Service Manitoba

Mandate

Service Manitoba provides leadership and direct consulting services in the area of service improvement to departments and agencies across the Government of Manitoba.

Main Function and Activities

Service Manitoba offers and supports a variety of products and services as follows:

• At Your Service Manitoba - Service Manitoba provides support to e-Manitoba Secretariat in the design, delivery and implementation of the At Your Service Manitoba initiative through:
  • Promotion and Education - raising awareness and profile amongst all levels of the organization and the public
  • Service Standards - assists in the review of government wide service standards
  • In Person Service Delivery - conduct research of existing and emerging single window centres
  • Telephony Enabled Call Centres - building a wider community of practice among leaders in the use of call/contact centre technology

• Measurement of Citizen's Satisfaction of Service and Employee Attitudes through:
  • the Common Measurements Tool
  • Focus Groups / Interviews
  • On-line Web Surveys
  • Employee Surveys

• In cooperation with OSD, Delivering Workshops to staff on :
  • Citizen Centered Service
  • Tools and Techniques of Continuous Improvement

• Consulting with departments and agencies on Customer Service Improvement Techniques including:
  • Complaint Management
  • Service Standards / Charters
  • Process Redesign

• Support the Civil Service Commission Renewal Strategy - supports elements of the Renewal Strategy such as measuring organizational culture, workplace wellness, competency development and e-learning.

• Support Innovation and Service Improvements through:
  • the Service Manitoba Fund which targets innovations from provincial civil servants from all levels of government with the intent of saving costs and/or improving service for all Manitobans.

• Support grassroots networks in government including:
  • Service Quality Partners - champion service improvement in the MB Government by leading and sustaining change through education, communication, direct assistance and recognition of success
  • Manitoba Service Excellence Awards (MSEA) - recognizes individuals and teams within the Manitoba Government who go the extra mile and excel in the workplace and the community
  • Workplace Wellness Learning Network- promotes working in a healthy environment within the Manitoba government.

Organizational Structure

Service Manitoba’s organizational structure is as follows: Acting Assistant Deputy Minister, Project Officer, Research Analyst, Consultant, Production Coordinator and Office Manager.

Community/ Business Linkages

Service Manitoba

• Attends regular meetings of senior federal/provincial/territorial service delivery officials
• Involved with the Institute for Citizen Centered Service (ICCS) which provides comprehensive information on best practices of public-sector service delivery
• Manitoba Quality Network Inc. (QNET) - promotional sponsor of QNET events within the civil service
• Manitoba Middle Managers Network - Co-sponsors educational and training events in conjunction with the City of Winnipeg and the Federal Manitoba Manager's Network

Management Accountability and Responsibility

Service Manitoba was established to accelerate and promote Manitoba Government’s commitment to better service. Reporting to the Civil Service Commissioner, Service Manitoba fosters a service philosophy and spirit that is customer driven, innovative and results oriented in the government of Manitoba

Web Site Address

Internet
http://www.gov.mb.ca/csc/servmb/index.html

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