Goal 4: Achieve excellence in customer service and be recognized as a good employer.
Core Business Areas: All
Objective: Excellent service is provided to all British Columbians.
Key strategy: Undertake annual surveys of customer satisfaction and compare survey results with baseline data to ensure customer needs are met.
| Performance Measure |
2002/03 Actual
|
2003/04 Target |
2003/04 Actual |
Variance |
Customer Satisfaction Survey:
Highway users' satisfaction with existing ministry services and delivery processes, rated on a scale of 1 to 10 |
6.49 |
6.50 |
6.51 |
0.01 |
| Linkage to goal and objective |
| The Customer Satisfaction Survey is major step towards making the ministry more service-oriented. It reflects the ministry's commitment to build on successes, learn from challenges and continue to improve. The Customer Satisfaction Index rose from 6.49 to 6.51 out of 10, with many workgroups showing an improvement over their last years' satisfaction ratings. Streamlining business processes will increase customer satisfaction. Recent survey results suggest the ministry is succeeding in its efforts to improve service quality. |
| Descriptive information |
Ministry staff conducted a total of 1,043 surveys throughout the province in 2003 and used the results and public feedback to improve customer service processes and procedures. The target and actual results reflect a weighted average of several areas that were surveyed. The ministry is targeting its efforts in the areas that indicate a greater need for improvement. The ministry continues to conduct focus group sessions with individual stakeholder groups to identify specific gaps in service delivery and to determine how to refine its ways of doing business to better meet customer needs.
In comparison, Canada-wide satisfaction with provincial/territorial government services averaged 6.5 out of 10, according to a 2002 survey by Citizens First. Canada-wide satisfaction with road construction, maintenance and snow removal services was 4.7 out of 10.
|
| Factors impacting results |
| The baseline of performance was established during the ministry's recent restructuring, which may have affected the customers' perceptions of service delivery. The ministry is committed to a process of continual improvement of customer satisfaction in key areas. |
Objective: Employees are provided with the support, training and working environment that motivates them to excel at their jobs.
Key strategy: Implement the ministry's Human Resource Management/People Plan to enhance productivity and employee satisfaction.
| Performance Measure |
2003/04 Target |
2003/04 Actual |
Variance |
Employee Satisfaction Survey:
Per cent of employees satisfied with organizational improvements |
62% |
62% |
— |
| Linkage to goal and objective |
| The ministry has a pivotal role to play in ensuring the economic success of the province. The people of B.C. depend on the Ministry of Transportation: a total of 975,000 jobs in the province are critically dependant on transportation. The ministry is known for the excellent quality of its people and for producing excellent results. Employees make the delivery of ministry initiatives possible, and it is essential that they are provided with the best possible work environment, the right tools to do their jobs effectively and the respect and freedom they need to excel. |
| Descriptive information |
| An Employee Satisfaction Survey is administered on an annual basis through BC Stats, and targets are established based on the findings. The purpose of the survey is threefold: (1) to allow the ministry to monitor the current level of employee satisfaction; (2) to establish a benchmark of employee satisfaction for comparison against future years; and (3) to allow the ministry to determine how well it is progressing toward the goals outlined in the People Plan. The ministry's initial survey completed in 2003/04 concluded that overall, approximately 6-in-10 respondents reported being satisfied with their job, and 1-in-3 would recommend the ministry as a place to work. The survey identified areas of merit and key areas for targeted improvements. |
| Factors impacting results |
| The baseline and target were established during the ministry's recent downsizing. This, combined with the increased workload brought about by the launching of the Transportation Investment Plan, may have affected employees' satisfaction levels. The ministry is committed to a process of continual improvement of employee satisfaction in key areas. |
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