Language selection


Notice: To enable the transition to a new learning platform that is replacing GCcampus, all learners who are currently registered for online self-paced courses or self-paced certification programs in GCcampus must complete their in‑progress learning activities before February 4, 2022, at 5:00 pm (PT). Any training that is incomplete after this date will need to be restarted in the new platform, and all previous progress will be lost. Learn more about the School's new learning platform

Introduction to Citizen- and Client-Centred Service (T233)


Type: Online
Duration: 01:00 hours
Status: Active

The delivery of external services relies on a strong understanding of the needs and expectations of citizens and clients. This online self-paced course explores the different client needs and perspectives to consider in the design and delivery of client-centred services. Participants will learn about the Government of Canada's service delivery principles, the key concepts of citizen- and client-centred service, and the five drivers of client satisfaction.

Topics include:

  • exploring the Government of Canada's service delivery principles
  • defining citizen- and client-centred service and its importance
  • identifying and applying the five drivers of client satisfaction
  • highlighting the service expectations and priorities of citizens and businesses

Related topics

Service excellence

More details

More about this course
  • Topics: Service excellence
  • Community: Employees
  • Business line: GC and Public Sector Skills
  • Provider: Canada School of Public Service

Upcoming offerings

To register, you will be prompted to log in to your GCcampus account.

List of available offerings for course T233
Self-pacedIntroduction to Citizen- and Client-Centred Service (T233)OnlineOnlineEnglish


An Answer to Rex Murphy's Questions on Racism In Canada by Deputy Minister Daniel Quan-Watson

In this powerful video testimony, Deputy Minister Daniel Quan-Watson shares his personal experiences of racism, including as a public servant representing Canada on the world stage.

Anti-Racism Learning Series

Access tools, job aids, courses, workshops and events on topics such as anti-Black racism, unconscious bias, disaggregated data, mental health and the challenges faced by visible minorities in the public service.

This website is continually being updated in response to your feedback.

Let us know what you think of it.
Which platform is your comment about? (required)
Date modified: