Department of Government Services Annual Performance Report 2010-2011 Department of Government Services Annual Performance Report 2010-11
Table of Contents
i Minister’s Message
1 Departmental Overview 1 Vision 1 Mission Statement
2 Lines of Business 2 Enforcement of Legislated Requirements 2 Licensing, Permitting, Inspections and Registrations 3 Conflict Resolution 3 Printing Services
4 Organizational Structure
5 Other Key Statistics 5 Number of Employees 6 Physical Locations 7 Budget
7 Ministerial Entities
8 Shared Commitments
12 Highlights and Accomplishments
17 Outcome of 2006-11 Mission 17 Measure 1: Improved protection in public health and safety 22 Measure 2: Improved protection in worker health and safety 25 Measure 3: Improved protection in consumer interests
31 Outcome of 2008-11 Goals 31 Goal 1: Service Access 34 Goal 2: Service Type 36 Goal 3: Customer Service
38 Outcome of 2011 Objectives 38 Strategic Issue 1: Service Access 40 Strategic Issue 2: Service Type 41 Strategic Issue 3: Customer Services
47 Opportunities and Challenges Ahead
49 Annex A: Ministerial Entities
52 Annex B: Financial Statements
Department of Government Services
Annual Report 2010-2011
Message from the Minister
I am pleased to submit the 2010- 11 Annual Performance Report for the Department of Government Services in accordance with its requirements as a category one government entity under the Transparency and Accountability Act. This Department was part of government’s October 2011 restructuring and the services provided by this former department now fall under my mandate as Minister of Service NL. The reported outcomes reflect government's strategic directions for fiscal years 2008-11 and my signature below is indicative of my accountability for the reported results.
This report marks the final year of I would like to acknowledge and the Department's 2008-11 thank all staff of the Department for Strategic Plan. It also marks the their efforts and commitment in final year of the Department's helping to contribute to the 2006-11 mission. As outlined in Department's many this report, my Department has accomplishments this past fiscal worked diligently this past fiscal year and throughout the 2008-11 year to address the priority issues planning period. I look forward to identified in our three-year plan. building upon these efforts as we These priorities focused on three work together to meet the goals and principal areas related to service objectives set out in our 2011-14 delivery. They included: increasing Strategic Plan. ease of access to our services; increasing types of services available through our Government Service Centres; and, increasing Paul Davis our capacity to support improved Minister customer service. This report provides evidence of the progress and achievements we have made in these areas.
Department of Government Services i Annual Report 2010-2011
Departmental Overview
Service NL (formerly the Department the Credit Union Deposit of Government Services) delivers Guarantee Corporation, both of citizen protection services to the which report independently to the public in areas of public health and Minister, each prepare safety, environmental protection, independent annual reports. occupational health and safety, consumer and financial interests and Finally, under the shared services in the provision and preservation of model for the delivery of Strategic vital documents and events. In Human Resources Management, addition, through the Office of the the Director of Strategic Human Queen's Printer, the Department Resources Management for the provides printing, micrographic and social sector reports to the Deputy digital document services for Minister for this Department. In Government and the general public 2010-11, the social sector (including copies of provincial included the Departments of: legislation, The Newfoundland and Education; Human Resources, Labrador Gazette and select Labour and Employment; documents and books). Municipal Affairs; Health and Community Services; and The Department was created with Government Services. It was also the aim of consolidating, where responsible for the Labour possible, the licensing, permitting, Relations Agency; the Government inspection, and regulatory functions Purchasing Agency; and Fire and within government and providing a Emergency Services- single-window point of access to the Newfoundland and Labrador. public for those services. The authority to carry out the Department's mandate is derived from over 175 pieces of legislation, Vision including related regulations, Newfoundlanders and standards and codes of practice. Labradorians living and working in a healthy and The Department is comprised of safe environment with three branches: Government access to an open, fair, and Services Branch; Consumer and responsive regulatory Commercial Affairs Branch; and system. Occupational Health and Safety Branch. A brief description of these branches can be found in the Department's 2008-11 Strategic Mission Plan, available online: http://www.servicenl.gov.nl.ca/publica Statement tions/. By March 31, 2011 the Department of Government The Minister is also accountable for Services will have improved nine public entities and the oversight citizen protection in the of the Public Utilities Board's areas of public health and mandate with respect to auto safety, worker health and insurance and the Petroleum safety and consumer Products Pricing Office. The interests. Government Purchasing Agency and
Department of Government Services 1 Annual Report 2010-2011 Lines of Business
The Department has four basic lines Environmental protection of business: activities Ÿenforcement of legislated Waste disposal sites, spill requirements; responses, petroleum storage tank Ÿlicensing, permitting, systems, dry cleaners, sawmills, inspections and registrations; quarries, asphalt plants, scrap Ÿconflict resolution; and, yards, used tire facilities, used oil Ÿprinting services. storage facilities, PCB storage sites, farm waste management Enforcement of Legislated facilities, soil treatment facilities and illegal dumping. Requirements The Department enforces legislated requirements in all mandated aspects of public health and safety, occupational health and safety, environmental protection, provincially-regulated financial services and consumer protection.
Licensing, Permitting, Inspections, and Registrations The Department provides licences, permits, inspections and registration services at its offices around the province for the following:
Public safety activities Boilers and pressure vessels, elevating devices, amusement rides, electrical installations, Provincial financial services electrical contractors and building activities design for accessibility and fire/life Insurance, securities, real estate, safety. mortgage brokers and prepaid funeral services. Environmental health activities Food establishments, tobacco Pension Benefit Standards retailers, septic and other waste Regulation of private employer water disposal systems, municipal pension plans and public sector water supplies, abattoirs, public pension plans. pools, recreational facilities, daycares, personal care homes Consumer protection activities and long term care facilities, dairy Consumer affairs, collection farms (milk and water sampling) agencies, private investigators and and housing sanitation. security guards, charitable gaming and residential tenancies.
Department of Government Services 2 Annual Report 2010-2011 Commercial registrations Printing Services activities The Department provides printing, Deeds, companies, personal microfilming and digitizing services property, co-operatives, limited for government departments and partnerships, mechanics liens, agencies through the Office of the condominiums and lobbyists. Queen's Printer. Provincial Government legislation and Occupational health and safety various Provincial Government activities reports are available to the public Workplaces, radiation emitting for purchase though the Queen's devices, asbestos abatement Printer Bookstore, located in the contractors, explosive magazines East Block of the Confederation on mine sites and underground Building complex. Purchasing diesel equipment. information and select documents, including legislation Motor vehicle activities for free download, are available on Driver licensing and vehicle the Queen's Printer website at registrations, highway safety- www.servicenl.gov.nl.ca/printer/. related activities, and commercial vehicle inspections (e.g. for buses, school buses and ambulances and trucks) and other highway-safety related activities.
Vital statistics activities Registration and certificates for vital events, including: birth, marriage, death, legal name changes, adoptions and gender changes.
Angling and small game licence sales and distribution Sales to vendors and individuals. Select licensing information is also available on the Department's website at www.servicenl.gov.nl.ca.
Conflict Resolution The Department provides conflict resolution services for disputes such as residential tenancies and issues related to legislative compliance with respect to the provincially-regulated financial services industry, occupational health and safety, buildings accessibility, consumer protection and public safety.
Department of Government Services 3 Annual Report 2010-2011 Organizational Structure
The organizational chart below illustrates the Department's reporting structure.
Department of Government Services Organizational Structure
MINISTER
Public Entities
Director of Director of Deputy Minister Information Management Communications
Director of Assistant Deputy Minister Assistant Deputy Minister Director of Policy and Occupational Health Assistant Deputy Minister Consumer & Commercial Strategic Human Resources Strategic Planning and Safety Government Services Affairs Management (Social Sector)
Strategic Human Occupational Engineering and Commercial Resources Management Policy and Strategic Inspection Services Health and Safety Registrations Division Planning Division Division Division Division (Social Sector)
Government Financial Services Service Centres Regulation Division Division
Motor Registration Consumer Affairs Division Division
Office of the Pension Benefit Queen’s Printer Standards Division Division
Program and Support Services Division
Vital Statistics Division
Department of Government Services 4 Annual Report 2010-2011 Key Statistics
Number of employees The Department employs 513 people in the following areas: Government Services Branch; Consumer and Commercial Affairs Branch; Occupational Health and Safety Branch; Executive and Executive Support, including Information Management, Communications, and Policy and Strategic Planning; and the Strategic Human Resources Management Division for the social sector. Table A below provides a breakdown of departmental staff according to gender, while Table B on the following page is a map of employee distribution according to region.
