New Directions Series
The Institute of Public Administration of Canada (IPAC) sponsors issue-oriented working groups of public servants and academics to find practical solutions to emerging issues. The results of their work are presented in this series.
New Directions are published in the language in which they were written; an executive summary is provided in the other official language.
Research to Results: A Decade of Results-Based Service Improvement in Canada
by Ralph Heintzman and Brian Marson Published in March 2009
Members can log into the Member's Section of the website to view the full document
This document can also be purchased through the online store.
Over the past decade, the Canadian public sector has undertaken a remarkable journey in service improvement, from research to results. This journey has made Canada an acknowledged world leader in public sector service delivery. It has allowed the Government of Canada to make dramatic gains in service results, overtaking the provincial level and even closing the gap with the municipal level in service reputation. The service performance of many Canadian public sector organizations now surpasses private sector results and benchmarks. The roots of this success are traced to citizen-centred “action research” initiatives, beginning in the late-1990s, that laid the foundation for service improvement strategies based on empirical knowledge of citizen expectations and priorities, including the “drivers” of citizen satisfaction with public sector service delivery. Action research approaches have also created innovative common measurement tools and pan-public sector institutions for ongoing research, benchmarking and collaborative, citizen-centred service improvement initiatives. Canadian experience over the past decade shows how public management reform initiatives can and should be rooted in solid research, how building communities of practice can establish platforms for change across the public sector, and how a results-based, “outside-in” approach to public management can transform the performance of the public sector.
UK Public Service Reforms: A Canadian Perspective
by Tony Dean Published in February 2009
Members can log into the Member's Section of the website to view the full document
This document can also be purchased through the online store.
The United Kingdom is a world leader in the practice of governance and public administration. The UK’s strong historical and constitutional ties with Canada also make it an obvious place to look for innovations in public policy and service delivery. Innovation emerges out of the priority given to citizen engagement, horizontal government in service delivery and improved capacity for policy development and execution.
This review, conducted in 2008, assesses the status of public service reform and renewal in the United Kingdom in four high-impact areas: 1) the transformation of the human resources strategy and implementation (including policy capacity), 2) the organization of the public service to deliver on political priorities, 3) the assessment of departments’ capability to deliver on mandates, and 4) the improvement of the delivery of integrated services to citizens. It starts with the history and status of UK reforms and in some cases draws heavily on independent reviews. Analysis is followed by comparisons with Canadian experiences and future considerations for Canadian leaders.
This review is part of an effort by the Government of Canada and Province of Ontario to identify and disseminate knowledge, skills and best practices from other jurisdictions. It effectively reinforces the importance of sharing innovations in public service reform. The author wrote the review during his 2008 secondment from Ontario to the Canadian High Commission in London; the review was commissioned by Kevin Lynch, the Clerk of the Privy Council and Head of Public Service for the Government of Canada.
The Top Ten Topics in Public Administration Scholarship: An International Perspective
by Micheal McConkey and Patrice Dutil, IPAC
What do scholars consider to be areas deserving of inquiry in the broad field of public sector management and administration? In order to identify the current state of the professional interest, forty eight scholarly journals from around the world were identified and their contents of the last two years were analysed. Over 950 articles were examined for this study. A range of categories was defined in order to make sense of the scholarly output and, based on the number of articles published in each category; a list of the “top ten” areas were detected as the ones that have attracted the most interest. The most popular? Regulation and Health Policy.
Dreaming of the Regulatory Village; Speaking of the Regulatory State
edited by Michael McConkey and Patrice Dutil
A collection of essays from scholars from around the world, drawn from the IPAC "International Brainstorm on the Future of the Regulatory State" held in Toronto in December 2004.
by Michael McConkey and Patrice Dutil
Managing Service Transformation Relationships Between Government and Industry: Best Practices
by Patrice Dutil, John Langford, Jeffrey Roy
Based on the study of seven cases drawn from the Government of Canada, provinces and municipalities, this study examines the conditions of successful collaborations between the public and private sectors. It proposes 20 steps to attain "sustainable collaboration".
