Goals, Objectives, Strategies and Results — Continued

Goal 5: The ministry operates effectively, responsively and accountably.

Core Business Areas:

Executive and Support Services.

In order for the ministry to fulfill its goals, it operates effectively, responsibly and accountably. This ensures quality service to clients and efficient use of tax dollars.

Objective 1:

Service delivery is streamlined and effective.

Strategies:

1. Technology-based options for ministry operations are implemented.

2. Performance improvement initiatives are implemented.

3. Risks that could affect the ministry's ability to fulfil its goals are identified, evaluated and managed.

Electronic fund transfers are an efficient means of providing income assistance to clients. They reduce costs, ensure payments are delivered through a verified process, and offer numerous advantages over the issuance of paper cheques, to both clients and the ministry.

Measure 5.1 is a new measure, and data is available from 2002/03 to establish a baseline. A higher percentage of clients using electronic fund transfers indicate that the ministry is successfully using technology-based options to provide streamlined and effective service.

The ministry is implementing enterprise-wide risk management by identifying and then assessing service plan risks at a process and operational level. The assessment will include the likelihood and effectiveness of controls in managing these risks, and a strategic risk profile will be developed. Measure 5.2 is a new measure that indicates success in identifying, assessing and profiling strategic risks facing the ministry. The target for future years is to complete risk profiles for all identified strategic risks.

Objective 1:

Reconsideration issues are efficiently resolved.

Strategy:

1. Meet regulatory requirements for reconsideration.

Clients have the right to request ministry decisions be reconsidered. This is an internal ministry process — a 'second look' — that is separate from the external appeal process. For the purposes of the measure, the ten business days begin when the client returns a signed Request for Reconsideration to the Employment and Assistance Office or to the regional office. The Regional Reconsideration Adjudicator reviews the information, and makes a new decision. If unsatisfied with this decision, a client may appeal to the Employment and Assistance Appeal Tribunal office.

Measure 5.3 is a new measure, reflecting changes to ministry procedures and the introduction of the reconsideration process. A higher percentage for this measure indicates the ministry is doing a better job of meeting regulatory requirements and of providing timely and efficient service to clients. A baseline will be established in 2003/04 and targets for subsequent years call for a steady increase in this measure.

Objective 1:

The ministry is a responsive and motivating employer.

Strategy:

1. Employee performance, planning and development reviews support ministry goals and objectives, and career endeavours.

Performance and development plans and personal learning plans are tools designed to enhance employee satisfaction and performance. A performance and development plan sets out the commitments of the employee and the employer to ensure success on the job and fulfillment of career plans. A personal learning plan sets out the employee's goals for development, and the efforts that will be made by the employee and the employer to support success.

Measure 5.4 tracks the percentage of ministry employees with a performance and development plan, while measure 5.5 tracks the percentage with a personal learning plan. A higher percentage for these measures indicates that the ministry is successfully supporting employee success and career development, thereby making the ministry a more effective organization and fulfilling its responsibility to be a responsive and motivating employer.