Table A
Departmental Staff Total 513 240 Male 273 Female
Total 51 Total 365 Total 63 Total 5 Total 13 Total 16
30 21 177 188 22 41 3 2 3 10 5 11 M F M F M F M F M F M F Occupational Government Consumer and Executive Executive Strategic Health & Safety Services Commercial Support Human Affairs Resources
Department of Government Services 5 Annual Report 2010-2011 Physical Locations satellite offices and both fixed and Services offered by the Department portable weigh scale sites throughout are available in-person through a the province. number of office locations throughout the province, as well as through the The Occupational Health and Safety Internet, telephone, mail, and fax. The Branch operates its programs from headquarters for the Department is locations in Mount Pearl, Grand Bank, located in the West Block of the Grand Falls-Windsor, Corner Brook, and Confederation Building complex in St. Wabush. The Office of the Queen's John's. Printer, Commercial Registrations Division, Consumer Affairs Division, The Government Service Centres Pension Benefit Standards Division, (GSC) have five main offices - St. and Financial Services Regulation John's, Clarenville, Gander, Corner Division provide services province-wide Brook, and Happy Valley-Goose Bay. from the St. John's area. Six other GSC offices are located in Table B Harbour Grace, Grand Falls-Windsor, St. Anthony, Stephenville, Labrador Employee Distribution by Region City and Marystown. These offices This total was accurate as of March 31, 2011. provide licensing, permitting, It is made up of permanent, temporary, part- inspection, and registration services to time, and contractual employees, and includes 68 management and executive-level employees the public, while offices in Grand (45 male and 23 female). Bank, Springdale, Lewisporte and Port aux Basques serve as staff-only and water sample drop-off locations. The Vital Statistics Division, Engineering and Inspection Services Division, Consumer Affairs Division and Motor Registration Division also offer select services through some of the GSC Labrador sites. Region 17 staff The Motor Registration Division Happy Valley- delivers most of its programs and Goose Bay Labrador City services from locations in Mount Pearl, Grand Falls-Windsor, Corner Brook, and Labrador City, as well as through St. Anthony regional GSC offices in Clarenville,
Gander, Happy Valley-Goose Bay, and Western Region Harbour Grace, with more limited 76 staff Springdale services in Stephenville, St. Anthony, Lewisporte Corner Brook Grand Falls- Gander and Marystown. In addition, the Motor Windsor Central Clarenville Stephenville Central East Region Registration Teleservices Centre is West 5Clarenville1 staff Harbour Grace Region located in Corner Brook. There are 37 staff St. John’s Mt. Pearl Port aux Basques Grand Bank Avalon also various driver examination Marystown Region 332 staff
Department of Government Services 6 Annual Report 2010-2011 Budget The Department collected $113.1 million in current account and related revenues in 2010- 11. The Department had an operating budget of $42 million in 2010-11, while its gross expenditures were $40.4 million. These figures do not include the Government Purchasing Agency and the Credit Union Deposit Guarantee Corporation given that these entities are required to prepare and submit independent reports in accordance with the Transparency and Accountability Act. The Department's Statement of Expenditures and Revenues (unaudited) for the year ended 2010-11 is attached as Annex B.
Ministerial Entities The Minister is accountable for nine These reports are available online at public entities. These entities are www.servicenl.gov.nl.ca/publications/. required to report annually as set out Inactive category three entities for in the Transparency and Accountability 2010-11 include: Act. Two of these entities, the Credit ŸBuildings Accessibility Appeal Union Deposit Guarantee Corporation Tribunal (CUDGC) and the Government ŸFinancial Services Appeal Board Purchasing Agency (GPA), are category ŸRadiation Health and Safety two entities as defined by the Act, and Advisory Committee provide independent annual reports to the House of Assembly upon approval A brief description of these of the Minister. The remaining seven Ministerial entities may be viewed in entities are considered category three Annex A. entities by the Act. The following entities provided activity reports for 2010 or 2010-11, depending on the respective entitys’ fiscal year end:
ŸPublic Accountants Licensing Board (2010)* ŸPublic Safety Appeal Board (2010-11) ŸAdvisory Council on Occupational Health and Safety (2010-11) ŸBuildings Accessibility Advisory Board (2010-11)
* The Public Accountancy Act was repealed and replaced by the Public Accountants Act in June 2011. As a result of these legislative changes the Public Accountants Licensing Board (PALB) is no longer considered a ministerial entity pursuant to the Transparency and Accountability Act.
Department of Government Services 7 Annual Report 2010-2011 Shared Commitments The Department does not fulfill its Insurance Regulators (CCIR), the mandate on its own. Collaborative Canadian Insurance Services relationships with our partners and Regulatory Organization (CISRO), stakeholders are essential to allow the Insurance Bureau of Canada us to meet our legislative and (IBC), the Insurance Brokers regulatory obligations and help Association of Newfoundland (IBAN) achieve the strategic directions of and the Canadian Securities government. Key partners include Administrators (CSA) to facilitate other provincial government effective and efficient regulation of departments and agencies, these industries. The Division also industry, organized labour, regularly seeks the input of a variety regulatory bodies, and federal, of industry organizations such as provincial and territorial the Newfoundland and Labrador governments. Association of Realtors (NLAR) and the General Insurance Statistical Further, the Department delivers Agency (GISA) and is a participant many of its permitting, inspection, of the Joint Forum of Market licensing, and enforcement Regulators. services through its Government Service Centres. These services are Pension Benefit Standards delivered on behalf of a number of The Pension Benefit Standards partner departments, agencies, Division works with organizations and other governments through such as the Canadian Association agreements in which the partners of Pensions Supervisory Authorities retain legislative and policy (CAPSA), Canada Revenue Agency, responsibility while the Department Statistics Canada as well as federal is responsible for field operations and provincial jurisdictions and enforcement services. regarding regulation of multi- Memoranda of Understanding jurisdictional pension plans. The (MOUs) serve to clarify the roles Division is also a participant of the and responsibilities of these Joint Forum of Market Regulators. partners. Consumer Affairs The following list highlights some of The Consumer Affairs Division the many collaborative liaises with the Consumer Measures relationships, key partnerships and Committee, the Canadian affiliations the Department Association of Gambling Regulators, maintained during the fiscal year the Canadian Motor Registration 2010-11. Arbitration Plan, the Better Business Bureau (BBB), Equifax Financial Services Regulation Canada Inc., TransUnion Canada The Financial Services Regulation Inc., and the Canadian Registrars of Division works with organizations Private Security. The Division also such as the Canadian Council of works closely with the Royal
Department of Government Services 8 Annual Report 2010-2011 Newfoundland Constabulary (RNC), Rescue Training standard for the the Royal Canadian Mounted Police Mining Sector. The Branch also (RCMP) and the Sheriff's Office. continues to collaborate with WHSCC in its data and information sharing. Commercial Registrations The Commercial Registrations The Department is represented on Division is a member of the the Municipalities Governance Canadian Conference on Personal Committee (MGC) through its Property Security Law, the Canadian Occupational Health and Safety Conference of Land Titles Officers, Branch in conjunction with the Canadian Association of Municipalities Newfoundland and Corporate Law Administrators, the Labrador, other government Personal Property Registry System departments, the Federation of Inter-jurisdictional Operations Labour, Newfoundland and Labrador Committee and the Canadian Employers Council, Workplace Health Association of Lobbyist Registrars Safety and Compensation and Commissioners. The Division Commission (WHSCC), various union also works closely with the groups and representatives from Condominium Registrars across various municipalities. Collaborative Canada, the Newfoundland and efforts to improve worker safety have Labrador Law Society, various been ongoing for some time, proving federal, provincial and municipal an effective means of reducing government departments, the Royal accidents and claims cost in the Newfoundland Constabulary and province. Royal Canadian Mounted Police, and provincial industry associations such Office of the Queen's Printer as the Appraisal Institute of Canada The Office of the Queen's Printer - Newfoundland and Labrador, works closely with many government Association of Newfoundland Land departments and agencies to manage Surveyors, and the Canadian and fulfill its document, reporting and Condominium Institute promotional needs through its Newfoundland and Labrador printing, microfilming and digitizing Chapter. services. For example, the Office supports the Department of Finance Occupational Health and Safety in producing Budget documents and The Occupational Health and Safety produces the Speech from the Throne Branch conducts health and safety and Hansard for the House of initiatives in the mining industry. The Assembly. The Queen's Printer Branch, along with Workplace Health Bookstore is the legal agent of Safety and Compensation Government that publishes all of the Commission (WHSCC) and instruments that bring into effect Workplace Safety North (WSN), provincial laws and regulations, monitors the jointly developed Mines principally The Newfoundland and Labrador Gazette.