From Measuring To Managing Performance: Recent Trends in the Development of Municipal Public Sector Accountability
by Thomas Plant, Carol Agocs, Emmanuel Brunet-Jailly and Janine Douglas
This research project examines and evaluates the implementation of North American municipal government performance management systems. It explores an empowerment-learning model of performance management for local government that assesses and improves performance. It also examines the roles of elected officials, employees and citizens in performance measurement, reporting and implementation. A process that grounds decisions in concrete measures allows local public administrations to move from measuring to managing performance. Eleven case studies provide a comparative evaluation of how best such a system can be instituted and operated.
New Approaches in Achieving Compliance with Statutory Employment Standards
by Patrice Dutil and Ron Saunders
All Canadian jurisdictions have laws that specify minimum standards of employment. These standards include minimum wages, rules regarding overtime pay, the provision of paid vacations and public holidays, and job protection for employees who take maternity or parental leave. Without such laws, workers who lack power in the labour market may face terms and conditions of work below levels seen as acceptable by the public. This study looks at how governments can fulfill their regulatory obligations in a manner that will improve the working lives of Canadians and also create a more transparent and effective role for government. The findings in this report point to the feasibility of building on successful practices across our country to construct a flexible, nimble regulatory system that will succeed in discouraging exploitation and in making creative and careful use of public administration.
Reinventing Service: Processes and Prospects for Municipal Alternative Service Delivery
by Toby Fyfe, Michael McConkey and Patrice Dutil
This study, collaboratively undertaken by IPAC and the Governance Network, examines the exploration of new ways of delivering services that has been conducted by municipalities across Canada. Based on five cross country roundtables and thirteen case studies, the project puts answers and options in the hands of municipal decision-makers. It also has a review essay on recent literature and a set of guidelines for managing a municipal service improvement strategy. In the era of ASD, municipal public management has taken a new inflection, requires new skills, and faces new challenges. This New Directions study helps municipal managers be better prepared to face those challenges.
Making Connections: Municipal Governance Priorities Today
by Michael McConkey and Patrice A. Dutil
This collection of essays from scholars and practitioners addresses key issues and challenges confronting municipalities in choosing their governance priorities. The collection is organized into three sections. The first provides broad overviews of the political and economic context for today's municipalities and considers how they have responded to challenges such as the changing political landscape, fiscal constraint and globalization. The second section looks at the opportunities provided by leading initiatives to harness information and knowledge in the interest of more effective governance strategy. Business planning and performance measurement are among the issues addressed. The third section examines and reflects upon some of the engagements that are essential for a dynamic municipality today: means to successfully engage public participation and a reconsideration of the intergovernmental relation with provinces are addressed.
Competitive Cities, Healthy Communities: Charting Collaboration
by Patrice A. Dutil
This report summarizes the key points raised during a symposium held at the Morris J. Wosk Centre for Dialogue in Vancouver, British Columbia in 2003. The objective of the symposium was to improve understanding and share intergovernmental perspectives on “competitive cities” and “healthy communities” and to explore some long-term strategic thinking about their future direction. Included are texts that offer insights on the perspectives of the business, artistic, and aboriginal communities as well as insights on managing big cities, smaller cities and a competitive city on the other side of the border: Portland, Oregon.
“Always Better”: Continuously Innovative Public Sector Organizations in Canada
by Peter Buker
This is a study of thirteen government organizations that have proven to be consistently innovative. What makes them special? The cases examined are: Canada Customs and Revenue Agency in PEI, Canadian Trade Commissioner Service, Earth Sciences Sector of Natural Resources Canada, Veteran Affairs, Centre for Learning and Development in the Government of Newfoundland and Labrador, Liquor Control Board of Ontario, Service New Brunswick, Windsor Public Library, Vancouver's Coalition for Crime Prevention and Drug Treatment, the City of Oshawa, Manitoba's Ministry of Advanced Education, the Strategic Policy Division of Human Resources Development Canada, Investissement Quebec.
Serving the Public North of 60: A Rediscovering Public Service Project
by Frances Abele and Katherine Graham
This is a study of public service challenges unique to Canada's northern territories. Part of IPAC's “Rediscovering the Public Service” Project, which is inspired by the desire for discussion of challenges for Northern government by IPAC members and their colleagues, the series of roundtables resulting in this publication were organized in 2002 – one in each of the territorial capitals. The study reveals that, while the territories have dealt with the changes and challenges facing all governments over recent years, there have been uniquely northern concerns that have been even more challenging. These unique challenges included the “territory building” process, an aboriginal baby boom, the smallness and isolation of communities, and the influence of the “aboriginal claims fact.” Additionally, in each territory these challenges have taken unique forms. This publication reveals an important craft of Northern public administration that warrants broader appreciation of its achievements.
