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2000 April Report of the Auditor General of Canada
Exhibit 1.16—Selected Activities by Treasury Board Secretariat (TBS) to Support Service Quality Since April 1996
|
Date |
Continued* |
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