Citizens’ Services

Goals, Objectives, Strategies and Performance Measures

Citizens’ Services three-year Service Plan was developed to align with and support the strategic direction of the British Columbia Government.

Citizens’ Services has identified three goals:

Service Excellence – A trusted organization that exceeds customer expectations.
Service Value – A trusted organization that maximizes benefits to clients and taxpayers.
Service Innovation – A trusted organization that enables government transformation.

For each of its three goals, Citizens’ Services has identified objectives to be achieved over the next three years. The goals state the overall intended results of the Service Plan, while the objectives translate these goals into more specific desired outputs and outcomes. The strategies describe the key initiatives that will be implemented in order to accomplish the goals and objectives. There is not necessarily a one-to-one relationship between strategies and objectives (i.e., a number of strategies can lead to the achievement of one objective or one strategy may contribute to more than one objective).

Performance measures are identified for each of the goals. A summary description explains how the measure links to the relevant goal and what is being measured.

As Citizens’ Services delivers on its commitments, more detailed tactics for each strategy will be developed, and responsibility and accountability for delivery will be assigned and monitored.

Goal 1: Service Excellence — A trusted organization that exceeds customer expectations

Objective 1.1: Increased citizen, customer and client satisfaction with service availability, service usability and service delivery

Citizens’ Services has a long tradition of providing high quality services to the citizens of British Columbia. In 2008, the Government Agents are celebrating 150 years of providing a single point of co-ordinated access to government services for citizens. This network of 59 offices currently delivers over 700 services on behalf of provincial ministries, agencies, Crown corporations and other levels of government, generating a customer satisfaction rating of 96 per cent. Similar services are delivered online and over the telephone.

Citizens’ Services also strives for service excellence in delivering internal services to client ministries. While clients appreciate the level of service they receive from the individual business lines, it can be difficult for them to determine the full range of services available, or how they are organized. This year, Citizens’ Services will implement a comprehensive initiative to co-ordinate its approach to internal clients, and deliver integrated services to meet their business needs.

Citizens’ Services is committed to a culture of continuous improvement, and citizens, client ministries and customers are encouraged to provide feedback through approaches that include yearly satisfaction surveys, follow-up phone calls and emails, and comment cards. Citizens’ Services will work this year to formalize the process of responding to satisfaction survey results, and will continue to conduct focused surveys of specific demographic groups (e.g., newcomers to British Columbia, persons with disabilities) for whom government wants to improve services.

Key strategies:

Strengthen business relationships and knowledge of the Citizens’ Services mandate through better communications and interactions with citizens, customers and clients;
implement a co-ordinated approach to customer relationship management; and
continuously improve the service delivery experience in response to customer feedback.

Performance Measure 1: Customer⁷ satisfaction

Performance Measures	Baseline	2007/08 Forecast	2008/09 Target	2009/10 Target	2010/11 Target
Customer satisfaction:
Service BC (public)¹	96% (2004/05)²	>or = 96%	>or = 96%	>or = 96%	>or = 96%
Shared Services BC (public sector staff) (index)	72% (2007/08)³	N/A	75%	78%	80%

Data Source: BC STATS.

Data Source: BC STATS.


¹	This rating is an index comprised of customer satisfaction survey results for Government Agents’ services located in Service BC Centres and the Service BC Contact Centre (e.g., Enquiry BC). The measure is calculated as a weighted average based on the volume of customers served by each channel.
²	The baseline was established in 2004/05 based on survey results from January/February 2004.
³	The baseline and targets are based on a new shared services customer satisfaction measurement approach implemented in 2007/08. Accommodation and Real Estate Services is now included in the calculation of the baseline. The baseline is the 2007/08 result and the targets have been defined with reference to performance expectations that are attainable but also a stretch reflecting continuous improvement objectives.