Department of Government Services 9 Annual Report 2010-2011 School Bus Safety committees, including the Responsibility for school buses in Association of Chief Boiler and Newfoundland and Labrador is Pressure Vessel Inspectors shared with the Department of Committee and various Canadian Education. This Department is Standards Association committees. responsible for the highway and motor vehicle safety aspects of Environmental Health school bus regulation, including Environmental health services are vehicle registration, inspections, provided under an MOU with the carrier safety ratings, driver testing Department of Health and and licensing and other regulatory Community Services and the issues. The Department of Regional Health Authorities, as well Education is responsible for as a separate MOU with the providing funding for school Departments of Natural Resources transportation, developing policies (Forestry and Agrifoods Agency) and pertaining to school bussing and Environment and Conservation for reviewing tenders for school bus agricultural-type operations. contracts. Environmental Protection Environmental protection services are Engineering and Inspections The Engineering and Inspection provided under an MOU with the Services Division conducts plan Department of Environment and reviews under an MOU with the Conservation. Government Service Office of the Fire Commissioner Centres also work with the (Fire and Emergency Services- Department of Municipal Affairs, the Newfoundland and Labrador), fire Department of Environment and and life safety inspections for Conservation, and the Multi-Materials daycares and personal care homes Stewardship Board (MMSB) to under an MOU with the administer the province's Solid Waste Department of Health and Management Strategy. Community Services, and both boiler and pressure vessel inspections and elevating device inspections on federal property under MOUs with the federal government. The Division also issues Certificates of Approvals for wastewater and septic systems under an MOU with the Department of Environment and Conservation. In addition, the Engineering and Inspection Services Division represents the province on numerous national
Department of Government Services 10 Annual Report 2010-2011 Motor Registration Safety and Compensation The Motor Registration Division Commission and Service Canada, (MRD) operates in conjunction to deliver “Service Excellence: with the Department of Putting Citizens First” training to Transportation and Works, the staff. RNC and the RCMP to improve highway safety in the province. Intergovernmental Affairs The Motor Registration Division's The Department continuously Traffic Safety Committee also provides feedback to the brings traffic safety oriented Department of Innovation, organizations and individuals Business and Rural Development together with the police, in a and the Intergovernmental and collaborative approach to bringing Aboriginal Affairs Secretariat traffic safety issues to the regarding issues associated with forefront and seeking possible the Comprehensive Economic and solutions. The committee's Trade Agreement negotiations membership includes between Canada and the representatives from MRD, the European Union as it relates to RNC, RCMP, the Departments of the regulatory mandate and Transportation and Works and overall services provided by the Health and Community Services, Department. the City of St. John's and Safety Public Sector Service Delivery Services Newfoundland and The Department is actively Labrador. involved in the Public Sector Service Delivery Council (PSSDC). Development Control The Government Service Centres The PSSDC is a network of work with the Department of federal, provincial, and territorial Municipal Affairs to conduct governments that come together inspections and issue permits to explore common issues, under the Department of develop partnerships and Municipal Affair's Urban and Rural coordinate solutions, and share Planning Act. best practices in the field of public sector service delivery. The Service Excellence Council reports to a Deputy The Department works in Ministers of Service Delivery partnership with the Department Table, of which the Department is of Advanced Education and Skills also a member. (formerly the Department of Human Resources, Labour and Employment), the Strategic Human Resources Management Division, the Workplace Health,
Department of Government Services 11 Annual Report 2010-2011 Highlights and Accomplishments
Regulatory Improvement/Red legislation is harmonized with other Tape Reduction jurisdictions and federal legislation In fiscal year 2010-11, the which is beneficial to consumers as Department of Government they can accurately compare the Services continued its efforts to cost of consumer credit from a reduce the regulatory burden provincial lending institution and a associated with some of the federally regulated bank. The new Department's legislative and Cost of Consumer Credit Disclosure regulatory requirements. As part of Regulations, which came into force its Regulatory Improvement Plan, March 31, 2011, enhance the Department regularly reviews consumer protection by prescribing and evaluates its legislation, requirements for the full disclosure including statutes and regulations on the absolute cost of borrowing as well as policies and operational and prescribing the detailed method procedures to identify areas for of calculating the Annual improvement and potential red Percentage Rate (APR) for various tape reduction. These efforts are types of credit. made while keeping in mind the Department's mandate and Updated and Streamlined mission for improving citizen Legislative Appeal Processes protection in the areas of public The Public Safety Act and the health and safety, worker health Private Investigation and Security and safety and consumer interests Services Act appeal provisions were and its overall responsibility to the amended in the Spring 2010 and people of Newfoundland and Fall 2010 sessions of the House of Labrador. Throughout this report Assembly. These amendments there is detailed evidence updated and streamlined the regarding the Department’s appeal process and ensured regulatory reform efforts during consistency with other statutes 2010-11. under the responsibility of the Department. Amendments to the Improvements Made to Cost of Private Investigation and Security Consumer Credit Disclosure Services Act streamlined the appeal Legislation process along the lines of the The Cost of Consumer Credit process contained in the Consumer Disclosure provisions of the Protection and Business Practices Consumer Protection and Act. The Public Safety Act was Business Practices Act were amended to include additional amended in Spring 2010. These provisions related to the appeal amendments resulted in a greater process and ensure consistency alignment of these provisions with with provisions in the Financial those in similar legislation in other Services Appeal Board Act. Canadian jurisdictions. This
Department of Government Services 12 Annual Report 2010-2011 ŸIncreasing the current 24-hour suspension to a minimum of seven days (14 days for a repeat offence) for drivers with a blood alcohol level of greater than 50 mgs/100 ml;
ŸReducing the allowable blood alcohol level to 0.0 per cent from the current 0.05 per cent, for drivers accompanying a novice driver; and,
ŸExpanding the prohibition against cell phone use by drivers to include other aspects, such as texting, which Speeding Fines Doubled in can distract from safe driving. School Zones In an effort to ensure the safety of These substantive changes are a children, fines for speeding in part of the provincial government's school zones were doubled on-going commitment to raising effective September 1, 2010. awareness of unsafe driving habits Amendments were made to the and preventing vehicle collisions Highway Traffic Act that resulted and injuries on the province's in fines now ranging from a roadways. minimum $100 for a first offence Road Safety Awareness up to a maximum of $1,500. Enforcement Officers with the New Impaired and Distracted Motor Registration Division joined Driving Laws with local police forces to check On October 1, 2010, compliance of trucks, buses and amendments to the Highway their drivers with road safety rules Traffic Act came into force. These as the Department participated in amendments enhance the three-day North American enforcement against impaired and Roadcheck Blitz for the distracted driving and include: commercial trucking and motor ŸAuthorizing police to use traffic coach industries. Although safety stops as a means of enforcement activities take place determining whether drivers every day on our roads and are impaired, driving while highways, blitzes help raise the suspended or driving without awareness of how important it is insurance, among other for all vehicles to operate safely by serious offences; placing the spotlight on
Department of Government Services 13 Annual Report 2010-2011 commercial vehicle safety. This Enforcement initiative and other similar highway Strategy Developed safety activities conducted by the for Quarries Department and its partners are In 2010-11, an helping make our highways safer enforcement strategy for the people of Newfoundland was developed for and Labrador and visitors to our quarries in province. Newfoundland and Labrador regarding Driver's Licence Reciprocity potential hazards Agreement Signed with France associated with this In July 2010, Newfoundland and type of workplace, Labrador entered into a driver's especially with respect licence reciprocity agreement with to the hazard related the Republic of France. As a result to dust exposure. This of this agreement, residents of strategy also included France, including St. Pierre and the distribution of a Miquelon, who come to quarry hazard alert Newfoundland and Labrador to that was developed by live, can exchange their existing the Occupational driver's licence for a Newfoundland Health and Safety Branch to assist and Labrador licence without employers and employees with having to undergo additional identifying deficiencies and written, visual or road testing. The unacceptable practices and to agreement also allows the same highlight safe practices by privileges for Newfoundlanders referencing the requirements and Labradorians taking up under the Occupational Health residence in France. The Highway and Safety Regulations, 2009. Traffic Act allows for this type of reciprocal agreement with other Greater Focus on Occupational jurisdictions. Health and Safety in the Service Sector Enhanced Consumer Protection The Occupational Health and In keeping with the Department's Safety Branch commenced a new mandate to improve consumer initiative that will broaden its focus protection, enhancements were to encompass employers and made to the following legislation: employees in the retail and service Securities Act; Insurance sector. As a start to this initiative, Adjusters, Agents and Brokers Act; the Branch sent out information Insurance Companies Act; and the packages to targeted employers, Prepaid Funeral Services Act. which included a CD of the revised Occupational Health and Safety Act and new Regulations and
Department of Government Services 14 Annual Report 2010-2011 information outlining some of the Creative Sentencing Benefits key areas Occupational Health and Newfoundland and Labrador Safety Officers inspect in the Association of Fire Services service sector workplace. In May 2010, the Newfoundland and Labrador Association of Fire Increased Occupational Health Services was presented with a and Safety Enforcement cheque totaling $2,500, to help In 2010-11, a total of 4,272 provide improved respiratory inspections were conducted by the protection for volunteer Occupational Health and Safety firefighters. This cheque was Branch. This represented a 7.8% made possible by an option increase in inspections from the included under the Occupational previous year. The number of Health and Safety Act termed directives issued also increased creative sentencing. A case from this fiscal year by 24.4%, for a 2008 resulted in a “creative total of 8,942. The number of sentencing” fine with proceeds stop work orders issued by the being provided to the Minister of Branch also increased by 23.6% this Department. After careful for a total of 876. consideration it was determined Implementation of an that the funds from the fine Enforcement Management should be given to this association Model to help purchase fit testing gear. The Occupational Health and Review of the Office of the Safety Branch developed and Queen's Printer implemented an enforcement In order to improve customer management model to aid in the service to its clients, the Office of application of the legislation to the Queen's Printer has embarked ensure a foundation for impartial and balanced enforcement activities. This model demonstrates the principles of proportionality in applying the law and securing compliance; consistency of approach; openness to the provision of information internally and externally; standards that communicate the desired course of action; and monitoring that provides accountability when enforcing occupational health and safety legislation.
