ACCOUNTABILITY
STATEMENT
The business plan for the three years commencing
April 1, 2005 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 of March 21, 2005 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]
Ty Lund, Minister
of Government Services
March 23, 2005
the
ministry
Government Services provides a diverse range
of services that touch the lives of Albertans on a daily basis.
For example, Albertans are provided with a wide variety of efficient
and affordable licensing and registration services. Consumer education
and protection programs ensure that Albertans can confidently
conduct business transactions in a fair and ethical environment.
The Ministry also provides support and guidance on freedom of
information and privacy legislation and on information management.
In addition, the Ministry champions the provincial government's
cross-ministry administrative initiative, Service Alberta, which
helps provide Albertans with access to quality information and
services in a manner that best suits their schedule and lifestyle.
The continued success of this administrative initiative depends
on the ongoing commitment of our Ministry partners as we collaborate
to improve service delivery.
The organizational structure of Government Services supports
the diversity of services provided to a host of clients that include
Albertans, internal government, local public bodies and the business
community.
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The Ministry also works with four regulatory organizations
that administer provincial legislation on its behalf in specific
market sectors: Real Estate Council of Alberta, Alberta Funeral
Services Regulatory Board, Alberta Motor Vehicle Industry Council,
and Credit Counselling Services of Alberta.
VISION
Albertans served with excellence through innovative
leadership.
MISSION
Serving
Albertans by promoting a fair marketplace, providing effective
access to government information and services, and protecting
privacy.
CLIENTS
AND STAKEHOLDERS
Our mission involves delivering a diverse range
of services to both external and internal clients. While our primary
external clients are Alberta consumers and businesses, we also
work closely with:
- industry groups,
- non-profit organizations,
- law enforcement agencies,
- delegated regulatory organizations and other regulatory authorities,
- a network of registry agents throughout Alberta,
- other external service providers, and
- other government entities and jurisdictions across North America.
As well, Government of Alberta ministries partner
with us to advance the Service Alberta initiative and to access
our advice and support in administering freedom of information
and protection of privacy legislation, and information and records
management services.
LINK
TO THE GOVERNMENT OF ALBERTA STRATEGIC BUSINESS PLAN
In fulfilling the mandate of its vision and mission,
Government Services also demonstrates support for the broader
goals of the Government of Alberta, as outlined in the Strategic
Business Plan. The areas of opportunity most strongly supported
by the Ministry include unleashing innovation and making Alberta
the best place to live, work and visit. Through our efforts to
ensure consumer legislation remains current and relevant, Alberta
businesses and consumers can be confident of a level and competitive
playing field, while our marketplace enforcement provisions deter
unscrupulous businesses from preying on the vulnerable. The Ministry
also contributes to Albertans' quality of life by enhancing access
to government services, protecting interests in property and promoting
security of personal information.
Government
of Alberta Goal |
Ministry
Services |
Goal
1: Alberta will have a diversified and prosperous
economy. Government of Alberta Strategic Business
Plan Pillar: Unleashing innovation.
|
- Facilitating millions of common business transactions
for Albertans through registry services.
- Promoting consumer confidence by continually reviewing
and enforcing marketplace legislation to ensure it remains
current and responsive to emerging issues.
|
Goal
8: Alberta will have a financially stable, open and
accountable government. Government of Alberta
Strategic Business Plan Pillar: Making Alberta the best
place to live, work and visit.
|
-
Championing the Service Alberta initiative to improve
Albertans' access to government information and services.
- Providing
support and advisory services to public bodies that are
administering the Freedom of Information and Protection
of Privacy (FOIP) Act and records management legislation.
- Leading
the province's Information Management Framework.
- Maintaining
a competitive licensing and registration fee structure
in support of the Alberta Advantage.
|
Goal
10: Alberta will be a fair and safe place to work,
live and raise families. Government of Alberta
Strategic Business Plan Pillar: Making Alberta the best
place to live, work and visit.
|
- Protecting Albertans' interests through the Utilities
Consumer Advocate by ensuring electricity and natural
gas consumer concerns are heard at regulatory proceedings.
