Goal 2: Provide Better Coordinated Communications across Government
Goal 3: Improve the Efficiency of Communications across Government
Goal 4: Develop New Products and Increase Revenue
Public Affairs Bureau 1997-98 Highlights top
The Public Affairs Bureau supports the government in its ongoing dialogue with Albertans by providing quality, coordinated and cost-effective communications and consulting services.Highlights for 1997-98 include:
an increased focus on working in partnership with departments across government to better communicate with Albertans, including programs such as Protecting People in Care and the Alberta/Montana Heritage Partnership;
ongoing work to keep Albertans informed about Alberta Government programs and services, through initiatives like First things first our children, and the Alberta Learning Information System;
increased levels of public consultation, including significant public involvement initiatives such as the Alberta Growth Summit and the Dialogue on National Unity; and
improvements to the range of products available from the Queen's Printer Bookstore, including improvements to the QP Source CD ROM product and the introduction of an Internet site for professionals.
Organization Chart top
Operational Overview top
Public Affairs Bureau net spending for 1997-98 was $7.3 million, $71,000 below the authorized $7.4 million. The Bureau exceeded its $1.525 million revenue target by more than $50,000.
The Bureau's business plan identifies eight core businesses. They are:supplying professionals to government departments to develop and implement communications programs;
providing communications planning and consulting support to government;
coordinating government communications to and from Albertans on government initiatives and during public emergencies;
providing specialized writing and editing services to government;
delivering information, including managing the government's use of information technology at the corporate level (eg. the government's home page on the Internet and the province-wide distribution of news releases) and technical support for major government news conferences and announcements;
publishing and selling Alberta's laws and other government materials, and operating the Queen's Printer Bookstores in Edmonton and Calgary;
managing the RITE telephone system to give Albertans toll-free access to government; and
helping government departments purchase communications support services, including advertising, printing and graphic design.
The Public Affairs Bureau purchased more than $3 million worth of advertising services and some $8 million worth of print and graphic design services on behalf of government departments in 1997-98.
1997-98 marked a rise in the number and scope of cooperative initiatives between departments and across government. Bureau staff responded to the government-wide need for increased coordination and teamwork, planning and implementing a wide range of communications and public information programs in concert with client departments and with communications branches across government.
Human Resources and Administration staff continued in their efforts to ensure flexible and responsive staffing across the Bureau. The branch filled 36 secondment and employment opportunities in 1997-98 in response to the changing needs of departments and government as a whole.
The Bureau completed its second annual staff survey to collect employee feedback about their work and about the organization's plans and human resource management practices. The 1998 averaged satisfaction rate of 88 per cent marks a slight increase over the 1997 level of 86 percent. The 1998 survey showed some decreases in the areas of supervisor feedback and leadership, recognition and workload levels. Actions are being considered to respond to these areas, including a management and leadership training program to help managers better meet the needs of their staff.
Professional development continued to be an important focus for the organization. The 1997 in-house training program offered a wide range of topics, including mandatory internal consulting skills training and increased technology training sessions. Bureau staff indicated an 87 per cent overall satisfaction with training supports offered, although satisfaction with specific areas such as technology training (79 per cent) and variety and timeliness of courses (77 per cent) indicated some room for improvement. Work will continue to better anticipate staff training needs through the Bureau's professional development committee and by soliciting staff preferences and suggestions. Other initiatives underway in 1997-98 include a learning account to encourage all staff to pursue continuous learning and initial steps to create a professional certification program for public affairs officers.
The Bureau is on track in its plans to ensure that its computer systems are not compromised by Year 2000 related problems. Specific steps completed in 1997-98 include: redevelopment of the print procurement system (PORTS), purchase of Year 2000 compliant point of sale and inventory systems for the Queen's Printer Bookstore, installation of Windows '95 and Microsoft Office '97, replacement or upgrade of all non-compliant file servers and replacement of some non-compliant hardware.
1997-98 Key Activities top
Following are examples of 1997-98 initiatives that contributed to achievement of the Bureau's four business plan goals.
Goal 1: Make Government Information More Accessible to Albertans top
Public Consultation - Public Affairs Bureau staff play an ongoing role in assisting client departments across government in their consultations with Albertans. Public use of participation opportunities such as 1-800 lines, public meetings and written/oral submissions was almost double the 1996 levels. Major public consultation initiatives included the Alberta Growth Summit and Dialogue on National Unity. Bureau staff were involved in providing communications support to both initiatives, ranging from web page design and 1-800 lines to public involvement and follow-up.
Public Information Programs - Communications branches provide strategic planning, development and delivery of public information programs for client departments. Among the numerous programs completed in 1997-98 were:
First things first...our children, an information program developed by Education Communications to inform Albertans of the 12 point plan for education. The program reached all education partners, including parents, school principals, school council chairs, MLAs, school jurisdictions and the media.