To Better Serve Canadians: How Technology is Changing the Relationship Between Members of Parliament and Public Servants
by Jonathan Malloy
This is a study of the changing relationships between Members of Parliament and public servants, and the role of new Information and Communication Technology in those changes. Based on sample surveys and qualitative interviews, the study observes significant impacts on those relationships. However, these impacts have been moderated by organizational and institutional conventions – most notably the broad principle of ministerial responsibility. Online document transfer and e-mail are found to be two particularly underutilized applications that could build a stronger, more direct, relation between MPs and civil servants. It's suggested that enhancing these relationships is important to better serve Canadians.
Making Government the Best Place to Work: Building Commitment
by Monica Belcourt and Simon Taggar
Addressing a frequently perceived human resources crisis in the public service, this publication shows that this is not so much a recruiting problem as a commitment problem. Certain categories of public servants – young, professional and technical works particularly – exhibit a low level of commitment to their work, and to their employer. This study, drawing upon the lessons learned by nine award winning employers, demonstrates that the key solution to this situation lies in organizations making substantive commitments to their employees. Only then can they expect to see that commitment returned.
Business Planning in Canadian Public Administration
by Luc Bernier and Evan Potter
Originating out of an IPAC working group on business planning in government, this publication addresses the differences and similarities of business planning in Canadian governments. The representatives of five jurisdictions – the federal government, and the provincial governments of Quebec, Ontario, Saskatchewan and Alberta – present their experiences with business planning.
Collaborative Government: Is There a Canadian Way?
by Donald Lenihan and Susan Delacourt
If partnerships are the way of the future for government, as many claim, is there a distinctive Canadian approach to such partnerships? This question was explored through roundtables and a national conference that resulted in this publication. It explores the multiple partnership options, and the implications for governance, intergovernmental opportunities and citizen participation that are implied by these options. The possibility for entirely reinventing governance in the new century is implicit in these multiple partnership options. Reflecting upon how far Canada wants to go in that direction is a central concern of this book.
Crossing Boundaries: Privacy, Policy, and Information Technology
by Harvey Schacter
A gathering of MPs, civil servants, academics, journalists and privacy advocates came together for these workshops addressing the issues related to integrating information technology into government operations. It was titled Crossing Boundaries to emphasize the horizontal and networking tendencies intrinsic to the technology. Both the practical and philosophical imperatives that compel a high regard for concerns of privacy are explored at length. Questions of equity, learning and the impact of IT on political and social relations are also considered.
Improved Reporting to Parliament
by Jim Thomas
This report from a series of roundtables looks at the need and means to provide improved reporting to Parliament. The need to accomplish this is reflected in the new emphasis on result-based accountability, performance measurement and collaborative arrangements. Successes in these areas rely for their long-term benefits on an appreciation by parliamentarians. This highlights the significance of effective reporting to Parliament. It was concluded that more collaborative relationships between parliamentarians, their staff, and the administrative departments is required to meet the desired quality of reporting.
From Controlling to Collaborating: When Governments Want to be Partners
by Jim Armstrong and Donald Lenihan
With a case study focus on the Labour Market Development Agreements between the provinces and the federal government, this publication on government's collaborative partnerships looks at a wide range of relationships that may be redefined by such new initiatives. The study addresses the new approaches, tools and instruments of governance in policy development, planning and evaluation, and public consultation that such initiatives will entail. The shift from “process” to “outcome” based priorities is explored.
Performance Management: Linking Results to Public Debate
by John English and Evert Lindquist
This is a report from a series of roundtables convened to discuss issues of performance and accountability in public administration. The approach was innovative in that it involved those outside the usual representatives of government organizations. Journalists and members of parliament were also invited to participate in what proved to be a wide-ranging discussion on performance management.
Co-Management and Performance Measurement in the Jewellery Industry: A Golden Opportunity?
by Ann Rauhala
This case study on performance measures and co-management – between consumers, business and government – focuses on the Canadian Jewellery industry. It was concerned with the means by which eroded confidence in the industry could be revived through co-management measures. A key recommendation was the creation of an accreditation program for the training and testing of appraisers.
