ICCS - Certification and Learning

Learn how to create an inclusive culture and climate through effective leadership, overcome common challenges to fostering diversity, and create teams that bring a range of perspectives and insights to your services.

Shift the way you think about service delivery whether you provide internal or external service in the public sector. Discover what a best in class service experience looks like from a citizens and businesses perspective.

Learn how to complement the general management knowledge and skills you already have by exploring how leadership – when combined with management skills –  can help to transform a culture and organization for the betterment of those they serve.

Designed for frontline service delivery professionals to improve your knowledge of the citizen-centred approach and professionalizing service delivery.

Lead your public sector organization to “up the game” in delivering better services specifically designed with the citizen in mind. This course will teach you the practicalities of becoming a service designer. 

Discover how a service improvement framework can help you with all aspects of the improvement process, from planning to implementation.

Created by public service leaders, the Certified Service Manager Program is designed to:

• Establish a common standard of service excellence
• Provide career development opportunities to public sector management
• Bring professional recognition to service delivery
• Improve the overall quality of services offered to citizens

Study the CSP Body of Knowledge and take the CSP Exam online.

This learning module explores key elements of successful public sector delivery at the organizational level.  It starts by describing characteristics in today’s public organizations and then looks at emerging trends.  Developing a clear understanding of what is happening today and what might be happening tomorrow positions service managers to meet potential demands more effectively.

Understand what citizens are saying about service delivery across the public service in Canada. Learn about existing surveys that are provided nationally as well as for participating jurisdictions. This is what outside-in listening looks like and how you can do the same for your organization.

Dive into the fundamentals of service delivery and being citizen-centred by learning the types of skills you need to have in your tool kit in order to provide good service. Discover what good service access looks like and how we can help our service recipients navigate the sometimes complex services that exist in the public sector.