Service Excellence in a Collaborative, Resilient Workplace Presentation to the CAPAM Conference in New Delhi October 2012

Transcription

1 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)

2 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. 2

3 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 employees 3

4 The Challenge 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! 4

5 PWGSC s Client Service Strategy Renewed Service Offering Comprehensive Service Agreements Enhanced Client Focus Integrated Client Engagement Clear Service Standards Clients Increased Client Satisfaction Innovative Service Offerings Client Service Culture 5

6 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 , representing 90% of our business volume. DEPARTMENTAL SERVICE AGREEMENT 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. 6

7 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. 7

8 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 8

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10 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 10

11 Pillars of Renewal of WP2.0 11

12 Demonstration Site 191 Promenade du Portage, Gatineau, QC 12

13 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 13

14 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-today activities. 14

15 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 15