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2000 April Report of the Auditor General of Canada

April 2000 Report—Chapter 1

Exhibit 1.16—Selected Activities by Treasury Board Secretariat (TBS) to Support Service Quality Since April 1996

Date

Continued*
or New

Activities

Since April 1996

Continued

Assistant Deputy Minister Advisory Committee on Quality Service—key co-ordinating committee.

Since April 1996

Continued & New

Interdepartmental Quality Network—now Interdepartmental Service and Innovation Network with greater regional involvement.

Since April 1996

Continued

TBS call letters/guidelines—departments to provide service quality information in Business Plans, and in Estimates documents reported to Parliament.

September 1996

Continued

Quality Services guides—last guide in the series issued and distributed to departments.

October 1996

New

Telephone services/call centre interdepartmental working groups.

March 1997

New

Quality Services—A Progress Report 1996 (public, but not tabled in Parliament).

November 1997

New

National Quality Institute and TBS published Achieving Citizen/Client Focussed Service Delivery, A Framework for Effective Public Service Organizations, The Quality Fitness Test.

February 1998

New

TBS reorganization established Service and Innovation Sector.

June 1998

New

Survey of Departmental Progress in Developing and Implementing Service Standards.

December 1998

New

Initial funding approved for Service Canada.

December 1998

New

Common Measurements Tool developed for CCMD, TBS encouraging its use.

February 1999

New

Service Improvement Planning—TBS initiated work with departments to develop guidelines.

July 1999

New

Service Canada development phase—pilot projects.

November 1999

New

InnoService—Web site (under construction) to provide public service information on improving service quality.

 

* Action continued from period prior to April 1996.

Source: Treasury Board Secretariat documentation