Guy Gordon is Executive Director, Institute for Citizen-Centred Service. He is
one of the founding members of the Institute. He is known and respected across
Canada for his work in the service delivery field. He has two post graduate
degrees from the University of Manitoba and is a graduate of the Queen’s
University, Executive Development Program.
During his career, Mr. Gordon was instrumental in providing leadership
respecting design, approval and implementation of key corporate service
delivery improvement initiatives including; “At Your Service Manitoba”,
“E-Service to Business”, “Single Window for Business” and “Online Service to
Citizens”.
He joined the Government of Manitoba in 2001 as Executive Director, People and
Work, Executive Council, Service First Initiatives. Mr. Gordon was responsible
for the development, promotion and success of internal consulting practices to
meet organizational need in areas of customer service, process re-engineering,
and change management.
In 2001, he was assigned to the position of Acting Assistant Deputy Minister,
Service Manitoba, Civil Service Commission. He was responsible for the
operation of Service Manitoba and the development and implementation of
corporate service delivery strategies. While at Service Manitoba, he also
developed and implemented corporate Service Delivery Strategies such as
“e-Business Service Delivery Strategy”, “In-Person Service Delivery Strategy”
and “Telephony Strategy”.
In 2007, Mr. Gordon became Executive Director, Service Transformation Manitoba,
Department of Science, Technology, Energy and Mines. He was responsible for the
operation of the Service and Innovation Branch and implemented a multi-year
government-wide” Online Services to Citizen Initiative”. He led the Integrated
Registration for Business SAP project to be implemented by April 1, 2009. Mr.
Gordon was a co-leader with the Civil Service Commission in the implementation
of a corporate “e-Learning” program including the procurement and
implementation of an enterprise wide LMS.
Prior to his service with the Government of Manitoba, he worked with the
Manitoba Pension Commission. As Superintendent of Pensions, Mr. Gordon was
responsible for administering The Pension Benefits Act of Manitoba regulating
500 employer sponsored pension plans, 225,000 plan members and $20 billion
dollars in assets.
Mr. Gordon has provided consulting services to three public sector pension plans
in Manitoba and Saskatchewan: Seven Oaks General Hospital Board, Seven Oaks
Hospital Management Team and Seven Oaks Wellness Institute.
Guy is a co-founder of the Manitoba Government Service Quality Partners; a grass
roots volunteer organization of 1,250 provincial civil servants interested in
management and service improvement. He is the co-author of “The Creation of a
National Citizen Satisfaction Index” which was presented at the 53rd American
Society for Quality Conference. He has been recognized for his commitment to
service and quality excellence.
Guy is an active participant in the American Society for Quality and the
Institute of Public Administration of Canada.