2001-2002 Annual Report - Public Guardian and Trustee of British ...

D
INTERNAL ENVIRONMENT
1. First Year of Tracking and Reporting on Performance
As a first time initiative, significant lessons were learned during implementation of Part 3 of the Public
Guardian and Trustee Act, which prescribes the planning, reporting and accountability framework for the
PGT. Creating a performance culture takes time and this was the first year of explicit performance target
measurement for the organization. Although the PGT had been interested in measuring performance
previously, very few performance statistics were available and performance measures and targets had not
been formally set in prior years. This meant that, not only the development of the plan, but its
implementation was resource intensive and involved a great deal of learning. This impact occurred
throughout the organization.
Staff contributed to the development of a Tracking and Reporting Plan that detailed how the measures
would be tracked, who was responsible for these activities and when reporting would occur. Occasionally,
modifications were made to the tracking and reporting plan as it became clear that some aspects needed
clarification.
Ensuring efficient, accurate measurement was also a challenge. Sometimes the approach initially used was
re-visited by management to determine if the measurement methodology was the most appropriate. Where
measures demanded an organization-wide and client centred approach, this sometimes required more than
one division to go back to the measurement results and re-calculate them to support this concept. 2
2. Other Key Initiatives
Although the CPP established the major elements of the work carried out by the PGT in 2001/2002, it did
not reflect all key PGT initiatives implemented during the year. Other initiatives such as a Jewelry Project to
update jewelry values and make asset management decisions regarding stored jewelry, hosting the first
Community Response Network Conference, a Year End Securities Asset Valuation Project and contribution
towards the development of a new Representation Agreement Regulation were also undertaken by the PGT.
3. Setting and Adjusting Priorities
The PGT is a highly operational organization, has limited infrastructure, as well as limited capacity to
access Special Account funds. In light of the strategic and operational activities undertaken outlined in the
Corporate Performance Plan, the 2001/2002 external environment and the activities and conditions noted
above, it was apparent during 2001/2002 that not all operational activities that the PGT wished to carry out
could be accomplished in the same year. Organization priorities were identified and some lower priorities,
such as file reviews where work could temporarily be delayed without immediate impact on clients, were
earmarked for future work.
The PGT is currently considering the future potential impact of Core Services Review results on the
organization. Once the results of the review are known, the PGT will review the 2002/2005 Service
Delivery Plan and be able to better plan for future strategic initiatives.
E
DEVELOPING THE 2001/2002 CORPORATE PERFORMANCE PLAN
1. Stakeholder Consultation
In planning for the 2001/2004 period, the PGT consulted with a variety of stakeholders including:
representatives from the BC Association for Community Living, Alzheimer Society of BC and the BC
Coalition to Eliminate the Abuse of Seniors; the former Mental Health Advocate, the Ombudsman, the
Children’s Commissioner; Deputy Ministers from the Ministry of Health, Women’s Equality and the
Attorney General; and representatives from the legal community and the trust industry.
2
For example, performance measure 1 (a) was tracked initially involving only the Trust Manager decisions regarding property
disbursements to be made. The activities done to meet the performance target were later expanded to holistically include the
mail handling and the production of a cheque, thus giving a more complete picture that focused on service to clients, not subdivided
internal processes.
2001/2002 PGT Performance Report
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