Ministry Role and Services

Vision, Mission and Values

Vision

To be a leader in connecting citizens, communities and businesses with government services and a valued partner in the delivery of innovative services to the public sector.

Mission

To champion the transformation of government service delivery to respond to the everyday needs of citizens, businesses and the public sector.

Values and Culture

The ministry's values and culture statement has been changed slightly from the wording found in the 2004/05 – 2006/07 Service Plan. "Client-Focused" has been changed to "Customer-Focused" to reflect the broad base of end users served by the ministry. "Teamwork" has been replaced with "Work as a Team".

Readers will see elements of these values reflected in the goals, strategies, and performance measures throughout this document. In particular, the ministry is dedicated to developing a results-based, customer-focused service culture.

Ministry Overview, Core Business Areas and Structure

Ministry Overview

The key role of the Ministry of Management Services is to transform the way that government services are delivered to citizens, businesses, other government ministries and the broader public sector. Service transformation means that services are delivered in a customer-focused manner, resulting in improved service and better use of resources. Details of the ministry's roles and responsibilities are found in the "Core Business Areas" section of this report. This overview provides a general sense of the scope of the ministry, the services it provides, the people it serves and its relationship to its partners.

When citizens, businesses or visitors are looking for information or services, they can connect in person by visiting one of 59 Service BC — Government Agent Offices or phone Enquiry BC toll-free from anywhere in the province. Increasingly, customers are also turning to the Internet for both services and information. By using these "channels", a customer can access programs, services and information offered by ministries, agencies, the private sector and other governments, in ways that suit their personal needs.

For a government to function, it needs basic tools — computers, printers, e-mail, pens, photocopiers, phones, network security, envelopes and office furniture — just to name a few. In addition, government must process payroll, invoices, purchase orders and mail; documents need to be printed; and office products must be obtained and distributed to local offices. It's important that these tools are delivered to government ministries and the broader public sector in the most cost-effective and efficient ways possible. This is the job of Solutions BC, one of the government's shared services providers.

The ministry provides important governance and strategic functions to government related to information technology and information management (IT/IM). The Office of the Chief Information Officer (CIO) provides leadership and a "whole of government" approach to managing information, including privacy and access, and identifying the components needed to build a sustainable approach to e-government.

The ministry also leads a number of key cross-government service transformation initiatives including:

• NetWork BC: in partnership with private sector suppliers, develops and implements new technology and network upgrades (often referred to as "next generation" network services) for core government, education, health authorities and Crown corporations, with a prime focus on closing the digital divide;
• the Alternative Service Delivery Project Secretariat: provides specialized expertise and overall governance to project teams across government involved in large scale Alternative Service Delivery initiatives; and
• the Service Delivery Initiative: facilitates collaboration amongst ministries and other levels of government to deliver services in ways that are convenient to the public.

A complete listing of the ministry's legislation can be found in Appendix B.

The ministry's key partners are its customers and clients, whether they are citizens, businesses, or government employees. The ministry takes direction from these groups in order to continuously improve service delivery. Other partners include private sector businesses providing services on the ministry's behalf and suppliers who ensure government has the tools it needs to deliver the priorities identified by British Columbians.

Direction for establishing priorities is provided by a number of governance bodies:

• Solutions BC is governed by the Shared Services Board of Directors comprised of Deputy Ministers, which sets the strategic direction and priorities. In addition, a variety of client advisory groups provide input to Solutions BC regarding implementation of programs and services;
• each of the lines of business within Solutions BC receive direction from specific governance bodies. The Office of the Comptroller General provides governance to Corporate Accounting Services (CAS) and Procurement and Supply Services (PSS). POIM/Payroll Services receives direction from the Public Service Agency and Common IT Services (CITS) is guided by the policies and standards established by the Office of the Chief Information Officer;
• the Service Delivery Initiative receives direction on establishing priorities from the Deputy Ministers' Committee for Client-Centred Service Delivery; and
• NetWork BC is guided by a Steering Committee comprised of representatives from senior levels of government and the broader public sector.