Department of Government Services 15 Annual Report 2010-2011 on a “generational upgrade” of its capabilities. To meet the demand for greater speed and quality as well as timeliness, a review of operations has been undertaken. The ultimate goal is to streamline and improve the quality of service to all departments, agencies and the general public served by the Office. The expectation of our clients is that key government information and publications will be available in a timely, efficient and appropriate format, whether printed or in electronic format. The Office of the Queen's Printer is committed to meeting this expectation.
New Legislation for Self- Regulating Occupations in Force The new Certified Management Accountants Regulations and the Architects Act and Regulations came into force in 2010. The principal changes to these Acts relate to the governance and accountability structure of these respective public entities.
Department of Government Services 16 Annual Report 2010-2011 Outcome of 2006-2011 Mission
The following section describes the outcomes of the Department's mission for the 2006-08 and 2008-11 planning periods, fulfilling requirements outlined in the Transparency and Accountability Act to report to the people of Newfoundland and Labrador on the Department's progress. As demonstrated through the Department's activities and in concluding its mission over the course of these planning years significant enhancements have been achieved in the Department's delivery of its mandate to improve citizen protection in the area of public health and safety, worker health and safety, and consumer interests.
Mission By 2011, the Department of Government Services will have improved citizen protection in the areas of public health and safety, worker health and safety, and consumer interests.
Measure 1: Improved protection in public health and safety
Indicators Timely and relevant standards in the areas of: inspections of public facilities for environmental health; review of building designs for fire and life safety; inspections of commercial vehicles; inspection of waste disposal sites.
Increased achievement of enforcement standards for environmental health.
Results Achieved plot plan of the placement of the disposal field. This information is Timely and relevant standards typically obtained by an approved in the area of inspections of designer on behalf of the property public facilities for owner. environmental health: As well, pursuant to section 7 of Alternate Sewage Disposal the Sanitation Regulations, the Systems Standard Department is required to assess The Sanitation Regulations under new emerging sewage disposal the Health and Community system technologies as viable Services Act, require private alternatives to traditional sub- sewage disposal systems to be surface sewage disposal systems. inspected and approved by These new technologies offer Environmental Health Officers. alternate solutions in areas where Traditional sub-surface sewage poor soil conditions exist. In disposal systems, as described in 2009, a protocol was developed to the Private Sewage Disposal and formalize the requirements for Water Supply Standards, 2006, approval of “alternate sewage require the submission of an systems” when submissions are application with information related made to the Department of to the soil conditions, as well as a Government Services.
Department of Government Services 17 Annual Report 2010-2011 The objective of the protocol is to ensure that a consistent and fair application assessment is conducted for all “alternate sewage system” submissions and that a minimum standard of inclusion in the Engineering Report is defined. The consistent application of these standards to the various engineering firms that are coming forward has become more relevant with the increase in property values, as well as the decrease in land with available satisfactory soil conditions, particularly on the Avalon Peninsula.
Dairy Farm Bacteriological Water Quality Standard dairy farms that do not obtain water Dairy farms are inspected under from a municipally approved water the authority of the Food Premises supply have a minimum of one Regulations under the Food and monthly sample collected from the Drug Act. Food premises are farm's potable water supply for required to have a supply of water bacteriological testing. Any farms with that is potable (fit for human water quality issues are required to consumption). Most licensed dairy take corrective action. farms in this province do not obtain water from a municipally approved Timely and relevant standards in water supply, but utilize their own the area of review of building dug or drilled well as the source of designs for fire and potable water. On dairy farms, life safety: water is used to wash out bulk milk tanks after the transfer of milk Newfoundland and Labrador Fire occurs to the milk trucks, to clean and Life Safety Guidance the facilities and to provide sewage Document disposal functionality. Plan reviews for building construction conducted under the authority of the In September 2008, a Dairy Farm Fire Prevention Act, 1991 and its Bacteriological Water Quality associated regulations are carried out Standard was established in by the Department under a consultation with the Departments Memorandum of Understanding with of Environment and Conservation the Department of Municipal Affairs, and Health and Community Fire and Emergency Services- Services. This standard will ensure Newfoundland and Labrador (FES-NL). the water on farms is potable to a These reviews are completed to level that protects the milk product, ensure that building designs are in in combination with other compliance with the fire protection bacteriological barriers such as requirements of the National Building disinfection of milking equipment Code of Canada, the National Fire and bulk milk holding/storage Code of Canada, and the National Fire tanks. The standard requires that Protection Association Life Safety Code. Department of Government Services 18 Annual Report 2010-2011 In April of 2007, a guidance Safety-related NSC standards document to provide clarification include carrier safety ratings, on the application and use of the facility audits, driver and carrier various fire and life safety codes profile systems, trip inspection was issued by FES-NL. The reports, drivers' hours of service, Department's Engineering and commercial vehicle maintenance Inspection Services Division and inspections, and load security. participated on the committee to The NSC's administrative standards develop the document. It includes cover self-certification for drivers, chapters for the design, single-driver licensing, a classified construction, and operation of new driver licence system, medical structures as well as the use and standards, knowledge and operation of existing structures. It performance testing and a driver also identifies the procedures that examiner training program. owners and/or developers must Under prior federal-provincial follow in the repair, renovation, agreements to provide federal modification, reconstruction, financial contributions for the NSC addition to, and change of use or program, performance targets occupancy of existing structures, included minimum numbers of including historic buildings. Commercial Vehicle Safety Alliance (CVSA) inspections, which The development and provinces and territories were implementation of this standard required to conduct on commercial has contributed to the Mission of vehicles. the Department of Government Services to improve protection in The Commercial Vehicle Safety the area of public safety by 2011. Alliance (CVSA) is an international not-for-profit organization Timely and relevant standards comprised of local, state, in the area of inspections of provincial, territorial and federal commercial vehicles motor carrier safety officials and industry representatives from the National Safety Code / United States, Canada, and Commercial Vehicle Safety Alliance In 1987, the federal, provincial and territorial ministers responsible for transportation and highway safety agreed to develop and implement a National Safety Code (NSC) to encourage trucking safety, promote efficiency in the motor carrier industry, and achieve consistent highway safety standards across Canada. The NSC was based on a consolidation of existing provincial and territorial legislation and regulations, supplemented with new initiatives designed to further enhance safety across the country.
Department of Government Services 19 Annual Report 2010-2011 Mexico. Its mission is to promote These sites are intended to commercial motor vehicle safety and supplement the portable and fixed security by providing leadership to weigh scale sites in the enforcement personnel, industry and enforcement of commercial policy makers, to help achieve the vehicle weight limits. Data goals of uniformity, compatibility and monitoring from the system began reciprocity of commercial vehicle in late May 2010 and is being inspections and enforcement used to target enforcement activities throughout North America. activities to better allocate Newfoundland and Labrador has resources to ensure compliance been signatory to a Memorandum of with weight limits. Understanding with CVSA since the mid to late 1980s. Regulating vehicle weights to ensure they are being operated Under the National Safety Code within regulated limits as well as Agreement, the target for CVSA within manufacturers' inspections in Newfoundland and specifications, enhances public Labrador on an annual basis was a safety and protects infrastructure. minimum of 1243 inspections. In fiscal year 2008-09, Newfoundland Timely and relevant standards and Labrador exceeded the in the area of inspections of standard, with 1264 inspections. For waste disposal sites: fiscal year 2009-10, the target was again exceeded with 1724 The Department is responsible for inspections, while a total of 1690 inspecting waste disposal sites in inspections were completed in fiscal the province in order to ensure year 2010-11. that the facilities are operated according to provincial Although specific targets for environmental standards. Through numbers of inspections are no a Memorandum of Understanding longer part of the renewed federal- with the Department of provincial NSC agreement, the Environment and Conservation, it province will continue to conduct a has been agreed that inspections minimum of 1250 CVSA inspections of waste disposal sites should be annually, to ensure that these vehicles are safe to operate on provincial roads, directly contributing to public safety.
