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Doubt is not a pleasant condition, but certainty is an absurd one.
The key objective of the 2000 Government of Canada Service Improvement Initiative is to reach a minimum 10% improvement in client satisfaction over the five years of the Initiative (by 2005) for each key service to the public. Another commitment of the Policy Framework for Service Improvement in the Government of Canada is to "report within the existing annual RPP (reports on priorities and plans) and DRP (departmental performance reports) planning and reporting process on: [...] annual improvements in client satisfaction [and] progress toward five-year satisfaction targets".
This report discusses the following issues in relation to these commitments:
13 pages, 261k [PDF format]
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