The report provides a balanced overview of the government's progress to date with implementation of the Quality Services Initiative, a government-wide strategy to improve client satisfaction with the quality of service delivery to Canadians. The strategy outlines specific actions the government should take to improve client satisfaction with service delivery. To be phased-in over three years, the strategy is based upon four principles: client involvement, leadership, employee involvement, innovation. The report also outlines a course of action to sustain the momentum for change.--Executive summary

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