ACCOUNTABILITY
STATEMENT |
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The business plan for the three years commencing April 1,
2006 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 February 23, 2006 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
February 28, 2006
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THE
MINISTRY |
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Government Services provides
a diverse range of services that touch the lives of Albertans
on a daily basis. When Albertans register a car, buy a
house, start a business or look for information about
the province's consumer protection legislation, they are
accessing some of the many services, products and information
offered by the Ministry. In addition, the Ministry operates
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 initiative depends on the ongoing commitment of
our Ministry partners as we collaborate to improve service
delivery. Consumer education and protection programs developed
and implemented by Government Services also ensure that
Albertans can confidently conduct business transactions
in a fair and ethical environment.
The interests and complaints
of Alberta's retail energy consumers are addressed through
the Office of the Utilities Consumer Advocate. The Advocate
is part of the Ministry and brings consumer concerns to
the attention of electricity and natural gas companies
as well as the Alberta Energy and Utilities Board. The
Utilities Consumer Advocate assists Albertans in knowledgeably
responding to the restructured utility marketplace.
The Ministry also provides
support and guidance on freedom of information and privacy
legislation and on information management.
The organizational structure
of Government Services supports the diversity of services
provided to a host of clients that include Albertans,
provincial and local public bodies and the business community:
The Ministry
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.
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VISION |
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Albertans served with excellence and innovation.
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MISSION |
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To serve Albertans by promoting a fair marketplace, maintaining
secure registry programs, providing effective access to
government information and services, and protecting privacy.
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CLIENTS
AND STAKEHOLDERS |
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Government Services’ mission involves delivering a diverse
range of services. While Government Services’ primary external
clients are Alberta consumers and businesses, the Ministry
works 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
- Other government entities
and jurisdictions across North America
As well, Government of Alberta
ministries partner with Government Services to advance Service
Alberta and access our advice and support in administering
freedom of information and protection of privacy legislation
and information and records management services.
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LINK
TO THE GOVERNMENT OF ALBERTA STRATEGIC BUSINESS PLAN |
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In
fulfilling the mandate of its vision and mission, Government
Services supports the broader goals of the Government of
Alberta. 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
efforts to ensure consumer legislation remains current and
relevant, Alberta businesses and consumers can be confident
of a level and competitive playing field, while marketplace
enforcement provisions deter unscrupulous businesses from
preying on the vulnerable. The Utilities Consumer Advocate
participates in natural gas and electricity market regulatory
proceedings, facilitates the handling of complaints and
co-ordinates consumer education about the restructured utilities
industry. The Ministry contributes to Albertans' quality
of life by enhancing access to government services, protecting
interests in property and promoting security of personal
information.
Goal
1: Alberta will have a diversified and prosperous
economy. Government of Alberta
Strategic Opportunity:
Unleashing Innovation. |
- Facilitating more
than 17 million common business transactions each
year 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.
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Goal 8:
Alberta will have a financially stable, open and accountable
government. Government of Alberta
Strategic Opportunity:
Making Alberta the best place to live, work and visit. |
- Contributing to the
efficient and convenient delivery of government
services to Albertans by Internet, telephone and
in person.
- Implementing the Government
of Alberta Information Management Framework to effectively
manage information and records, and mitigate the
risk of inappropriate release of confidential information.
- 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.
- Maintaining a competitive
licensing and registration fee structure in support
of the Alberta Advantage.
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Goal 10:
Alberta will be a fair and safe place to work, live
and raise families. Government of Alberta
Strategic Opportunity:
Making Alberta the best place to live, work and visit. |
- Developing a government-wide
strategy to ensure personal information entrusted
to government is managed to ensure its privacy and
security.
- Delivering effective
consumer awareness and protection programs targeted
at those who are most vulnerable.
- Protecting Albertans'
interests through the Utilities Consumer Advocate
by ensuring electricity and natural gas consumer
concerns are appropriately addressed at regulatory
proceedings.
- Maintaining the motor
vehicles registry in support of the Traffic
Safety Act and road safety initiatives.
- Supporting private-sector
privacy legislation that protects Albertans' personal
information while enabling businesses to use information
for reasonable purposes.
- Reducing vehicle theft
in Alberta by supporting the efforts of the Alberta
Vehicle Theft Advisory Committee.
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Goal 14: Alberta
will have a supportive and sustainable infrastructure
that promotes growth and enhances quality of life.
