Fundamentals of Public Sector Service Excellence for Managers

1 day courseIn Ottawa, ON
  • December 5, 20188:30am - 4:30pm
Register ›

The government’s emphasis on Results and Delivery underscores the need for an understanding of the basics in the way in which public servants approach service delivery. Service management excellence is core to achieving the government’s priorities.

Why is this important?

In October 2014, the federal government put forward its new Service Policy. The Policy sets out a strategic and coherent approach to the design and delivery of Government of Canada external and internal enterprise services that is client-centric, realizes operational efficiencies and promotes a culture of service management excellence.

External services range from those that have a strong client orientation to those where the protection of the public interest is the primary focus. The delivery of external services relies on internal services, which support a public service that operates well.

Excellence in the design and delivery of services promotes confidence and trust in government, and contributes to achieving public policy goals and outcomes as outlined in departmental management resources and results structures, efficient service delivery, and better service experiences for clients.

Canadians and internal clients expect effective services that are integrated, simple, timely and secure. To meet these expectations, consideration must be given to the needs and feedback of clients and the implementation of strong service management practices.

What you will gain

Participants will:

  • Learn about the citizen-centred “Outside - In” approach to service
  • Get access to the ICCS’s world-recognized research: Citizens First (CF), Taking Care of Business (TCOB) and the Common Measurement Tool (CMT)
  • Understand the Service Value Chain (SVC) and how to implement it
  • Understand how good service links to the broader public sector service agenda
  • Learn what is required for effective service management such as characteristics of successful managers and citizen/client communication
  • Build on the human aspects of service management such as understanding and achieving employee engagement

A powerful partnership

The Institute in Governance and the Institute for Citizen-Centred Service (ICCS) are collaborating to provide participants with the knowledge and tools they need to improve public service delivery.

Who should attend?

Typical attendee profile(s):

Managers, Senior Officers

Managers and senior officers who are involved in the delivery of internal or external services, who want to strengthen their understanding of client service and are looking for ways to improve service delivery outcomes.

What's included

Expert facilitation, course materials, morning and afternoon coffee or tea, and a buffet lunch.

Course fee(s)

$990 per attendee

As a not-for-profit organization, the IOG does not charge HST.

Registration is done through an online registration system where you can select to pay by credit card or request an invoice.

Group discounts

If you have more than one person attending, you may be eligible for a group discount. Contact Gérard Étienne for details at 613-562-0090 x237 or

Main contact

Toby Fyfe
613-562-0090 x242
1 day courseIn Ottawa, ON
  • December 5, 20188:30am - 4:30pm
Register ›

The IOG value-added

All IOG courses are prepared and taught by those who have held senior positions in the federal government. They are guided by a Learning Committee of senior federal government public servants.

For those who wish to have an adapted course that is specific to their issues and requirements, customized course offerings can be delivered on request for branches, teams or groups, in English or French in any part of the country.

The IOG also offers the Coaching Circle, to assist executives and officers at all levels of government as well as non-profit and other organizations in the development of their leadership skills.

More on custom offerings ›