Discussion

This performance measure demonstrates how satisfied citizens and customers are with the availability, usability and delivery of services they receive when they access government programs and services through Citizens’ Services. The measure is based on two customer satisfaction ratings:

Overall Customer (Public) Satisfaction

A Service BC rating, based on surveys that focus on the satisfaction of citizens and businesses when they access government programs and information through two main service channels — over-the-counter service provided by Government Agents in the Service BC Centres and the toll-free phone service provided by the Service BC Contact Centre (e.g., Enquiry BC). Satisfaction rates for this measure have remained in the mid-90 per cent range since 2002. In 2006/07, 96 per cent of customers indicated they were satisfied with the quality of services provided by Service BC. Future targets for this measure are to continue to meet or exceed a 96 per cent satisfaction rating; and
A Shared Services BC rating, based on an index of survey ratings of the satisfaction of public sector staff with internal shared services (e.g., information technology; payroll; procurement and supply; strategic acquisitions and intellectual property; financial and business applications; and accommodation and real estate) provided by Shared Services BC.

Performance Measure 2: Citizen satisfaction with provincial government services

Performance Measure	2006/07 Baseline ¹	2007/08 Forecast	2008/09 Target	2009/10 Target	2010/11 Target
Citizen satisfaction with provincial government services.	54 out of 100 ² (Overall satisfaction score)	55 out of 100	56 out of 100	57 out of 100	58 out of 100

Data Source: BC STATS.

Data Source: BC STATS.


¹	The baseline and targets for this measure are based on the first BC Citizen Satisfaction Survey which was conducted in March, 2007.
²	This score is consistent with the results of the most recent cross-Canada survey in which British Columbian’s rated the quality of government services at the same level or higher than the national average. (Citizens’ First 4, Institute for Citizen-Centred Service and the Institute of Public Administration, November 2005).

Discussion

This is a new measure that reports how British Columbians rate the services they receive from across the provincial government. Transforming the approach to delivering services to citizens is a priority for government and strong foundations are already in place for a collaborative cross government approach through government’s Citizen-Centred Service Delivery Initiative. Citizens’ Services is mandated to lead this strategy through which information, solutions and support will be provided to help other ministries achieve their goals of service excellence.

As the lead ministry for the Citizen-Centred Service Delivery Initiative, Citizens’ Services is measuring and reporting progress on the overall quality of provincial government services in British Columbia. This overall satisfaction rating is derived from an annual province-wide survey and the results of this survey will be used to inform the implementation of the Citizen-Centred Service Delivery Initiative.

Goal 2: Service Value — A trusted organization that maximizes benefits to clients and taxpayers

Objective 2.1: Value for money

Objective 2.2: Predictable and transparent shared services prices

Citizens’ Services provides internal government services such as information technology, payroll, procurement and supply, financial and business applications, and accommodation and real estate to ministries and the broader public sector. Citizens’ Services is also the chief provider of front-line services to the public through strategic management of the Province’s online, front counter and call centre channels. This integrated approach affords government the opportunity to streamline processes, use technology to achieve further efficiencies, aggregate volumes to achieve savings through lower unit costs, and access capital by partnering with the private and broader public sectors. Work is ongoing in all areas to provide the best possible value to client organizations. In the next year, Citizens’ Services will focus significant effort on strengthening relationships with broader public sector organizations to look for opportunities to align business needs, leverage procurement processes, and pool investment resources for the benefit of the taxpayers of British Columbia.

In addition to seeking new opportunities, Citizens’ Services will continue to provide ministries with the business expertise to analyze alternative service delivery models. When ministries enter into long-term contractual relationships with the private sector, Citizens’ Services will also provide leadership and support to ensure that the best possible value is being created and that opportunities to expand the customer base are being explored.

Just as citizens expect transparency, accountability and demonstrated value for tax dollars, ministries want assurance that the services they purchase internally are delivered efficiently. In order to budget accurately for their programs and services, ministries need to know, in advance, the costs associated with shared services. Citizens’ Services is committed to providing pricing in a timely way, and will continue working with clients to determine how to best forecast and manage upcoming changes in prices, resourcing and service availability across the enterprise.

Key Strategies:

Develop a performance measurement framework to improve our ability to measure service value;
establish a transparent framework to objectively and consistently assess government’s information management and information technology investments;
seek new opportunities to maximize benefits; and
price services in a consistent, timely and transparent manner.