Capital Plan |
- Promoting the safety
of Alberta's roads and highways through the use
of the motor vehicle registration system to support
regulations, standards and enforcement.
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The Ministry's programs and
services and the information contained in its registries
indirectly contribute to other Government of Alberta goals.
For example, in support of Justice's Maintenance Enforcement
Program, the Ministry restricts non-custodial parents from
accessing registry services if they have refused to comply
with child-support obligations.
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SIGNIFICANT
OPPORTUNITIES AND CHALLENGES |
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Increasing demands for service continue to put pressure
on operations given the thriving Alberta economy and advancing
consumer sophistication and expectations. Opportunities
exist in 2006-09 to apply resources and technology to improve
service delivery in many areas of the Ministry. Key challenges
expected to influence the Ministry in the coming years include:
Awareness:
The desire to make Albertans more aware of the services
offered by the Ministry will be a continuing challenge.
Increasing client awareness will be a key focus, particularly
with respect to the Utilities Consumer Advocate. The Ministry
endeavours to ensure that Albertans' service delivery expectations
are met through Service Alberta, especially in terms of
how and when they want to access services. These access
needs, however, must be carefully balanced with the need
to ensure the security and integrity of information.
Security and Privacy:
As personal information security and privacy breaches become
more common in society, Albertans' expectations of government
safeguarding their personal information increase. For this
reason, the Government of Alberta has made Protecting People's
Private Information one of its eight top priorities for
2006-09. Government Services will continue to play a leading
role in developing policies and procedures to secure and
protect the personal information of Albertans. The Ministry
will continue to work with registry agents, outsourced service
providers and law enforcement agencies to improve the security
of systems, documents and handling processes. In addition,
the Ministry will ensure that provincial privacy legislation
is kept current and will remain vigilant that American legislation,
such as the USA Patriot Act, does not have a negative
impact on Albertans.
Registries Renewal:
The renewal of the Ministry's existing systems for the Personal
Property, Land Titles and Motor Vehicles registries continues
to be a critical factor in positioning Government Services
to meet growing demands for services and increased security
needs.
Legislative Renewal:
Government Services continues to be responsible for an extensive
portfolio of legislation, consisting of at least 35 acts
and 70 regulations that must be kept current and responsive
to emerging issues. Some of the acts and regulations the
Ministry is examining, in response to emerging issues, relate
to the protection of personal information, real estate and
fair trade.
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GOVERNMENT
SERVICES BUSINESS PLAN FRAMEWORK |
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STRATEGIC
PRIORITIES 2006-09 |
The
strategic priorities described below have been identified
through the Ministry's review of environmental factors. These
are in addition to the important ongoing core activities of
the Ministry. |
1.
Service Excellence
Linkage:
All Goals |
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Government Services is committed to maintaining service
excellence. Increasing service demands are putting pressure
on the Ministry's resources, and as a result the Ministry
is increasing its capacity in its registries, particularly
Land Titles. This will enable Government Services to meet
increasing service demands and maintain service levels.
In establishing, delivering and monitoring the performance
of its programs, the Ministry has developed a tradition
of service excellence that will continue to be a key focus.
Background: Government Services
constantly monitors service volumes of all its registry
systems as well as the results from its various performance
measurement systems. The objective is to respond in an
effective and timely way to the needs of Albertans.
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2.
Promote Effective Information Management
Linkage:
All Goals |
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Government
Services will work collaboratively with Restructuring and
Government Efficiency to implement the Information Management
Framework for the Government of Alberta.
Background: The Information
Management Framework assists ministries in implementing
standards, technical solutions and appropriate training
for effectively managing information and records and mitigating
risks regarding the release of information. Given the
increasing reliance on electronic information, priority
will be given to appropriate management of electronic
records in keeping with the provisions of existing legislation
and policies.
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3.
Ensure Security and Privacy of Information
Linkage:
Goals 1 and 5 |
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Government
Services will provide leadership for one of the government's
key priorities of Protecting People's Private Information
by developing a government-wide strategy to ensure the privacy
and security of personal and other information entrusted
to it.
Background: The Ministry
is responsible for administering legislation that protects
Albertans' personal information in the custody or under
the control of the Government of Alberta. The Ministry
is enhancing its security mechanisms to further protect
registry information.
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4.