Much of the work undertaken by the ministry supports other ministries and government organizations in achieving their successes. For example, over the past year the ministry has collaborated with:

• the Ministries of Community, Aboriginal and Women's Services and Health Services, along with federal and municipal governments, to create BC Seniors Online, which provides Internet access to information about programs and services for seniors, their families, caregivers and front-line workers;
• the Ministry of Energy and Mines to develop, implement, and deliver Mineral Titles Online. This service allows customers to acquire title to mineral and placer claims over the Internet or at Service BC — Government Agent Offices;
• the Ministry of Human Resources to deliver some of its services in 18 Service BC offices;
• the Ministry of Advanced Education to manage and deliver the BC College and Institute Student Outcomes Program on its behalf;
• Elections BC to develop an innovative approach to assessing the quality of the provincial voters' list maintained by Elections BC;
• the Ministry of Education by increasing network bandwidth in several hundred schools across the province through the Provincial Learning Network;
• the Ministry of Forests to expedite delivery of workstations to the Forests Protection Branch to ensure that the new devices were operational in advance of fire season;
• the Ministry of Attorney General on groundbreaking work in support of strengthening personal privacy; and
• Open School BC, to provide 47 school districts in the province with the continuation of the Online Consortium Hosting Service, where teachers and their students can access BC approved curriculum content in an online environment.

The ministry also provided support and specialized expertise to:

• the Ministry of Provincial Revenue for the Revenue Management Project, which amalgamates and streamlines government's revenue management processes;
• the Ministry of Health Services for the Health Benefits Operations Project, which automates the majority of MSP and Pharmacare operations; and
• the Ministry of Solicitor General to develop and implement an online and contact centre based system for the Residential Tenancy Office.

Management Services budget or net voted appropriation was approximately $51.3 million in 2004/05. However, its 2004/05 gross expenditures were $377.4 million and its gross recoveries $326.2 million. The ministry also collected approximately $1.1 billion in revenues on behalf of other ministries and agencies through the Service BC — Government Agents and BC OnLine.

Many of the ministry's branches receive a voted appropriation of only $1,000 — requiring them to operate in a disciplined, business-like manner. This "$1,000 vote structure" means that at the end of the fiscal year, expenditures must not exceed recoveries by more than $1,000.

For fiscal year 2004/05 the ministry had a Full-Time Equivalent (FTE) staff allocation of 1,664. An organization chart can be found in Appendix C.

Core Business Areas

The ministry has five core business areas:

• Service Delivery to Citizens and Businesses
• Service Delivery to the Public Sector
• Service Transformation
• Governance
• Executive and Support Services

Collectively, these five core business areas include all of the ministry's programs and services.

Core Business Area 1: Service Delivery to Citizens and Businesses

Service BC organizes the way government delivers services so that they make sense for customers, allowing them to choose Internet, telephone, or face-to-face service. Rather than dealing with individual ministries, customers can access services and information through one "corporate channel" or integrated point of contact.

Following are some examples of the range of services and service delivery improvements that Service BC has provided to citizens and businesses over the past year:

• provided information or services to over 2.0 million customers through Service BC – Government Agents;
• delivered a total of 736 revenue services for 89 client agencies;
• during the year, the 59 locations of Service BC — Government Agents collected $1.0 billion and processed 2.3 million revenue transactions on behalf of client ministries;
• responded to more than one million telephone calls and e-mails through the Service BC — Enquiry BC contact centre; and
• BC OnLine handled 6.9 million transactions and collected a total revenue of $80.5 million.

During 2004/05 Service BC also undertook a number of significant projects that improve service delivery to citizens and businesses across British Columbia:

• under contract with the Industry Training Authority, began the management and operation of the Industry Training Centre in Burnaby. The Centre provides information to employers and apprentices on training, examination and certification, registers employers and apprentices, evaluates training and work experience towards certification, and administers trade exams;
• provided call centre services to the public on behalf of the Electoral Reform Referendum Information Office;
• opened a new point of service in Hazelton, in partnership with the Ministry of Children and Family Development and the Ministry of Human Resources;
• assisted the Ministry of Energy and Mines in the development, implementation and delivery of Mineral Titles OnLine;
• worked with the BC Public Service Agency to develop and launch InView, the new online information source for government employees;
• in partnership with seven natural resource ministries/agencies, Ministry of Health and the Interior Health Authority, led the planning for an enterprise-wide, client-centred Single Point of Contact Service centre in Kamloops, focused on providing a one-window access point for natural resource clients;
• in collaboration with the Chief Information Office and Common Information Technology Services, developed the Corporate Authentication Project, to facilitate secure access to government programs (launching in mid-2005/06); and
• began a Joint Solution Procurement Project to utilize Service BC's existing multiple service channels (over-the-counter, telephone and the Internet) to help government integrate services ensuring seamless access and quality through any channel customers use to access government services.

The work of Service BC supports the ministry's goal of providing cost-effective and efficient access to government services and information for citizens, businesses and the broader public sector. In 2004/05 the Service BC budget was for total expenditures of $28.7 million ($5.5 million was recovered and the net budget was $23 million) and for 313 FTEs.

