Management Action Plan
2005-615 Formative Evaluation of PWGSC's Shared Travel Services Initiative (STSI)
(Based on no modifications to September 3, 2006
Draft Formative Evaluation Executive Summary document)
Note: These Implementation Actions have been compiled in the absence
of the actual full report – we have relied only upon the text contained
in the Executive Summary.
Recommendation
1. Ensure there is a tighter integration between the STSI
transformational project and a Government of Canada
Travel Program in PWGSC, with the engagement of user
government departments to be the Travel Program's
priority by:
- being the service delivery authority;
- managing relationships in more clearly defined lines of
accountability;
- contributing to the cultural transformation to a modern
government-wide travel management system and service;
- providing transparency in travel practices;
- providing effective processes for the management of
government travel information and improved services to
employees;
- providing savings to departments and ultimately to taxpayers.
OPI - CEO, Information Technology Services Branch (note:
transferring to ADM AB)
Implementation Actions
a) PWGSC/STSI is the service delivery authority. PWGSC is
planning to consolidate STSI business functions within one branch of PWGSC
in October 2006.
Action Implementation Date(s) - October 2006
b) STSI has entered in to a nearly fully operational state.
As part of this shift to an operational mode, STSI is redefining
it Client Services group in conjunction with a newly redefined
STSI Account Manager group. This will help ensure clarity
with respect to relationship management and consistent
messaging and expectation setting with STSI clients.
Action Implementation Date(s) - December 2006
c) STSI has been at the forefront of contributing to the cultural
transformation to a modern government-wide travel
management system and service.
Action Implementation Date(s) - On-going
d) STSI provides clients with transparency in travel practices
(e.g. business review sessions, CFO/SFO sessions, etc.). With
STSI entering an operational mode, there will be an opportunity
to improve this provision of transparency to clients via the new
Account Manager and Client Service structure.
Action Implementation Date(s) - December 2006
e) STSI will continue to improve with the additional operations
focus as EMT rolls out.
Action Implementation Date(s) - On-going
f) One of STSI's core goals has been to provide savings to
departments and ultimately to taxpayers. [*] STSI's continuing mission will be to deliver these savings
opportunities to clients and ultimately taxpayers.
Action Implementation Date(s) - On-going
Recommendation
2. In this front-runner shared services initiative,
clarify and communicate the accountabilities and roles of
the various stakeholders in the Travel Program, especially
PWGSC's role with respect to provision of efficient
services and respect to its role of leading departments
when there is shared risk and responsibility in a
transformational government-wide horizontal initiative.
OPI - CEO, Information Technology Services Branch (Note:
transferring to ADM AB)
Implementation Actions
STSI will build a RACI chart of accountabilities for
endorsement at SPAC and with TBS OCG.
Action Implementation Date(s) - Q4 06/07
Recommendation
3. Assess and communicate the lessons learned to all
stakeholders to date in this front-runner shared services
initiative, establishing an ongoing horizontal mechanism
to do so over the life of the STSI transformational project.
OPI - CEO, Information Technology Services Branch (Note:
transferring to ADM AB)
Implementation Actions
Until this point, STSI has been focused on implementing
service to client departments and rolling out tools. Upon
entering its operational mode, STSI will collect the lessons
learned from this front-runner shared services initiative.
Action Implementation Date(s) - Target draft "lessons
learned" document for December 2006.
Recommendation
4. Develop a baseline set of measures, including
system embedded measures, that can demonstrate
achievements and savings of STSI, from year to year over
the life of the Travel Program, in a clear and transparent
manner to all departments. An updated evaluation matrix,
in Appendix G attached, outlines the information that will
be needed as well as accountabilities for ensuring the data
are available, with STSI taking the lead where its
involvement is shown in Appendix G.
OPI - CEO, Information Technology Services Branch (Note:
transferring to ADM AB)
The evaluation matrix performance measures attributable
to STSI as OPI in the Formative Evaluation Appendix G
are listed below.
Formative Evaluation Appendix G Recommended STSI Performance Measure 1
– Uptake of Travel Program tools within departments by User Groups,
i.e. usage of OBT ad Travel Agency and EMT, compared to 2005-06
- STSI currently measures this - Implemented
Formative Evaluation Appendix G Recommended STSI Performance Measure 2
– Advisory/Steering Committee proving active leadership i.e. participation/attendance,
suggested improvements, role in promoting usage
- SPAC meeting regularly - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 3 – SFTO collaboration i.e. participation in Travel Program
meetings/teleconferences, types of analyses carried out and presented to senior
management, identifying and sharing lessons learned and best practices.
- STSI facilitates SFTO participation in all of these aspects. It
is up to the individual department to ensure SFTO participates. STSI
tracks departmental participation - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 4 – Level of traveller satisfaction with the suite of
tools – complaints about the tools.
- STSI regularly conducts user-satisfaction surveys. STSI also tracks
complaints - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 5 - Number and type of complaints received from travellers
regarding the travel experience.
- STSI currently tracks this item - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 6 - Amount of time saved by employees in arranging travel
and in preparing travel claims.
- STSI does not track this item as it is not cost effective.
Extrapolations have been done for use by SFO/CFOs - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 7 - SFTO and senior managers using improved information in
decision-making – documented stories of how travel information has
been used, lessons learned, best practices.
- STSI has a current list of best practices, stories and lessons
learned which is shared with departments. This list is continuously
updated - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 8 - Documented savings by OGDs including benefits associated
with better planning and decisions that are being made with improved travel
data – case studies, reduced service fees, decrease in average
travel claims, lower air fares.
- STSI currently tracks usage of lower air fares and service
fees. STSI will be tracking average expense claims. STSI will
assemble case studies as appropriate - Implemented or will be
implemented as EMT is adopted by departments. EMT adoption
timeline dependent upon departments and TBS.
Formative Evaluation Appendix G Recommended STSI
Performance Measure 9 - Rate of uptake of STSI tools
compared to baseline (2005-06)
- STSI currently tracks this item - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 10 - Compliance with travel regulations/incidence of
contravening travel regulations – analysis of trends.
- STSI will be tracking this item - Q3 07/08
Formative Evaluation Appendix G Recommended STSI Performance
Measure 11 - Delinquency in card payment – by department and
employee level/salary
- STSI currently tracks this item - Implemented
Formative Evaluation Appendix G Recommended STSI
Performance Measure 12 - Comprehensive reporting of
information by OGD to SFTOs, senior managers and the
Canadian Public.
- STSI currently reports this information - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 13 - Savings realized and acknowledged by ERC – Basket of
embedded transactions costed for comparative purposes – track actual
costs against « could have been costs »
- STSI currently tracks this item as savings realized and
acknowledged by PWGSC - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 14 - Decrease in amount of time spent by employees, travel
administrators and financial officers on travel arrangements and travel claims
as compared to established baselines.
- STSI does not track this item as it is not cost effective.
Extrapolations have been done for use by SFO/CFOs - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 15 - Use of OBT instead of Travel Agency
- STSI currently tracks this item - Implemented
Formative Evaluation Appendix G Recommended STSI Performance
Measure 16 - Documented savings – case studies – see
Issue 4 (Issue 4 in Appendix G refers to STSI Performance
Measures 4, 5 and 6 above)
- STSI currently assembles documented savings - Implemented
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