Manitoba Civil Service Commission

CSC Annual Report 2006-2007

Service Manitoba

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

Objectives

To provide departments and agencies of the government of Manitoba with strategic advice and support regarding the design, implementation and utilization of best practices in the area of public sector service delivery.

To serve as central resource and centre of expertise in the area of citizen-centered service delivery and client service measurement.

To provide departments and agencies of the government with direct consulting services with respect to service improvement.

To provide training to departmental staff in the area of service delivery.

To serve as link to Federal, Provincial, Territorial and Municipal committees and forums where information and knowledge are exchanged.

To provide administrative and logistical support to the operations of the Service Quality Partners Network of front line staff.

To foster innovation and service improvement experimentation by departments through the operation of the Service Manitoba fund.

Results

During 2006-2007, Service Manitoba provided support to the Government’s Coordinated Services Initiative. Working closely with the Coordinated Services Unit under the auspices of the Coordinated Services Committee, Service Manitoba assumed key responsibilities for the design and implementation of the In-Person, Telephony and Service Standards components of the Coordinated Services Initiative. In addition Service Manitoba staff continued to be responsible for training and up-dating front line staff with respect to the "At Your Service Manitoba" initiative.

Service Manitoba staff provided direct assistance and advice to various departments and agencies in their efforts to solicit feedback from program clients and/or employees as to their service expectations, experience, satisfaction and priorities for improvements. This included designing and delivering over 30 surveys, interviews, and/or focus groups.

Service Manitoba provided direct assistance and support to the Department of Conservation in respect to the implementation and evaluation of the new Parks Reservation System.

Assumed direct responsibility for the implementation and management of the Biz PaL service on behalf of all of Government.

Designed and delivered training on basic phone service skills to over 100 front line staff and supervisors via in-person and on-line training. Other training included the design and delivery of customized training for departmental staff in the area of survey design and focus groups.

In collaboration with the Public Sector Service Delivery Council, Service Manitoba assisted in the creation of the Institute for Citizen Centered Service, a not for profit organization dedicated to researching, evaluating and disseminating best practices in the realm of public sector service delivery.

Provided administrative and logistical support to the Service Quality Partners and its programming. This included over 20 brown bag lunch and educational events held across the province and the 8th annual Manitoba Service Excellence Awards attended by over 600 government staff.

1(g) Service Manitoba

Expenditures by Sub-Appropriation	Actual 2006-2007 $(000's)	Estimate 2006-2007 $(000's)	Variance Over(Under)	Expl. No.
Salaries and Employee Benefits	305.2	222.0	83.2
Other Expenditures	162.5	118.0	44.5
Total Sub-Appropriation	467.7	340.0	127.7	1

Explanation:

1. For the 2006-2007 fiscal year, funding of $460.0 was provided in Internal Reform, Workforce Adjustment and General Salary Increases (26-5) for Service Manitoba operations. A total of $340.0 was allocated from Internal Reform while remaining costs of $127.7 were funded through under-expenditures in other Civil Service Commission program areas.