- Delivering effective consumer awareness and protection
programs targeted at those who are most vulnerable.
- Supporting private sector privacy legislation that protects
Albertans' personal information while enabling businesses
to use information for reasonable purposes.
- Maintaining the motor vehicles registry in support of
the Traffic Safety Act and road safety initiatives.
- Assisting Albertans in protecting their personal identity
and ensuring Ministry-issued documents and processes help
minimize fraud and identity theft.
- Reducing vehicle theft in Alberta through supporting
the efforts of the Alberta Vehicle Theft Committee.
|
The Ministry's programs and services, as well as
the information contained in its registries, also indirectly contribute
to other Government of Alberta goals. For example, the Ministry
supports Alberta Justice’s Maintenance Enforcement Program
by restricting registry services to non-custodial parents who
refuse to comply with child support payment obligations.
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SIGNIFICANT
OPPORTUNITIES AND CHALLENGES
The thriving Alberta economy increases the volume
and complexity of transactions that the Ministry supports, including
licensing and registry services, consumer education and protection,
and administration of internal government programs. Partnerships
in service delivery are essential and we will continue to work
with other jurisdictions, private sector organizations and Alberta's
own registry agent network.
As well, it is critical that the Ministry pursue continuous improvement
by capitalizing on new technology and streamlining service delivery
processes to maximize the efficient use of resources. Improvement
initiatives must be kept manageable, yet proceed at a pace that
ensures capacity concerns and emerging business issues are addressed
before services are adversely impacted.
One of the more significant emerging business issues pertains
to the restructured electricity and natural gas markets. The Ministry
strives to represent and protect the interests of residential,
rural, and small business operators who are concerned with price
and billing issues. The Utilities Consumer Advocate also advises
Albertans on making informed choices about managing their natural
gas and electricity purchases in this changing market environment.
The tremendously diverse services provided by the Ministry can
only be effective if Albertans are aware of them. So increasing
client awareness will be a key focus, in particular with respect
to Service Alberta and the Utilities Consumer Advocate. The Ministry
must also work to ensure that Albertans' needs and expectations
are met, especially in terms of how and when they want to access
services. As well, access needs must be carefully balanced with
the need to ensure the security and integrity of information.
STRATEGIC
PRIORITIES 2005-08
Through the Ministry’s review of environmental
factors, the strategic priorities described below have been identified.
These are in addition to the important ongoing core activities
of the Ministry.
1.
Service Excellence
Linkage:
All Goals
|
The Ministry's
commitment to service excellence is evident in its ongoing
dialogue with Albertans about their current and evolving
service needs and expectations. Service delivery is constantly
facing new challenges as channels of distribution evolve,
requiring new definitions of service standards (e.g., service
standards around online delivery of service). As well, partnership
and alternative service delivery models are essential for
the collaborative delivery of services in the most efficient
and effective manner. |
2. Security
and Privacy of Information Linkage:
Goals 1 and 5
|
Albertans expect
their government to provide the ability to exchange information
and conduct transactions in a secure environment that ensures
their personal information remains protected. For example,
the Ministry must be vigilant in maintaining and enforcing
appropriate safeguards for its registry systems and the
personal information they contain. Public education is important
in further protecting Albertans' identity and personal information.