Ensure a Fair, Competitive and Orderly Marketplace
Linkage:
All Goals |
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The
Ministry will address emerging marketplace issues, such
as mortgage fraud, identity theft and utility issues. Government
Services will increase Albertans' awareness of issues, respond
to their concerns, influence policy direction, offer advice
and intervene in utility regulatory proceedings.
Background: Through the Consumer
Services Branch, Government Services supports a fair and
effective marketplace by providing educational services
to consumers and businesses, providing an appropriate
regulatory framework for consumers and businesses, licensing
and requiring security for regulated businesses, investigating
consumer complaints and enforcing consumer protection
legislation.
The Office of the Utilities
Consumer Advocate works to increase Albertans' awareness
of utility issues, respond to their concerns, influence
government and private-sector utility policies, participate
in regulatory proceedings and offer advice on behalf of
the small retail utility consumer.
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SERVICE
EXCELLENCE VALUES AND PRINCIPLES |
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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 and 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 services we deliver directly
and 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.
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CORE
BUSINESSES, GOALS, STRATEGIES & PERFORMANCE MEASURES |
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Core Business One: Provide efficient and secure access to
government programs and services |
Encompasses
the innovative delivery of licensing and registry services,
as well as improving Albertans' access to government information
and services. |
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Efficient licensing and registration services |
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This goal reflects
our commitment to provide the following 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
Because of sustained increases
in demand, the Ministry now processes more than 17 million
transactions each year on behalf of Alberta consumers and
businesses. This level of activity puts significant pressure
on departmental resources and its information technology
in sustaining secure and accurate registry information.
The maintenance and timely renewal of registry systems is
critical to ensuring the Ministry can continue to meet customer
expectations and provide quality information and services
through government offices, online access and a province-wide
network of more than 220 private registry agents.
A comprehensive legislative
and accountability framework is also important in supporting
service delivery and ensuring the security and integrity
of data and operational processes. To promote this integrity,
resources are directed to ongoing security improvements
as well as investigations of inappropriate access. Given
the ever-changing business, social and technological environment,
it is important that legislation remains current in meeting
the needs of Albertans. As well, the Ministry must define
service standards, evaluate performance and pursue continuous
improvement initiatives for all delivery channels. |
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1.1 Continue
renewal of the registry systems to ensure business goals
are supported effectively.
1.2 Provide support to traffic
safety programs through education, advocacy, system changes
and strategic policy review as required.
1.3 Undertake initiatives to
validate and secure information held within the Ministry's
registries.
1.4 Continue to implement enhanced
compliance and accountability mechanisms that promote excellence
in private agent service delivery.
1.5 Increase compliance audits
on account holders who perform searches on the Motor Vehicles
registry.
1.6 Investigate emerging issues
such as fraud and identity theft. Participate in cross-jurisdictional
and inter-ministry initiatives to address these issues and
propose amendments to legislation, policies and procedures
where appropriate. |
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Efficient and convenient access to government information
and services |
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Service Alberta
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. |
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2.1 Collaborate
with ministries to develop a business and service delivery
model that will position Service Alberta to deliver more
services on behalf of government.
2.2 Work with ministries to
enhance the content and functionality of the Service Alberta
website and the services offered through the Service Alberta
Call Centre.
2.3 Implement initiatives –
such as online renewal of licences for regulated businesses
– to meet changing expectations for licensing and registration
services. |
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Core
Business Two: Support a Fair and Effective Marketplace in
Alberta |
Includes
education and enforcement to support fair business practices
and ensures Albertans' interests are represented in the restructured
utilities market. |
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Informed consumers and businesses and a high standard of
marketplace conduct |
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An effective
legislative framework is essential in supporting a dynamic
and growing marketplace in Alberta. Strong legislation such
as the Fair Trading Act coupled with comprehensive
business licensing requirements contribute to a prosperous
economy where consumers and businesses can be confident
they are conducting business transactions in a fair environment.
Government Services also monitors and supports regulatory
organizations that administer vital consumer legislation
in key industries (Real Estate Council of Alberta, Alberta
Funeral Services Regulatory Board, Alberta Motor Vehicle
Industry Council and Credit Counselling Services of Alberta).
Marketplace awareness initiatives
are targeted to both buyers and sellers with a focus on
informing them of their rights and obligations and empowering
them to help themselves. Various educational materials are
provided in plain language including tipsheets 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 the assistance available to resolve issues.
