Ministry 2003/04 -- 2005/06 Service Plan -- Ministry of Attorney General and Minister Responsible for Treaty Negotiations

Appendix — Continued

Performance Measures and Results for Business Areas with Direct Services to Government

The following business areas provide services to government, but not directly to the public. Objectives, measures, strategies and measures from the 2002/2003 Service Plan are included, along with the ministry goals that are relevant to each area and the results for 2002/2003.

Lawful Government

This business area supports the following ministry goals:

High-quality legal services are provided to government
The efficiency of all ministry operations is improved through the use of innovative business practices and technology

Objective:

Provide high quality legal services to ministries and government

Strategies:

Use client satisfaction survey results to improve the legal services delivered
Increase use of dispute resolution in litigation

Objective:

Advise the government on criminal law matters

Objective:

Deliver legal services as cost-effectively as possible

Strategies:

Reduce litigation costs through technology and re-engineered business processes
Adopt more cost-effective service delivery models
Ensure that cost of legal services is competitive with other comparable public sector organizations
Develop policies and procedures in respect of new ways to administer criminal justice in British Columbia
Encourage efficiency by increasing client ministry accountability for legal services expenditures

Objective:

Reduce the province's exposure to civil liability and control liability costs to government

Strategies:

Improve existing risk management practices, and introduce additional risk management measures
Improve the effectiveness of litigation management

Objective:

Respond to clients' changing needs for legal services

Strategies:

Improve the Memorandum of Understanding process with clients and develop appropriate levels of service
Provide client training in legal services
Use technology to provide current information and advice on emerging issues

Performance Measures:	2001/02 Actual	2002/03 Target	2002/03 Actual	Context
# of legal years of services provided (legal counsel, legal assistants — internal and external)	TBD	TBD	263 (Estimate)	Estimate based on 11 months of actual data for external counsel with a projection for the 12th month, and 12 months of actual data for internal counsel
Implementation of technology initiatives	Project under way	Project completed	Project completed	Target reached. Document Management System implemented to manage large-scale cases where document volumes are high. Practice Management System implemented to track and manage cases.
# of legal person years involved in providing advice to the government on criminal law matters	TBD	TBD	Measure abandoned	Ministry is unable to collect reliable and valid data at this time.
% of clients satisfied with services	91%	91%	N/A	Follow up survey was not completed in 02/03; priority was given to implementation of full cost recovery. A survey is planned for later in fiscal 2003/04, with reporting out in the last quarter.
Blended average hourly cost of internal and external services	$110 per hour	$110 per hour	$108 per hour (Estimate)	Estimated result; target likely surpassed. • Estimate based on 11 months of actual data for external counsel with a projection for the 12th month, and 12 months of actual data for internal counsel • Blended hourly rate is a quantified result of our organization costs. Measure should go down or remain steady • Data source is Legal Services timekeeping system and outside counsel expense tracking system. Both systems are considered reliable.
Cost of legal services as compared with other jurisdictions	Base rate = $110 per hour; External rates TBD	Cost remains less than or equal to external rates	N/A	Project not completed in fiscal 2002/03 due to other priorities. Work to develop external rates will begin in 2003/04.

Aboriginal Negotiation and Litigation

This business area supports the following ministry goals:

High-quality legal services are provided to government
The efficiency of all ministry operations is improved through the use of innovative business practices and technology

Objective:

Provide high-quality legal services in Aboriginal law matters

Strategies:

Use client satisfaction survey results to improve the legal services delivered
Increase use of dispute resolution in litigation

Objective:

Deliver legal services as cost-effectively as possible

Strategies:

Use technology and re-engineered business processes to reduce costs
Adopt more cost effective service delivery models

Performance Measures:	2001/02 Actual	2002/02 Target	2001/02 Actual	Context
Legal years of service provided for Aboriginal law matters (lawyers, legal assistants, researchers — internal and external)	TBD	TBD	40 (Estimate)	Estimate based on 11 months of actual data for external counsel with a projection for the 12th month, and 12 months of actual data for internal counsel
# of cases using alternate dispute resolution	No data	TBD	Unknown	No baseline information available since aboriginal litigation was brought on within fiscal year 2002/03. Baseline and targets can be established after sufficient information is collected.
Implementation of technology initiatives	Project under way	Project completed	Project complete	Target achieved. Document Management System implemented to manage large-scale cases where document volumes are high. Practice Management System implemented to track and manage cases.
% of clients satisfied with services	TBD	Maintain	Unknown	Survey was not completed in 02/03; priority was given to implementation of full cost recovery. A survey (as part of the general survey for legal services to government) is planned for later in fiscal 2003/04, with reporting out in the last quarter.
Blended average hourly cost of internal and external services	$113	$113	$103 (Estimate)	Estimated result; target likely surpassed. Reduction in measure indicates cost savings. Estimate based on 11 months of actual data for external counsel with a projection for the 12th month, and 12 months of actual data for internal counsel

Statutory, Special Accounts and Agencies, Boards and Commissions (ABCs)

This business area supports the following ministry goal:

The efficiency of all ministry operations is improved through the use of innovative business practices and technology

Objective:

Provide administrative and policy support to Ministry agencies, boards and commissions

Strategies:

