|2003/04 – 2005/06 SERVICE
Ministry of Management Services
have the honour of submitting the Ministry of Management Services’
Service Plan for the period April 1, 2003 to March 31, 2006. This
plan is presented in accordance with section 13 of the Budget
Transparency and Accountability Act.
As outlined in last year’s Service Plan, the Ministry of Management
Services is undergoing a strategic shift from a model of traditional
government service to one of client-focused and value-added shared
services. This transition is still underway.
The ministry oversees and ensures that British Columbians have
access to government when and how they need it. Our focus is on
enhancing service delivery to include more convenient, citizen-centred
and integrated service.
A new set of responsibilities for the Ministry of Management Services
has emerged as a result of key initiatives that have been underway
this past year to fundamentally change the way government operates.
Simply put, government is coordinating all service delivery channels
under one ministry, while increasing cost-efficiency for taxpayers,
enhancing accountability measures and focusing on results.
Service delivery will be integrated to include face-to-face interaction
(i.e., Government Agents), online portals, call centers, interactive
voice response (IVR) and other options, all aimed at improving service
to British Columbians.
This will include the completion of the Service Delivery Project
and the establishment of a framework for the delivery of government
services throughout the province.
We are also consolidating leading information management and information
technology processes by including the Chief Information Office within
our ministry. This will facilitate the implementation of e-government
and electronic service delivery, and will enable us to be more client-focused
and responsive to the needs of British Columbians.
We recognize the challenges many businesses face in an increasingly
globalized economy. We also recognize the opportunities that e-business can provide.
The ministry is committed to developing and implementing an action
plan to bridge the digital divide, so that business can compete
effectively, worldwide and citizens realize the benefits of enhanced
Within government the ministry is responsible for providing corporate
and information programs including Records Management; Corporate
Privacy and Information Access; BC Statistics; BC OnLine; the Waste
Buster Web site; BC Connects/BC Internet Services; Enquiry BC and
government’s Corporate Information Technology and Management Library
The ministry is in the process of implementing the new BC Shared
Services Agency, which will provide Finance and Administration Services,
Procurement and Supply Services, Common IT Services and Payroll
Services to client Ministries and the broader Public Sector. This
new model will increase cost effectiveness and service efficiencies.
We are responsible for ensuring that government’s critical business
initiatives are delivered on time, on budget and are based on results.
The ministry will oversee Alternative Service Delivery initiatives
recommended by government, and ensure they are implemented within
an agreed-upon decision framework, that progress is measured, and
that expected results are achieved.
The ministry will conduct its operations in such a way as to ensure
that taxpayers get maximum value from the way government runs its
The attached Service Plan reflects our achievements and outlines
a strategy to meet our commitments over the next three years.
I am proud of the progress we’ve made and of the results achieved
by ministry staff so far, and I am excited about the initiatives
currently underway. Our plan is clear, and with continued dedication
and commitment, I am confident that the Ministry of Management Services
is — and will remain — an example of excellence in the
Honourable Sandy Santori
Minister of Management Services