2004/05 - 2006/07 Service Plan -- BC Public Service Agency and BC Leadership Centre

Goal 1: Clients respect the Agency as a trusted and critical business partner.

Objectives:

1. Human resources are delivered by a shared services organization that is customer-centric.

2. The Agency has a profound understanding of our clients' business requirements and best practices in human resource management.

3. Human resource professionals have the business literacy skills required to serve the business needs of ministries.

4. Deputy Ministers' Council is supported to achieve their Corporate HR Plan.

5. Line management accepts ownership of human resource management.

6. Human resources staff exhibit professionalism and are recognized for demonstrated competence, depth and high-calibre knowledge in all human resource disciplines.

7. The Agency has strong partnerships and relationships with managers and executives.

Strategies:

1. Increase movement of human resource staff to line management and program areas and bring line management and program staff into the human resource organization.

2. Engage and involve line management and ministry strategic human resources personnel in the development of policies and programs.

3. Use ministry service plans as a foundation for developing human resource priorities.

4. Build business knowledge, problem diagnosis and consultation skills capacity in human resource staff.

5. Implement action plans to address service issues identified in the Client Satisfaction Survey.

6. Benchmark human resource processes, practices and systems against best practices to ensure the Agency and Leadership Centre are offering "best in class" to our clients and partners.

7. Capitalize on expertise from the Leadership Advisory Board to broaden the use of best practices in human resource management.

Performance Measures

Performance Measures	Baseline	2004/05 Target	2005/06 Target	2006/07 Target
Percentage of clients satisfied with overall service from the Agency.¹	53.9% in 2002/03	6% increase from 02/03 baseline	16% increase from 04/05 baseline	20% increase from 05/06 baseline
Percentage of organizations under the Public Service Act who receive full services from the Agency.²	57% in 2003/04	75%	80%	80%

The Agency's annual Client Satisfaction Survey is the source for this measure. It is administered by BC Stats and is based on a statistical sample of managers and supervisors across government. This measure is relevant to the goal because in order to be a trusted business partner with our clients, they must be satisfied with the service we provide. Readers should be aware that the baseline is an assessment of the old HR service delivery model. The survey from which it was derived was conducted in February 2003. The targeted increases for the next three years will lead to satisfaction rates of 57%, 66% and 79%, respectively.

This measure indicates the degree to which potential clients of the Agency choose to receive services from the Agency. If the Agency is indeed a trusted and critical business partner, the percentage for this measure will be high today and, even more telling, will remain high in the future when clients have more flexibility with regard to its HR service provider. Full services are day-to-day advisory and transactional HR services. Clients receiving full service as of January 1, 2004 include government Ministries and the following Agencies, Boards or Commissions: Land and Water BC, Environmental Appeal Board and Forest Appeals Commission, Forest Practices Board, Product Services, Provincial Capital Commission, Worker's Advisor, Employers' Advisor, Workers' Compensation Appeal Tribunal, Fresh Water Fisheries, Citizen's Assembly, Partnership BC Inc., and Oil and Gas Commission. The Agency clients who receive specialty services have been excluded from this measure. The source for this data is the government payroll system and the Agency's Client Services Division.

Goal 1: Clients respect the Agency as a trusted and critical business partner.