This section outlines the actions our Government will take to improve provincial services.

• Create a Culture of Service Excellence and Innovation

  On-going

  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.

  View full details on progress

• Designate Industry Facilitators for the Natural Resources Sector

  Completed

  Our Government will designate officials to be facilitators for early stage proponents within the mining, oil and gas, and renewable energy sectors. These individuals will liaise with operators and companies in early stages of exploration and development to guide them through the provincial policy and regulatory frameworks, as well as liaise with government departments to ensure a streamlined response. This will reduce barriers to access and entry and help companies navigate through the various support and regulatory functions for operation in the province. By March 31, 2017, Industry Facilitators will be designated and the Provincial Government website will be updated with contact information.

  View full details on progress

• Enhance Consumer Protection

  Significant Progress

  Beginning in 2017, our Government will commence implementing a series of new consumer protection measures to protect consumers against fraud or bad business practices. These measures will be fully implemented by 2020.

  By December 31, 2017, our Government will proclaim legislation and implement regulations for payday loans. Also by December 31, 2017, our Government will implement food safety training requirements for food service workers employed in commercial food service establishments. Additionally, in 2017-18, we will initiate an auto insurance review with the goal of modernizing the system to provide greater benefits and better value to residents of the province. One of the things this review will explore is practices in other jurisdictions on applying a cap to automobile insurance claims for minor injury non-economic loss claims.

  In 2018, our Government will identify opportunities to alert consumers about bad business practices through such means as an online searchable database. In 2020, our Government will introduce legislative amendments concerning auto insurance and real estate trading and will also post online convictions made under provincial consumer protection legislation.

  View full details on progress

• Establish a Major Investment Projects Unit

  Completed

  To improve the province’s response to major investment projects, our Government will establish a Major Investment Projects Unit within existing resources. Major investment projects include business development projects that require government investment above a certain threshold. The goal of the Major Investment Projects Unit will be to develop an integrated process that coordinates multiple authorizations and permits, including active tracking and reporting and other monitoring requirements and timelines as outlined in regulatory frameworks and applicable legislation. The unit will assess impacts on the economy throughout the province when projects are being considered, improve internal and external communications regarding projects under review, eliminate duplication and ensure shorter timelines, while guaranteeing regulatory standards, such as environmental assessment and appropriate permits, are maintained or enhanced. A Major Investment Projects Unit will be established in 2017-18.

  View full details on progress

• Expand Housing and Transportation Services for Seniors

  On-going

  To support seniors to live independently in their communities for as long as possible, our Government must ensure seniors can access appropriate, secure and affordable housing and transportation options as they age. Seniors are often challenged to find smaller-sized, affordable and accessible housing. Lack of transportation is a barrier for seniors in accessing services and programs in their communities. Meeting the costs of transportation, household maintenance or rent may be particularly difficult for seniors on a low income.

  In 2018, our Government will support individuals to more fully participate in their communities and promote social inclusion through implementation of an Age-Friendly Transportation Program. In addition, in 2018, our Government will implement a plan to ensure a range of affordable housing options and supports are available for people as they age. Meeting the transportation and housing needs of older adults encourages participation in communities, promotes social inclusion and supports healthy independent living.

  View full details on progress

• Going Digital by Design

  On-going

  Our government is committed to reducing manual, paper-based and other less efficient internal processes and improving the experience and satisfaction of Newfoundlanders and Labradorians as clients of provincial government services. By 2022, our government will increase the number of services delivered online by 50 per cent. Currently our government offers 43 programs online, which is an increase of ten programs since The Way Forward was launched in November 2016.

  Our government has prepared a Digital by Design roadmap identifying six initial areas of service delivery for redesign. Over the next five years, we will invest in the implementation of this new approach to service delivery in order to meet the evolving needs of our clients, create greater efficiencies in how we do business, provide better services and contribute to better outcomes for all Newfoundlanders and Labradorians. Our vision for this initiative is One Client. One GovNL. One Relationship.

  The six areas of focus are:

  1. One GovNL Website: Redesign the www.gov.nl.ca website to make it easier to use, search and understand.
  2. Smart Applications: Simplify application processes for government services for a more streamlined and personalized client experience.
  3. Alerts and Notifications: Send status and informational alerts and notifications to clients to keep them better informed.
  4. My GovNL Digital ID: Provide clients with a single user name and password to use in every digital interaction with the GovNL.
  5. My GovNL Dashboard: Create a space on the One GovNL website where clients can view a history of their interactions with the GovNL.
  6. My GovNL Profile: Create a space on the One GovNL website where clients can view and manage their information and preferences across the GovNL.

  In 2018-19, our government will focus human resources and financial supports to implement the first year of this Digital by Design roadmap.

  View full details on progress

• Implement an Individualized Funding Model

  On-going

  Our Government will develop a new model of funding clients availing of provincial social programs and services. Financial assistance for individuals is currently dispersed over a number of programs offered across several departments with varying application processes and eligibility requirements. Implementation of an individualized funding model will involve a single point of access utilizing current resources. Similar to what already occurs in other jurisdictions, individuals will participate in developing their support plans and will have control over an individualized amount of funding for personalized supports that are responsive to their identified needs.