Business trends and marketplace
practices are reviewed proactively through research and
monitoring of complaints and inquiries to ensure legislation
stays 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. |
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3.1 Develop
and/or modernize consumer legislation – such as the Cemeteries
Act, Real Estate Act and regulations under
the Fair Trading Act – to address marketplace issues,
promote cross-jurisdictional harmonization and improve consumer
protection.
3.2 Capitalize on provincial,
national and international partnerships to undertake co-operative
enforcement and to enhance awareness of consumer protection
initiatives.
3.3 Develop the most efficient
structure for the Funeral Services Regulatory Board and
the most appropriate method of regulating Alberta's home
inspection industry in order to enhance consumer protection.
3.4 Implement innovative consumer
awareness initiatives that promote ethical business practices
and enable consumers to make informed and responsible decisions.
Initiatives include exploring the feasibility of translating
tipsheets into various languages, developing an identity
theft DVD and targeting consumer resources for youths.
3.5 Pilot an alternative dispute
resolution system to handle landlord and tenant disputes
without resorting to the courts. |
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Effective advocacy of Albertans' interests in the restructured
utilities market |
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The
Office of the Utilities Consumer Advocate (UCA) represents
the interests of the small retail consumer (i.e., residential,
farm and small commercial) in Alberta's restructured utility
markets. The UCA, in co-operation with other consumer groups,
ensures that the interests of Alberta consumers are effectively
represented in regulatory proceedings. The UCA will hear
and act on complaints from Albertans regarding utilities
concerns. Key responsibilities are to provide information
and promote understanding of the restructured electricity
and natural gas markets. The UCA works with the Utilities
Consumer Advisory Council to seek input/feedback on the
needs and expectations of Albertans. This enables the UCA
to represent Albertans while working toward improvements
in the regulatory process and service delivery. |
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4.1
Improve the representation of consumers at regulatory hearings
using witness panels and more active participation in interventions
by the UCA.
4.2 Implement a program to
build consumer understanding of their options in the restructured
electricity and natural gas markets and increase awareness
of the services of the UCA.
4.3 Mediate the resolution
of consumer concerns with utility companies in a timely
and fair manner.
4.4 Challenge and encourage
utility service providers, government departments and regulatory
agencies to affect improvements in the utility marketplace
based on feedback from consumer groups and the Advisory
Council.
4.5 Through co-operation with
other consumer organizations, influence improvements in
the regulatory process (e.g., develop a uniform system of
accounts for electric utility companies to aid in interpreting
their financial records and establish minimum filing standards).
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Core
Business Three: Provide strategic leadership in information
management and access, and privacy protection |
Improves
Albertans' access to government information while ensuring
their privacy is protected. |
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Effective programs and services for information management,
access to information and protection of privacy |
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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. These activities
help protect Albertans' privacy and ensure they have appropriate
access to information.
Other core information management
services include administering the Records Management Regulation
and approving the Ministry’s 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. |
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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
on the legislated federal review of the Personal Information
Protection and Electronic Documents Act to foster harmonization
of private sector privacy rules.
5.3 By working with the Provincial
Archives of Alberta, develop a comprehensive digital preservation
strategy to address the permanent retention of information.
5.4 Provide leadership through
the development of best practices and educational tools
for Protecting People's Private Information.
5.5 Collaborate with Restructuring
and Government Efficiency to implement the government Information
Management Framework, which will require the introduction
of new technologies to foster the management of electronic
information and the development of standards and best practices.
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MINISTRY
SUPPORT ACTIVITIES |
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In order to optimize the
Ministry's performance, staff engage in the following
support activities:
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Optimize
technology infrastructure; participate in information
technology development; align with and contribute to
Government of Alberta information and communication
standards and initiatives.
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Maintain
and test 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.
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Guide/support
the development and review of legislation for the Ministry.
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Promote
accurate and timely communication with the public, media,
stakeholders and clients.
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Provide
expertise and leadership in planning, research, contract
and financial management, administration, risk and information/records
management, as well as Freedom of Information and
Protection of Privacy Act support to the Ministry.
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Establish
and implement human resource strategies and initiatives
aligned with the Ministry's business plan and the Corporate
Human Resource Plan (e.g., employee well-being and professional
development, recognition and succession planning).
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Provide
legal advice and guidance in support of Ministry programs
and services.
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EXPENSE
BY CORE BUSINESS |
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MINISTRY
STATEMENT OF OPERATIONS |
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CONSOLIDATED
NET OPERATING RESULT |
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