In March 1997, Health Communications responded to an unexpected rise in reported cases of measles in Alberta schools with an emergency communications program that reached across the province and impacted some 400,000 children within a 10-day time frame.
Bureau staff helped to coordinate the Premier's fifth annual address to Albertans in January 1998. The Bureau also was responsible for creating and maintaining a feedback loop for Albertans to offer their opinions and ideas through 1-800 lines and the AltaTalk e-mail system.
Advanced Education and Career Development Communications coordinated the launch and ongoing awareness campaigns for the Alberta Learning Information System (ALIS), an Internet website that provides Albertans with information about adult learning, work options and career planning.
RITE Telephone System - The RITE system offers toll-free connections between Albertans and their government. In 1997-98, RITE staff handled nearly 1.2 million calls to the toll-free 310-0000 service. Volumes through RITEdirect, a system that gives users the option of connecting their own call, increased throughout the year to a total of some 4.8 million calls in 1997-98.
Internet - Bureau staff continued to respond to the increasing demand for electronic access to government information. The Queen's Printer Bookstore Internet Home Page was redesigned and reorganized in 1997 to give easier and greater access to information. The site now contains the full text of all Alberta legislation as well as a list of publications produced by departments during the year. Bureau staff in communications branches also provided advice and counsel to clients working to update or redesign department web pages.
Depository Library Program - The Depository Library Program gives Alberta's 310 public libraries free access to government publications through 16 depository libraries around the province. In keeping with the Information and Privacy Commissioner's emphasis on increasing public access to government information, Bureau staff worked to encourage cross-government participation in the program. Queen's Printer listings now include departmental representatives Albertans can contact to help them locate documents they are unable to find through their library or the Queen's Printer Bookstore. In 1997, the Bookstore also added quarterly updated lists of new depository publications to its Internet site.
Goal 2: Provide Better Coordinated Communications across Government top
Teamwork is at the foundation of the Bureau's organization and structure and the ability of Bureau staff to work as members of effective teams has a direct impact on the outcomes for all of the organization's business plan goals. Following are a few examples of the 1997-98 initiatives achieved by focusing on teamwork and coordination across departments, as well as between governments.
Alberta/Montana Heritage Partnership - Community Development Communications completed a communications and marketing plan around the launch of the Alberta-Montana Discovery Guide. The project is part of a three-year cooperative effort between nine government and non-government partners to promote Alberta's heritage sites.
Emergency Response Communications - The Government Communications Group and Bureau staff assigned to Transportation and Utilities Communications work throughout the year to ensure that Albertans receive timely and effective public communications in the event of an emergency. Bureau staff receive regular training and participate in simulated emergency response exercises to maintain a high level of skill and preparedness.
Protecting People in Care - Communications staff from Community Development, Family and Social Services, Health, Justice and Municipal Affairs worked together in 1997-98 to raise awareness of new legislation to protect adults in care facilities from abuse. The team worked together to create a visual identity and to prepare joint news releases, information packages, and other materials.
Trade Missions - Communications staff in Economic Development, Intergovernmental and Aboriginal Affairs and Advanced Education and Career Development worked together to coordinate news releases, speeches and informational/marketing materials for Alberta government trade missions to Asia and Latin America.
Goal 3: Improve the Efficiency of Communications across Government top
Agency of Record for Media Buying - 1997-98 marked the first full fiscal year under a new system designed to help client departments realize efficiencies and economies by using one agency for media buying. Since its introduction, the new system has reduced the cost of line rates for government advertising in daily newspapers by approximately 19 per cent. In January 1998 the Bureau negotiated a 15 per cent volume incentive program with the Alberta Weekly Newspapers Association to further increase savings for government departments.
Branch Business Plans - All areas of the Bureau now have business plans in place to ensure that every aspect of the organization's activities are contributing to the achievement of the goals of government as a whole, as well as those of client departments and the Bureau.
ACN Today Mail Distribution - In March 1998, the Alberta Communications Network eliminated mail distribution of ACN Today news release listings, resulting in annual savings of approximately $25,000 while providing more efficient service for clients. The mail distribution option was discontinued with the full support of ACN clients who now prefer to access news releases through more convenient and timely service options such as fax-on-demand, Internet and the Alberta Weekly Newspapers Association Bulletin Board.
Goal 4: Sustain Revenue by Developing New Products and Services top
QP Source - Feedback from clients continued to drive improvements to the QP Source CD ROM of Alberta Government Acts and Regulations. Focus groups with QP Source subscribers were conducted to identify areas of strength as well as those requiring improvement. The information gathered continues to be used to improve products and services, marketing initiatives and product design. Recent client-driven changes include a tutorial for the product's search component, free basic training sessions and an advanced training session to demonstrate more difficult elements. The Bookstore also created a newsletter to provide a closer link with its customers, answer their questions and provide information.
