Ministry 2003/04 -- 2005/06 Service Plan -- Ministry of Community, Aboriginal and Women's Services

Performance Reporting — Continued

Core Business Area: Citizen access to government

To expand the range and access to government services through new business models and partnerships.

Performance Measure	Target 2002/03	Actual 2002/03
Number of communities with access to electronic government services using community access terminals. Baseline: 0	58	Community Access Terminals were installed in 58 communities in Spring 2002.
Customer service satisfaction with government agents (GA) as measured by annual survey.
Baseline: 94% of customers were satisfied with service from GA point of service.	95%	93% of customers were "Very satisfied" or "Satisfied" with the service they received at a Government Agent office.¹
Baseline: 97% of customers got what they needed when they visited the GA point of service.	95%	96% of customers got what they needed when they visited a Government Agent.¹


Discussion of variance:
¹	Although the numbers presented above suggest a slight decline from baseline levels of customer satisfaction, the variances are not considered statistically significant. In other words, satisfaction levels were essentially unchanged during 2002/03.

Other achievements for which targets were not set in the Service Plan for 2002/03:

During 2002/03, the Government Agents Branch took a lead role in the inter-ministry Service Delivery Project. This involved development of a strategy for integrated, multi-channel service delivery in 16 communities across British Columbia.
In 2002/03, Government Agents provided 2.1 million customers with information and access to government programs and services, and completed 2.3 million revenue transactions. The program areas that are accessed most frequently include the Medical Service Plan (payments and enquiries), driver licensing, and various forms of tax payments (primarily Provincial Sales Tax and Hotel Tax, and Real Property Tax for rural areas).