The Ministry is also responsible for administering legislation
that protects the personal information of Albertans, whether
they are dealing with government or the private (including
not-for-profit) sector, and ensuring this legislation addresses
emerging issues. |
3. Optimizing
the Use
of Technology and Information
Resources
Linkage:
All Goals |
Government
Services will continue to use new technology to improve
service delivery, ensure security of Ministry-held information
and enhance efficiency in all areas of the Ministry. For
example, renewal of the Ministry's registry systems will
help accommodate increasing service volumes, improve access
and enable more integrated delivery of services. Government
Services also leads the Information Management Framework
for the Government of Alberta in partnership with the Office
of the Corporate Chief Information Officer. This initiative
assists ministries in implementing standards, technical
solutions and appropriate training for effectively managing
information and records, and mitigating risks regarding
the release of sensitive information. Given the increasing
reliance on electronic information, the initial priority
will focus on appropriate management of electronic records
in keeping with the provisions of existing legislation and
policies. |
4. Ensure
a Fair, Competitive and Orderly Marketplace
Linkage:
Goals: 1, 2, 3 and 5 |
Comprehensive and
effective legislation is critical to ensuring a healthy
and competitive marketplace for all Albertans. Specifically,
Government Services is responsible for educational and enforcement
activities for 35 acts and 72 regulations. The Ministry
must also be proactive in responding to emerging marketplace
issues such as mortgage fraud. Another example is the Office
of the Utilities Consumer Advocate that works to increase
Albertans' awareness of utility issues, respond to their
concerns, influence utility policy direction and offer advice
on behalf of the small retail utility consumer. |
SERVICE EXCELLENCE VALUES AND PRINCIPLES
Government Services employs a team of skilled, confident,
and capable staff who deliver quality services to our many clients.
Staff are committed to the following core values and principles
as they conduct their work and interact with clients:
- Leading Edge Service Delivery. Our continuous
efforts to streamline processes and promote innovation result
in leading edge service improvements that are possible only
through capitalizing on the knowledge and skills of our highly
dedicated staff. Partnerships and collaborations with other
ministries, jurisdictions and private sector organizations are
critical to achieving effective, efficient service delivery.
By leveraging the Ministry's investment in our large and complex
information technology infrastructure, we will explore opportunities
to improve access to programs and services, while enhancing
security and privacy protection.
- Client Driven. By seeking input from our
clients and stakeholders on service delivery and other decisions
affecting their personal and business activities, we remain
responsive to their needs. In addition, this feedback allows
us to focus on continuous improvement, best practices, and enhanced
service delivery in areas of highest priority to our clients.
- Accountability. We meet our commitments and
take responsibility for our decisions. We set standards for
performance and measure results on a regular basis for both
services we deliver directly, and for those provided through
our external partners.
- Professionalism. Our staff and partners are
committed to service excellence and strive to provide timely
and accurate information and services in an environment based
on respect, honesty and integrity.
CORE
BUSINESSES, GOALS, STRATEGIES AND MEASURES
CORE
BUSINESS ONE: Support a fair and effective marketplace in Alberta
Encompasses the innovative delivery of licensing
and registry services, as well as consumer education and protection
services to support fair business practices.
Goal
1: Efficient licensing and registration services
What
it means
This goal reflects our commitment to provide secure,
accessible, accurate, and competitively priced licensing and registry
services to Albertans:
- motor vehicles
- land titles
- charitable organizations
- personal property
- vital statistics
- cemetery approvals
- corporate registry
- business licences
- co-operatives and condominiums
As a result of sustained increases in demand, the Ministry now
processes close to 15 million transactions each year on behalf
of Alberta consumers and businesses. This level of activity puts
significant pressure on departmental resources and its extensive
information technology and communication infrastructure. The maintenance
and renewal of our registry systems is therefore critical in ensuring
we can continue to meet customer expectations and provide quality
services through government offices, online access and a province-wide
network of over 200 private registry agents.
A comprehensive legislative and accountability framework is also
important in supporting our service delivery and ensuring the
security and integrity of our data and operational processes.
Given the ever-changing business environment, it's important that
our legislation remain current in meeting the needs of Albertans.
As well, we must define service standards, evaluate performance,
and pursue continuous improvement initiatives for all delivery
channels.
Strategies
1.1 Implement initiatives to meet increasing demand for licensing
and registration services (e.g., land titles internship program).
1.2 Undertake initiatives to secure the personal information
of Albertans (e.g., public education activities, strengthened
policies, fraud prevention and security training/awareness).