Core Business Area 2: Service Delivery to the Public Sector

Service delivery to the public sector is predominately provided by Solutions BC, one of the government's shared services organizations. This core business area provides management support services to core government and the broader public sector. Services provided include common information technology, finance and administration, payroll, and procurement and supply. Shared services is a leading edge approach to service delivery (see the Glossary of Terms for an explanation of how shared services operates).

In the shared services model, clients are involved in determining the services they want to receive and customer input is used to continuously improve service delivery and reduce costs. For example, the transition to shared services has yielded significant cost savings in payroll services. It is estimated that ministries budgeted $10.26 million for payroll services in 2002/03. In 2003/04 that amount decreased to $9.3 million, and as a result of consolidation of payroll staff into a single group, internal process streamlining, and ministries taking advantage of new employee self-service technology, that amount has decreased to $6.7 million in 2004/05.

To give a sense of the size and scope of services provided to clients and customers in 2004/05, here's a sampling of annual activities:

• 31,000 electronic payroll payments to staff every two weeks;
• 11 million accounting transactions;
• 1.4 million payments valued at $30 billion;
• procurement of $400 million in goods and services;
• over 20 million pieces of mail processed and distributed;
• over 11,000 print jobs;
• over 14,000 government publication orders processed;
• over 109,000 orders for goods processed at the two distribution centres;
• 4,300 competitive bids posted on BC Bid;
• province-wide voice and data network services to 1,200 government offices, over 2,000 educational centres, and 800 pharmacies;
• workstation services and helpdesk support to over 31,000 customers; and
• approximately 110,000 employee travel claims processed.

Over the past year, Solutions BC has also made significant changes to improve how services are delivered, including:

• an upgrade to BC Bid, which saves suppliers time and money;
• refinements to the Budget and Chart of Accounts to deliver improved reporting in key areas such as budget transfers and vote descriptions;
• the launch of Employee Self-Service, which allows employees to view their pay advices, leave balances and personal information online, and enter their time and leave information electronically;
• introduction of Voice over Internet Protocol technology, which lowers costs to users. This technology enables a telephone conversation signal to be carried over SPAN/BC instead of higher cost alternatives;
• consolidation of the IT servers from 2,400 to 1,800 servers;
• the streamlining of multiple service systems to single systems for electronic mail, authentication (login), end-user file storage, print driver management, and data back-up;
• reducing the number of supplier contracts in supporting of hosting (servers) services from 140 to 70 contracts;
• implementation of iProcurement for all ministries, independent offices, and one Crown corporation, which streamlines procurement across the province; and
• introduction of an online auction service for surplus government assets, which makes it easier for the public to buy these assets.

The work of this core business area supports the ministry's goal of providing cost-effective and efficient government services and information for citizens, businesses and the broader public sector. The expenditure budget totaled $327.5 million, of which $17.5 million was voted appropriation and $309.9 million was recoveries. This core business area had a budget of 1,273 FTEs.

This core business area is also responsible for developing the next generation network services required to provide or improve high-speed Internet access to communities throughout British Columbia.

British Columbia is one of the most connected provinces in Canada. More than 72 per cent of households have an Internet connection and more than half of those are high-speed or broadband connections. However, even with our high rate of connectivity, there remains a digital divide — a line demarcated by geography, income, education level, literacy, age and ethnicity — that determines who is online in British Columbia, and who is not.

Telecommunications and Internet links do more than enhance personal communication; they also facilitate the delivery of new educational, health care and other services, and they encourage the revitalization of rural communities by allowing the people living in those communities to participate in the global electronic economy. Increasingly, these services must be broadband or high capacity to have real impact.

In 2004/05 negotiations with TELUS resulted in the completion of two agreements that will help the province fulfill its commitment of bringing affordable high-speed Internet access to 366 communities by December 31, 2006. They will also generate financial benefits of $54 million over four years and improve telecommunications capacity and services to the provincial government and the broader public sector.

Core Business Area 3: Service Transformation

While all areas of the ministry are focused on transforming government service delivery to customers and clients, specific areas act as change agents or catalysts to ensure that timelines and business objectives are met and that the most appropriate service delivery models are used to meet customer and client needs.

