Progress Updates
2014 Objectives and Indicators
The Report on Performance highlights the four strategic issues representing the key priorities for the Workplace Health, Safety and Compensation Commission (the Commission) and the results achieved in 2014. Performance information is provided for the objectives. The strategic issues were identified in consideration of government’s strategic direction, the Commission’s mandate and available resources. 2014 results support the achievement of our mission as well as government’s strategic direction of enhanced program and service delivery through streamlined operations and improved access.
Strategic Issue 1:
Fostering a client-centred culture Goal:
By December 31, 2016, the Commission will have improved client service.
Objective:
By December 31, 2014, the Commission will have continued to implement key elements of the client service strategy
Measure:
Continued to implement elements of the client service strategy
Enhanced program and service delivery continues to be a key strategic direction and focus area for the Commission and government. The Commission is realizing continuous improvements in its service delivery through the implementation of its client service strategy which outlines the Commission’s approach in achieving a client-first focus. This comprehensive strategy requires a multi-year approach to ensure existing service levels are preserved for injured workers and employers while changes are made. Service excellence is a key underpinning of the strategy which engages those most responsible for and impacted by the Commission’s programs and services: its employees and its clients. Feedback from client satisfaction and employee engagement survey results as well as input from
j j
Overall worker satisfaction
76.5
%
Overall employer satisfaction
74.2 2%
other Commission programs is used to identify service improvements. In 2014, the Commission moved towards fulfilling its goal of improved client service through continued implementation of key elements of the strategy. A high priority was placed on training staff in client service excellence, making changes for clients through the 4DX program, identifying opportunities for business process improvement, and adding new online services for employers and health care providers.
Indicator:
Continued implementing elements of the client service strategy, specifically;
Client service excellence training. Ensuring employees have the proper training to deliver a high standard of client service is a key foundation for building the Commission’s capacity to create and sustain a client-first culture. In 2014, 97 employees participated in service excellence training which brings the total trained to 342 since 2010. A final session is scheduled for 2015. This training program focuses on developing greater self-awareness for adapting and communicating with others and going the extra mile for clients. This training was developed using input from Citizens First surveys. Citizens First are unique, national surveys undertaken by the Citizen-Centred Service Network, a group dedicated to improving the quality of government services for Canadians. The surveys were designed to gain an understanding of a citizen’s perspective of how citizens experience government services in order to adopt an “outside-in” or client-centred approach to delivering service to the public. The surveys ask Canadians across the country about what they think about the delivery of public service, their expectations and the priorities for improvement. These surveys have received national and international awards.
WHSCC Annual Performance Report 2014
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