Service Level Agreement

Service Level Agreement 2013/14 brought to you by the BC Public Service Agency

contents A message from Lynda Tarras...1 What you can expect from us...2 Meeting our commitment to you....2 Financial investment...3 Financial Picture....3 Continued Focus on Value for Money...3 Agency Operations Allocation of Budget 2012/13...4 Benefits Allocation of Budget 2012/13...4 Our services and service measures...5 Recruitment and Deployment Services...6 Learning Services....7 Organizational Design, Classification and Compensation Services...8 Employee Life Cycle Services...9 Performance Management Services... 10 Labour and Employee Relations Services... 11 Workplace Health and Safety Services... 12 Business Consulting Services... 13 Reporting and Analysis.... 13 Lean... 14 On the cover, Riaz, Senior Business Consultant Service Level Agreement 2013/14

A message from Lynda Tarras I am pleased to present the BC Public Service Agency s Service Level Agreement for 2013/14. The Agency has undergone significant transformation over the past few years and continues working to provide you with expert, innovative human resource solutions. Integral to the Agency s transformation are the strategic steps we have taken toward our ultimate goal of being your ally for success. With your vital input at the forefront, we have changed our service delivery model and improved hiring, payroll, learning and other human resource services. Your feedback tells us that these changes are having a positive impact and these improvements have put us on par with leading human resources organizations around the world. Our focus turns now to further building our quality service by harnessing the power of new technologies, embracing a culture of leadership and coaching to bring out the best in each of us, and focusing our energy on the three pillars that define a quality customer experience: reliability, responsiveness and relationships. Our model will deliver on the commitments outlined in our 2013/14 Service Level Agreement and build upon key achievements of the last year. We have been and remain committed to continuous improvement, using feedback from ministries to focus on better processes/service, specifically in these three areas: 1. usiness reporting By building on the work the Agency has done to launch the Workforce Reporting site, B we will continue to improve self-service access to HR information through: refining and expanding the information currently being provided; improving the flexibility in how information is delivered to different audiences; and expanding the current audience of deputy ministers, executive financial officers, chief financial officers, and Strategic Human Resource branches to also include managers across the BC Public Service. 2. ayroll We are working on improvements, including: introducing electronic forms via MyHR to assist P managers in completing simple transactions; increasing our ability to gather data from the customer relationship management system in order to identify and react to trends in workload and respond quickly to these changes; and continued content updates to MyHR. 3. iring Hiring services were streamlined as part of a Lean process, resulting in a 12 per cent improvement in H customer satisfaction over the past year and the lowest time to hire of all public service jurisdictions in Canada (41 days versus the average of 57). Our work can be challenging, but we remain encouraged by our progress and confident you will experience increasingly excellent service. We are proud to be your ally for success. Lynda Tarras Head of the BC Public Service Agency Service Level Agreement 2013/14 Page 1

What you can expect from us At every level, our commitment to you is that we will understand your business and program priorities and that you will receive human resource services that support your success. We are committed to improving your experience in the delivery of quality and cost effective human resource services. Meeting our commitment to you We asked, and you told us, what we could do to improve our human resource processes and systems, both within the Agency and across ministries. Utilizing your feedback, we have completed the final stages of a fully integrated human resource delivery system that improves effectiveness, reduces the overall cost of our services and supports the goals articulated in Being the Best. As we complete our transformation, we will continue to engage you on a proactive and systematic basis to ensure that your feedback is integrated into the continuous improvement of our service delivery model. In addition, with the variety of clients and business needs we serve, we have developed a client account management framework that aligns the Human Resource needs and strategic direction of our clients with our services and maximizes business interests between ministries within respective sectors (e.g., natural resource, social, corporate and business). We are committed to analyzing our results and reporting back to you on a regular basis to continually improve service delivery and performance outcomes. Our service delivery model aligns our human resource services to meet your needs through our dedicated Executive Account Management team and our commitment to service and performance excellence. We will continue to work to understand your business and your human resource needs so we can provide you with services and a delivery model that will be adjusted, where beneficial, to remain relevant to you. 2 Page Service Level Agreement 2013/14