1.3 Participate in cross-jurisdictional and inter-ministry activities
to address fraud and identity theft, and reduce vehicle theft
(e.g., promote capture of vehicle history).
1.4 Ensure the continued viability of the registry agent network
in its ongoing evolution as a distribution network for the delivery
of integrated government products and services.
1.5 Continue renewal of the registry systems to accommodate increasing
service volumes, improve client access and convenience, and enable
integrated service delivery.
1.6 Continue to implement enhanced compliance/accountability
mechanisms that ensure excellence in private agent service delivery.
1.7 Investigate emerging legislative issues and introduce and/or
amend legislation as appropriate (e.g., mortgage fraud and unlimited
liability companies).
1.8 Continue to support initiatives pertaining to automobile
insurance reform in Alberta.
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GOAL
2: Informed consumers and businesses, and a high standard of marketplace
conduct
What
it means
An effective legislative framework is critical in
supporting a dynamic and growing marketplace in Alberta. Strong
legislation, such as the Fair Trading Act, coupled with
stringent business licensing requirements, contribute to a prosperous
economy as consumers and businesses can be confident they are
conducting business transactions in a fair environment.
Marketplace awareness initiatives are targeted to both buyers
and sellers, with a focus on educating them on their rights and
obligations and empowering them to help themselves. Various educational
materials are provided in plain language, including tip sheets
and news releases that alert the public to inappropriate business
conduct and/or fraud. As well, the Ministry's Call Centre responds
to inquiries and complaints. These activities empower consumers
to gain a better understanding of their rights and assistance
available to resolve issues.
Business trends and marketplace practices are proactively reviewed,
through research and monitoring of complaints and inquiries, to
ensure legislation keeps abreast of emerging issues. A targeted
investigative strategy is employed to focus on the most serious
violations, including deceptive marketing practices and offences
against vulnerable consumer groups, such as seniors and youths.
In addition, periodic inspections of regulated businesses and
trust accounts are conducted.
Partnerships with other organizations enhance our awareness and
protection initiatives. For example, information is shared with
law enforcement agencies, government entities, consumer groups,
and business organizations through national and international
cooperative enforcement programs. As well, the Ministry monitors
and supports various regulatory organizations that administer
consumer legislation in key industries (i.e., Real Estate Council
of Alberta, Alberta Funeral Services Regulatory Board, Alberta
Motor Vehicle Industry Council, and Credit Counselling Services
of Alberta).
Strategies
2.1 Develop and/or modernize consumer legislation (e.g., Fair
Trading Act and the Cemeteries Act) to address marketplace
issues, promote cross-jurisdictional harmonization, and improve
consumer protection.
2.2 Implement innovative consumer awareness initiatives that
promote ethical business practices and enable consumers to make
informed and responsible consumer decisions.
2.3 Capitalize on national and international partnerships to
undertake cooperative enforcement and consumer protection initiatives.
2.4 Establish an affordable Alternate Dispute Resolution process
for handling substantive landlord and tenant disputes, without
resorting to the judicial system.
GOAL
3: Effective advocacy of Albertans' interests in the restructured
utilities market
What
it means
The Utilities Consumer Advocate was established
in 2003 to represent the interests of the small retail consumer
(i.e., residential, farm and small commercial) in Alberta's restructured
utility markets. The Advocate ensures that the interests of Alberta
consumers are effectively represented in regulatory proceedings.
The Advocate also acts as a central point of contact to provide
Albertans with information and assistance. Key responsibilities
are to promote understanding of the restructured electricity and
natural gas markets and to ensure that Albertans' concerns and
complaints are heard and effectively addressed. The Advocate works
with the Utilities Consumer Advisory Council to seek input/feedback
on the needs and expectations of Albertans. This enables the Advocate
to represent Albertans while working toward improvements in the
regulatory process and service delivery.
Strategies
3.1 Through co-operation with other consumer organizations and
their representatives, influence improvements to safeguard consumer
interests and gain operational efficiencies and effectiveness
in the regulatory process.