Performance Measure 3: Payroll cost per employee paid

Performance Measure	2003/04 Baseline	2007/08 Forecast	2008/09 Target	2009/10 Target	2010/11 Target
Payroll cost per employee paid.	$421.00	24% cost reduction over base ¹ ($320)	24% cost reduction over base ($320)	24% cost reduction over base ($320)	24% cost reduction over base ($320)

Data Source: Hackett Payroll Benchmarking Study 2003/04.

Data Source: Hackett Payroll Benchmarking Study 2003/04.

In 2006/07, the Provincial Human Resource Management System successfully reduced payroll costs by 21 per cent over base, a 3 per cent improvement over the base estimates and expected rates of inflation. Targets have been set with the objective of being lower than the Hackett benchmark government median and this outcome is expected to be achieved in 2007/08. Meeting the targets set for this measure will require rigorous management of the cost factors that impact the performance results.

Discussion

This measure indicates success in reducing costs over time for payroll services. The measure demonstrates the efficiency of the payroll process which is made up of the following components: staffing; outsourcing; systems; and overhead. The measure is based on dividing the total cost of these components by the average number of employees paid in a fiscal year. This measure is also compared to an external benchmark consisting of like or similar organizations that are considered to be most effective and efficient in providing payroll services.

The performance objective for this measure is to be lower than government median from the Hackett Payroll Process external benchmark. The targets for this measure have been selected by analyzing expenditure and employee trend analysis. The 24 per cent cost reduction over base targets set for subsequent fiscal years is slightly lower than the government median. Although the target remains stable at 24 per cent, rigourous management will be required to manage inflation costs.

Goal 3: Service Innovation — A trusted organization that enables government transformation

Objective 3.1: Increased productivity

Objective 3.2: Information can be shared across the enterprise as appropriate

Objective 3.3: Government works innovatively with the broader public sector

Building Capacity in First Nations

The Government of British Columbia is committed to working innovatively with First Nations, the federal government and other partners to enable broadband access to First Nations. Broadband connectivity will provide access to e-health, e-learning, e-government services and e-business opportunities that will help bridge the social and economic gap and build capacity.

The goals of government are cross-cutting, far-reaching and comprehensive. They cannot be achieved by single ministries, or even core government, delivering fragmented services in isolation from the broader public sector and private sector service providers. Truly citizen-centred service depends on government’s ability to collaborate across organizational boundaries, harness advancements in technology, and connect people and systems to share information. Citizens’ Services is at the forefront of service transformation and the development of innovative solutions in all areas, from front-line services to the technical infrastructure that supports them.

The ability to integrate government services and information to provide better service to citizens is dependent upon the provision of a secure broadband Internet infrastructure, common information technology standards and integrated information and technology architectural planning. Maintaining the integrity, confidentiality, and availability, as well as appropriate access to the large volume of provincial government information, is an on-going priority. Governance is required to support common data systems, common standards, rules and a means to ensure they are followed. Good governance depends on a well-developed legislative and policy framework to protect individual privacy, enable improved system interoperability and data sharing and ensure the security of government’s information and applications. Citizens’ Services will continue to provide corporate leadership and strategic direction to government to ensure that information and technology is managed and used efficiently for better service delivery. A co-ordinated approach to information management and information technology for government is under development, and the first phase will be implemented in 2008/09.

Through its consolidated infrastructure services across a broad spectrum of government operations, and its expertise in leading large-scale, cross ministry initiatives, Citizens’ Services is well positioned to help government achieve its objective of carbon neutrality by 2010. Citizens’ Services will continue to take a leadership role in this government priority through such initiatives as hybrid vehicles and green buildings.

This year, Citizens’ Services will implement the next phase of British Columbia’s Plan for Citizen-Centred Service Delivery, a government-wide initiative to co-ordinate information, programs and services so that they can be presented to citizens in a way that takes their needs into account from beginning to end. British Columbia is a leader in this area, and our ability to implement concrete changes has captured the attention of other governments both nationally and internationally. Work to improve the quality, accessibility and efficiency of services to citizens and businesses, will continue to result in positive and concrete changes to services in communities around the province.