Weigh-in-Motion sites In 2009, as part of an effort to enhance the enforcement for suspected overweight commercial vehicles on the highway, four Weigh- in-Motion (WIM) sensor sites were installed on highways in the province: Northern Peninsula Highway (Route 430) near Cormack; TCH (Route 1) Outer Ring Road in St. John's; CBS Bypass (Route 2) near Manuals; and TCH (Route 1) near Port aux Basques.
Department of Government Services 20 Annual Report 2010-2011 conducted at a rate of two inspections per fiscal year. Waste disposal site inspections are conducted by the Department's Environmental Protection Officers throughout the province.
The program's performance report for the 2009-10 fiscal year indicated that there were 195 waste disposal sites in the province, thereby requiring a total of 390 inspections. However, the actual number of inspections conducted during this period was 439. By exceeding the established inspection target, the Department has been able to more closely monitor the operation of the Regulatory Enforcement province's waste disposal sites Three Regulatory Enforcement where necessary to ensure that Coordinator positions were staffed in activities are conducted in a 2010. These positions have resulted manner which meets or exceeds in significant improvements in the the province's environmental Department's enforcement standards. capabilities by having dedicated staff to effectively coordinate Increased achievement of enforcement activities. Prior to the enforcement standards for creation of the Coordinator environmental health: positions, warnings and directives were issued as the principal means Amendment to the Tobacco of environmental health Control Act enforcement. However, by fiscal In 2009, the Tobacco Control Act year end 2010-11, a total of six was amended to make it an charges were laid under the Tobacco offence for a person to obstruct an Control Act, four charges were laid inspector in the performance of under the Smoke-Free Environment his/her duties. As a result, Act, and three charges were laid Environmental Health Officers under the Health and Community (EHO) are now able to enforce the Services Act (two under the Public legislation more effectively. This Pools Regulations and one under new provision is similar to other the Sanitation Regulations). tobacco control legislation in most other provincial jurisdictions. It is a tool that protects EHOs in cases of verbal or physical abuse and allows for a more authoritative approach by officers when performing their duties in the enforcement of the Act.
Department of Government Services 21 Annual Report 2010-2011 Measure 2: Improved protection in worker health and safety
Indicators Timely and relevant standards in the areas of: ,General health and safety requirements and, in particular, mining health and safety standards. ,Targeted and strategic enforcement activities on a sector basis in all industrial sectors of the province.
Results Achieved Officials of the Occupational Health and Safety Branch also met Timely and relevant standards with and presented to various in the area of general health stakeholder groups individually to and safety requirements and, in discuss the proposed changes and particular, mining health and address any concerns or safety standards: questions. The Branch kept major stakeholders informed of the Review of Mines Safety of status of the review process and Worker's Regulations A review of the Mines Safety of provided feedback to stakeholders. Worker's Regulations was initiated One of the more significant issues in Fall 2009. Draft amendments that arose resulted in the to the Regulations were prepared development of a “Safety Standard in September 2010 and made for Mine Hoists, Shafts and available to stakeholders and a Conveyances”, which outlines the formal consultation process requirement for proper commenced. Submissions from stakeholders were received and accepted up to the end of January 2011. The new mining requirements will also be incorporated into the Occupational Health and Safety Regulations. It is intended that with the suggested changes resulting from these consultations, safety requirements for mining will be modernized, user friendly, reflect new technologies, incorporate industry accepted safe work practices and procedures for the mining sector, and ensure that workers will be better protected.
22 maintenance, documentation and was very successful, mainly communication in relation to the because of extensive internal and operation of mine hoisting external communications, a equipment and to establish the thorough consultation process qualifications for hoist operators. and an increased awareness of occupational health and safety in The Safety Standard for Mine the workplace. The new Hoists, Shafts, and Conveyances regulations replace 30-year-old was developed due to the highly regulations. technical and complex nature of such activities. Given this The Branch developed CDs of the complexity and the limited number new regulations for distribution to of hoists presently utilized and/or stakeholders which further helped proposed, the branch determined to increase awareness. a standard would better serve the Communication messages were needs of all stakeholders. also developed for various stakeholder groups to highlight Timely and relevant standards some of the more prominent in the area of targeted and changes in the regulations such strategic enforcement as violence prevention. activities on a sector specific basis in all industrial sectors of New occupational health and the province: safety training standards and certification Improved occupational health and safety legislation During the consultation process, three main technical areas were In 2009, amendments were made identified as being high risk to the Occupational Health and activities, including: confined Safety Act. The substantive space entry, fall protection and amendment to the Act was the traffic control. The Occupational inclusion of the duties and Health and Safety Branch responsibilities of a supervisor for concurred and consulted with the purposes of ensuring a safe Workplace, Health and Safety and healthy work environment. Compensation Commission, who There were also several minor are responsible for standards for amendments to the Act to ensure safety certification as required by it was in line with the new regulation. These standards have Occupational Health and Safety been developed, and the Regulations, 2009. These requirement for workers to changes were the result of complete the safety training will extensive stakeholder be phased in over a three-year consultations and reviews. period. The traffic control safety Implementation of the Regulations certification has been implemented effective January 1, Department of Government Services 23 Annual Report 2010-2011 2011, fall protection will be current year. The work plans implemented on January 1, 2012, allow the officers to coordinate and the safety certification for activities and align their sector's confined space will come into priorities with the goals and effect January 1, 2013. objectives of the Branch. The overall goals are to improve the The new regulations also include consistency and efficiency of the the requirement for crane operators inspection staff while increasing to: occupational health and safety Ÿhave an appropriate trade awareness and inspection activity qualification valid in the in all industrial sectors. For province; or example, the OHS Officer Ÿbe an apprentice indentured in responsible for the mining sector the appropriate trade in the implemented a strategy to province; or Ÿhave equivalent qualifications increase the consistency and as determined by the Industrial inspection activity of quarries in Training Division of the the province. This included Department of Education. training other officers to ensure consistency in approach and The effective implementation date setting inspection goals. Also, of this certification will also be the Senior Industrial Hygienist phased in over a three year period, developed a strategy for Officers based upon the type of crane (i.e. inspecting cabinet manufacturing mobile cranes [other than a boom businesses helping to ensure truck], tower crane or boom truck.) that, in addition to safety concerns, occupational health The Occupational Health and issues were proactively being Safety Branch is committed to identified across the targeted and strategic manufacturing sector. This activity enforcement activities on a supports the Branch's goal for sector specific basis in all consistency in the inspection industrial sectors of the process. The Branch will continue province its commitment to targeted and The Occupational Health and Safety strategic enforcement on a (OHS) Officers who have lead sector-specific basis for the other responsibility for specific industry industrial sectors of the province. sectors continue to develop, with the support of management, enforcement initiatives and performance based work plans for their sectors, which set the priorities and activities for the
Department of Government Services 24 Annual Report 2010-2011 Measure 3: Improved protection in consumer interests
Indicators !Timely and relevant standards in the areas of: ,registrations of deeds, companies, and cooperatives; ,mechanics liens, condominiums, personal property and lobbyists; ,resolution of residential tenancy disputes; ,regulation of companies and individuals in the financial services sector; ,registration of pension plans; ,issuance of charitable gaming licences. !Increased achievement of enforcement standards in the areas of: ,insurance, securities, real estate, and mortgage brokers; ,financial scams.