Manage appointment process for agencies, boards and commissions associated with the Ministry of Public Safety and Solicitor General and the Ministry of Attorney General
Manage historical database for Ministry of Attorney General and Ministry of Public Safety and Solicitor General Ministerial Order and Order-in-Council appointments
Improve the efficiency and effectiveness of ABCs in reaching their program objectives

Objective:

Provide administrative support for all Commissions of Inquiry, Intermittent Committees, and Special Projects

Strategy:

Provide contract management, logistical and administrative support for identified statutory bodies (e.g., commissions of inquiry, Electoral Boundaries Commission, Judicial Compensation Committee) and to major project initiatives such as the Administrative Justice Project, Pay Equity Task Force

Performance Measures:	2001/02 Actual	2002/02 Target	2001/02 Actual	Context
% of appointment vacancies filled	100%	100%	100% Actual	Target achieved
% of appointment packages sent to Minister at least one month before expiry	80%	85%	90% Estimate	Estimated result; target likely surpassed • Unable to do an actual count as ABC appointment process is undergoing re-design and conversion of data into a new database (ACCESS). • The implementation of a new database will improve technical efficiency and performance measurement.
% of contracts in place within 30 days of direction to contract	85%	90%	100% Estimate	Target surpassed • Manual count; no automated system in place. All contracts were in place immediately after direction.
% of invoices processed within 60 days of receipt	85%	90%	100% Estimate	Target surpassed • Manual count; no automated system in place. All invoices were processed within 7 days of receiving them.

Corporate Services for Ministry of Attorney General and Ministry of Public Safety and Solicitor General

This business area supports the following ministry goals:

Laws and justice services are administered fairly, equitably and efficiently to all British Columbians, while individual rights and judicial independence are protected
The efficiency of all ministry operations is improved through the use of innovative business practices and technology

Objective:

Support the operational branches of the ministries and their associated agencies, boards and commissions

Strategies:

Provide administrative, research, analytical and business planning support
Review appeals, investigate complaints and inspect Corrections and Court Services facilities to ensure compliance with standards, policies, legislation and regulations
Develop secure and effective operational and management information systems, and improve access to electronic information
Ensure that staff are well trained and key positions and appointments are filled
Provide financial management services and resource analysis
Protect personal privacy while providing public access to records

Objective:

Provide corporate policy and secretariat services to Ministers and Deputies

Strategies:

Provide policy analysis and advice on inter-ministerial and inter-governmental developments in criminal, civil and family justice, human rights, administrative law, consumer protection and justice statistics initiatives
Represent the province at federal-provincial-territorial tables addressing justice and human rights issues
Respond to inquiries from MLAs and the public

Objective:

Prepare for and manage strategic shifts in programs and policies

Strategies:

Develop policy, legislative and implementation plans associated with the Core Review, the Administrative Justice Project, New Era commitments and broad government directions
Monitor the performance of all programs and the ministries' progress towards long-term goals
Ensure that staff are supported and transitions to new organizational structures proceed smoothly
Restructure the human rights system and oversight of the Ministry of Children and Family Development
Develop and enact private law and civil liability reforms

Performance Measures:	2001/02 Base Data	002/03 Target	2002/03 Results	Context
FIGARO system implemented	Implementation begun	Implementation completed	System is operational	Target achieved
Interface between PRIME BC and JUSTIN implemented	Implementation begun	Implementation completed	Pilot phase completed	Target postponed to conduct a pre-implementation pilot at three municipal police departments
# of completed investigations of complaints regarding corrections and courts facilities	485	670 (This figure is a projection of the number of complaints that will be received and investigated, and is not a true target)	791	Projection surpassed. The 2002/03 result shows a sizable increase over the projection and a 63% increase over the 2001/02 base data. The effects of consolidation of correctional centres and changes in programs are reflected in the numbers of complaints received and investigated. The number of complaints and subsequent investigations are expected to rise again in the next fiscal year.
Plain language modernization of the Residential Tenancy Act implemented	Modernization/ implementation begun	Implementation of modernized Act completed	New Residential Tenancy Act passed November 2002	Target achieved. Project completed
Provision to encourage parental responsibility for children who commit property crimes	Parental Responsibility Act in force Jan 2002	NA	NA	Target achieved in previous fiscal.
Reduction in regulatory requirements for businesses, the public and government	TBD	TBD	TBD	Amalgamations and evolving responsibilities within the Ministry of Attorney General will require more regulatory review to determine appropriate targets
# of Memoranda of Understanding (MOUs) in place to enhance ministry accountability for agencies, boards and commissions	0	2 – 3	0	Generic draft in final form. Individual MOUs being drafted with agencies in 2003/04.
Elections Act reforms enacted	Election date fixed	Review and analysis completed	NA	Legislation to establish fixed provincial election dates was enacted August 2002. Election Statutes Amendment Act came into force October 2002.
Administrative Justice Project results implemented	Project analysis begun	Project analysis ends and implementation of results begun	(Phase 1) Review completed. (Phase II) Administrative Justice Office established to oversee implementation of changes.	Project on target
Development of private law reform program	Program established	Amendments introduced	Framework for reinvigorating the process was completed.	Legislative amendments planned for 2003/04.
Civil liability reform	Discussion paper released	Decisions made	Summary of responses to consultation paper has been compiled and released	Legislation to be developed in 2004