Service Delivery Initiative: is a province-wide initiative created to facilitate and act as a catalyst for fundamental change in the way government services are delivered in communities throughout British Columbia. The main goal is to organize information and services according to the needs of citizens and businesses. The Service Delivery Initiative Office (SDIO) works simultaneously with government staff in Victoria and local Service Delivery Networks (SDNs) around the province to advocate for changes that will continuously improve the way services are designed and delivered to the public. SDNs are comprised of representatives of provincial ministries and agencies with operations in a particular community, as well as broader public sector partners (e.g., local government, federal agencies, First Nations, school districts, community colleges, Health Authorities, and community organizations). There are currently SDNs representing 57 communities across British Columbia.

Work during 2004/05 included:

• opening co-located offices of provincial ministries, including some "one-stop-shops" where there is now a single point of access for all government services in a community;
• initiating the design of a provincial channel management strategy to enable multi-channel access to services and optimize the performance of service channels from the client perspective (in progress);
• working with the Ministry of Community, Aboriginal and Women's Services to launch BC Seniors OnLine, a project designed to provide co-ordinated electronic access to information, programs and services for seniors;
• partnering with 10 provincial ministries and agencies to initiate the Single Point of Contact Service project in Kamloops to provide clients of natural resource agencies with one source of information about all the licences and permits they need to conduct business;
• sharing resources such as vehicles and equipment;
• establishing common front counters for one-point access to services;
• integrating common services across ministries; and
• maximizing the use of electronic business tools to facilitate integrated government activity.

Networks among different levels of government within communities were also developed as teams worked to engage partners from the broader public sector.

Alternative Service Delivery (ASD) Project Secretariat: the Secretariat provides specialized expertise and overall governance to project teams across government that are involved in large-scale ASD initiatives. ASD transforms how government operates by ensuring that government considers the full range of delivery options, including involving the private sector when it wants to improve service delivery. Improving service and doing more with the same tax dollars is always the goal of ASD. Business operations allow for private sector partnerships and outsourcing, where it makes sense to do so. ASD covers a wide range of delivery approaches focusing on providing the best value for the tax dollar.

In 2004/05, the Province signed five ASD contracts valued at $1 billion over the next 10 years for a variety of business process outsourcing and information technology projects. Savings and benefits to government are expected to reach nearly $500 million over the life of the contracts. Two of the contracts directly involved the Ministry of Management Services. In November, an agreement was signed with TELUS to deliver government's HR/Payroll Systems and Services. A contract was signed in December with IBM Canada Ltd. that will result in better workstation support service and enhanced workstation equipment. IBM Canada has also been selected as the preferred proponent for Service BC's Joint Solution Procurement Project. Service BC initiated this project as it was looking for creative business solutions and management capabilities that will increase efficiency and improve service delivery.

It should be noted that in all contractual arrangements, government will continue to protect the privacy of British Columbians, and will own and manage all information and services.

The government's Internet site is a major project managed by the OnLine Channel Office (OCO) (formerly the Results Management Office). The site offers access to services in ways that suit their customers' needs. In 2004/05, BC OnLine — a partnership between the private sector and the Province managed by the OCO — provided electronic access to 6.9 million transactions for business and government users and collected $80.5 million in total revenue.

The government's Internet site is also the gateway to innovative e-services including:

• Land Information BC which provides a single window to a diverse set of data and information products and services from across the natural resource sector;
• BC Seniors Online a single electronic point of access to information, programs, and services from three levels of government and relevant community-based organizations for seniors, their families and caregivers;
• Land Title's Electronic Filing System (EFS) and Corporate Online, two new services providing the ability to file and/or register documents online available through BC OnLine.

The initiatives captured under Service Transformation all support the ministry's goal of providing effective electronic service transformation initiatives. This core business area had a voted appropriation of $0.393 million, recoveries of $5.4 million, and a total expenditure budget of $5.8 million and 10 FTEs. An additional $3.8 million was accessed through the contingencies vote (for ASD).

Core Business Area 4: Governance

It is important that when government is developing and implementing technology solutions, it is working in a forward-looking and co-ordinated manner. This is the function of the CIO. The focus of this core business area is on ensuring that information technology is procured, developed, managed and used efficiently as a tool to enable better delivery of government services. It is also responsible for the corporate privacy and information access functions of government, including the Freedom of Information and Protection of Privacy Act, the Personal Information Protection Act, the Document Disposal Act, and the Electronic Transactions Act.