  This new model will reduce duplication of services and administrative costs of providing supports through multiple programs. In addition, reports from other jurisdictions show this approach to be either cost-neutral or cost-saving. Supporting principles will include portability and flexibility across departments, agencies, regions and the client’s life span. Under the model, clients will be able to tailor their funding based on the supports they require to: aid in the development of daily living skills; improve care of self and home; find or maintain suitable housing; support access to recreation and other community resources; and, increase their capacity to undertake paid or volunteer work.

  In 2018, our Government will have implemented an individualized support funding model starting with the provision of community support services provided through the Department of Health and Community Services.

  View full details on progress

• Implement Client Focused Interventions to Support Individuals with Complex Needs

  Implemented

  Some residents in our province face challenges including: insufficient transportation, lack of affordable housing, inadequate access to mental health and addictions services, chronic disease prevention and management support, unemployment and food insecurity. Government will implement client focused interventions to support individuals with complex health and social issues. This initiative will support individuals receiving services from multiple departments, agencies and service providers and will improve program coordination and policy barriers that often lead to fractured and uncoordinated provision of services.

  By March 31, 2018, Government will have implemented collaborative and client-focused interventions to improve support to individuals with complex health and social issues.

  View full details on progress

• Improve Community Support Services

  On-going

  Beginning in 2017, our Government will implement the Home Support Action Plan, released in August 2016, to transform the Provincial Home Support Program, in support of seniors and persons with disabilities. In addition, our Government will expand the role of personal care homes. These improvements will modernize service delivery of these community support services, support appropriate utilization of health care resources and be more client-centered.

  View full details on progress

• Improve the Provincial Road Network

  Implemented

  Our Government will take several measures to enhance planning and decision making for road projects and to improve information sharing with the public and other stakeholders. In the first six months, we will:

  • Adopt multi-year planning and early tendering of road work. Release a full list of roads projects for the coming year in January 2017.
  • Pilot nighttime road construction. Release a tender for a nighttime road construction project in January 2017.

  View full details on progress

• Partner with the Community Sector to Improve Services and Find Efficiencies

  Completed

  In 2017-18, our Government will begin to explore and pilot opportunities to partner with the community sector to improve service delivery and identify system efficiencies. Pilots will be evaluated and expanded where positive outcomes are identified through means that are cost effective. This approach could lead to an expanded role for the community sector as partners in the delivery of services. While the first actions will focus on enhancing services to children, youth and families involved with child protection and related services, enhancement of the role of community sector providers could be expanded to other areas based on lessons learned.

  View full details on progress

• Pilot an Approach to Regional Sharing of Services

  On-going

  Municipalities are responsible for basic and vital services, such as water, sewage, waste collection, snow clearing, road maintenance, and fire and emergency services, as well as recreation, public transit, land use planning, street lighting, animal control and bylaw enforcement.

  Our government led an extensive public engagement process in 2017 to inform future decisions regarding regional government and service-sharing models for municipalities, local service districts and unincorporated areas. Using the results of this public engagement process, in 2018-19 we will develop pilot project options to encourage communities to pursue infrastructure improvements and deliver services collaboratively in a manner that still ensures a local voice for all residents.

  View full details on progress

• Release a Five-Year Marine Infrastructure Plan

  Completed

  Our Government will develop and release a five-year plan for marine-related infrastructure, including terminal facilities, access roads, wharves and washrooms. The goal of this integrated marine infrastructure plan is to improve services at ferry terminals for the traveling public, including both residents and tourists. By March 31, 2017, our Government will release a five-year marine infrastructure plan.

  View full details on progress

• Review the Newfoundland and Labrador Housing Corporation

  Completed

  Our Government, through the Newfoundland and Labrador Housing Corporation, will conduct a review, in consultation with employees, clients and community stakeholders, with an aim to: ensure the mandate of the organization reflects current priorities; optimize the use of federal and provincial funding in the delivery of programs and services; and realize efficiencies, improve services and streamline the organization with no negative impact on clients. This will increase the overall efficiency, effectiveness and affordability of provincially-run social housing programs and will identify the means to reduce complexity and duplication within the system. The Newfoundland and Labrador Housing Corporation will be mandated to provide recommendations by March 31, 2017. An action plan of applicable recommendations will be developed to address priority areas by June 30, 2017.

  View full details on progress

• Shorten Wait-Times

  Completed

  For many services, demand is not constant or uniform throughout the year. In 2018-19, our government will begin to identify and address service areas characterized by fluctuating demand that is both long-term and predictable. To illustrate how peak-demand issues can be addressed, in 2018 our government will change motor vehicle registration renewal from an approach that is based on date of vehicle purchase, where there are peaks at certain times of the year, to one that is based on clients’ birth dates, which are more evenly distributed throughout the year. This new approach will initially apply to all new vehicles.

  View full details on progress