service excellence in a collaborative, resilient...
TRANSCRIPT
Service Excellence in a Collaborative,
Resilient Workplace
Presentation to the CAPAM Conference in
New Delhi – October 2012
Daniel Leclair, Director General, Service Integration, Public
Works and Government Services Canada (PWGSC)
PWGSC - A Canadian Federal
Government Department
• Mission: To deliver high-quality services and programs that
meet the needs of federal organizations and ensure sound
stewardship on behalf of Canadians
• Mandate: Common service agency in the areas of
contracting, real property, Public Accounts, translation and
pay and pension and other administrative services.
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PWGSC Facts
• Injects more than $14 billion annually into the Canadian economy through government procurement;
• Provides accommodation to more than 265,000 public servants in 1,855 locations across Canada;
• Provides translation and interpretation services for more than 1,700 parliamentary sittings and parliamentary committee meetings, and translates more than one million pages of text on behalf of other federal organizations; and
• Handles over $2 trillion in cash flow transactions as the Receiver General for Canada.
• 14 000 employees
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The Challenge
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Our goal is to position PWGSC as an innovative, integrated service delivery organization with a consistent set of client service values and practices. That will allow us to:
• Show our federal government clients that we are a modern, responsive organization that can offer cost-effective and flexible business solutions
• Support the service renewal initiatives being implemented in the department
• Build on the foundation being set for horizontal, integrated service delivery across government
In a word, we want to be leaders in service delivery!
PWGSC’s Client Service Strategy
Renewed Service Offering
Comprehensive
Service Agreements
Clear Service
Standards
Innovative Service
Offerings
Enhanced Client Focus
Integrated Client
Engagement
Increased Client
Satisfaction
Client Service Culture
Clients
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Renewed Service Offerings Departmental Service Agreements (DSAs)
• We’ve signed 14 Departmental Service Agreements with client
departments.
• We’re working on 18 more for a total 32 DSAs planned
by end of 2013-14, representing 90% of our business volume.
Service Standards
• Launched our 2012 electronic edition of Our Services, Standards and Results,
during the PWGSC Client Service Week in September.
• Planning to develop new standards for businesses, Canadians and for internal
operations.
Service Offerings
• Developing new products such as The Advantage to promote our services
across government.
• Redesigning our Web presence to achieve a common look and feel
and better service capacities.
• Optimizing our mix of client service channels to enhance
access and communication.
DEPARTMENTAL
SERVICE
AGREEMENT
2011 - 2016
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Enhanced Client Focus Client Engagement
• Developed and pilot testing a common Client Engagement Framework for the
department.
• Identifying opportunities for department-wide client relationship management
(CRM) solutions. Client Satisfaction
• Deployed a robust Client Barometer to track client
satisfaction and ensure follow-up.
• Consolidating and enhancing client satisfaction measurement and aligning with the
Common Measurement Tool (CMT).
Client Service Culture
• Launching a client service competency for use in staffing,
training and performance measurement.
• Delivering the new client service training course
Building a culture of service excellence and recognition
through the Client Service Award.
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Canadian Innovation
Commercialization Program • New program created to support innovation in Canada’s
business sector
• Bridges the "pre-commercialization gap
• Supports Canadian suppliers
• Provides real-world evaluation of pre-commercial goods and
services
• Improves the efficiency and effectiveness of government
operations
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Workplace 2.0
• Government-wide initiative to create a modern workplace that
will attract, retain and enable public servants to work smarter,
greener and healthier to better serve Canadians
• The Workplace 2.0 vision for workplace renewal is defined by
three pillars:
– The Workplace
– The Back Office
– The Way We Work
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Transformation of Pay and Pension
Administration
• Part of Government of Canada's broader effort to transform
its aging information technology (IT) system and service
delivery
– Pay Modernization Project
– Consolidation of Pay Services Project
– Pension Modernization
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People Management Philosophy
• PWGSC strives to give all its employees opportunities to
achieve organizational, professional and personal goals in a
respectful and inclusive workplace, mobilized and supported
by leadership at all levels.
• We value our integrity and our service oriented culture as well
as our innovative contributions to excellence in government
operations by contributing to our commitments in our day-to-
day activities.
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Future Outlook
• Enhanced engagement of staff through competency
• Increased client engagement through new client satisfaction tools
• Deeper transformations through enhanced use of technology, streamlined processes
• Building organizational and individual resilience
• Increased community involvement by staff
• Enhanced local, regional, federal and international
collaboration
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