Appendix 1. Strategic Context
Ministry Organization Chart
The structural organization of the Ministry of Management Services
differs from the functional organization set out in the core business
areas. Following is the Ministry's organization chart outlining
responsibilities for the functional areas:
Vision, Mission and Values
The Ministry's Vision, Mission and Values statements have been
revised to better represent the Ministry's role in transforming
the way government services and information are delivered to customers
and clients and to focus on the need to be customer and client-focused.
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.
Champion the transformation of government service delivery to respond
to the everyday needs of citizens, businesses and the public sector.
Values and Culture
- Client-Focused: Services anticipate and respond to the needs
of our customers and clients.
- Results-Oriented: Performance is measured to ensure cost-effective
business outcomes and value-added results.
- Innovative: Leading-edge, creative and integrated approaches
- Collaborative: Active engagement with clients and stakeholders
results in value-added solutions.
- Teamwork: Individuals and teams that achieve results and demonstrate
creativity and calculated risk-taking are recognized. Individuals
are treated with fairness, dignity and respect.
- Transparent: Actions and communications are open and transparent.
In developing this Service Plan and making decisions on programs,
the Ministry has considered the following context, strengths and
- Public expectations will continue to emphasize greater transparency,
accountability, and improved service quality from Government at
- The public expects Government to integrate services across multiple
access channels (telephone, in-person or electronically) to create
a cost-effective, seamless service delivery system;
- The British Columbia private sector wants to be a valued partner
in the provision of Government services;
- There is a global focus on developing information-based economies
requiring the public sector to provide leadership in innovative
service delivery and e-Government;
- While enjoying a high level of connectivity compared to the
rest of the world, British Columbians still have inadequate
access to advanced telecommunication and value-added online services;
- Both expectations and concerns exist about how technology, including
the Internet and wireless communications, impact people's lives.
Citizens wish to be more involved electronically with their Government;
- The public expects Government to enhance internal efficiencies.
This will lead to a focus on streamlining the delivery of common
information technology, financial and administration services
to Government Ministries.
- There is a willingness to change and improve the way the Ministry
- There is capacity to take on new business;
- There is a consolidated capacity within the Ministry —
(Enterprise Resource Planning software, networks, distribution);
- The Ministry has extensive reach across the Province of British
- There is a high customer satisfaction rating in many services
(Enquiry BC, Government Agents).
- Support services will be dependent upon client service standards
that are consistent, competitive and transparent;
- As Ministry purchases of shared services decline in volume as
a result of workforce adjustment, Solutions BC will increasingly
be faced with the challenge of covering fixed costs of infrastructure
while dealing with diseconomies of scale;
- Clients external to government will continue to be a diverse
and complex group; and
- An aging workforce is resulting in loss of skilled staff and
- 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 improve the convenience, timeliness, and integration
of multi-channel customer service via the telephone, in-person
or electronically through enhanced service delivery;
- Government can decrease marginal costs particularly in relation
to the delivery of common IT services, financial and administration
services, payroll services and procurement and supply services
as well as online transactional services;
- As more information becomes available to the public and is presented
in a number of useful and effective ways, members of the public
can hold the Government and individual Ministries more accountable
for their performance;
- Partnerships within the Ministry and with other agencies will
enhance flexibility and transparency in the delivery of services;
- Opportunities can be created for broader public sector clients
(including other levels of government) to participate in shared
- Best practices amongst high performing private and public sector
agencies can be adopted to improve business practices and performance;
- Monitoring and reporting of performance results can identify
opportunities for improvement and allocate resources more effectively.
Highlights of Strategic Shifts and Changes from Previous Service
This edition of the Ministry's Service Plan reflects the on-going
transformation of how services are delivered by the Government of
The Service Plan 2003/04 – 2005/06 reflected
a restructuring of the Ministry's core business areas as program
areas from across government were drawn into the Ministry to strategically
consolidate functions. Once again, the transformation of service
delivery has had an impact on the Ministry's organizational structure
and on the core business areas. It has also resulted in changes
to the Ministry's Vision, Mission, and Values and Culture statements.
The previous Service Plan also had a strong information technology
focus. During fiscal year 2003/04 a number of key strategies were
undertaken to strengthen government's use of this powerful tool
in transforming service delivery. As those initiatives mature, the
Ministry's focus is shifting from strategies to performance-based
service delivery outcomes. Further refinement of the performance
measures will take place over the coming year.
Consistency with Government Strategic Plan
with Government Strategic Plan