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5.2.2

Implement a comprehensive citizen/customer service training program for staff. 

greenstatusFinal update (September 2014)
A comprehensive training program that offers role-specific training based on key service knowledge and behaviours has been created. The program focuses on direct service staff, staff completing service improvement projects, and management/ supervisory staff performance.  Diversity and Inclusion messaging has been incorporated into the training, and further training modules as well as on-line training components are being explored and developed.

Progress Update (September 2013)

Research on the Public Sector Value Chain indicates that engaged, service-focused employees are essential to the overall goal of achieving the trust and confidence of the public.

A comprehensive multimodal training program that offers role-specific training based on key service knowledge and behaviours is being created. To date training for direct service staff on service basics has been revised; training for new managers in our Management Leadership Development Program has been revised for the service module; new training has been launched on service satisfaction measurement and manager training on service excellence. Further training modules and on line training components are being explored.

Progress Update (January 2013) 

A comprehensive training program that offers role-specific training based on key service knowledge and behaviours are being created. The training will examine the most effective methods to train different groups of employees such as online, classroom and on the job training.

Through this project the Region will provide its employees with the opportunity to acquire the understanding, training and support necessary to provide excellent service.

Progress Indicators

  • New training programs offered.
  • Improvement in staff perception that they have the training and support necessary to provide excellent service.

 

greenindicator   Strong progress achieved   2011-2014 Strategic Plan (PDF)
yellowindicator   Moderate progress achieved   2011-2014 Strategic Plan (RTF)
redindicator   Progress needed   2011-2014 Strategic Plan (Flash)