On-going
Way Forward Commitment:
Following on our commitment to set standards for the delivery of major programs, including all business and economic development programs, Crown lands, student loans, and employment and training programs, we will continue to develop and publish service standards for additional programs in 2018-19. We will also begin to create standards for internal department-to-department functions, such as application referrals, and will deliver targeted Lean continuous improvement training to program-specific teams. We will assess residents’ level of satisfaction with a wide range of Provincial Government services by undertaking an annual service delivery satisfaction survey.
What We’ve Accomplished:
- A number of Lean process improvement projects are currently on-going. Projects have been initiated in the following areas:
- Crown Lands – this project has substantially reduced the backlog of applications;
- Summer Road Line Painting – in 2017-18, Transportation and Works almost doubled its completion rate for line painting projects on the Avalon from the previous year;
- Internal Accounts Payable and Supplier Processes – the supplier setup process is complete with streamlined processes achieved, the Internal Accounts Payable project is still on-going;
- Canada-NL Job Grant – a Lean assessment was completed that eliminated 44 actions in the application-to-approval process;
- Housing Application Processes and Vacancy Turnaround – data collection for maintenance and rent supplement process is currently on-going. This process will identify areas with the greatest potential of improvement; and,
- Royal Newfoundland Constabulary – operational process improvements for patrol services are being examined
- In March 2017 and 2018, residents throughout the province were randomly surveyed on their most recent service interaction and future service delivery expectations. In 2018, survey participants told us the following regarding their experience receiving services from the Government of Newfoundland and Labrador:
- 83 per cent of participants were satisfied to very satisfied with their experience in accessing information;
- 82 per cent of participants were satisfied or very satisfied with their experience receiving social or employment services;
- 89 per cent of participants were satisfied to very satisfied with their experience receiving a license or permit;
- 81 per cent of participants were satisfied to very satisfied with the experience of applying for funding, certification or contracting opportunities; and,
- Overall, 94 per cent of participants stated that they got what they needed from the Government of Newfoundland and Labrador and 91 per cent of participants were satisfied with the overall quality of the service delivery they received.
- More information about the 2018 Service Delivery Satisfaction Survey can be found here: Service Delivery Survey 2018.
- Service Standards have been identified for eleven Government Departments and Entities. Service Standards can be found on departmental websites or by following the links below:
Service Standards:
Advanced Education, Skills and Labour
Children, Seniors and Social Development
Education and Early Childhood Development
Municipal Affairs and Environment – Property Environmental Search Application
Municipal Affairs and Environment – Pesticide Licensing
Municipal Affairs and Environment – Municipal Planning