Results Achieved Registration of limited liability partnerships Timely and relevant standards In 2008, the Partnership Act was in the area of registrations of amended to allow for the creation deeds, companies, and and extra-provincial registration of cooperatives: limited liability partnerships (LLP). The Commercial Registrations Deeds microfilm digitization Division was tasked with project establishing the associated LLP In June 2007 the Commercial Registry. Registrations Division began a digitization project where Registration of Deeds Act, registrations in the Registry of 2009 and Regulations Deeds from May 2004 back to The Registration of Deeds Act, 1982 (a total of 7.7 million 2009 and associated Regulations frames of microfilm) were received Royal Assent on May 28, converted from microfilm into 2009 and came into force on digital format and made available December 13, 2010. This new through the Department's legislation modernized a number Companies and Deeds Online of aspects for today's real property (CADO) system. This digitized data industry. In addition, the new compliments electronic legislation enabled the move to a registrations that have been notice-based system for recorded since the microfilm mortgages, transfer of mortgages format ceased. Making this and release of mortgages. registration information accessible The Act also provides the through the Department's CADO capability for authorized users to site regardless of a client's file deeds and other documents location or time of day greatly electronically through the improves client access to this Department's Companies and important information required to Deeds Online (CADO) system. search title ownership of property. Allowing users to file deeds online moves the registry from a strictly paper-based system into an electronic system, which was a Department of Government Services 25 Annual Report 2010-2011 core goal of CADO when it was first documents and and must be handled launched in 2004. By allowing with due care and attention. Protection electronic filing, users will enjoy and preservation of these records are quicker and easier service which will critical for stakeholders in the real be passed along to their clients and estate and commercial industries. customers. Timely and relevant standards in the Relocation of Commercial area of mechanics liens, Registrations Division condominiums, On March 9, 2010 the Commercial personal property and lobbyists: Registrations Division opened its new modern facility at 59 Elizabeth Mechanics liens registry integrated Avenue in St. John's. The new into Companies and Deeds Online location has been designed with (CADO) system client service, and record protection, In 2006, the Commercial Registrations and record preservation in mind. Division integrated the Mechanics Liens Land title registrations dating back to Registry into the Companies and Deeds 1825, records of corporations dating Online (CADO) system. Clients back to 1900, and other real searching this Registry from their home property and commercial records will or office regardless of time of day can be stored in a protected room now quickly determine the existence of featuring archival-standard any outstanding liens against real environmental controls for property. preservation of these significant records. As well, the new site has a Digitization of registries client-focused functional layout In 2007, the Commercial Registrations permitting ease of access to registry Division commenced a paper records in an appealing, publicly conversion project for the Registry of accessible, library atmosphere. Deeds that will digitize registrations from 1982 back to 1825. This project is currently ongoing and anticipated to be completed within five years. Once digitized, the entire Registry of Deeds will be electronically available and accessible through the Department's Companies and Deeds Online (CADO) system.
New condominium legislation to improve consumer protection New research policies created to The Condominium Act, 2009 received protect the collection of registry Royal Assent on December 22, 2009 records and is pending proclamation. This new Coinciding with its office move in act will repeal and replace the former March 2010, the Commercial Condominium Act. The legislation was Registrations Division implemented completely rewritten with aims to new policies and procedures with improve consumer protection respect to usage of the Registry's (especially for first time buyers), archival holdings. Many of the improve the day-to-day operation of Registry holdings which date back to condominium corporations and allow 1825 are irreplaceable original for new types of condominium developments.
Department of Government Services 26 Annual Report 2010-2011 Enhancements made to Lobbyist It has been determined through a Registration Act review of the Division's policies and On January 1, 2009 the Lobbyist standards related to the dispute Registration Act was amended to resolution process that the existing allow for the inclusion of the City of standards are still relevant. For St. John's under the definition of a instance, the Division has the public office holder. This includes (i) following service standard related to a member of council, (ii) an officer, timeliness of the issuing of orders director or employee of the city, or arising from hearings: “orders are to (iii) a member of the board of a city- be released within 30 days of the controlled entity and the chief Hearing.” While there are executive officer, officers, directors exceptional circumstances when and employees of that entity. The this standard cannot be met, this is amendment broadened the the goal that the Division aims to registration and disclosure achieve. It is recognized that requirements making transparency opportunities exist to establish and accountability more prevalent to additional service standards in the the public. area of residential tenancy disputes. Over the next year the Division is Timely and relevant standards in committed to establishing further the area of resolution of performance management residential tenancy objectives and associated service disputes: standards to improve service quality.
The Residential Tenancies Division Timely and relevant standards in helps to mediate or adjudicate the area of regulation of claims filed by landlords and companies and tenants as mandated by the individuals in the financial Residential Tenancies Act, 2000. services sector: On average, the Division resolves 500 claims per year. In 2002, the Securities requirements Residential Tenancies Division modernized implemented a Policies and In August 2007, a new Securities Procedures Guidebook which Transfer Act came into effect. This includes service standards related legislation harmonized securities to residential tenancy disputes. The transfer laws with other Canadian legislation and the guidebook jurisdictions and markedly reduces provide for an effective and efficient cost and risk in the securities residential dispute process. The settlement system and improves the process is clearly outlined from the global competitiveness of Canadian initial stages when a claim or capital markets. This harmonized concern is identified up to and Canadian legislation is recognized including potential appeal to the as being in the forefront trial division. The Residential internationally. Tenancies Division makes every attempt to resolve disputes through On February 1, 2008, the mediation rather than through Department adopted Multilateral formal hearings and potential court Instrument 62-104 - Take-Over and action. Issuer Bids - as a rule under the Securities Act. This harmonized the province's requirements with those in 11 other Canadian jurisdictions Department of Government Services 27 Annual Report 2010-2011 thus eliminating duplication and registration categories and higher inconsistencies for offerors that proficiency standards for some wish to conduct a multi- registrants. These comprehensive jurisdictional take-over bid. This requirements should benefit also updated various provisions investors and allow for more related to such bids and provided effectively regulation of market automatic exemptions from some participants. requirements that were previously provided on a case by case basis Barrier removed to enable the through an exemption application movement of real estate agents process. throughout Canada In 2008-09, the Real Estate Effective March 17, 2008, the Trading Act was amended to Department adopted Multilateral eliminate the barrier to the Instrument 11-102 Passport movement of real estate agents System; National Instrument 11- throughout Canada. This new 202 Process for Prospectus requirement is in line with the Reviews in Multiple Jurisdictions; Agreement on Internal Trade, and National Instrument 11-203- permitting the movement of people Process for Exemptive Relief and licences among provinces. Applications in Multiple Jurisdictions. The Passport System New real estate education allows a public company or program implemented investment firm to access Canada's On February 1, 2010, the capital markets through a single Newfoundland and Labrador window by having them deal only Association of Realtors (NLAR) in with their principal regulator. partnership with the Financial Passport focuses on the main Services Regulation Division, areas of securities regulation: launched a new Real Estate prospectus review; continuous education program for salespeople. disclosure; discretionary The new program replaced an exemptions and registrations. The outdated program and now reflects Securities Act was amended in current industry standards. It is December 2008 to provide for the based on national standards and is implementation of a new national a self-study course with an registration regime for firms and examination component. The individuals that sell securities, offer course for this program is investment advice or manage administered by NLAR and exams investment funds. This national are proctored by the College of the regime became operational on North Atlantic's campuses September 29, 2009, when the throughout the province. Moreover, Department adopted National where mutual recognition is in Instrument 31-103 - Registration place, salespeople from other Requirements and Exemptions - as jurisdictions will now only have to a rule under the Securities Act. complete the Newfoundland and This harmonizes, streamlines and Labrador specific portion of the modernizes registration course and pass the supplement requirements, which will help exam to receive a licence to create a more efficient business practice in this province. environment resulting in cost savings for industry. There are new
Department of Government Services 28 Annual Report 2010-2011 Timely and relevant standards in through one Lottery Licencing the area of registration of Officer as was the case up to that pension plans: time, all front counter staff within the Division were trained and are Enhancements made to Pension now able to answer routine Benefits Act, 1997 questions concerning rules and the Amendments to the Pension filing of applications thus providing Benefits Act, 1997 were made in ease of access to these licences. April 2008. As a result of these This basic training and mentoring changes, a single employer pension continues to be offered on an as plans is now required to fund any needed basis. As a result of this deficit in the pension plan if the service improvement, the Division plan was terminated. Previously, the has been able to better correlate employer, who is the plan sponsor, resources and service levels, while did not have to fund any deficit in at the same time enhance the plan if it was terminated. This customer service. meant that member benefits could be reduced on wind-up of the plan. Increased achievement of With this new legislation, the enforcement standards in the employer is required to pay the area of insurance, securities, deficit and plan members still real estate, and mortgage receive their full pension benefit. brokers and increased achievement of enforcement Timely and relevant standards in standards in the area of the area of issuance of financial scams: charitable gaming licences: In 2009, the Financial Services The Department regulates Regulation Division commenced charitable and non-profit legislative reviews related to the organizations' lottery fundraising areas of insurance, securities, real activities. Licences are required for estate, mortgage brokers, and games that are conducted by financial scams. These reviews charitable and not-for-profit determined the need to amend organizations and include bingo, legislation to enhance consumer ticket lotteries, games of chance, protection in order to achieve card games, monte carlo events increased enforcement in these and breakopen tickets that are sold areas. at bingos and other fundraising events. As a result, enhancements were made to the following legislation in The Consumer Affairs Division which 2010-11: Securities Act; is responsible for the issuing of Insurance Adjusters, Agents and charitable gaming licences Brokers Act; Insurance Companies determined in 2006 that Act; and the Prepaid Funeral inefficiencies existed in the issuing Services Act. The enhancements of these licences. In an effort to do harmonized the investigation tools a better job in meeting service in each Act and strengthened the expectations and to help customers investigative powers by authorizing make better use of these services, a investigators to summon and decision was made to alter the compel testimony and compel service delivery methodology. production of documents, to seize Rather than provide this service evidence when executing a search warrant and to obtain a court order Department of Government Services 29 Annual Report 2010-2011 to compel a business to produce and pass over documents to the investigator.
