TABLE OF CONTENTS

• Accountability Statement

• The Ministry

  • Strategic Priorities

• Organizational Structure

• Support of Government of Alberta Goals

• Ministry Challenges 

• Vision

• Clients and Stakeholders

• Mission

• Core Businesses

• Service Excellence Values and Principles

• Goals and Objectives

• Goals, Objective and Strategies

  • Goal One:  Efficient Licensing and Registration Services.

  • Goal Two:  Informed Consumers and Businesses, and a High Standard of Marketplace Conduct. 

  • Goal Three:  A Service Delivery Environment that Enables Albertans to Access Government Information and Services in a Manner of Their Choice.

  • Goal Four:  Effective Management of and Access to Information, and Protection of Privacy.

• Ministry Support Activities

• Performance Measures

• Potential Future Measures

• Alberta Corporate Service Centre (ACSC) Business Plan 2003-06

  • Vision

  • Mission

  • Values and Principles

  • Our Core Business

  • Strategic Priorities

  • Support of Government of Alberta Priorities

  • Our Major Customers and Stakeholders

  • Goals and Objectives

  • Goals, Objectives and Strategies

    • Goal One:  Financial Benefit to Our Customers Through the Provision of Shared Services

    • Goal Two:  Value-Added Service for Our Customers

    • Goal Three:  Leader in Shared Services

  • Performance Measures

  • Internal Corporate Support Services

• Expense by Core Business

• Ministry Statement of Operations

• Consolidated Net Operating Result

This Business Plan for the three years commencing April 1, 2003 was prepared under my direction in accordance with the Government Accountability Act and the government’s accounting policies. All of the government’s policy decisions as at March 19, 2003 with material economic or fiscal implications of which I am aware have been considered in preparing the Business Plan.

The Ministry’s priorities outlined in the Business Plan were developed in the context of the government’s business and fiscal plans. I am committed to achieving the planned results laid out in this Business Plan.

[original signed]

David C. Coutts, Minister of Government Services
March 21, 2003

Government Services ensures that Albertans can conveniently register their vehicle, buy a house, start a business, get a loan, and conduct various other every-day transactions through the strategic use of technology. Our legislation is key to the effective regulation, enforcement, and promotion of fair business practices in the marketplace and development of consumer confidence in Alberta. We also provide support and guidance to various government and local public bodies to ensure that Albertans are able to access information while at the same time protecting their privacy. 

In delivering these services, the Ministry has developed a tradition of service excellence. Our achievements can be attributed to a team of highly skilled, flexible staff who are committed to meeting customer needs. As well, the continued application of technology allows us to serve as a leader in improving service delivery. 

Our commitment to service excellence also involves promoting the corporate goals and strategic directions of the provincial government. Specifically, we are the champion for two of the provincial government’s key administrative initiatives. One is Service Alberta, which aims to improve how Albertans are able to access government information and programs. Another is the Alberta Corporate Service Centre, the province’s shared services model (see attached plan). The business priorities that we identify today must be aligned with the Alberta Government’s priorities for tomorrow, and developed through strategic partnerships that will benefit all of our clients and stakeholders.

While there are many operational activities that are vital for successfully managing the day-to-day activities of our business, we have a number of mission-critical priorities aimed at moving the business to higher levels of effectiveness and service excellence:

Successfully addressing these strategic priorities will ensure the Ministry can continue to provide the high level of service that Albertans have come to expect.

ORGANIZATIONAL STRUCTURE

SUPPORT OF GOVERNMENT OF ALBERTA GOALS

Our Ministry plays a key role in achieving the goals of the Government of Alberta.

MINISTRY CHALLENGES

The Ministry operates in a dynamic and challenging environment with many associated risks and opportunities. This business plan has been developed to address the following challenges: 

VISION

Albertans served with excellence through innovative leadership.

CLIENTS AND STAKEHOLDERS

Our vision involves delivering services to both internal and external clients. Our primary external clients are Alberta consumers and businesses. However, we also work closely with industry groups, non-profit organizations, law enforcement agencies, external service providers, other government entities, and a network of registry agents across Alberta. Internally, other government ministries access our advice and support in administering FOIP legislation and records management services, and also partner with us in developing and implementing the Service Alberta initiative.

MISSION

Serving Albertans by providing effective access to government information and services, protecting privacy and promoting a fair marketplace.

