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Performance Reporting — Continued Goal 4: The Ministry is an Accountable Organization
Measure 4.1: Number of times ministry web site is accessed. Number of calls, contacts across the other service delivery channels.Results
Description This measure assesses the degree to which people have access to ministry information and services electronically. Use of the ministry web site is expected to increase as more British Columbians become computer literate and gain access to the internet. The ministry has recognized that it is important to increase its use of technology, for improvement of the ministry's business processes, and for the benefit of ministry clients. A proxy measure (number of visits to the ministry web site) was included in the 2002/03 service plan as a way to highlight the importance of electronic service delivery. During 2002/03, the ministry expanded its use of information technology to include an income assistance estimator for people to assess their eligibility for income assistance, a child-care subsidy estimator for parents to assess their eligibility for a subsidy, a web-based orientation for clients, and e-learning services for staff. These tools are part of the ministry's effort to use technology to increase choices for clients and the public, and provide them with information to better enable them to exercise personal responsibility. As the chart above indicates, the web-based orientation was used between 2,494 and 7,228 times each month during 2002/03, the child care subsidy estimator was used between 1,132 and 3,255 times per month, and the income assistance estimator was used between 1,282 and 2,935 times per month. This measure is not included in the 2003/04 service plan. It measures outputs, rather than outcomes, and the ministry is striving to increase the number of performance measures that are outcome-oriented. Data Reliability and Assumptions Source: Ministry database. Reliability: High. However, the number of web site visits can be misleading and does not necessarily reflect the number of users. The number of requests is defined as the number of files opened per visit.
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| 2002/03 Target | Results |
|---|---|
| The majority of contracts are performance-based by 2003/04 | 100% |
Description
A performance-based contract links payments with the achievement or completion of a pre-determined deliverable. The deliverable must be measurable in order to evaluate the contractor's performance. Deliverables can be outputs (such as job descriptions, software packages, beds used in a hostel/shelter) or outcomes (such as employment program clients remaining independent of income assistance).
The service plan set out a target of a majority of contracts being performance-based, to be achieved by 2003/04. In 2002/03, this target was more than achieved, with 100 per cent of contracts being performance-based.
Why This Measure is Important
This measure helps to assess the ministry's progress in becoming more accountable for results. Performance-based contracts ensure a high level of service quality, as well as cost-effective use of ministry resources. Payments to contracted service providers are tied directly to the results they achieve.
The ministry will continue to monitor this measure in its next service plan. Future refinements may include distinguishing contracts that link payments to outcomes from those linking payments to outputs.
Data Reliability and Assumptions
Source: Ministry's records.
Reliability: High.
| Objective Accountability units are assigned across the ministry |
Strategy Implement a ministry-wide performance management system with assigned accountability |
Measure 4.3: Quarterly performance management reports and proportion of performance targets met
Results
Four quarterly performance reports were submitted to Treasury Board, reporting actual as compared to forecast financial and caseload information. Monthly caseload monitoring information was published.
The 2002/03 ministry service plan contained four performance targets. Three of these targets were met; program changes made the fourth target unnecessary and no longer relevant to ministry operations (see measure 1.1 for more information).
| 2002/03 Target | Results |
|---|---|
| Establish baseline for ministry-wide performance management | Baseline established:
Quarterly performance reports completed |
Description
This measure was intended to assess progress toward the implementation of a ministry-wide performance management system with assigned accountability. The measure included in the 2002/03 service plan is a proxy measure that highlights the importance of performance management.
Becoming a performance-based organization involves a shift in culture. To support this shift, the ministry has taken steps to identify accountabilities and monitor performance. Regional Executive Officers have signed accountability agreements that establish priorities for the year. In 2003/04, managers will sign Employee Performance and Development Plans that outline their priorities for the coming fiscal year. The ministry will continue to find ways to improve and refine its performance management system.
This measure is not included in the 2003/04 service plan. It measures outputs rather than outcomes and the ministry is striving to increase the number of performance measures that are outcome-oriented.
Data Reliability and Assumptions
Source: Ministry's records.
Reliability: High.
| Objective Individuals have access to an impartial and responsive appeal system |
Strategy Implement a regionally-based tribunal appeal system for BC Employment and Assistance Clients |
Measure 4.4: Average time taken to adjudicate appeals
Results
Between 1999 and 2002, adjudication of appeals took an average of 22 weeks. Since the introduction of Employment and Assistance Appeal Tribunals in September 2002, there was only one case where a hearing did not begin within 15 business days. Under the new appeal system, the majority of appeals can be adjudicated within six to seven weeks.
| 2002/03 Target | Results |
|---|---|
| Establish baseline for timeliness | Appeal hearing to be commenced
within
15 days Majority of appeals to be adjudicated within 6 to 7 weeks |
Description
In September 2002, the ministry introduced the Employment and Assistance Appeal Tribunal — a single, independent, streamlined appeal system. Its mandate is to ensure an appeal process that is open, fair and timely.
This measure helps to assess the efficiency of the ministry's appeal process.
Why this Measure is Important
Timely appeals reduce uncertainty for clients and provide for more efficient use of ministry resources in administering appeals. Development of a streamlined appeal process was identified as a key priority in the Premier's June 25, 2001 letter to the Minister of Human Resources.
Improvements To Measure
The ministry has refined this measure to better reflect outcomes, recognizing that average times could be significantly affected by a small number of cases that take either a very long or very short time to adjudicate.
New Measure (2003/04): Per cent of appeal hearings commenced within 15 business days
| New Measure | 2002/03 | 2002/04 | 2002/05 | 2002/06 | |
|---|---|---|---|---|---|
| Per cent of appeal hearings commenced within 15 business days | Targets | Establish Baseline | |||
| Results | 99% |
The ministry has established a baseline of 99 per cent of appeal hearings commencing within 15 business days.
Data Reliability and Assumptions
Source: Ministry's records.
Reliability: High.
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