Citizens’ Services

Strategic Context

Recent times have brought a remarkable acceleration in the pace of change. The combined forces of globalization, technological innovation and an increasingly knowledge-based economy are changing the way government conducts its business and delivers its services. This has led to an environment characterized by ongoing, and changing, opportunities and challenges.

Challenges

• The population of B.C. is aging. Today, one in eight British Columbians is over 65. In 25 years, that figure will be one in four. This is putting a financial pressure on all government programs and services.
• Citizen expectations continue to increase. British Columbians, especially baby boomers, are increasingly technically literate and demanding of better, faster and more efficient government service delivery. Citizens do not want to worry about what ministry or what level of government is providing a particular service. They want access to services when and where they need them by whatever channel — Internet, telephone or in-person — they prefer.
• The demographic challenges confronting employers are widely documented. By 2011, the number of employees leaving the labour force is expected to exceed new entrants for the first time. By 2015, 35 per cent of bargaining unit employees and 45 per cent of excluded managers in the public service will be eligible to retire.⁵ The 2006/07 unemployment rate in British Columbia was 4.8 per cent — the lowest in 30 years and representing virtually full employment.⁶ The labour market is increasingly competitive.
• The Government of British Columbia has made a commitment to address the impact of climate change, including a key goal for government to become carbon neutral by 2010.
• All programs and services in government will continue to compete for taxpayer dollars. To continue to deliver high quality programs and services, government will increasingly seek private sector capital as well as non-government organization service providers.
• The population of British Columbia is becoming increasingly diverse. Multiculturalism and diversity are creating an increasing demand for multilingual, cultural and specialized services related to settlement and adaptation.

Opportunities

In delivering a full suite of internal corporate shared services, as well as citizen-centred services to the public on behalf of other ministries, Citizens’ Services is well positioned to support government in responding proactively to these challenges.

• In the next year, Citizens’ Services will work to further integrate its suite of services, thereby improving the quality of services and creating a maximum benefit for taxpayers.
• Higher citizen expectations, a more competitive labour force and increasing pressures on budgets, means government will have to be increasingly innovative in how it approaches its work. Leveraging our expertise in strategic partnerships and developing new ways to work with the broader public sector and the private sector will help government build capacity and expertise, access capital, transfer risk, and leverage economies of scale by reducing the unit price of commodities.
• To meet the needs of new immigrants and refugees, it will be important for government to respond to all British Columbians — both orally and in writing — in a wide choice of languages. Citizens’ Services is leading a cross government project to increase access to multi-lingual services.
• Citizens’ Services will also continue to provide expert advice to ministries on the full range of service delivery models — from direct delivery inside government through to different outsourcing arrangements. By understanding the relative merits of all options, Citizens’ Services will work with ministries to find solutions to their unique business needs.
• Citizens’ Services will continue to support work to close the social and economic gap with First Nations. The access to e-health and e-education, and the increased economic opportunities brought by broadband connectivity will be critical to achieving this goal.
• The consolidated infrastructure of the shared services model, coupled with its wide influence across government, positions Citizens’ Services as an agent of change supporting government transformation. For example, as the shared services provider for government buildings and vehicles — two significant contributors to government’s greenhouse gas emissions — Citizens’ Services will continue to research and implement strategies to assist client ministries in meeting the government goal to become carbon neutral by 2010.
• In responding to demographic challenges, Citizens’ Services will also take concrete steps to nurture and engage an innovative workforce that anticipates the needs of tomorrow. Citizens’ Services needs to engage and motivate these workers by considering and addressing their expectations. Citizens’ Services must be as nimble and adaptable as its workers if it wants to attract and retain talented staff.

As Government evolves and plans for the future, Citizens’ Services will continue to support the goals of government by proactively addressing challenges and remaining agile enough to capitalize on opportunities.