3.2 Use consumer feedback and business intelligence to influence
changes to retail utility policy and business practices to protect
consumers.
3.3 Ensure the accountability of utility companies in addressing
consumer questions and concerns in a timely, accurate, and fair
manner.
3.4 Challenge and encourage utility service providers, government
departments, regulatory agencies and other key stakeholders to
foster improvements in the utility marketplace.
3.5 Increase awareness of the roles and services of the Utilities
Consumer Advocate and promote consumers' understanding of their
options in the restructured electricity and natural gas markets.
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CORE
BUSINESS TWO: Lead service improvement initiatives on behalf of
the Government of Alberta
Improves Albertans' access to government information
and services, while ensuring their privacy is protected.
GOAL
4: A service environment that enables Albertans to access government
information and services in a manner of their choice
What
it means
Service Alberta is a key administrative initiative
of the Government of Alberta that enables Albertans to access
government information and services in a manner of their choice.
Specific objectives are to provide Albertans with accessible,
integrated and quality services from the Government of Alberta.
Full implementation of Service Alberta will allow Albertans to
more easily find and access the information and services they
need. They will receive seamless, secure and consistent service
across all delivery channels. Albertans' service needs and expectations
will be addressed in a positive manner, based on choice, respect
and timeliness. Government Services will continue to work with
ministries to develop the long-term plan and begin implementing
strategies for achieving the future direction of Service Alberta.
Strategies
4.1 Gather customer feedback to ensure service delivery and access
continues to meet Albertans' needs.
4.2 Work with ministries to promote and enhance service excellence.
4.3 Work with ministries to further enhance service access by
telephone.
4.4 Work with ministries to promote and enhance the content and
functionality of the Service Alberta website.
4.5 Promote awareness of Service Alberta and how it can help
all Albertans.
4.6 Explore options for coordinating service delivery offices
throughout the province under a common Service Alberta identifier
that is recognizable to the public.
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GOAL
5: Effective management of, and access to information, and protection
of privacy
What
it means
Government Services guides ministries in delivering
their programs by providing a corporate framework for information
management, access to information and protection of privacy.
Specifically, the Ministry strives to ensure that access and
privacy legislation is effective and that support is provided
to Government of Alberta entities, local public bodies and private
sector organizations that administer the legislation.
Other core information management services include administering
the Records Management Regulation and approving Ministry records
retention and disposition schedules through the Alberta Records
Management Committee. As well, effective information management
is promoted through the provision of advice, information resources
and training.
Strategies
5.1 Provide technical support to the special committee of the
Legislative Assembly charged with reviewing the Personal Information
Protection Act.
5.2 Work with other jurisdictions to foster harmonization of
private sector privacy rules (e.g., legislated federal review
of the Personal Information Protection and Electronic Documents
Act).
5.3 Partner with the Office of the Corporate Chief Information
Officer to implement the corporate Information Management Framework
for government (e.g., develop standards and best practices for
managing electronic information and introduce new technologies
to foster its management).
5.4 Address emerging issues in information management, access
to information and protection of privacy.
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MINISTRY
SUPPORT ACTIVITIES
In order to optimize the Ministry's performance,
staff engage in the following support activities:
- Optimizing our technology infrastructure; providing leadership
in information technology methodology development; aligning
with, and contributing to, Government of Alberta information
and communication standards and initiatives.
- Maintaining and testing business continuity plans to ensure
the Ministry is able to provide critical services, within a
reasonable amount of time, in the event of an emergency or disaster.
- Reviewing our regulations on an ongoing basis to simplify
them and ensure they meet current needs.
- Promoting accurate, concise and timely communication with
our clients, stakeholders and the public.
2005-08
PERFORMANCE MEASURES SUMMARY
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EXPENSE
BY CORE BUSINESS
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MINISTRY
STATEMENT OF OPERATIONS
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CONSOLIDATING
NET OPERATING RESULT
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to: Health and Wellness Business Plan
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