Service Delivery Courses

The Canada School of Public Service offers a suite of courses to help build a culture of service excellence across the public service and meet the needs of all public servants, managers, teams and organizations.

Choose from the courses listed below, or contact us to learn how they can be customized for your organization.

• Service Excellence for Citizens (T178) | 3 days
  Learn how to improve the quality of service you provide to citizens and explore the elements that contribute to excellent client service that meets the expectations of Canadians.
• Service Excellence for Colleagues (T198) | 3 days
  Learn how to meet the needs of your internal clients and colleagues more effectively. Explore service expectations, elements of quality service experiences and ways to identify and address client needs.
• Defusing Crises when Dealing with Difficult Clients (T024) | 2 days
  Learn practical strategies for intervening and reacting to difficult situations with clients.
• Service Standards Lifecycle Management (T177) | 1 day
  Learn the steps to develop, implement, manage and evaluate service standards in the federal government.

The following courses, developed in collaboration with the Institute for Citizen-Centred Service External link (ICCS) and the Service Canada College, are available at the request of your organization.

• At Your Service: Client-Centered Service in the Public Sector (T220) | 1 day
  Learn the key elements of citizen and client-centered service, and engage in service excellence.
• Service Fundamentals for Executives | Online pre-course module and 1 day in class
  As an executive in the public sector, explore the role you play in the design and delivery of citizen / client-centered service and how you can contribute to a culture of service excellence across the public service.

Partnerships

In the fall of 2011, the Institute for Citizen-Centered Service (ICCS) launched the Certified Service Manager™ Program External link, uniquely targeted to public sector managers and supervisors across federal, provincial, territorial and municipal jurisdictions.

The School is collaborating with ICCS to bring their courses and certification program closer to federal public service managers.

The School is hosting an ICCS course in the National Capital Region. We will have a French offering of the Public Sector Fundamentals and Advanced Public Sector Fundamentals courses on February 26 and 27, 2013. Note: Registration for these courses is through the ICCS External link.

• Public Sector Service Fundamentals (1 day) and Advanced Public Sector Service Fundamentals (1 day) External link
  These introductory courses for service delivery managers provide an overview of the key elements of public sector service delivery and improvement. These courses are a pre-requisite for the Certification Program.

ICCS courses offered in English in the Toronto area in February and March 2013:

• CSM202 | Human Aspects of Service Management | February 27 and 28, 2013
• CSM203 | Service Improvement | March 7, 2013
• CSM204 | Understanding and Enhancing Citizen Access | March 26, 2013

For more information on these courses, please visit the ICCS Web site External link.

Information

For more information on any of the service delivery courses, please contact Christine Racicot at 819-934-7255 or christine.racicot@csps-efpc.gc.ca.