Government-to-Business services receive positive ratings overall

But there is room for improvement

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Toronto, Jul 11, 2019 ( – The Institute for Citizen-Centred Service has released the Business First 2019 Report, based on the results of the latest survey in the newly rebranded Business First research series (previously known as Taking Care of Business). Business First examines business client perceptions of the quality of public sector services. Based on a representative sample of businesses from across Canada, the study looks at:

service reputation, client experience, and expectations;

top priorities for service improvement;

channel usage with a special emphasis on digital service delivery; and

attitudes that Canadian businesses have toward online service provision and other areas of relevance.

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Business First 2019 replicates and builds on many of the approaches from the previous waves of the research, allowing for effective tracking of public sector performance as well as the changing perceptions among business clients.

The latest findings confirm key trends that have been identified in previous studies and, at the same time, outline the current areas of focus for public sector organizations. While improvements in overall performance since the initial iterations of the research have been maintained, the study details a number of existing service issues that need to be addressed in order to meet the current expectations of business clients and enhance their service experience. Future studies will aim to build on this to further increase the level of insight offered to government service providers.

The Business First 2019 study brought together six participating jurisdictions, representing federal, provincial, territorial and regional governments. The research was undertaken by the Institute for Citizen-Centred Service in close collaboration with Ipsos Public Affairs.

To obtain a copy of Business First 2019, visit the ICCS website at

Contact: Michal Dziong, Research Manager, ICCS [email protected]

Media Contact

Institute for Citizen-Centred Service


Source :Institute for Citizen-Centred Service

This article was originally published by IssueWire. Read the original article here.

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