is my pleasure to present the Service Plan for the Ministry of Management
Services. This Service Plan reports on the Ministry's progress and
sets milestones for the next three years.
The Ministry of Management Services is dedicated to continuously
improving how government services and information are delivered
to citizens, businesses and the public sector. Whether we are providing
service to a member of the public or to a government employee, our
goal is the same — anticipating needs and responding with
a customer-focused approach.
This Service Plan outlines how the Ministry will lead the transformation
of service delivery across government in support of building a strong
and vibrant provincial economy; and ensuring safe, healthy communities
and a sustainable environment. This Plan also reports on the Ministry's
progress in meeting government's New Era commitments and
The Ministry has introduced innovative business practices and processes
and better approaches to service delivery, but work remains. Clear
goals, objectives and meaningful performance measures, such as those
included in this Plan, guide our actions in improving service delivery.
We will continue to refine these measures to ensure that they are
even more results-oriented.
Since its creation in June 2001, the Ministry of Management Services
has undergone significant change. Initially, the Ministry's mandate
was to establish a shared services organization. By introducing
this leading-edge approach to reducing the cost of services such
as payroll and information technology, ministries and public sector
clients can focus on their core priorities. In February 2003, the
Ministry's role was significantly expanded to include the Chief
Information Office, Government Agents and the Enterprise Portal.
The Ministry was also given responsibility for exploring alternative
service delivery options.
With the addition of these key functions, the Ministry of Management
Services now has the tools it needs to champion the transformation
of service delivery across government. In the coming year we will
focus on providing or expanding high-speed Internet access to communities;
enhancing service delivery to the Heartlands; introducing innovative
and cost-effective alternative service delivery models; and providing
leadership for the government's electronic service delivery strategic
plan. Technology, leadership, teamwork, flexibility and ingenuity
are imperative to improving government's approach to service delivery.
When we deliver high quality service, we ensure that customers and
clients have confidence in government.
I am certain that the dedication and expertise Ministry staff have
demonstrated will remain the cornerstone of our success as we transform
service delivery to British Columbians.
Honourable Joyce Murray
Minister of Management Services
February 4, 2004