Financial investment Financial Picture The Agency consists of two distinct core budget areas: Agency Operations and Benefits. For 2013/14, Agency Operations gross costs are $61 million. Costs for benefits are $397 million and include $7 million for health and safety services provided by the Agency (e.g., health promotion, disability case management, benefits design) and $2 million for administration of all other benefits. Direct benefit costs are $388 million. Continued Focus on Value for Money As part of our transformation over the last year, we focused on improving the cost structure for the remaining areas of our business, which includes Lean and Health Productivity strategies to reduce direct benefit costs. These successes come through increased investment in technology (such as the recent implementation of web service requests) enabling the Agency to move appropriate services to lower cost channels. The Agency will continue to focus on providing value for money and the coming year will see an emphasis on hiring, payroll and business reporting. Ann, HR Advisor Service Level Agreement 2013/14 Page 3

Financial investment Finan Finan ncial ncial investme investme ent ent The budget is broken down into the following components: The budge The budge et is et broken is broken down down into the into following the following components: components: Agency Operations Agency Agency Operation Operation ns ns Allocation of Budget 2013/14 Allocat Allocat tion tion of Bud of dget Budget 2012/ 2012/ 13 13 Business Business Consulting, 1% Consulting, 1% Payroll & Human Payroll & Human Resource Resourcee Support e Support Servic Servic es, 42% es, 42% Labour & Employee Labour & Employee Relations, Relations, 8% 8% Recruitment & Recruitment Deployment, & 12% Deployment, 12% Learning, 9% Learning, 9% Org Design & Org Classifi Design ication, & 5% Employee Life Classification, 5% Employee Life Cycle, Cycle, 14% 14% PECSF, 1% PECSF, 1% Reporting & Reporting Analysis, & 4% Analysis, 4% Performance Perfo Managem rmance ment, 4% Management, 4% Benefits Allocation of Budget 2013/14 Benefit Benefit ts ts Allocat Allocat tion tion of Bud of dget Budget 2012/ 2012/ 13 13 Group Life Group Insurance, Life 2% Insurance, 2% LTD MSP, 7% MSP, 7%, 7% Extended Health & Extended Dental, Health 16% & Dental, 16% WCB, 2% Other Health & Safety, WCB, 2% r, Othe Health & Safety, r, 1% 1% 2% 2% LTD, 7% Provincial Pension, Provincial Pensio 40% n, 40% Employment Insurance, 6% Employment Insurance, 6% Death & Retiring, Death & Retiring, 2% 2% CPP, 15% CPP, 15% 4 Page Service Level Agreement 2013/14 Service Service Level Level Agreeme Agreeme ent 2012/13 ent 2012/13 7 7

Our services and service measures The Agency is committed to delivering high-quality human resource services that support our clients and customers. These services which are in-scope for the Service Level Agreement include the following: 1. Recruitment and Deployment 2. Learning 3. Organizational Design, Classification and Compensation 4. Employee Life Cycle 5. Performance Management 6. Labour and Employee Relations 7. Workplace Health and Safety 8. Business Consulting 9. Reporting and Analysis 10. Lean Marcel, Director, Corporate Health & Benefits Service Level Agreement 2013/14 Page 5

Our services and service measures 1. Recruitment and Deployment Services The Agency provides services to support effective hiring and deployment at all levels (entry level to Executive) within the public service through: Consulting on hiring options and providing advice on the appropriate type of hire to meet business needs; Assisting in developing selection criteria and assessment guides; Providing consulting advice related to staffing with respect to Hiring Policies, Collective Agreement and Merit; Sourcing strong viable candidates through design and placement of job advertisements, internal postings and managing advanced searches; Screening applicants (e.g., electronic screening questionnaires, resume reference checks); Coordinating interviews (e.g., scheduling applicants, booking interview locations); Conducting pre-interviews and other assessments for pooled positions (e.g., clerical and auxiliary positions); Notifying unsuccessful applicants and providing feedback throughout the recruitment process; Preparing letters and providing new employee information to effectively bring your new employee onto payroll and benefits; Coordinating the deployment of workforce adjustments, including employee notices and placements; Assisting in staff redeployment required to meet emerging business needs; and, Assisting with the criminal record check process. Performance assessment/rating at end of the probationary period. Time to Hire: Average number of days from submission of recruiting request to issuance of offer letter: Specialist, Professional (Science, Law, Psychology, etc.) Management Corporate Roles (Finance, IT, Policy) Social and Related Front-line Positions Clerical and Administrative Positions Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). 95% of new hires have solid performance or better ratings six months after hire. 50 days 40 days 40 days 35 days 15 days 6 Page Service Level Agreement 2013/14

