Vision, Mission, and Mandate


Publication: 2012-12-10



Name:Owen Ambur


Name:Institute for Citizen-Centered Service


The Institute for Citizen-Centred Service (ICCS) became a non-profit Institute in 2005 after 10 years of research and has the licensing rights of Citizens First (CF), Taking Care of Business (TCOB) and the Common Measurements Tool (CMT).


  • Guy GordonGuy Gordon is the Executive Director of ICCS, joining ICCS in February 2009. Previously Guy was Executive Director of Service Transformation Manitoba. He has several years experience in the field of public sector service delivery. Guy was instrumental in the design and implementation of key corporate service delivery improvement initiatives in Manitoba including: "At Your Service Manitoba", "E-Service to Business", "Single Window for Business" and "Online Service to Citizens". Service Transformation Manitoba (STM) was established in December 2006 as a central leadership position for modernizing government. STM provides strong leadership to the activities of modernizing government operations and leveraging the values of SAP across the Public Sector in Manitoba. Prior to Service Transformation Manitoba, Guy was Acting Assistant Deputy Minister, Service Manitoba, Civil Service Commission and worked with the Manitoba Pension Commission as Superintendent of Pensions, Department of Labour. Guy has provided consulting services to Boards of Directors of three public sector pension plans in Manitoba and Saskatchewan: Seven Oaks General Hospital Board, Seven Oaks General Hospital Management Team, and Seven Oaks Wellness Institute. Guy has a Masters of Business degree, a Masters of Public Administration degree and a Bachelor of Arts degree (Political Studies) from the University of Manitoba. He is also a graduate of the Queen's University, Executive Development Program, Kingston, Ontario. Guy is an active participant in the American Society for Quality (ASQ), a member of the Institute of Public Administration of Canada (IPAC) and the Commonwealth Association for Public Administration and Management (CAPAM).

  • Art StevensonThe Institute recognizes the service of the founding Executive Director, Art Stevenson who served the Institute from February 2006 - January 2009.

  • ICCS FellowsUpdated July 11, 2012 -- The Institute for Citizen-Centred Service (ICCS) Fellows Program brings together outstanding champions in the citizen-centred service community to assist ICCS in providing leading edge programs and services. The Fellows are people with a wide range of skills and experience and a deep understanding of citizen-centred service. These individuals have been members of key stakeholder groups including: Public Sector Service Delivery Council (PSSDC); Public Sector CIO Council (PSCIOC); academic community; federal, provincial and municipal governments; and interested communities outsideCanada. Many of these individuals have received public service awards, including the Heintzman Leadership Award. The following individuals are currently Fellows of the Institute:

  • Art DanielsICCS Fellows Member -- 2003 Heintzman Leadership Award Winner Consultant

  • David MillerICCS Fellows Member -- 2004 Heintzman Leadership Award Winner Consultant

  • Lori MacMullenICCS Fellows Member -- 2005 Heintzman Leadership Award Winner, Executive Director, Canadian University Council of Chief Information Officers

  • Brian MarsonICCS Fellows Member -- 2006 Heintzman Leadership Award Winner, Consultant

  • Roy WisemanICCS Fellows Member -- 2007 Heintzman Leadership Award Winner, Former Chief Information Officer, Region of Peel

  • D. Scott CampbellICCS Fellows Member -- 2009 Heintzman Leadership Award Winner, Chair of the Board of Directors of Trillium Health Center

  • Bob StarkICCS Fellows Member -- 2010 Heintzman Leadership Award Winner, Deputy Minister and Chief Executive Officer, Service Ontario

  • Sue CorkeICCS Fellows Member -- 2011 Heintzman Leadership Award Winner, Former, Deputy City Manager, City of Toronto

  • Ralph HeintzmanICCS Fellows Member -- Senior Research Fellow, Faculty of Social Sciences, University of Ottawa

  • Denis IvesICCS Fellows Member -- Former Commonwealth Public Service Commissioner, Consultant to World Bank, CAPAM, AusAID

  • Ken KernaghanICCS Fellows Member -- Professor Emeritus of Political Science and Management at Brock University

  • Joan McCallaICCS Fellows Member -- Cisco Systems, Distinguished Fellow with the Global Public Sector Team, Internet Business Solutions Group (IBSG)