00000nam##2200000za#4500 9.695889 CaOODSP 20210624234801 cr ||||||||||| 150407|1999||||xxc|||||o f|0| 0 eng|d CaOODSP eng n-cn--- SC94-71/1999E-PDF Canada. Canadian Centre for Management Development. Good practices in citizen-centered service / [electronic resource] [by] D. Marie Blythe, D. Brian Marson. Canadian Centre for Management Development March 1999. 166p. figs., graph, references The catalogue number (SC94-71/1999E) and ISBN (0-662-27686-8) for the print edition have been incorrectly copied in this electronic publication. The purpose of this report is to communicate good practices and lessons learned in citizen-centred service undertaken by Canadian public sector organizations. It does this by presenting case studies of citizen-centred initiatives, organized under the four components of the Service Gap model: citizens’ views and expectations, performance measurement and accountability, tools for closing the service gap, and the capacity of the public sector to deliver citizen-centred service. This report was published by the Canadian Centre for Management Development in 1999. 12-16-Supp 2012-04-17 Customer services gcpds Federal government gcpds Public service gcpds Blythe, D. Marie Marson, D. Brian Pratiques exemplaires d'un service axé sur les citoyens / (CaOODSP)9.640009 Good practices in citizen-centred service / (CaOODSP)9.647292 http://publications.gc.ca PDF 1.43 MB https://publications.gc.ca/collections/Collection/SC94-71-1999E.pdf