Strategic Context
The Ministry must be responsive to the context in which it operates in order to effectively and responsibly deliver services.
The Ministry continues to operate in a context that is shaped by:
- demographic shifts associated with an aging population. Natural population growth and migration into the province increase
demand for the Ministry's employment and disability assistance programs;
- a growing number of persons with disabilities requiring assistance. An increase in the number of Persons with Disabilities
clients is anticipated due in part to longer life expectancy for children with disabilities and individuals with significant
health issues, an increasing proportion of the population more prone to illness as it ages, and the impact of serious illnesses
and conditions (such as HIV/AIDS, Hepatitis-C, and drug and alcohol dependencies); and
- public expectations of the Ministry. The public continue to expect government services that are responsive, professional,
inclusive, citizen-centred, cost-effective, transparent, accountable and fiscally sustainable.
The Ministry's operations, caseload and, ultimately, achievement of its goals and performance targets, are significantly impacted
by these factors. The Ministry will, therefore, continue to pursue external opportunities and leverage internal strengths
to both manage risks to the Ministry and its clients and support continuous improvement in the delivery of services.
Internal
The Ministry continues to leverage internal strengths to improve service delivery in the following areas:
- Improved Client Capacity: Ministry programs will continue to support the transition of clients along the employment continuum
from assistance to sustainable employment through results-based partnerships with external service providers.
- Focus on Persons with Disabilities: The Ministry will continue to assist clients with disabilities through the provision of
income assistance and employment and volunteer programs. The involvement of clients in these programs enhances their independence
and provides important benefits to the communities in which they live.
- Enhanced Business Administration: The Ministry continues to improve its internal operations and delivery of services through
adopting best practices in strategic planning, project and performance management, continuous improvement initiatives, and
caseload forecasting. The Ministry uses performance management to monitor program effectiveness, and to allocate resources
accordingly.
- Administrative Fairness: The Ministry is committed to a culture of administrative fairness in all dealings with clients. By
providing notice of all decisions impacting assistance, reasons for decisions, disclosure of information on which decisions
are based, and reconsideration and appeal information, the Ministry continues to ensure clients are informed of and able to
exercise their full rights.
- Citizen-Centred Service: Continued and expanded use of information and communication technologies maintains the potential
to improve the timeliness, consistency and cost-effectiveness of services and information provided to clients. Placing the
citizen at the center of our business, the Ministry will continue working with staff to design services that are coordinated
and meet evolving client needs. Ongoing implementation of the Integrated Service Delivery initiative, including expansion
of the 1-800 Personal Supports Information Line pertaining to disability programs and services and the Multi-Channel Service
Delivery initiative, build upon these service attributes through streamlined business processes and improved tools and job
aids. Clients are also being supported through direct deposit of benefit payments which lowers the incidence of lost or stolen
income assistance cheques and gives clients greater privacy and choice in accessing their funds.
- Dedicated Staff: Members of the Ministry have consistently demonstrated a high degree of dedication, professionalism and flexibility
in carrying out their responsibilities. Their continued support and expertise has been, and will continue to be, critical
to the success of the Ministry and its clients.
The Ministry will also be addressing several internal challenges including:
- Recruitment and Retention: The Ministry is actively building a strong values-based work environment that engages employees
at all levels. Over the course of the next three years, the Ministry is committed to building on our values by enhancing our
internal capacity; developing leadership at all levels through managing for better results; and implementing plans and supports
for recruitment, staffing, and succession to more effectively compete in the employment market reflective of the B.C. Government's
corporate Human Resources goals.
- Privacy of Personal Information: The Ministry of Employment and Income Assistance takes its obligation to properly protect
and manage the personal information of its clients seriously. The Ministry will continue to enforce strict information security
standards, reviews and ongoing training to protect the large volume of client information required to deliver our basic services.
Maintaining the security and integrity of personal information is critical to both the operations of the Ministry and the
privacy rights of our clients.
- Workplace Safety: A safe environment for both staff and clients is a top priority for the Ministry. Recognizing that organizations
serving the public face the risk of workplace violence, the Ministry continues to support initiatives such as workplace safety
planning, training, and implementation of a consolidated incident reporting and tracking system.
External
The Ministry is positioning itself to benefit from the following external opportunities:
- Collaboration and Partnerships: The Ministry will continue to build new and foster existing partnerships with other ministries,
levels of government and stakeholder groups to deliver flexible, cost-effective and innovative services. Among the initiatives
currently underway are: Outreach Projects throughout British Columbia addressing mental health, addiction services and homelessness;
partnering with the Ministries of Health and Public Safety and Solicitor General to identify alternative services for dual-diagnosis
clients and assessing the effectiveness of pre-release programs; renewing the relationship with stakeholders in the disability
community by collaborating on the development of a Personal Supports Program; and working with the Aboriginal community and
agencies like the First Nations Social Development Society and Aboriginal Human Resource Development Agreement holders to ensure that the development of policies and programs takes into account the unique needs of aboriginal people
and their communities.
- Revived Provincial Economy: According to B.C.'s independent Economic Forecast Council, the B.C. economy grew 4.0 per cent
in 2006, stronger than the 3.6 per cent expected at the start of the year. B.C.'s economic growth is expected to ease somewhat,
but remain strong for 2007 through 2011. The Council's average forecast called for growth of 3.4 per cent in 2007.
The Ministry also faces external challenges that could significantly influence our ability to achieve the goals and objectives
detailed in this Service Plan. While these challenges cannot be eliminated, the Ministry has adopted a number of strategies
to minimize or mitigate their impact.
- Economic Impacts: The provincial economy is the largest single determinant of the Ministry's caseload and expenditures. Accordingly,
economic fluctuations or unexpected shocks (e.g., avian flu, mountain pine beetle, fire storms, trade disputes) that pose
risks to the provincial economy and regional labour markets may also impact ministry operations and fiscal targets. The Ministry
mitigates this risk through conservative forecasting, ongoing monitoring of our caseload and operations, and efforts to improve
the efficiency and effectiveness of service delivery.
- Catastrophic Events: Potential catastrophic events, such as an earthquake, influenza pandemic and other disruptions, pose
significant risks to the continued delivery of mission critical services and assistance programs. The Ministry is undertaking
a comprehensive review and update of its Business Continuity Management Program. A Ministry Operations Centre and Regional
Operations Centres have been established to manage business disruptions during emergencies. Desktop exercises will be conducted
across the Ministry to test recovery plans and response structures.
All areas of the Ministry will continue to monitor the potential influences of these external challenges and will revise strategies
and plans that minimize these risks while pursuing internal and external opportunities.