On April 28, the Canadian Government-funded i-LEAD Project delivered a training session on the Canadian New Standard for Citizen-Centered Service Excellence, bringing together 59 senior officials (27 female, 32 male) from the Arkhangai Governor’s Office and the Citizens’ Representative Khural.

Facilitated by Mrs. Susan Ingram, former Assistant Deputy Minister at Employment and Social Development Canada (ESDC), who brings over 35 years of public service experience, the session underscored a clear message: public services must be designed around citizens’ needs, experiences, and outcomes.

Mrs. Ingram emphasized that “the essence of citizen-centered service excellence lies in understanding and addressing the actual needs of the people we serve, rather than fitting them into existing governmental structures.” The training highlighted citizen-centered service as a key driver of trust, efficiency, and accountability in public service delivery.

The workshop was part of Catalyste+’s i-LEAD program, which aims to strengthen inclusive, equitable, and citizen-centered governance.