CORE BUSINESSES

To achieve our mission, we engage in two core businesses:

1. Support a fair and effective marketplace in Alberta by providing licensing and registry services, and promoting consumer protection. 

2. Lead service improvement initiatives on behalf of the Government of Alberta to improve Albertans’ access to government, ensure protection of privacy, and promote advancements in information management.

SERVICE EXCELLENCE VALUES AND PRINCIPLES

We are a team of skilled, confident, and competent staff who deliver quality services for the benefit of our clients. To succeed in our mission, we embrace the following values and principles in our planning and day-to-day operations:

GOALS AND OBJECTIVES

GOALS, OBJECTIVE AND STRATEGIES

Objectives are identified for each goal to indicate what we expect to achieve. The strategies provide information on how we will achieve our goals and objectives.

GOAL ONE: Efficient Licensing and Registration Services. 

Objective 

Quality information and services are accessible, secure, accurate, and reasonably priced.

Strategies 

• Ensure the effective management and delivery of the Ministry’s wide-range of services. 

• Continue renewal of the registry systems to accommodate increasing service volumes, improve client access and convenience, and enable service delivery concepts for Service Alberta.

• Manage the registry systems to address increasing business demand. (Approximately 35 million transactions per year for the general public, law enforcement and other government agencies/programs.)

• Explore opportunities for innovative service delivery and improved security.

• Develop and implement, in partnership with other governments and stakeholders, initiatives to ensure secure identity and personal information of Albertans (i.e. birth certificates, change of name).

• Implement a new secure driver’s licence for Alberta.

• Manage the Ministry’s comprehensive accountability framework including service standards, performance evaluation, and continuous improvements.

• Continue to ensure our fees are competitive.

• Implement the motor vehicle access standards. 

Objective 

Legislation meets ever-changing needs.

Strategies 

• Review and amend legislation such as the Change of Name, Marriage and Vital Statistics Acts, Business Corporation Act, and Law of Property Act.

• Investigate the need to develop legislation that will permit the creation of unlimited liability companies.

GOAL TWO:  Informed Consumers and Businesses, and a High Standard of Marketplace Conduct.

Objective 

Strong legislative framework that supports a fair and growing marketplace.

Strategies 

• Monitor the marketplace and recommend legislative strategies to respond to emerging consumer issues (e.g. life lease issues).

• Review and amend the following legislation: 

  • Residential Tenancies Act/Mobile Home Sites Tenancies Act. 

  • Fair Trading Act.

  • Cemeteries and Funeral Services Acts.

• Continue to work with other Canadian jurisdictions on consumer measures related to the Agreement On Internal Trade (i.e. promoting harmonized legislation across Canada).

Objective 

Legislation supports consumer and business confidence and contributes to a prosperous economy.

Strategies 

• Apply a targeted investigative strategy to focus on the most serious violations (e.g. deceptive marketing practices and offenses that target vulnerable consumers causing significant loss). 

• Review marketplace practices and conduct periodic inspections of regulated businesses and trust accounts to ensure compliance with legislation.

• Initiate proactive enforcement activities (e.g. test shopping to determine if a business is complying with legislation, informative-sting websites to promote consumer awareness about fraudulent practices, and department-initiated investigations on growing trends in the marketplace such as misleading advertising). 

• Participate in national and international cooperative enforcement and consumer protection initiatives.

• Support and monitor regulatory agencies that administer consumer legislation (i.e. Real Estate Council of Alberta, Alberta Funeral Services Regulatory Board, Alberta Motor Vehicle Industry Council, and Credit Counselling Services of Alberta).

Objective 

Consumers and businesses are informed and empowered to help themselves.

Strategies 

• Respond to Albertans’ concerns and requests for marketplace information.

• Provide effective, accessible, and plain language information about marketplace issues and legislation. 

• Partner with government, consumer groups, and business associations on consumer education and marketplace awareness.

GOAL THREE:  A Service Delivery Environment that Enables Albertans to Access Government Information and Services in a Manner of Their Choice.

Objective 

Albertans’ service needs and expectations are addressed in a positive manner, based on choice, respect, and timeliness.

Strategies 

• Implement strategies to increase the number of Albertans who are aware of Service Alberta.

• Provide Albertans with access to additional information and transactions through the Service Alberta website and contact centre.

• Develop a long-term plan, with actions and accountabilities, for enhancing the service excellence culture across the Alberta public service.

