Service Excellence in a Collaborative,

Resilient Workplace

Presentation to the CAPAM Conference in

New Delhi – October 2012

Daniel Leclair, Director General, Service Integration, Public

Works and Government Services Canada (PWGSC)

PWGSC - A Canadian Federal

Government Department

• Mission: To deliver high-quality services and programs that

meet the needs of federal organizations and ensure sound

stewardship on behalf of Canadians

• Mandate: Common service agency in the areas of

contracting, real property, Public Accounts, translation and

pay and pension and other administrative services.

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PWGSC Facts

• Injects more than $14 billion annually into the Canadian economy through government procurement;

• Provides accommodation to more than 265,000 public servants in 1,855 locations across Canada;

• Provides translation and interpretation services for more than 1,700 parliamentary sittings and parliamentary committee meetings, and translates more than one million pages of text on behalf of other federal organizations; and

• Handles over $2 trillion in cash flow transactions as the Receiver General for Canada.

• 14 000 employees

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The Challenge

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Our goal is to position PWGSC as an innovative, integrated service delivery organization with a consistent set of client service values and practices. That will allow us to:

• Show our federal government clients that we are a modern, responsive organization that can offer cost-effective and flexible business solutions

• Support the service renewal initiatives being implemented in the department

• Build on the foundation being set for horizontal, integrated service delivery across government

In a word, we want to be leaders in service delivery!

PWGSC’s Client Service Strategy

Renewed Service Offering

Comprehensive

Service Agreements

Clear Service

Standards

Innovative Service

Offerings

Enhanced Client Focus

Integrated Client

Engagement

Increased Client

Satisfaction

Client Service Culture

Clients

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Renewed Service Offerings Departmental Service Agreements (DSAs)

• We’ve signed 14 Departmental Service Agreements with client

departments.

• We’re working on 18 more for a total 32 DSAs planned

by end of 2013-14, representing 90% of our business volume.

Service Standards

• Launched our 2012 electronic edition of Our Services, Standards and Results,

during the PWGSC Client Service Week in September.

• Planning to develop new standards for businesses, Canadians and for internal

operations.

Service Offerings

• Developing new products such as The Advantage to promote our services

across government.

• Redesigning our Web presence to achieve a common look and feel

and better service capacities.

• Optimizing our mix of client service channels to enhance

access and communication.

DEPARTMENTAL

SERVICE

AGREEMENT

2011 - 2016

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Enhanced Client Focus Client Engagement

• Developed and pilot testing a common Client Engagement Framework for the

department.

• Identifying opportunities for department-wide client relationship management

(CRM) solutions. Client Satisfaction

• Deployed a robust Client Barometer to track client

satisfaction and ensure follow-up.

• Consolidating and enhancing client satisfaction measurement and aligning with the

Common Measurement Tool (CMT).

Client Service Culture

• Launching a client service competency for use in staffing,

training and performance measurement.

• Delivering the new client service training course

Building a culture of service excellence and recognition

through the Client Service Award.

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Canadian Innovation

Commercialization Program • New program created to support innovation in Canada’s

business sector

• Bridges the "pre-commercialization gap

• Supports Canadian suppliers

• Provides real-world evaluation of pre-commercial goods and

services

• Improves the efficiency and effectiveness of government

operations

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9

Workplace 2.0

• Government-wide initiative to create a modern workplace that

will attract, retain and enable public servants to work smarter,

greener and healthier to better serve Canadians

• The Workplace 2.0 vision for workplace renewal is defined by

three pillars:

– The Workplace

– The Back Office

– The Way We Work

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Pillars of Renewal of WP2.0

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Demonstration Site 191 Promenade du Portage, Gatineau, QC

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Transformation of Pay and Pension

Administration

• Part of Government of Canada's broader effort to transform

its aging information technology (IT) system and service

delivery

– Pay Modernization Project

– Consolidation of Pay Services Project

– Pension Modernization

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People Management Philosophy

• PWGSC strives to give all its employees opportunities to

achieve organizational, professional and personal goals in a

respectful and inclusive workplace, mobilized and supported

by leadership at all levels.

• We value our integrity and our service oriented culture as well

as our innovative contributions to excellence in government

operations by contributing to our commitments in our day-to-

day activities.

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Future Outlook

• Enhanced engagement of staff through competency

• Increased client engagement through new client satisfaction tools

• Deeper transformations through enhanced use of technology, streamlined processes

• Building organizational and individual resilience

• Increased community involvement by staff

• Enhanced local, regional, federal and international

collaboration

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