ARCHIVED - Chapter 5 - Service Excellence for Canadians - People Serving People

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Objective: Build a service excellence culture by supporting our employees with effective training and tools, encouraging innovation, and building leadership and capacity to provide citizen-centred service.

Service excellence thrives in an organization where every employee has the opportunity, skills and tools to put his or her commitment to citizens to work. It thrives in a culture where people are honoured for their ideas and innovations, and grows stronger when leaders share their staff's dedication to delivering better results for their clients.

We asked Canadians what they think makes a great service experience. We looked at how the most respected client service organizations around the world earn the support of their clients, and we listened to the ideas of our own employees.

The Results So Far

Building a Culture of Service Excellence

From the start, we saw how critical it was to listen to employees about making service excellence a reality. The unions representing Service Canada staff have been involved every step of the way. They have identified many ways to make this organization and our activities responsive to the needs of Canadians.

People throughout Service Canada, such as our executives and those involved in our Managers Forum, are helping to shape our organization and operations. This reinforces their accountability for delivering excellent, citizen-centred service and engages them in the challenges involved.

Leaders at all levels are accountable for service targets, and we are formulating leadership development initiatives that focus on the roles that supervisors, managers and other leaders play to ensure Canadians receive the best service possible.

Service Canada employees across the organization helped guide our Service Culture Strategy, which concentrates on ways we can build a culture of service excellence to support our mandate.

We provided training for more than 17,000 Service Canada staff about our commitment to delivering service excellence, and their part in achieving this.

We take part in the Public Service Employee Survey, and are developing other initiatives to encourage staff to share their experiences and ideas on building better services for Canadians and better workplaces for themselves.

We have also introduced a staff rewards and recognition program to highlight particularly excellent service provided to Canadians by Service Canada employees. The first awards were presented in September 2006.

Training and Equipping Staff to Provide Quality Service

The transformation of service in government starts with our people. Our goal is to train staff and provide them with the resources and tools they need to identify the services and benefits clients need most – no matter what department or program they come from – and make sure they get them.

Building a workforce defined by its professionalism and competencies in service is critical to the success of Service Canada. We are committed to ensuring that we attract and retain employees and make Service Canada the employer of choice for service to Canadians.

Recently, we announced the first comprehensive career development and recognition program for service delivery. This comprehensive program includes a competency-based career development program, and, in collaboration with the Canada School of Public Service, the opening of the Service Canada College, a certification program for service excellence.

To help staff provide consistent information to Canadians, we have also created one new Intranet site to replace the more than 40 different sites Service Canada employees previously used across the country.

"At Service Canada, our job is to make sure clients receive the best possible service."

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