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Performance Reporting
Goal 3: Develop and implement an overall strategy for the integration of client-focused, multi-channel service delivery. Efficiently and effectively operate corporate call centres, integrated voice response, enterprise portals, and in-person access to government programs and services
Discussion
Beginning in 2003/04, the Ministry of Management Services' mandate broadened to include delivering services to the public and businesses. As a result, a number of service delivery organizations were combined into a single organization, now known as Service BC. This included the face-to-face services of the Government Agents, the phone services provided by Enquiry BC, and the government's Internet
services including BC OnLine. The goal, as stated above, reflected both the long-term cross-government strategies for making government services more client-centred, as well as the short-term strategies necessary to bring the disparate corporate service delivery parts of the public service into a single effective organization.
Through a process of strategic planning, Service BC has clarified this goal. It is now stated as "Cost-effective and efficient access to government services and information for citizens, businesses and the broader public sector." |
Core Business Area: Service and Channel Integration
Objective:
1. Operate corporate service delivery channels in a client-focused way
- Manage and deliver BC OnLine, Enquiry BC, Multiple Address Change, BC Stats, Waste Busters, BC Connects, BC Internet Services, Enterprise-wide Portal and Government Agents Branch
- Expand access to government services through new business model partnerships
- Expand access to government services through the use of technology
- Design and implement integration and channel management mechanisms to optimize service delivery efficiencies and meet citizen service requirements
| Performance Measures |
2002/03 Actual |
2003/04 Target |
2003/04 Actual |
2003/04 Variance |
| Percentage of customers satisfied or very satisfied with service from Government Agents |
— |
90% |
96% |
+6 percentage points |
| Percentage of customers satisfied or very satisfied with use of Community Access Terminals |
— |
Establish baseline |
N/A
(please refer to Appendix F) |
— |
| Percentage of callers who are satisfied or very satisfied with the Enquiry BC Call Centre service |
95% |
>95% |
98% |
+3
percentage points |
| Percentage of clients of the BC OnLine Help Desk service who are satisfied or very satisfied |
95% |
>95% |
99% |
+4 percentage points |
| Percentage of external clients of BC Stats who are satisfied or very satisfied with the products and services (three-year survey cycle) |
90% |
— |
— |
— |
Discussion
This series of measures focuses on the satisfaction with the services received from the ministry. This is an appropriate and relevant way to address the organization's ultimate success in delivering services.
All of the customer satisfaction measures are gathered using the Common Measurements Tool (CMT), a survey instrument that is based on research into the drivers of customer satisfaction in government service delivery. This research has found that the drivers of customer satisfaction are timely service, knowledgeable staff who go the extra mile to help clients, fair treatment, and a successful outcome. The use of the CMT will also permit benchmarking against other similar service delivery agencies across Canada at all levels of government. Readers are referred to Appendix F "Performance Measures: Methodology" for information about how these data were calculated.
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Objective:
2. Ensure successful implementation of the Service Delivery Project recommendations, including those relating to Government Agents, citizen communication, and co-location of regional offices
- Create a dedicated service delivery implementation team with clear targets and deliverables
| Performance Measure Target |
2003/04 Actual |
| Successful implementation of the Service Delivery Strategy by March 2004, as per the milestones and deliverables established in the project charter |
Target met |
Discussion
The Service Delivery Initiative (as it is now known) started with the specific objective of improving the co-ordination and delivery of government services in communities. Initially, a series of steps necessary to move the project forward were identified, and used as milestones to assess performance.
The project charter identifies two sets of deliverables:
• At the community level, the creation of Cross Ministry Work Teams to optimize the delivery of services in communities.
• At the corporate level, the development of a government-wide service delivery strategy and preliminary implementation plan to make government services more client-centred. In order to enable the implementation, the development and support of a new cross-government decision-making model was added as a project deliverable.
As the Initiative matures, outcome based performance measures are being developed that will assess the effectiveness and efficiency of the strategies that are adopted.
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Objective:
3. Establish an ongoing service delivery improvement initiative
- Establish a framework and the capacity for integrated service delivery
| Performance Measure Target |
2003/04 Actual |
| Delivery of an electronic channel integration strategy by September 2003 |
The e-BC Strategy was developed to provide a foundation for electronic government. This strategy document was issued in April 2004 (includes strategy document and detailed chapters on Management Elements necessary to deliver on e-Government). |
Discussion
The e-BC Strategy, led by the CIO and Service BC, will form the foundation for the e-BC Plan and will link to the Client Centred Service Delivery Framework and to other corporate planning processes. The e-BC Strategy will play a significant role in ensuring that British Columbians can access government programs and services in the most efficient and convenient manner possible.
As noted in the ministry's 2004/05 – 2006/07 Service Plan, outcome based performance measures will be developed upon completion of the e-BC strategy.
This objective is now part of a broader goal of "Effective electronic service transformation initiatives." |
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