These Acts were also enhanced with the provision that an order can be issued to freeze funds in an account with a financial institution where evidence exists that the funds may have been obtained from consumers improperly. These funds would be returned to consumers where it was subsequently determined that they were indeed obtained inappropriately.
Fines for violating the legislation have been increased and it is now a violation of legislation to impede an investigator in carrying out his or her duties. Although legislation sets a maximum fine, in cases where the amount gained by the person who violated legislation exceeds the maximum fine a judge may impose a fine of up to three times the amount gained.
In 2009-10, the Department had discussions with the Newfoundland and Labrador Association of Realtors (NLAR) regarding self-regulation for the real estate industry. It was decided they would not pursue self regulatory status at this time. The Department is continuing to explore enforcement standards in relation to the real estate industry.
Department of Government Services 30 Annual Report 2010-2011 Outcome of 2008-11 Goals
The following section describes the outcomes of the Department's goals, fulfilling requirements outlined in the Transparency and Accountability Act to report to the people of Newfoundland and Labrador on the Department's progress for fiscal years 2008-11.
Strategic Issue 1: Service Access
Providing service to the province’s widely dispersed population is a constant challenge for the Department. While there is a growing trend towards online access, there are still many services which require over-the-counter contact, and many citizens who prefer that method. The Department is committed to expanding ease of access to its services.
Goal: By 2011, the Department of Government Services will have increased ease of access to it’s services via one or more delivery channels. Measure: Increased access. Indicator: Increased access to information online. Indicator: Increased number of interactive services available online. Indicator: Improved phone system. Indicator: Increased number of offices offering full service.
Results Achieved Department's website in an effort The following details the to increase access to information Department's progress toward the online regarding the programs and achievement of the planned results services provided by the for 2008-11 as they relate to the Department. The website now strategic issue 'service access.' includes more intuitive navigational and search functions Increased access to information such as a 'Forms and Applications' online section (i.e. Electrical Permit/Inspection, Fuel Storage Given that the initiatives identified and Handling Registration, in this section were intended to Application for Real Estate compliment the existing avenues Salespersons Licence, Application for obtaining this information, for Birth Certificate, etc), a thereby enhancing ease of access 'Publications' section (e.g. and convenience, a measurement Strategic Plans, Annual Reports, by which to compare an increase in etc.), as well as a 'Frequently access to information online (i.e. Asked Questions' section. number of website hits) was not established. Registered Electrical Contractors by Region Made Enhancements Made to Available Online Departmental Website In 2009, a list of active In 2008-09, significant electricians, registered by region, improvements were made to the was made available on the Department's website. This online Department of Government Services 31 Annual Report 2010-2011 information provides convenience (CADO) system. Allowing users to and ease of access to persons file deeds online moves the registry looking for a registered electrician in from a strictly paper-based system their region. These lists are available into an electronic system, which at the following website address: was a core goal of the Department www.servicenl.gov.nl.ca/licenses/elec when CADO was first launched in trical. 2004. By allowing electronic filing, users now enjoy quicker and easier List of Approved Septic Tank service. Designers Made Available Online In 2009, a list of approved septic Online Vehicle Renewal tank designers was also made In 2009, vehicle owners were available on the Department’s provided with the option to use a website. Similarly, this list was put debit card to pay for their vehicle online to provide convenience and registration renewals online, in ease of access to persons looking addition to the existing e-service for such services within the province. option of paying with a credit card. It can be found at the following The Motor Registration Division is website address: the first provincial government http://www.servicenl.gov.nl.ca/license service to avail of on-line debit s/env_health/app_designer/approved card payment. Customers who _designers.pdf pay for their vehicle registration on-line continue to receive a 10 Increased number of interactive per cent discount. This means services available online: that a $140 annual vehicle registration paid on-line now costs BizPaL $126, regardless of the method of In February 2009, the Department payment. In 2009-10, 54 per of Government Services launched cent of vehicle registrations were BizPaL, an innovative online service renewed on-line and, in 2010-11, that provides entrepreneurs with 56 per cent were renewed on-line. simplified access to the information on permits and licences they need Online Road Test Receipts to establish and run their In June 2010, receipts for businesses. It is jointly managed by payment of road test fees were a partnership involving governments made available online through the at the federal, provincial, territorial Department's website. While and municipal levels. As of March customers are still able to obtain a 31, 2011, 26 communities in the road test receipt in person at a province have signed onto this Motor Registration Division (MRD) initiative. location, the online receipt is intended to provide customers with Online Registration of Deeds greater efficiency. This service The Registration of Deeds Act, enables customers the 2009, proclaimed on December 13, convenience to pay for their road 2010, facilitated the capability of test online, rather than having to authorized users to file deeds and wait in line at an MRD or GSC other documents electronically office. through the Department's Companies and Deeds Online
Department of Government Services 32 Annual Report 2010-2011 Improved phone system: advance of being submitted, which reduces processing time and In fiscal year 2008-09, the specialized program areas such as Department of Government driver examinations, driver records Services continued its pilot of a new and the medicals section only phone system to handle calls to the receive calls pertaining to their files, Motor Registration Division (MRD). as opposed to fielding numerous A Teleservice Centre was general calls. Overall, the established in Corner Brook, with Department has received very four dedicated staff members, and positive feedback from users, while began taking calls on July 8, 2008. complaints to the Department By the end of the fiscal year, the regarding MRD telephone service centre had received 88,658 calls, have decreased significantly. with the number steadily climbing. In 2010-11, six staff comprised the During the 2010-11 budget Teleservice Centre and a total of process, the Department received 159,886 calls were received. The approval to make the Motor total number of calls received as of Registration Teleservices Centre in March 31, 2011 was 391,697. Corner Brook, and its associated staff, permanent. This new service delivery model has significantly improved service Increased number of offices delivery by meeting the public's offering full service: need for improved access and responsiveness. It also enhanced Providing seamless service delivery service quality for the MRD phone for the citizens of the province was a system, formerly a 35-channel, key area of focus for the automated system which often Department in fiscal years 2008-11. resulted in dropped/unreturned Integral to this priority was a calls, long waiting times and commitment to expand services to general dissatisfaction. The new include full Motor Registration system has also resulted in Division services at Government streamlined policies and work Service Centres (GSC's) in Happy procedures among the regional Valley-Goose Bay and Gander. As a offices, as outdated or inconsistent result, new services that are now application of policies are being available in both of these regional identified and addressed. These office locations include being able to factors have resulted in a notable obtain driver's licences, photo IDs, overall improvement in customer licence plates and stickers directly service. over the counter, and the ability to transfer vehicles from one owner to Regional office staff also reported another. Previously, these offices that they received fewer local calls could accept documents from and were therefore better able to customers but had to send them to concentrate on their face-to-face another office for processing. counter service and other required duties, such as the processing of In addition, Motor Registration mail and completion of banking Division and Government Service services. Forms are being Centre offices were integrated on completed properly by clients in the Burin Peninsula in Marystown and in Grand Falls-Windsor.
Department of Government Services 33 Annual Report 2010-2011 Additional staff resources were also added in St. Anthony and Stephenville in order to enhance service delivery. While these are not completely full service operations at this point, service offerings have been increased in these locations which has led to a significant improvement in service delivery
Strategic Issue 2: Service Type
The Department of Government Services was created with a view to consolidating licensing, permitting, inspection, and other regulatory functions within Government as much as possible, as well as providing a single-window of access with Government for citizens. The Department is committed to expanding the types of services which citizens can obtain through our Government Service Centres (GSCs), where it is feasible and efficient to do so.
Goal: By 2011, the Department of Government Services will have increased the types of services delivered through the Government Service Centres as identified through a planning process. Measure: Expanded single-window model. Indicator: Increased number of service types.
