The Agency recognizes that not only do we need to have the right people in the right place – they must also be doing the right work at the right time.
In order to be a well-managed, innovative organization that anticipates and responds effectively to change, the Agency adopted systemic business management practices.
A strong governance model, effective management principles and sound processes mean that the Agency's focus, efforts and resources are fully aligned and support its strategic, operational and performance objectives.
Measuring our performance
The Agency strives for high performance in everything it does. Three years ago, along with the 2008-2011 Strategic Plan, we released a results-focussed Performance Measurement Framework to track our progress towards achieving our performance targets.
The Framework established performance measures, benchmarks and targets for the level of service delivery that we aimed to achieve for our core business lines. These benchmarks were used to track how closely objectives, results and specific targets were being met and to support short- and long-term decision-making.
The Agency will build on these successes by establishing even more challenging performance benchmarks for targets we were able to achieve, while focussing with renewed determination on the targets that presented challenges over the last three years.
By setting out a clear course for 2008-11, the Agency was able to measure many of its contributions to an efficient and accessible transportation system for the benefit of the entire country, its economy and all of its citizens.
Operational plans integrate multi-year budgeting and planning into resource management allocations
New governance and committee structure in place to guide and oversee strategic priorities implementation and operational delivery
Full implementation of a Performance Measurement Framework and ongoing reporting on performance measures
In addition, to improve its organizational support and responsiveness, the Agency:
Created an internal case monitoring committee to identify ways to streamline the Agency's processes, monitor the status of all ongoing Agency cases, and address potential efficiency- and consistency-related issues before they arise;
Developed an intranet-based case management toolkit for employees consisting of clear procedures, templates, tools and checklists to help Agency staff process cases with increased efficiency; and
Commenced a review of the Agency's formal procedures and began developing new guidelines for determinations and oral hearings, in order to provide clear, focussed and consistent procedures that are customized for the different types of dispute and determinations processes.
Integrated Risk Management Framework Developed
Risk Management and Legal Risk Management Framework in place
Updated annually the Agency's Corporate Risk Profile
Other key accomplishments since 2008:
Addressed a number of dispute case processing issues and implemented process improvements and new practices that promote increased productivity, efficiency and consistent quality; and
Adopted a revised Case Management Policy Suite that will support better tracking of the progress of case files, increasing work efficiency and promoting best practices.