Our services and service measures 2. Learning Services The Agency develops and delivers courses that provide public service employees with the skills and knowledge within the broad public sector at each level of the organization, including: Foundation level courses, targeted to all public sector employees that provide fundamental skills (e.g., communications, teamwork, government); Supervisor level courses that provide people managers with the skills and knowledge to effectively manage staff (e.g., employee relations, performance management, service excellence); Career builder courses that develop required skills and knowledge (e.g., finance, project management, procurement, leadership); Specialized courses that support corporate initiatives such as Diversity training and Lean; Advanced programs for Executive level managers that improve overall leadership capabilities (e.g., succession management, accelerated development); and, Rapid deployment of targeted learning / training to meet emerging business needs. Self-assessment of the degree to which the employee will be able to apply the learning on the job. Utilization rate for face-to-face courses. 95% Percentage increase in e-learning usage. 25% Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Service Level Agreement 2013/14 Page 7

Our services and service measures 3. Organizational Design, Classification and Compensation Services The Agency provides guidance and assists managers in reorganizing work and restructuring their organizations through: Organizational design consultation, including consultation on span of control, reporting relationships and classification; Developing new job profiles and making changes to existing job profiles; Reviewing job profiles to determine classification; Allocating positions to the leadership band and recommending target salary; Ensuring the Job Store inventory is accurate and current; Representing the employer and supporting the manager in seeking exclusions from the bargaining units; Designing, maintaining and monitoring compensation frameworks for both excluded and included public servants; and, Acting as the representative of the employer and the manager in defending classification appeals. A job profile that accurately reflected the functions of the position. New job profile drafted. Amendments to existing job profile drafted. Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Within 10 days Within 2 days 8 Page Service Level Agreement 2013/14

Our services and service measures 4. Employee Life Cycle Services The Agency manages the administration associated with all employee life cycle events including: Processing all new hires, transfers to new positions and other types of appointments and assignments to ensure that salary and employment changes are implemented; Processing all increases and adjustments to employee salary; Managing salary adjustments due to STIIP and return to work programs; Answering/resolving queries from employees and people managers regarding salary administration and benefits enrolment and processing required changes; Taking action to initiate employee stop payment (e.g., resignation, termination, retirement, long term disability); Preparing employee severance packages; Providing pay, leave and benefits services and advice, information and support; Providing exit and transition support services (e.g., financial counselling, résumé and job transition services); and, Providing advice and guidance on interpretation and application of articles in various collective agreements, policies, memorandums of understanding and/or agreements. Ann, Marketing Strategist Turnaround for changes to employee information. All data transactions will be processed without error. 100% Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Within one pay period Service Level Agreement 2013/14 Page 9

Our services and service measures 5. Performance Management Services The Agency provides guidance and assistance to supervisors and employees to enable effective performance management in the workplace through: Training programs designed to support skill development in performance management processes for both supervisors and employees; Developing, implementing, engaging and communicating to employees performance management best practices; Providing training and ongoing support on the use of MyPerformance Profile and the MyPerformance approach; Guiding supervisors to set performance goals and plans, and monitor and support new hire performance during probation periods; Building a culture of coaching to enable supervisors to develop coaching skills that bring out the best in employees, or assists supervisors and employees to identify action to address performance issues; Providing performance coaching support to explore career opportunities, (specifically as it relates to: knowing yourself, exploring options, identifying possibilities and taking action); and, Supporting employee redeployments, exits and terminations associated with performance. Turnaround time from point of service request to first performance coaching interaction. Self-assessment of the degree to which the performance coaching client will be able to apply the learning from the coaching sessions. Each individual performance coaching client will receive up to six coaching sessions over a three month period. 48 hours 100% Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). 10 Page Service Level Agreement 2013/14

