen action and technology..

  • Filetype: doc
  • Publish date: 2007-06
  • Keywords:Best Practices

Answering the Call

In this article, the Institute for Citizen-Centred Service (ICCS) presents its findings from an inter-jurisdictional client research study that helps public sector managers turn a service delivery channel with some hang-ups into one that's a ringing succe..

  • Filetype: pdf
  • Publish date: 2007-03
  • Keywords:Customer Service

Some Essential Practices for Improving Citizen-Centered Telephone Service

This article reports on some recent research and developments in the field of best practices in telephone service delivery...

  • Filetype: pdf
  • Publish date: 2007-02
  • Keywords:Customer Service

Using the Balanced Scorecard

Presentation from the Government Division 2005 Leadership Dialogues..

  • Filetype: ppt
  • Publish date: 2006-05
  • Keywords:Quality Management

Performance Measures in the Public Sector

Presentation from the Government Division 2005 Leadership Dialogues..

  • Filetype: ppt
  • Publish date: 2006-05
  • Keywords:Measurement

CitiStat Part 1

Presentation from the Government Division 2005 Leadership Dialogues..

  • Filetype: ppt
  • Publish date: 2006-05
  • Keywords:Best Practices

CitiStat Part 2

Presentation from the Government Division 2005 Leadership Dialogues..

  • Filetype: ppt
  • Publish date: 2006-05
  • Keywords:Best Practices

Can You Pay for Quality Work-A Government Case Study

This article presents some recent developments in team performance pay using a complexity framework...

  • Filetype: pdf
  • Publish date: 2005-03
  • Keywords:Teams

Thinking and Learning About Complex Responsive Processes

by Waltuck, Bruce

Bruce Waltuck describes a workshop where the study of complexity science was applied to human and organizational behavior...

  • Filetype: doc
  • Publish date: 2005-03
  • Keywords:Leadership

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