Over the past year, the ministry's work in this core business area focused on:

• developing the government's e-BC Strategic Plan and ensuring that the plan is aligned with the Service Delivery Initiative and Alternative Service Delivery projects;
• improving the timeliness, access, cost, quality and alignment of information technology solutions;
• co-ordinating the Information Resource Management Plans for government;
• developing an "authentication" framework to enable government to manage identity and eligibility information used for electronic service delivery programs and services;
• redesigned the Privacy Protection Contract Schedule to ensure that government procurement practices meet new legislated privacy standards;
• developed amendments to the Freedom of Information and Protection of Privacy Act and risk mitigation strategies for privacy challenges raised by the USA Patriot Act;
• provided web-based tools and on-site training to the business community across the Province to support compliance with the Personal Information Privacy Act; and
• provided guidance on information management and privacy to ministries and the broader public sector concerning cross-ministry and ASD initiatives.

The work of this core business area supports the ministry's goals of implementing effective electronic service transformation initiatives, and providing cost-effective efficient access to government services and information for citizens, businesses and the broader public sector. During 2004/05, this core business area had a budget of 49 FTEs and $8.9 million in expenditures, $4.3 million in recoveries and a net appropriation of $4.6 million.

Core Business Area 5: Executive and Support Services

This core business area provides effective leadership and change management as the ministry transforms itself to lead the provincial strategy for the integration of customer and client-focused, multi-channel service delivery to the public and broader public sector.

In 2004/05 the ministry's work in this core business area focused on:

• providing effective financial management;
• providing overall leadership to the ministry in order to carry out its mission;
• ensuring that employees have the tools to adapt to and benefit from change;
• ensuring the ministry recruits and retains a workforce that is competent, capable and flexible;
• ensuring that staff actions align with ministry goals and objectives; and
• ensuring that the ministry's working environment encourages productivity and innovation.

The work of this core business area supports the ministry's goal of creating a customer-focused, results-oriented, innovative and knowledgeable team.

The expenditure budget for this core business area included 19 FTEs and totaled $6.6 million, of which $5.6 million was voted appropriation and $1.0 million was recoveries.

Ministry Operating Context

The Ministry of Management Services operates in a context where:

• the public expects government to enhance internal efficiencies, emphasize greater transparency and accountability, and improve service quality;
• the public also expects government to integrate and streamline services to create a cost-effective, seamless service delivery system;
• the private sector wants to be a valued partner in the provision of government services;
• British Columbians have access to advanced telecommunication and value-added online services; and
• citizens want to be more electronically connected to government without compromising increased privacy or security.

Strengths

• Through its various service delivery programs the ministry has extensive reach across the province of British Columbia with a strong regional presence;
• There is a high customer satisfaction rating in many services (e.g. Enquiry BC, Service BC — Government Agents, Procurement and Supply Services, e-mail and telephone services);
• A consolidated information technology (IT) infrastructure within government positions the ministry to increase IT standardization and reduce systems complexity;
• There is capacity within the ministry's lines of business to take on new business; and
• There is a willingness to change and improve the way the ministry does business.

Challenges

• As ministry purchases of shared services decline in volume as a result of workforce adjustment, ASD and devolution of components of government, Solutions BC will increasingly be faced with the challenge of covering fixed costs of infrastructure while dealing with the increasing per unit costs associated with a smaller customer base and loss of economies of scale. However, Solutions BC has a strong base of broader public sector customers, and strategies to further expand this market;
• Clients external to government will continue to be a diverse and complex group. This challenge is mitigated by the broad range of services and service delivery approaches being implemented by the ministry; and
• An aging workforce is resulting in loss of skilled staff and corporate memory. This challenge is being addressed through the implementation of a succession plan.

Opportunities

• As more of government's services are brought online, British Columbia becomes a more attractive place for high technology firms to invest. Increased access to high-speed connectivity will encourage economic growth in all areas of the province;
• Government can continue to improve the convenience and timeliness of services to customers through enhanced service delivery;
• Government can continue to reduce costs through sharing services, particularly in relation to the delivery of common IT services, financial and administration services, payroll services, procurement and supply services, as well as online transactional services;
• Partnerships within the ministry and with other agencies will enhance flexibility and transparency in the delivery of services;
• Additional opportunities can be created for broader public sector clients (including other levels of government) to participate in shared services;
• Closing the digital divide will expand economic, health and learning opportunities, particularly for people in small and isolated communities;
• Best practices amongst high performing private and public sector agencies have been, and will continue to be, adopted to improve business practices and performance; and
• Monitoring and reporting of performance results can identify opportunities for improvement and allocate resources more effectively.

Update on New Era Commitments

The following table shows the progress the Ministry of Management Services made during 2004/05 in achieving the New Era Commitments assigned to the ministry in June 2001.