Case Study: Institute for Citizen-Centred Service cuts training costs with CafeX Spaces

Government agency delivers customer service training, cuts costs with CaféX Spaces

The Institute for Citizen-Centred Service (ICCS), a Canadian not-for-profit focused on public sector service excellence, needed a better way to deliver professional certification training. In-person sessions were expensive, and earlier online tools led to technical problems, late attendance, rescheduling, and too many scattered emails and collaboration tools. CaféX Communications provided CaféX Spaces as a secure, easy-to-use training workspace for pre-course and course content.

Using CaféX Communications’ CaféX Spaces, ICCS ran facilitated webinars for more than 80 participants across Canada, with English and French sessions, secure file sharing, surveys, and streamlined communications in one place. The LIVE feature kept training interactive while using very little bandwidth, and the system was implemented in less than a week. ICCS reported about $10,000 in savings on facilitator travel and accommodation, along with fewer emails, on-time sessions, and more engaged students.

Institute for Citizen-Centred Service

Alex Denike

Manager, Certification and Learning Program