• Undertake customer feedback processes to ensure services continue to meet Albertans’ needs.

Objective 

Albertans exchange information and conduct transactions in a secure environment that protects their privacy and confidentiality.

Strategies 

• Update the Service Alberta accountability framework to reflect current roles and responsibilities, including those for individual employees, and communicate this to stakeholders.

• Collaborate with Innovation and Science to implement the commonly accepted authentication scheme for the Government of Alberta. 

• Consult with Albertans to ensure they are satisfied that their privacy is protected when accessing government services.

Objective 

Albertans receive seamless and consistent service across all delivery channels.

Strategies 

• Commence implementation of strategies that provide greater integration between ministry contact centres and the Service Alberta contact centre.

• Work with ministries to further develop the Service Alberta architecture, consistent with the Government of Alberta Enterprise Architecture, including common applications.

• Commence implementation of recommendations approved for over-the-counter service integration.

GOAL FOUR:  Effective Access to Information and Protection of Privacy.

Objective 

Freedom of Information and Protection of Privacy legislation is effective and support is provided to those administering the Act.

Strategies

• Implement the Select Special FOIP Act Review Committee’s recommendations through legislative amendments and policy development.

• Provide advice, training and cross-ministry co-ordination to promote the effective application and a greater understanding of FOIP.

Objective 

Private sector privacy legislation will be in effect for Alberta businesses.

Strategies 

• Introduce private sector privacy legislation in Alberta that is harmonized with other provinces and minimizes the implementation requirements of the private sector. 

• Gather and analyze feedback on the new legislation.

• Develop a communication plan for implementation. 

Objective 

Information management and regulatory frameworks guide ministries in delivering their programs.

Strategies 

• Partner with Innovation and Science to implement the recommendations of the Information Management Framework for Government (e.g. policies/standards for electronic records). 

• Promote awareness, and implementation, of an enhanced records management framework. 

• Partner with other ministries to deliver an information management training program.

• Manage the regulatory review process.

• Provide support, as required, to the Government Rules Review Committee in its evaluation of provincial government rules and policies.

MINISTRY SUPPORT ACTIVITIES

In order to maximize the operational performance of the Ministry, staff engage in the following support activities:

• Maximizing our technology infrastructure while aligning with Government of Alberta information and communication standards and initiatives. 

• Maintaining current emergency preparedness strategies and business resumption plans, to ensure that the Ministry has an effective crisis management model.

• Promoting accurate, concise, and timely communication with our clients and stakeholders.

• Providing expertise and leadership in planning, research, financial management, and administration. 

• Promoting employee development, results recognition, and succession planning in alignment with the provincial government’s Corporate Human Resource Development Strategy. 

• Providing legal advice and guidance in support of Ministry programs and services.

PERFORMANCE MEASURES

Goal 1:  Efficient licencing and registration services.

Goal 2:  Informed consumers and businesses and a high standard of marketplace conduct.

Goal 3:  A service environment that enables Albertans to access government services in a manner of their choice.

Goal 4:  Effective management of access to information, and protection of privacy.

* Note that this data was collected prior to the official launch of Service Alberta. Results are preliminary, and methodology is subject to a detailed audit in the 2002-03 Annual Report.

POTENTIAL FUTURE MEASURES

A critical component of our service excellence commitment is to effectively measure and track the Ministry’s performance. We will investigate potential future measures for: 

• expanding cost comparisons for licenses issued by a government regulatory body (e.g. register a real estate agent),

• deterring potential and repeat offenders in the marketplace, and 

• implementing a framework that guides the management of information resources.

If we can develop the methodology to reliably track these measures in a cost effective manner, we will incorporate them into our formal performance measurement framework.  

ALBERTA CORPORATE SERVICE CENTRE (ACSC) BUSINESS PLAN 2003-06

Vision

A globally recognized leader of shared services.  

Mission

To provide unparalleled, quality support services to the Government of Alberta in an environment that values our customers and our employees.

Values and Principles

ACSC embraces the fundamental principles of honesty, fairness, professionalism, and collaboration, while maintaining a primary focus on exceptional service for our customers. We value our staff and their contributions to innovation, creativity, open communication, accountability and pride in service delivery. These elements are key in achieving our vision.

Our Core Business

ACSC’s business is service delivery, providing shared services in the areas of administration, finance, human resources, and information technology. ACSC’s core business activity supports the vision and mission.

