ICCS - Research

Business First 2019 is the latest study in the research series, previously entitled Taking Care of Business, that examines Canadian businesses' perceptions of government services. Downloadable PDF, bilingual.

Our seventh iteration of this study focuses the ongoing COVID-19 situation and the resulting challenges faced by Canadian businesses.

Overview of key findings and recommendations from the Citizens First 7 study. Bilingual.

Overview of key findings and recommendations from the Citizens First 7 study. Bilingual.

Overview of key findings and recommendations from the Citizens First 7 study. French only.

A comprehensive look at how clients view government services with emphasis on providing actionable data.

A detailed report providing an analysis of how users of government services rate their experiences and what they expect from public sector service providers.

NOTE: Access the English report immediately on purchase. The French translation will be made available to all customers early in November 2023. 

Detailed 2014 data on key trends client satisfaction in the delivery of government services to citizens.

Detailed 2014 data on key trends client satisfaction in the delivery of government services to citizens. English only.

Detailed 2014 data on key trends client satisfaction in the delivery of government services to citizens. French only.

Citizens First 8 presents a comprehensive look at how clients view government services and places increased emphasis on providing actionable data for service executives and managers across the public sector. While the study continues to delve into the areas examined in previous surveys, such as service reputation, client experience and expectations, it also employs innovative approaches that offer new insights on key issues facing the public sector today. With this objective in mind, the study introduces methodologies that take advantage of the latest in behavioural science, as well as incorporates data from other research with the aim of providing a fresh perspective on government and new technologies.

Citizens First 8 presents a comprehensive look at how clients view government services and places increased emphasis on providing actionable data for service executives and managers across the public sector. Digital download includes English and French versions.

Detailed data on government service to business from a survey of 4,300 Canadian businesses in 2013.

Building on the previous waves of the research, Taking Care of Business 5 examines how businesses in Canada experience government services and what their expectations are in this regard. It puts emphasis on providing actionable insights by identifying key drivers and highlighting specific opportunities for service improvement. In addition to focussing on issues such as regulatory burden and red tape, it looks at channel usage and, in particular, how to improve the online experience. Bilingual.

Building on the previous waves of the research, Taking Care of Business 5 examines how businesses in Canada experience government services and what their expectations are in this regard. It puts emphasis on providing actionable insights by identifying key drivers and highlighting specific opportunities for service improvement. In addition to focussing on issues such as regulatory burden and red tape, it looks at channel usage and, in particular, how to improve the online experience. English only.

Building on the previous waves of the research, Taking Care of Business 5 examines how businesses in Canada experience government services and what their expectations are in this regard. It puts emphasis on providing actionable insights by identifying key drivers and highlighting specific opportunities for service improvement. In addition to focussing on issues such as regulatory burden and red tape, it looks at channel usage and, in particular, how to improve the online experience. French  only.

Overview of key findings and recommendations from the TCOB 5 study. Bilingual.

Overview of key findings and recommendations from the TCOB 5 study. English only.

Overview of key findings and recommendations from the TCOB 5 study. French only.

Overview of key findings and recommendations from the TCOB 4 study. Bilingual