New Directions are published in the language in which they were written; an executive summary is provided in the other official language.
Research to Results: A Decade of Results-Based Service Improvement in Canada
by Ralph Heintzman and Brian Marson Published in March 2009
Members can log into the Member's Section of the website to view the full document
This document can also be purchased through the online store.
Over the past decade, the Canadian public sector has undertaken a remarkable journey in service improvement, from research to results. This journey has made Canada an acknowledged world leader in public sector service delivery. It has allowed the Government of Canada to make dramatic gains in service results, overtaking the provincial level and even closing the gap with the municipal level in service reputation. The service performance of many Canadian public sector organizations now surpasses private sector results and benchmarks. The roots of this success are traced to citizen-centred “action research” initiatives, beginning in the late-1990s, that laid the foundation for service improvement strategies based on empirical knowledge of citizen expectations and priorities, including the “drivers” of citizen satisfaction with public sector service delivery. Action research approaches have also created innovative common measurement tools and pan-public sector institutions for ongoing research, benchmarking and collaborative, citizen-centred service improvement initiatives. Canadian experience over the past decade shows how public management reform initiatives can and should be rooted in solid research, how building communities of practice can establish platforms for change across the public sector, and how a results-based, “outside-in” approach to public management can transform the performance of the public sector.
UK Public Service Reforms: A Canadian Perspective
by Tony Dean Published in February 2009
Members can log into the Member's Section of the website to view the full document
This document can also be purchased through the online store.
The United Kingdom is a world leader in the practice of governance and public administration. The UK’s strong historical and constitutional ties with Canada also make it an obvious place to look for innovations in public policy and service delivery. Innovation emerges out of the priority given to citizen engagement, horizontal government in service delivery and improved capacity for policy development and execution.
This review, conducted in 2008, assesses the status of public service reform and renewal in the United Kingdom in four high-impact areas: 1) the transformation of the human resources strategy and implementation (including policy capacity), 2) the organization of the public service to deliver on political priorities, 3) the assessment of departments’ capability to deliver on mandates, and 4) the improvement of the delivery of integrated services to citizens. It starts with the history and status of UK reforms and in some cases draws heavily on independent reviews. Analysis is followed by comparisons with Canadian experiences and future considerations for Canadian leaders.
This review is part of an effort by the Government of Canada and Province of Ontario to identify and disseminate knowledge, skills and best practices from other jurisdictions. It effectively reinforces the importance of sharing innovations in public service reform. The author wrote the review during his 2008 secondment from Ontario to the Canadian High Commission in London; the review was commissioned by Kevin Lynch, the Clerk of the Privy Council and Head of Public Service for the Government of Canada.
The Top Ten Topics in Public Administration Scholarship: An International Perspective
by Micheal McConkey and Patrice Dutil, IPAC
What do scholars consider to be areas deserving of inquiry in the broad field of public sector management and administration? In order to identify the current state of the professional interest, forty eight scholarly journals from around the world were identified and their contents of the last two years were analysed. Over 950 articles were examined for this study. A range of categories was defined in order to make sense of the scholarly output and, based on the number of articles published in each category; a list of the “top ten” areas were detected as the ones that have attracted the most interest. The most popular? Regulation and Health Policy.
Dreaming of the Regulatory Village; Speaking of the Regulatory State
edited by Michael McConkey and Patrice Dutil
A collection of essays from scholars from around the world, drawn from the IPAC "International Brainstorm on the Future of the Regulatory State" held in Toronto in December 2004.
by Michael McConkey and Patrice Dutil
Managing Service Transformation Relationships Between Government and Industry: Best Practices
by Patrice Dutil, John Langford, Jeffrey Roy
Based on the study of seven cases drawn from the Government of Canada, provinces and municipalities, this study examines the conditions of successful collaborations between the public and private sectors. It proposes 20 steps to attain "sustainable collaboration".
From Measuring To Managing Performance: Recent Trends in the Development of Municipal Public Sector Accountability
by Thomas Plant, Carol Agocs, Emmanuel Brunet-Jailly and Janine Douglas
This research project examines and evaluates the implementation of North American municipal government performance management systems. It explores an empowerment-learning model of performance management for local government that assesses and improves performance. It also examines the roles of elected officials, employees and citizens in performance measurement, reporting and implementation. A process that grounds decisions in concrete measures allows local public administrations to move from measuring to managing performance. Eleven case studies provide a comparative evaluation of how best such a system can be instituted and operated.
