Goals, Objectives, Strategies, Performance Measures and Targets — Continued

Goal 3: Develop and implement an overall strategy for the integration of client-focused, multi-channel service delivery. Efficiently and effectively operate corporate call centres, IVR, enterprise portals, and in person access to Government programs and services.

Objectives	Delivery Strategies
1. Operate corporate service delivery channels in a client focused way	• Manage and deliver BC OnLine, Enquiry BC, Multiple Address Change, BC Statistics, Waste Busters, BC Connects, BC Internet Services, Enterprise-wide Portal and Government Agents Branch • Expand access to government services through new business model partnerships • Expand access to government services through the use of technology • Design and implement integration and channel management mechanisms to optimize service delivery efficiencies and meet citizen service requirements
2. Ensure successful implementation of the Service Delivery Project recommendations, including those relating to Government Agents, citizen communication, and co-location of regional offices	• Create a dedicated service delivery implementation team with clear targets and deliverables
3. Establish an ongoing service delivery improvement initiative	• Establish a framework and the capacity for integrated service delivery

Key Performance Measures:

	Base 2002/03	Target
		2003/04	2004/05	2005/06
Percentage of customers satisfied or very satisfied with service from Government Agents	Establish baseline	90%	90%	90%
Percentage of customers satisfied or very satisfied with use of Community Access Terminals	—	Establish Baseline	Exceed Baseline	Exceed Baseline
Percentage of callers that are satisfied or very satisfied with the Enquiry BC Call Centre service	95%	>95%	>95%	>95%
Percentage of clients of the BC OnLine Help Desk service that are satisfied or very satisfied	95%	>95%	>95%	>95%
Percentage of external clients of BC Stats that are satisfied or very satisfied with the products and services (Three year survey cycle)	90%	—	—	>90%

• Delivery of an electronic channel integration strategy by September 2003
• Successful implementation of the Service Delivery Strategy by March 2004, as per the milestones and deliverables established in the project charter.

Supporting Core Business Area: Service and Channel Integration