QP Source Internet - This Internet version of the QP Source product was introduced in February 1998 for professionals needing a more current and comprehensive research tool. The site is continuously updated to contain all of Alberta's Statutes (proclaimed and unproclaimed), Alberta Regulations, the Alberta Rules of Court, the Annual Volume 1996 and 1997 and bi-weekly issues of the Alberta Gazette.
Partnerships - Several new resources were produced and distributed in 1997-98 through partnerships with departments. These include Dispute Resolution Process for Government of Alberta Construction Contracts book and disc (Transportation and Utilities, Public Works, Supply and Services), Standards and Guidelines for Municipal Waterworks, Wastewater Management and Storm Drainage Systems book, CD ROM and disc (Environmental Protection) and Enumerators' Manual and Standard Census Forms (Treasury).
Public Affairs Bureau - Performance Measures top
Public Satisfaction with Government Information
This measurement is related to the Bureau's goal of making government information more accessible. It rates Albertans' overall satisfaction level with the information they receive about government programs and services either directly from the government or through other sources.
1997-98 results reflect telephone interviews with 1,001 adult Albertans conducted from June 4 - 18, 1998. Respondents were randomly selected from across the province. The margin of error in a sample of this size is plus or minus 3.1% in 95 out of 100 samples. The survey was conducted by a private sector firm.
The 1997-98 result of 66% was less than the 1997-98 target of 75% and matched the 1996-97 actual of 66%.
Public Satisfaction with RITE and QP Bookstores
This measurement relates to the goals of making government information more accessible and developing new products. It rates the satisfaction levels of Albertans using the RITE Telephone System to access government and obtain information. It also measures how satisfied Queen's Printer Bookstore customers are with the materials and information provided as well as the value of the products sold.
Queen's Printer Bookstore results were obtained through surveys mailed to every 7th client on the customer database. Of the 1,517 surveys sent, 281 responses were received. The survey took place in May and June 1998.
RITE results reflect the responses of 210 system users during telephone interviews conducted in May. Those surveyed were selected from a total respondent list of 351 names which was compiled in May when RITE users were asked if they would participate in a satisfaction survey at a later date.
The surveys were compiled internally by the Bureau. The figures shown reflect the averaged results of multiple questions. Results have also been averaged to give both groups' responses equal weight.
The 1997-98 rating of 97% is just above the 1996-97 level of 96% and slightly below the 1997-98 target of 98%.
Government Client Satisfaction
This measurement is related to the goals of improving the coordination and efficiency of communications across government. It rates government client satisfaction levels with the communications services provided by the Bureau.
Communications Directors provided lists of departmental clients comprised of 126 executive committee members and 419 directors. Surveys were mailed to these clients. Sixty-eight executives and 180 directors responded to the surveys in May and June 1998.
The surveys were compiled internally by the Bureau. The figures shown reflect the averaged results of multiple questions. Results have also been averaged to give both executives' and directors' responses equal weight.
The 90% level of satisfaction for 1997-98 represents a 5% increase from the 1996-97 rating of 85% and matches the 1997-98 target of 90%.
Private Sector Supplier Satisfaction
This measurement is related to the Bureau's goal of improving the efficiency of communications across government. It rates the satisfaction levels of private sector print and graphic design suppliers in their business dealings with the Public Affairs Bureau. These firms provide services to the Bureau's government clients that impact the efficiency of communications across government.
Respondent lists were compiled from the Public Affairs Bureau's database of suppliers. Surveys were mailed to 84 print firms that had done four or more jobs with the Bureau in the past year and six graphic design suppliers who had handled two or more jobs. A total of 35 responses were received. Surveys were conducted in May and June 1998.
The surveys were compiled internally by the Bureau. The figures shown reflect the averaged results of multiple questions.
The 1997-98 rating of 93% represents a decrease from the 1996-97 level of 95% and is below the 1997-98 target of 95%.
Financial Results top
| Branch | Authorized ($000) | Actual ($000) | Variance ($000) |
| Administrative Services | 998 | 993 | 5 |
| Communications Services | 4,471 | 4,469 | 2 |
| Communications Technologies | 564 | 562 | 2 |
| Queen's Printer Bookstores | 1,172 | 1,171 | 1 |
| Publishing Services | 567 | 565 | 2 |
| RITE System | 1,171 | 1,168 | 3 |
| Total spending | 8,943 | 8,928 | 15 |
| Total revenue | (1,525) | (1,581) | 56 |
| Net spending | 7,418 | 7,347 | 71 |
Since 1992-93, the Public Affairs Bureau has decreased spending by 28% while increasing revenues by more than 50%. It has also reduced staffing levels by 34%.