New Approaches in Achieving Compliance with Statutory Employment Standards
by Patrice Dutil and Ron Saunders
All Canadian jurisdictions have laws that specify minimum standards of employment. These standards include minimum wages, rules regarding overtime pay, the provision of paid vacations and public holidays, and job protection for employees who take maternity or parental leave. Without such laws, workers who lack power in the labour market may face terms and conditions of work below levels seen as acceptable by the public. This study looks at how governments can fulfill their regulatory obligations in a manner that will improve the working lives of Canadians and also create a more transparent and effective role for government. The findings in this report point to the feasibility of building on successful practices across our country to construct a flexible, nimble regulatory system that will succeed in discouraging exploitation and in making creative and careful use of public administration.
Reinventing Service: Processes and Prospects for Municipal Alternative Service Delivery
by Toby Fyfe, Michael McConkey and Patrice Dutil
This study, collaboratively undertaken by IPAC and the Governance Network, examines the exploration of new ways of delivering services that has been conducted by municipalities across Canada. Based on five cross country roundtables and thirteen case studies, the project puts answers and options in the hands of municipal decision-makers. It also has a review essay on recent literature and a set of guidelines for managing a municipal service improvement strategy. In the era of ASD, municipal public management has taken a new inflection, requires new skills, and faces new challenges. This New Directions study helps municipal managers be better prepared to face those challenges.
Making Connections: Municipal Governance Priorities Today
by Michael McConkey and Patrice A. Dutil
This collection of essays from scholars and practitioners addresses key issues and challenges confronting municipalities in choosing their governance priorities. The collection is organized into three sections. The first provides broad overviews of the political and economic context for today's municipalities and considers how they have responded to challenges such as the changing political landscape, fiscal constraint and globalization. The second section looks at the opportunities provided by leading initiatives to harness information and knowledge in the interest of more effective governance strategy. Business planning and performance measurement are among the issues addressed. The third section examines and reflects upon some of the engagements that are essential for a dynamic municipality today: means to successfully engage public participation and a reconsideration of the intergovernmental relation with provinces are addressed.
Competitive Cities, Healthy Communities: Charting Collaboration
by Patrice A. Dutil
This report summarizes the key points raised during a symposium held at the Morris J. Wosk Centre for Dialogue in Vancouver, British Columbia in 2003. The objective of the symposium was to improve understanding and share intergovernmental perspectives on “competitive cities” and “healthy communities” and to explore some long-term strategic thinking about their future direction. Included are texts that offer insights on the perspectives of the business, artistic, and aboriginal communities as well as insights on managing big cities, smaller cities and a competitive city on the other side of the border: Portland, Oregon.
“Always Better”: Continuously Innovative Public Sector Organizations in Canada
by Peter Buker
This is a study of thirteen government organizations that have proven to be consistently innovative. What makes them special? The cases examined are: Canada Customs and Revenue Agency in PEI, Canadian Trade Commissioner Service, Earth Sciences Sector of Natural Resources Canada, Veteran Affairs, Centre for Learning and Development in the Government of Newfoundland and Labrador, Liquor Control Board of Ontario, Service New Brunswick, Windsor Public Library, Vancouver's Coalition for Crime Prevention and Drug Treatment, the City of Oshawa, Manitoba's Ministry of Advanced Education, the Strategic Policy Division of Human Resources Development Canada, Investissement Quebec.
Serving the Public North of 60: A Rediscovering Public Service Project
by Frances Abele and Katherine Graham
This is a study of public service challenges unique to Canada's northern territories. Part of IPAC's “Rediscovering the Public Service” Project, which is inspired by the desire for discussion of challenges for Northern government by IPAC members and their colleagues, the series of roundtables resulting in this publication were organized in 2002 – one in each of the territorial capitals. The study reveals that, while the territories have dealt with the changes and challenges facing all governments over recent years, there have been uniquely northern concerns that have been even more challenging. These unique challenges included the “territory building” process, an aboriginal baby boom, the smallness and isolation of communities, and the influence of the “aboriginal claims fact.” Additionally, in each territory these challenges have taken unique forms. This publication reveals an important craft of Northern public administration that warrants broader appreciation of its achievements.
