Transcript No Slide Title

REVIEW
OF INSTITUTE
FOR CITIZEN
CENTERED SERVICE
Report to the Public Sector
Service Delivery Council and
the Public Sector Chief
Information Officers Council
February 2005
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Decisions Made
by the Joint Councils
In September the Joint Councils decided:
1. The ICCS and Joint Secretariat will form a new
“blended” organization.
2. The organization will have 7 staff, including an
Executive Director.
3. The organization will be funded by the Councils
according to Scenario 3.
4. The organization will be incorporated as an
independent Not-For Profit organization.
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Decisions Made
by the Joint Councils
Furthermore, with respect to incorporation, the Joint
Councils:
1. Approved the committee’s recommendations related
to the process of incorporation, including the number
and shape of the Board of Directors, membership
definition, and direction of the constitution and bylaws.
2. Directed the committee to hire legal counsel in order
to prepare papers of incorporation in advance of
February meetings.
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Decisions to be Made
by the Joint Councils
1. Provisional direction to file papers for incorporation,
pending final review by legal counsel in each
jurisdiction. Jurisdictional responses to be forwarded
by March 28th, 2005.
2. Indication of interest from members in serving on the
first Board of Directors
3. Approval of job description and strategy for hiring an
Executive Director
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Application for Incorporation
Name of the Corporation
Institute for Citizen-Centred Service has not been taken by any
other organization and has been pre-approved by Industry Canada.
Application by First Directors
Mary Tate, Lois Fraser, and David Primmer have volunteered to
serve as the first directors, pending approval from legal counsel in
their respective jurisdictions.
Objectives of the Corporation
The objectives reflect the mandate as approved by the Joint
Councils at Winnipeg.
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ICCS Approved Mandate
 To serve as a world-class centre of expertise and a champion for citizencentred service quality throughout the public sector.
 To undertake research into citizens' expectations, satisfaction levels, and
priorities for public sector service quality improvement.
 To be the custodian of the Common Measurements Tool (CMT) and to
provide a CMT data repository and benchmarking service for the publicsector.
 To act as a repository, disseminator and centre for the further development
of innovative and good practices in citizen-centred service delivery.
 To act as a platform for cross-jurisdictional initiatives promoting service
quality improvement.
 To proactively coordinate the activities of the PSCIOC and PSSDC, liaising
with other organizations to ensure the work of the Councils is relevant, wellinformed, and strategically positioned.
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By-Laws: Membership
(Article 3)

While current business plan does not
contemplate the ICCS supporting a broad
membership, the by-laws are structured to give
Board this flexibility.
 Two Classes of membership:
– Voting: Public Sector
– Non-Voting: Private Sector, Not-for-profit, academic

Within each class of membership there will be
both individual and organizational memberships
– Opportunity to engage broader communities in both a
monetary and contributory sense
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By-Laws: Board of Directors
(Article 5)

Board to consist of at least 3 and not more than
18 members
– Interviews suggested keeping Board relatively small

Board elected by the voting membership (the
Councils)
 Board members to serve not more than 2
consecutive 3-year terms
– First Board elected to staggered terms to ensure
continuity.
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By-Laws: Board of Directors (2)

Empower four executive positions (President,
Vice-President, Secretary, and Treasurer)
– Appoint immediate past-president as honorary exofficio board member

Explicit language to keep Board representative
of “the nature and diversity” of the community
– Enable Board to appoint honorary (non-voting) board
members to balance representation and draw
required expertise when needed

Directors to serve without remuneration
– Allow for reimbursement of expenses where
appropriate
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By-Laws: General Meetings
and Executive Director
(Articles 4 and 7)
Annual General Meeting to elect Board of
Directors, review business/strategic plans,
and other business
 Executive Director responsible to the Board

– Administer day-to-day business
– Manage accounts according to financial plan
– Maintain relations with the membership
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By-Laws: Other









Article 1: Definitions
Article 2: General
Article 6: Directors’ Meetings
Article 8: Protection of Directors and Officers
Article 9: Execution of Deeds and Banking
Article 10: Intellectual Property
Article 11: Notice
Article 12: Auditor
By-Law #2: Borrowing of Money
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Governance: Legal Research

Each jurisdiction was asked to explore how its legal
environment would affect the ability to participate in
the governance structure of a not-for-profit
corporation.

Survey of relevant legislation and regulations
suggests some restrictions in certain jurisdictions, but
nothing to stop participation:
– E.g. Federal Gov’t / Nunavut / NWT cannot be engaged in the
procurement or dissolution of the corporation.

Council members were strongly encouraged to
consult with legal council in their jurisdiction.
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Decision Point
1. Provisional direction to file papers for
incorporation, pending final review by legal
counsel in each jurisdiction. Jurisdictional
responses to be forwarded by March 28th, 2005.
2. Indication of interest from members in serving on
the first Board of Directors
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Executive Director
Job description highlights roles and responsibilities as well as
four sets of qualifications for evaluation:
•Knowledge and Experience:
•Service delivery
•Information technology
•Senior Executive experience
•Leadership:
•Strategic planning and vision
•Relationship Building:
•Working in a collaborative environment
•Personal Characteristics
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Recruiting an Executive Director
Committee recommends hiring an interim Executive Director:
• Ability to hire someone quickly
• Allows time for ICCS to stabilize which should expand the
pool of interested candidates
Selection Panel would be established to review potential
candidates and make a recommendation.
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Decision Point
Approval of job description and
strategy for hiring an Executive Director
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Timeline
September : Joint Council decides on organizational direction
October : Hire independent legal council
November 30th: Jurisdictional deadline for commitment to financial
model. Unless otherwise notified, commitment is
assumed by committee.
December : Identify founding Directors
February : Return to Councils for final approvals with incorporation
papers ready
March 28th, 2005: Jurisdictional deadline for commitment to participate
as members of the corporation and potential members
of the Board
April : File for incorporation
 June : Founding Directors call first meeting of the corporation
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ICCS Review Committee
Lois Bain, Ontario
Brian Marson, Treasury Board of Canada
Joan McCalla / Laurie Sweezey, Ontario
Jocelyne Sauriol, Québec
Victor Abele, Treasury Board of Canada
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