2003/04 – 2005/06 SERVICE PLAN Ministry of Management Services

Strategic Context

Ministry Vision

Enable the transformation and continuous improvement of government services to respond to the everyday needs of the people of British Columbia for innovative, client-focused and cost-effective service.

Mission Statement

Ensure business results by driving fundamental change and enablement technology across the British Columbia public service through the use of leading practices and creative service delivery models.

Values and Culture

The shared values and operating principles will include:

• Accountability — focused on results for the taxpayer
• Performance measured on business outcomes and realized results
• Client-focused and responsive service culture
• Recognition based on creativity, innovation, and calculated risk-taking
• Collaborative approach focused on knowledge transfer in and out
• Flexible and adaptive culture focused upon realizing opportunities and continuous improvement
• Individuals are treated with fairness, dignity, and respect
• Openness and transparency in all the Ministry does and communicates

Planning Context

Provincial Considerations:

• Public expectations will continue to emphasize greater transparency, accountability, and improved service quality from Government at reduced cost
• The public expects Government to enhance internal efficiencies. This will lead to a focus on streamlining the delivery of common information technology (IT), financial and administration services to Government Ministries
• The British Columbia private sector wants to be a valued partner in the provision of Government services
• There is a global focus on developing information-based economies requiring the public sector to provide leadership in innovative service delivery and e-Government
• While enjoying a high level of connectivity compared to the rest of the world, British Columbians still have inadequate access to advanced telecommunication and value-added online services
• Both expectations and concerns exist about how technology, including the Internet and wireless communications, impact people’s lives. Citizens wish to be more involved electronically with their Government
• The public expects Government to integrate services across multiple access channels (telephone, in person or electronically)

Ministry Service Transformation Opportunities:

1. Enhanced service delivery to improve the convenience, timeliness, and integration of multi-channel client service via the telephone, in person or electronically
2. Decreased marginal costs particularly in relation to the delivery of common IT services, financial and administration services, payroll services and procurement and supply services as well as online transactional services
3. Enhanced accountability as more information becomes available to the public and is presented in a number of useful and effective ways so that members of the public can hold the Government and individual Ministries accountable for their performance
4. Enhanced relevance particularly for those members of the public who use electronic technology as a matter of course in their daily lives
5. Enhanced economic development as more of Government’s services are brought online making British Columbia a more attractive place for high technology firms to invest. Increased access to high-speed connectivity will encourage economic growth in all areas of the Province
6. More connected Government particularly for those individuals and communities, which currently do not have high-speed Internet access
7. More collaborative Government as standardized electronic tools and processes are put in place to facilitate integrated Government activity