To Better Serve Canadians: How Technology is Changing the Relationship Between Members of Parliament and Public Servants
by Jonathan Malloy
This is a study of the changing relationships between Members of Parliament and public servants, and the role of new Information and Communication Technology in those changes. Based on sample surveys and qualitative interviews, the study observes significant impacts on those relationships. However, these impacts have been moderated by organizational and institutional conventions – most notably the broad principle of ministerial responsibility. Online document transfer and e-mail are found to be two particularly underutilized applications that could build a stronger, more direct, relation between MPs and civil servants. It's suggested that enhancing these relationships is important to better serve Canadians.
Making Government the Best Place to Work: Building Commitment
by Monica Belcourt and Simon Taggar
Addressing a frequently perceived human resources crisis in the public service, this publication shows that this is not so much a recruiting problem as a commitment problem. Certain categories of public servants – young, professional and technical works particularly – exhibit a low level of commitment to their work, and to their employer. This study, drawing upon the lessons learned by nine award winning employers, demonstrates that the key solution to this situation lies in organizations making substantive commitments to their employees. Only then can they expect to see that commitment returned.
Business Planning in Canadian Public Administration
by Luc Bernier and Evan Potter
Originating out of an IPAC working group on business planning in government, this publication addresses the differences and similarities of business planning in Canadian governments. The representatives of five jurisdictions – the federal government, and the provincial governments of Quebec, Ontario, Saskatchewan and Alberta – present their experiences with business planning.
Collaborative Government: Is There a Canadian Way?
by Donald Lenihan and Susan Delacourt
If partnerships are the way of the future for government, as many claim, is there a distinctive Canadian approach to such partnerships? This question was explored through roundtables and a national conference that resulted in this publication. It explores the multiple partnership options, and the implications for governance, intergovernmental opportunities and citizen participation that are implied by these options. The possibility for entirely reinventing governance in the new century is implicit in these multiple partnership options. Reflecting upon how far Canada wants to go in that direction is a central concern of this book.
Crossing Boundaries: Privacy, Policy, and Information Technology
by Harvey Schacter
A gathering of MPs, civil servants, academics, journalists and privacy advocates came together for these workshops addressing the issues related to integrating information technology into government operations. It was titled Crossing Boundaries to emphasize the horizontal and networking tendencies intrinsic to the technology. Both the practical and philosophical imperatives that compel a high regard for concerns of privacy are explored at length. Questions of equity, learning and the impact of IT on political and social relations are also considered.
Improved Reporting to Parliament
by Jim Thomas
This report from a series of roundtables looks at the need and means to provide improved reporting to Parliament. The need to accomplish this is reflected in the new emphasis on result-based accountability, performance measurement and collaborative arrangements. Successes in these areas rely for their long-term benefits on an appreciation by parliamentarians. This highlights the significance of effective reporting to Parliament. It was concluded that more collaborative relationships between parliamentarians, their staff, and the administrative departments is required to meet the desired quality of reporting.
From Controlling to Collaborating: When Governments Want to be Partners
by Jim Armstrong and Donald Lenihan
With a case study focus on the Labour Market Development Agreements between the provinces and the federal government, this publication on government's collaborative partnerships looks at a wide range of relationships that may be redefined by such new initiatives. The study addresses the new approaches, tools and instruments of governance in policy development, planning and evaluation, and public consultation that such initiatives will entail. The shift from “process” to “outcome” based priorities is explored.
Performance Management: Linking Results to Public Debate
by John English and Evert Lindquist
This is a report from a series of roundtables convened to discuss issues of performance and accountability in public administration. The approach was innovative in that it involved those outside the usual representatives of government organizations. Journalists and members of parliament were also invited to participate in what proved to be a wide-ranging discussion on performance management.
Co-Management and Performance Measurement in the Jewellery Industry: A Golden Opportunity?
by Ann Rauhala
This case study on performance measures and co-management – between consumers, business and government – focuses on the Canadian Jewellery industry. It was concerned with the means by which eroded confidence in the industry could be revived through co-management measures. A key recommendation was the creation of an accreditation program for the training and testing of appraisers.
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