Related Initiatives and Planning Processes

Regulatory Reform

The ministry will support Government’s Regulatory Reform initiatives by committing to controlling regulatory burden and improving regulatory quality by:

  • Identifying at least one regulatory reform opportunity that will shift the ministry’s regulations to be more citizen-centred, cost-effective, results-based, and responsive to our clients by reducing and/or streamlining the steps or business processes involved in complying with ministry regulations; and
  • Adhering to the regulatory criteria set out in the Regulatory Reform Policy, and targeting a zero per cent net increase in regulation through 2008/09. As reported in the 2004/05 Annual Service Plan Report, the ministry exceeded its three-year target of a 33 per cent regulatory reduction by achieving 34.3 per cent reduction by June 2004.

Information Resources Management Plan

The ministry Information Resource Management Plan overview is available on the ministry website at:

http://www.eia.gov.bc.ca/sp/

Citizen-Centred Service Delivery

Improvement in the design and delivery of client services remains a key priority of government. In keeping with this emphasis, the ministry will continue to pursue a number of initiatives targeted to better serve our clients and their families including:

Transformed Administrative Processes Integrated Service Delivery, implemented in 2005/06, is a new approach to delivering services that was informed by the feedback of front-line staff, clients and stakeholders. ISD transforms the way front-line staff serve and engage clients through new tools, information systems, processes and resources which offer:
 
  • More fair, thorough and transparent administrative processes;
  • Additional client contacts to work with clients to explore their initial and ongoing eligibility requirements;
  • Improved information exchanges regarding available service offerings that clients may be able to receive, including child care and other sources of income such as Employment Insurance or Canada Pension Plan;
  • Program delivery that offers consistent practices and levels of service regardless of where clients access our services in the province; and
  • Enhanced Loss Management controls which will reduce the incidence of fraud and inappropriate payments.
Service Oriented Culture The ministry is committed to the continued development of a service culture that is customer-focused, results-oriented and commonly held by all staff. Beginning in January 2006 and continuing through 2006/07, staff from across the ministry and all regions of the province will be participating in a series of workshops to establish our common organizational values, a Service Code and Service Standards. The results of this broad based employee engagement will provide consistent service-oriented day-to-day behaviours, and provide a basis for evaluating our performance in delivering services and interactions with clients.

As an organization, we also recognize that we must support and invest in our staff in order to provide them with the knowledge and skills necessary to implement innovative service delivery solutions and meet the standards our clients deserve.
Outreach Programs Individual circumstances and challenges should not preclude British Columbians from receiving the assistance they require. Over the next three years, the ministry will partner with local governments, the Premier’s Task Force on Homelessness, Mental Illness and Addictions and stakeholder groups to actively provide British Columbians in need access to our caseload. While the issues of homelessness are complex and not unique to British Columbia, we remain committed to making a difference and supporting better outcomes for individuals and communities, such as the Vancouver Downtown Eastside.
Improved Client Access The ministry is committed to increasing clients’ choice in how and when they access our services and information. Over the next three years, the ministry will continue to build upon the following service channels to better meet the needs of our clients and improve consistency across points of access:
 
  • Face-to-face: Ministry services are provided through 104 offices located in all regions of the province. Clients are provided with the opportunity to schedule individual appointments with front-line staff in order to better serve them and avoid unnecessary delays.
  • Telephone Service Centres: Clients and members of the public may also contact ministry staff through a toll-free number referring them to a Service Centre or an Employment and Assistance Centre. Because the number is toll-free, the service is available using any telephone. Approximately 50,000 calls are answered in the province each month through this service, responding to client crises such as a need for groceries or shelter. Expanded hours offered by the Interior Service Centre further enhance the ministry's ability to assist clients in need.
  • Internet: Increasingly, our clients are using the Internet as their preferred method of interacting with the ministry. Web-based services will include an online resource providing one-stop policy and program information for staff and the public; an Income Assistance Estimator offering immediate estimates on eligibility and potential levels of assistance; Orientation services offered with text and audio in twelve languages, and a Job Bank website with extensive links to employment information. To ensure that clients can access our Internet services, the ministry provides computer access in all our Employment and Assistance Centres and through partnerships with Service BC government agents in communities across the province.
  These initiatives provide particular benefit to our rural and disabled clients. We recognize that ultimately successful implementation of multi-channel service delivery is dependent upon the convenience and improved service it provides our clients.
Partnerships and Collaboration Ongoing efforts will be made to partner with other ministries and community organizations to deliver coordinated and effective social, health, educational and employment services. Key initiatives include:
 
  • working with the Ministry of Health to expand use of health and dental supports among eligible British Columbians;
  • collaboration with the federal government to increase the take-up rates of federal assistance and benefits;
  • assisting local governments and law enforcement agencies combat the issue of predatory and unscrupulous landlords and instances of fraud; and
  • continued support for the Vancouver Agreement.
Flexible Employment Programming Employment programming for clients has been redesigned beginning in 2006/07 to introduce new flexibility to better accommodate the skills and circumstances of our clients. Clients will soon be able to participate in new programming that is responsive to their individual needs and the needs of the labour market.
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