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.

The study looks at:

• service reputation
• client experience and expectations
• identifies top priorities for service improvement
• examines channel usage, with a special emphasis on digital service delivery

Business First 2019 preserves many of the key components that, over the past 15 years, have informed service improvement initiatives undertaken by numerous public sector organizations and, at the same time, aims to address the current areas of interest to government service providers.