PSSDC-PSCIOC Research Committee Report Manoir St-Sauveur, May2004

1. PSSDC-PSCIOC Research Committee ReportManoir St-Sauveur, May2004

2. Brian Marson, Co-chair (TBS) Lois Bain (Ontario) Joan McCalla/Laurie Sweezey (Ontario) David Primmer (Manitoba) Guy Gordon (Manitoba) Siegfried Fuchsbichler (Yukon) BetteJo Hughes (BC) Liz Gilliland (BC) Per Kristensen (Nanaimo) Nicholas Prychodko (Ontario) Mary Ogilvie/Judy Ross (NB) Mark Belfry (PEI) Ardath Paxton Mann (WD) Marie-Josée Martel (CRA) Cathy Ladds (TBS) Patrice Dutil (IPAC) Charles Vincent (ICCS) Research Committee Members

3. New Committee Members • The following members have joined the Committee since the last Council meetings: • Siegfried Fuchsbichler, CIO, Yukon Territory; • Per Kristensen, CIO, Nanaimo; • Mark Belfry, Province of Prince Edward Island.

4. Report Items • 1.     Taking Care of Business Report • 2. Citizens First-4 Planning • 3.  Service-Value Chain Project Planning    • 4.      DM Survey on Service Issues • 5.      Review of Major Project Frequency • 6.      Research Repository and Data Base • 7.      ICCS Report • 8.  CMT Standards Board Report • 9. Research in Individual Jurisdictions

5. 1.TheTaking Care of BusinessReport • This is another landmark PSSDC-PSCIOC-ICCS study- the first of its kind to determine the service needs, expectation and priorities of the Canadian business community, based on interviews with 6,000 businesses; • Taking Care of Business (TCOB) has been completed and forwarded to the twenty federal, provincial and municipal partners; • The Report is in the printing phase, and pre-publication copies will be available at St-Sauveur for Council members; • Charles Vincent and Brian Marson will present the key findings of TCOB at the Lac Carling Conference, on Monday morning.

6. 2. Citizens First-4 Planning • The key CF-4 research objectives were approved in Victoria in February 2004 and will be finalized by the subscribing partners; • CF-4 will be fielded in the Fall of 2004; a study has been completed of the methodological issues around fielding in the Fall rather than the Spring; • The Citizens First-4 prospectus (attached) has been circulated to jurisdictions; • The take-up rate to date for CF-4 is encouraging, with about 12 partners committed to date; it is anticipated that almost all CF-3 partners will join CF-4; • New municipal partners such as Peel Region, Windsor, and Winnipeg have indicated their desire to participate in Citizens First 4.

7. 3. Service Value Chain Project Planning • The Service-Value Chain project was approved at the Council meetings in Victoria in February 2004; • The research objectives and a draft prospectus (attached) has been prepared by the Research Committee; • Discussions have begun with IPAC and the National Quality Institute about those organizations co-sponsoring the research. Early indications are positive from both organizations.

8. 4. DM Survey on Service Issues • A list of issues for the DM survey was approved at the Council meetings in Victoria, February 2004; • The Research Committee was directed to meet with IPAC to seek collaboration and linkage to the IPAC DM Management Issues Survey; • IPAC has indicated its readiness to collaborate by integrating service questions into the September 2004 IPAC survey of Federal, Territorial and Provincial DMs and Municipal CAOs; • IPAC has asked Research Committee co-chair Brian Marson to help design and to prepare the DM issues survey report for IPAC, as in previous DM surveys.

9. 5. Review of Frequency of Major Projects • At the request of several members, the Research Committee has established a sub committee to review the frequency and funding levels for Citizens First and Taking Care of Business; • The Research Committee will bring forward recommendations in the Fall of 2004 as to the proposed frequency and funding of the Citizens First and Taking Care of Business series, going forward.

10. 6. Research Repository and Data Base • Collaboration was established in September 2003 between the National Research Council and the ICCS to design and establish a repository of research studies, and a flow of summary reports on research findings for practitioners; • Sample research overviews are currently being prepared by ICCS.

11. 7. Institute for Citizen Centred Service-Report Highlights • The ICCS Progress Report on the ICCS business plan and the Institute’s three business lines is attached: • Research: TCOB, CF-3 and the SVC Projects; NRC-ICCS research data base project continuing. • CMT: progress on the benchmarking system; CMT Day in Edmonton in February, and in Toronto June 2nd; Benchmarking event in Toronto May 27th with ASQ. • Best Practices: Refreshed web site; new “generified” publications from federal and Ontario governments; • Administration: replacement of Nicholas Prychodko, plus additional secondment, an urgent priority.

12. 8. CMT Standards Board • The CMT Standards Board has met once since the last Council meetings in February and has been reviewing progress on the CMT Benchmarking Application (see ICCS Report). A detailed report will be provided in Winnipeg in September.

13. 9. Research Undertaken by Individual Jurisdictions -Update • Current and Planned Research Projects • Canada • GOL Internet Panel (completed) • Privacy/Security/Authentification focus groups (completed) • Service Vision research (HRDC/IC/DFAIT) • Statistics Canada Annual Internet User Survey -planned • Canadian Internet Project (UCLA)- planned