Strategic Priorities

Over the next three years, ACSC will be facing a number of challenges – some ongoing and some new. ACSC’s success in effectively supporting the Government of Alberta’s administrative needs lies in developing more consistent standards of service, being absolutely customer focused and accountable to the individual and the collective customer base, while striving for continuous improvement. 

Stakeholders and customers recognize the potential benefits of a shared services environment. A successful shared services delivery model requires a carefully staged, committed approach to implementation over several years to achieve maximum results. The ACSC business plan for the next three years addresses the challenge of building the most effective service delivery model and putting in place plans and strategies to respond to our customers’ priorities, as well as our organizational requirements. ACSC has a number of critical priorities aimed at achieving success through:

Successfully addressing these strategic priorities will ensure that ACSC can continue to provide a high level of service.

Support of Government of Alberta Priorities

ACSC is a key administrative priority of the Government of Alberta. By providing cost effective, standardized shared services to all Government of Alberta ministries, it supports a financially stable, open and accountable government. 

Our Major Customers and Stakeholders

ACSC’s major customers are the Government of Alberta ministries and associated agencies, boards and commissions. The stakeholders that the ACSC consults and works with are: 

• Government-wide Councils for administration, finance, information technology and human resources, and 

• Business partners integral to ongoing activities.

Goals and Objectives

Goals, Objectives and Strategies

Objectives are identified for each goal to indicate what ACSC expects to achieve. The strategies provide information on how ACSC will achieve the goals and objectives.

Goal One:  Financial Benefit to Our Customers Through the Provision of Shared Services

Objective 

Reduce cost of service provision.

Strategies 

• Undertake process streamlining and standardization focusing upon consistency, effectiveness and cost efficiency.

• Develop and implement process and service redesign in order to significantly improve service delivery, customer service, and reduce costs to GOA.

• Facilitate effective supply arrangements through strategic sourcing and consistently applied standards to create reduced service costs.

• Realign the regional service delivery network to optimize value and cost.

Objective 

Facilitate well-managed customer demand for services.

Strategies 

• Develop and implement a pricing model for services delivered.

• Implement agreed upon service definitions and standards, as well as technological standards in cooperation with Councils.

• Obtain understanding of customers’ business needs as a basis for providing informed advice on appropriate service delivery practices.

• Realign service contracts to optimize value and cost.

• Identify opportunities to benefit ABCs through the shared services initiative.

Objective 

A well-managed supply chain for the provision of services and products.

Strategies 

• Effectively deploy resources and skills across government.

• Refine corporate planning, budgeting, forecasting and reporting practices.

• Develop a system for identifying, validating and reporting cost reductions.

• Improve internal employee performance management practices.

• Improve alignment of human resource base with customer requirements.

Goal Two:  Value-Added Service for Our Customers

Objective 

Customer satisfaction with results.

Strategies 

• Develop a performance measurement and reporting system with demonstrable links between activities and outcomes.

• Develop and prepare employees to meet immediate and anticipated customer service expectations with innovation and service excellence through systematic information sharing and issues management between ACSC and the customer.

• Identify potential service improvement opportunities through best practices research.

• Identify emerging trends, opportunities and demands to ensure responsiveness and promote innovative cross-government solutions.

Objective 

Customer satisfaction with service relationship.

Strategies 

• Manage service delivery with professionalism and continuous improvement.

• Inform and educate customers and staff about ACSC goals, strategies, activities and achievements.

• Refine service definitions, service standards and technological standards in cooperation with Councils.

• Foster and maintain partnerships with clients and stakeholders.

Goal Three:  Leader in Shared Services

Objective 

Champion corporate thinking within the GOA and develop a strong internal culture with a focus on sharing.

Strategies 

• Review the effectiveness of the shared services model.

• Promote the ACSC shared services model.

• Promote interdepartmental cooperation and participation on cross government strategies and/or opportunities.

Performance Measures

Goal 1:  Financial benefit to our customers through the provision of shared services.

Goal 2:  Value-added services for our customers.

Goal 3:  Leader in shared services.

* Change in Methodology

Internal Corporate Support Services

EXPENSE BY CORE BUSINESS

MINISTRY STATEMENT OF OPERATIONS

CONSOLIDATED NET OPERATING RESULT

Go to: Health and Wellness Business Plan 2003-06

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