Our services and service measures 6. Labour and Employee Relations Services The Agency acts on behalf of the employer in negotiations and interactions with the unions through: Leading collective agreement negotiations within the mandate established by government; Leading negotiations to implement initiatives required by the employer such as employee transfer agreements; Coaching and guiding people managers in disciplinary actions and issues; Supporting managers with major disciplinary investigations; Investigating matters, upon request, involving serious, complex alleged non-compliance of collective agreements, legislation, standards of conduct, and employer policies by: { Preparing scripts, questions and plans; { Gathering and securing information and evidence; { Analyzing evidence and preparing written reports and/or oral presentation of findings; Representing the employer in all grievances and disputes concerning matters related to discipline, terminations, human rights, the application of collective agreements, WorkSafeBC, terms and conditions of employment and other policy matters; Consulting on interpretation and application of collective agreements, labour laws and human resource policies; Assisting in preparing cases for termination and guidance on risks/requirements to proceed; Attending workforce adjustment meetings with managers upon request; Dealing with employees and advocates post-termination to finalize settlements; Providing innovative and proactive policy and legislation advice and solutions in support of the Corporate Human Resource Plan goals and responding to government direction (e.g., security screening); and, Negotiating with the union for approval for excluding positions from the bargaining unit. Turnaround time from point of service request to first contact with an investigator. One business day Percentage of grievances resolved prior to proceeding to full arbitration hearings. 95% Approval rate of exclusion requests that are negotiated with the union. Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Service Level Agreement 2013/14 Page 11

Our services and service measures 7. Workplace Health and Safety Services The Agency supports workplace health and safety through: Delivering corporate health and safety through programs such as the Flu Vaccination, Quittin Time, My Good Health and the Employee and Family Assistance Program; Consulting and advising ministries and worksites on the development of their workplace safety programs, and providing guidance for workplace injuries; Providing training, guidance, online tools and resources to reduce the frequency and impact of health related absences; Assisting people managers and employees in facilitating safe, timely and sustainable return to work; Conducting medical based evaluation of work limitations; Coaching people managers on dealing with and clarifying employee medical restrictions; Developing and monitoring tailored health improvement and return-to-work plans for employees and ministries; Maintaining employee occupational health medical records; Delivering violence and threat assessment to the workplace; and, Managing the Long Term Disability Plan for the BC Public Sector. An Early Intervention and Return to Work Specialist develops an individualized case plan after an employee absence of 6 weeks. Provide an Occupational Health nursing review of diagnostic, treatment and rehabilitation issues. Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Within 10 weeks of the first day of absence. Within 8 weeks of the first day of absence. 12 Page Service Level Agreement 2013/14

Our services and service measures 8. Business Consulting Services The Agency provides guidance and assistance to executives and senior management in identifying organizational issues and supporting implementation of HR practices to improve an organization s ability to meet their business needs through: Organizational Effectiveness Assessment (diagnosis) { Assisting clients in identifying their business strengths and challenges. { Defining gaps between the current and preferred states. Organizational Development { Aligning people with business strategy and priorities. { Designing/redesigning organizational structures. { Leveraging HR systems/programs to increase organizational performance. Turnaround time from point of service request to first interaction. One business day The degree to which the business consultant delivered on the contract commitment. 100% Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). 9. Reporting and Analysis The Agency provides ministries and people managers with reports and analysis to understand and take action on budget and people management issues/opportunities through: Provision of a standard suite of reports/analytics; Delivery of ad hoc reports for specific ministry needs; and, My Performance reporting and analysis. Turnaround (in days) to restore accurate reporting and access to the Information and Management and Analysis system. Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). 1 day Service Level Agreement 2013/14 Page 13

Our services and service measures 10. Lean The Agency created the Lean Program Management Office to foster a Lean culture across the BC Public Service. The office does this by: Supporting ministries in the delivery of Lean continuous improvement projects; Fostering the creation and implementation of culture change strategies; Developing, coordinating and delivering training to build Lean capacity; and, Building awareness through engagement and communication. Turnaround time from point of service request to first interaction. One business day The degree to which the Lean consultant delivered on the contract commitment. 100% Customer satisfaction with service quality (ease of access, flexibility and reliability). Customer satisfaction with service experience (responsiveness, competence and supportiveness). Colleen, Executive Lead, Lean Program Management Office 14 Page Service Level Agreement 2013/14

For more information, contact: BC Public Service Agency 810 Blanshard Street Victoria, BC V8W 2H2 www.gov.bc.ca/myhr 250 952-6000 Toll-Free 1 877 277-0772