Vision, Mission and MandateInstitute for Citizen-Centered ServiceICCS_9f8ddc28-4342-11e2-b962-eecbdb459f22The Institute for Citizen-Centred Service (ICCS) became a non-profit Institute in 2005 after 10 years of research and has the licensing rights of Citizens First (CF), Taking Care of Business (TCOB) and the Common Measurements Tool (CMT).Guy GordonGuy Gordon is the Executive Director of ICCS, joining ICCS in February 2009. Previously Guy was Executive Director of Service Transformation Manitoba. He has several years experience in the field of public sector service delivery. Guy was instrumental in the design and implementation of key corporate service delivery improvement initiatives in Manitoba including: “At Your Service Manitoba”, “E-Service to Business”, “Single Window for Business” and “Online Service to Citizens”. Service Transformation Manitoba (STM) was established in December 2006 as a central leadership position for modernizing government. STM provides strong leadership to the activities of modernizing government operations and leveraging the values of SAP across the Public Sector in Manitoba.Prior to Service Transformation Manitoba, Guy was Acting Assistant Deputy Minister, Service Manitoba, Civil Service Commission and worked with the Manitoba Pension Commission as Superintendent of Pensions, Department of Labour.Guy has provided consulting services to Boards of Directors of three public sector pension plans in Manitoba and Saskatchewan: Seven Oaks General Hospital Board, Seven Oaks General Hospital Management Team, and Seven Oaks Wellness Institute.Guy has a Masters of Business degree, a Masters of Public Administration degree and a Bachelor of Arts degree (Political Studies) from the University of Manitoba. He is also a graduate of the Queen’s University, Executive Development Program, Kingston, Ontario.Guy is an active participant in the American Society for Quality (ASQ), a member of the Institute of Public Administration of Canada (IPAC) and the Commonwealth Association for Public Administration and Management (CAPAM).Art StevensonThe Institute recognizes the service of the founding Executive Director, Art Stevenson who served the Institute from February 2006 – January 2009.ICCS FellowsUpdated July 11, 2012 -- The Institute for Citizen-Centred Service (ICCS) Fellows Program brings together outstanding champions in the citizen-centred service community to assist ICCS in providing leading edge programs and services. The Fellows are people with a wide range of skills and experience and a deep understanding of citizen-centred service. These individuals have been members of key stakeholder groups including: Public Sector Service Delivery Council (PSSDC); Public Sector CIO Council (PSCIOC); academic community; federal, provincial and municipal governments; and interested communities outsideCanada. Many of these individuals have received public service awards, including the Heintzman Leadership Award. The following individuals are currently Fellows of the Institute:Art DanielsICCS Fellows Member -- 2003 Heintzman Leadership Award WinnerConsultantDavid MillerICCS Fellows Member -- 2004 Heintzman Leadership Award WinnerConsultantLori MacMullenICCS Fellows Member -- 2005 Heintzman Leadership Award Winner,Executive Director, Canadian University Council of Chief Information OfficersBrian MarsonICCS Fellows Member -- 2006 Heintzman Leadership Award Winner,ConsultantRoy WisemanICCS Fellows Member -- 2007 Heintzman Leadership Award Winner,Former Chief Information Officer, Region of PeelD. Scott CampbellICCS Fellows Member -- 2009 Heintzman Leadership Award Winner,Chair of the Board of Directors of Trillium Health CenterBob StarkICCS Fellows Member -- 2010 Heintzman Leadership Award Winner,Deputy Minister and Chief Executive Officer, Service OntarioSue CorkeICCS Fellows Member -- 2011 Heintzman Leadership Award Winner,Former, Deputy City Manager, City of TorontoRalph HeintzmanICCS Fellows Member -- Senior Research Fellow, Faculty of Social Sciences, University of OttawaDenis IvesICCS Fellows Member -- Former Commonwealth Public Service Commissioner, Consultant to World Bank, CAPAM, AusAIDKen KernaghanICCS Fellows Member -- Professor Emeritus of Political Science and Management at Brock UniversityJoan McCallaICCS Fellows Member -- Cisco Systems, Distinguished Fellow with the Global Public Sector Team, Internet Business Solutions Group (IBSG)The vision of ICCS is to be recognized as the leading centre of expertise in citizen-centred service delivery._9f8dde58-4342-11e2-b962-eecbdb459f22To support public-sector organizations achieve high levels of citizen and business satisfaction ..._9f8ddf5c-4342-11e2-b962-eecbdb459f22CollaborationFacilitatie inter-jurisdictional collaboration_9f8de024-4342-11e2-b962-eecbdb459f221Support ServicesProvide secretariat and other support services to the Public Sector Service Delivery Council (PSSDC) and Public Sector Chief Information Officer Council (PSCIOC)_9f8de0ec-4342-11e2-b962-eecbdb459f221.1Public Sector Service Delivery Council (PSSDC)Public Sector Chief Information Officer Council (PSCIOC)PlatformProvide a neutral platform for inter-jurisdictional collaboration and shared learning in support of the service delivery community in Canada_9f8de1b4-4342-11e2-b962-eecbdb459f221.2Service Delivery Community in CanadaResearch, Tools, Resources & KnowledgeShare research, tools, resources and knowledge_9f8de27c-4342-11e2-b962-eecbdb459f222Service ImprovementUndertake research into citizen and business expectations, satisfaction, and priorities for service improvement_9f8de380-4342-11e2-b962-eecbdb459f222.1Citizen & Business SatisfactionMeasure, monitor and promote the progress of the Canadian public sector in improving citizen and business satisfaction with service delivery_9f8de45c-4342-11e2-b962-eecbdb459f222.2Citizens in CanadaBusinesses in CanadaBest Practices, Publications & ToolsServe as a resource centre for best practices, publications, and tools that promote management improvement of cost effective public sector service delivery, including electronic service delivery_9f8de538-4342-11e2-b962-eecbdb459f222.3Organizational CapacityBuild organizational capacity through development of the service profession_9f8de628-4342-11e2-b962-eecbdb459f223Certification & LearningSupport the growth of organizational capacity through the delivery of the ICCS Certification and Learning program_9f8de718-4342-11e2-b962-eecbdb459f223.1Citizen-Centred ServicePromote excellence in citizen-centred service_9f8de808-4342-11e2-b962-eecbdb459f224Recognition & CelebrationRecognize and celebrate excellence in citizen-centred service_9f8de90c-4342-11e2-b962-eecbdb459f224.1Expertise & Advocacy[Serve as] a global centre of expertise and a champion for citizen-centred service across service channels and throughout the public sector_9f8dea10-4342-11e2-b962-eecbdb459f224.22012-12-10http://www.iccs-isac.org/about/mission-and-mandate/?lang=enOwenAmburOwen.Ambur@verizon.net