Results Achieved database, those involving The following details the licensing, permitting, inspections, Department's progress toward the issuance of certificates and achievement of the planned provision of applications / forms results for 2008-11 as they relate were evaluated for potential to the strategic issue 'service addition to the Government type.' Service Centres (GSC) offerings. As outlined within this document, Increased number of service strategies for the adoption of types: services offered by other departments within Government Single Window Delivery Model In 2009-10, the Policy and were considered, with likely Strategic Planning Division candidates identified. completed a preliminary review of Initial consultations with services within Government for departments respecting priority possible consideration within the services which could be single-window model, using a transferred and/or co-located were database of services compiled by carried out in fiscal year 2009-10. the Office of the Chief Information All Deputy Ministers within the Officer (OCIO). From that Provincial Government were
Department of Government Services 34 Annual Report 2010-2011 consulted on the Department's time to access various services, single-window service delivery regional travel patterns and model in an effort to determine population density. The GSCs were potential mutual areas of interest also polled to identify areas of as they relate to providing better concern which had been raised by service delivery and/or expansion. consumers regarding the location of A departmental representative GSC's and the types of services from each department was offered. assigned to participate in this initiative and move it forward. Information sessions and one-on- one meetings with these representatives occurred in fiscal year 2010-11. Discussions with federal government officials about potential collaborative service delivery initiatives, including bundling of services (e.g. birth registrations and the issuing of social insurance numbers) also took place during the 2008-11 planning period. The Department continues to make progress towards this goal.
Government Service Centres New St. Anthony GSC office expansions In fiscal year 2007-08, in an effort This review allowed the Department to gain a clearer picture of how to identify opportunities for improved accessible our Government service delivery which resulted in a Service Centres (GSC) are to the recommendation to Government, public in terms of location and and subsequent approval, to expand number, the Department engaged services over the next couple of the services of the Newfoundland years. This recommendation was and Labrador Statistics Agency approved and as a result: and its Geographic Information Science (GIS) technology. The ŸIn December 2009, the review provided an evidence- Department expanded MRD based assessment to better services in St. Anthony and determine current accessibility to Stephenville so that customers citizens with existing infrastructure. in these areas can now pay for It also evaluated future expansion and receive road tests, in-transit alternatives based upon driving permits and can pay outstanding fines. Previously, consumers Department of Government Services 35 Annual Report 2010-2011 were required to visit other GSC locations offering these services or a bank or credit union to complete their financial transactions.
ŸIn fiscal year 2010-11, the GSC office in Grand Bank was relocated to Marystown to provide more centralized and consolidated services to Burin Peninsula residents.
ŸIn fiscal year 2010-11, the GSC in Happy Valley-Goose Bay was expanded to provide full service, over-the-counter Motor Registration services.
ŸMRD offices and GSC offices in Grand Falls-Windsor were co-located in the Provincial Building in fiscal year 2010-11.
ŸThe process of co-locating MRD offices and GSC offices in Corner Brook began in fiscal year 2010-11. It is expected that this process will be finalized in Fall 2011.
Strategic Issue 3: Customer Service
Not only do customers expect a variety of services, and easy access to them, but they also expect the quality of those services to be high. The Department of Government Services is committed to focusing on ways to improve the skills and resources needed to consistently provide superior service.
Goal: By 2011, the Department of Government Services will have increased capacity to support improved customer service.
Measure: Improved customer service. Indicator: Developed and implemented training program for all customer service personnel. Indicator: Developed customer service protocols in select areas.
Results Achieved In fiscal year 2008-09, the The following details the Department of Government Services Department's progress toward the partnered with the Strategic Human achievement of the planned results Resources Management Division to for 2008-11 as they relate to the review “Service Excellence: Putting strategic issue 'customer service.' Citizens First,” a federal program offered by Service Canada at the Developed and implemented Service Canada College in Regina, training program for all customer Saskatchewan. This program was service personnel: subsequently adapted to suit the needs of provincial employees. A trial run of the program was Department of Government Services 36 Annual Report 2010-2011 completed in the same fiscal year. It Developed customer service was completed in partnership with the protocols in select areas: Department of Human Resources, During the 2008-11 planning Labour and Employment with 15 period, the Department focused on employees from each Department, increasing its capacity to support including a mix of front-line, improved customer service. This supervisory, and management involved the preliminary personnel. Upon completion of this development of a framework to pilot, feedback from participants was enhance customer service by used in finalizing the training modules. developing protocols in select areas. In 2009-10, the new “Service As such, the Department committed Excellence” training program was rolled to the ongoing professional out with an objective of having all front- development of staff in relation to line, supervisory and management staff the delivery of service excellence. participate over time. This training is The above noted comprehensive part of the Department's overall training plan (indicator #1) initiative to enhance the service- constitutes a significant component oriented culture of the organization. of this framework. The Department The initial focus has been on 'front-line' is committed to the ongoing service providers. To date, development and implementation of approximately 452 Departmental its professional development plan. A employees (88% of staff) have received second component of the this training. Department's customer service commitment framework involves the In addition, in 2009, 25 departmental development of customer service managers and supervisors took part in standards. Details regarding the Level I Certified Service Manager specific activities undertaken by the (CSM) training offered by the Institute Department related to the for Citizen-Centred Service (ICCS). This development of customer service program has been developed by the standards are outlined on page 43 ICCS in partnership with federal, of this report in the Outcome of provincial and territorial governments, Objectives section. Further based on a recognized need for development and implementation of effective transfer of knowledge related this framework is addressed in the to the complexities of delivering and Department's 2011-14 Strategic managing citizen-focused services. It is Plan. uniquely targeted at public sector managers and supervisors with responsibility for managing direct service delivery to the public. The next phase of this training program (Level II) will commence in fiscal year 2011-12.
Department of Government Services 37 Annual Report 2010-2011 Outcome of 2011 Objectives
The following section describes the outcomes of the Department's objectives, fulfilling requirements outlined in the Transparency and Accountability Act to report to the people of Newfoundland and Labrador on the Department's progress for fiscal years 2010-11, the final year of our 2008-11 Strategic Plan.
Strategic Issue 1: Service Access
2010-11 Objective By March 31, 2011, the Department of Government Services will have implemented changes to increase access to its services. Measure: Changes to increase access implemented
Indicator: Expansion of Motor Registration Division services in the Marystown Government Service Centre.
Indicator: More communities added to BizPaL.
Indicator: Online registration of deeds available.
Indicator: Undertake a study related to expansion of hours of service in select areas.
Results Achieved surrounding communities received The following details the limited MRD services through the Department's progress toward the Eastern regional GSC in achievement of the planned results Clarenville. The expansion of for 2010-11 as they relate to the these services at Marystown strategic issue 'service access.' eliminates the often lengthy waiting or travel time for clients on Expansion of Motor Registration the Burin Peninsula to obtain Division Services in the services such as driver's licence Marystown Government Service photos and written tests as well as Centre: driver’s licence abstracts. For example, prior to the expansion of In February 2010, the Government these services, customers would Service Centre (GSC) office in first go see the driver examiner Grand Bank was relocated to who would often give them forms Marystown as part of an effort to that they would then have to take consolidate and expand MRD and to the bank. This was time GSC services on the Burin consuming and frustrating for Peninsula. customers. Prior to the relocation, residents in Grand Bank, Marystown and
Department of Government Services 38 Annual Report 2010-2011 More communities added to BizPaL: Online Registration of Deeds Available:
Three more communities (St. John's, On December 13, 2010, the registration Stephenville, and Happy Valley-Goose Bay) of deeds was made possible online. This were included in the initial launch of enabled authorized users such as law BizPaL in 2008. In fiscal year 2010-11, firms, title search firms, and financial BizPaL was expanded to include an institutions to file deeds and other additional 12 communities, bringing the documents electronically through the total number of communities with BizPaL Department's Companies and Deeds access to 26. This innovative service Online (CADO) system. Enabling users to provides entrepreneurs with simplified file deeds online moves the registry from a online access to the information on strictly paper-based system to a government (federal, provincial and modernized electronic system, which was municipal) permits and licences they need a core goal of the Department when CADO to establish and run their businesses. was first launched in 2004. It also Through collaboration with Industry provides users with a faster and more Canada and participating provincial, convenient service which is then passed territorial and municipals partners, BizPaL along to their clients and customers. is designed to reduce the time needed for Undertake a study related to business owners to obtain this key expansion of hours of service in select information. It also helps both business areas: and governments ensure compliance with regulatory requirements such as public The Department is constantly looking at health and safety and environmental ways to improve our service delivery, protection, among others. The especially through our Government Service communities in which BizPaL was Centres and other customer service launched in 2010-11 are: locations across the province. In the past year, a review of hours of operation at the ŸGlovertown ŸPort Blandford Motor Registration Division facility in ŸGarnish Mount Pearl was conducted to determine ŸBuchans if it was feasible to extend the hours of Ÿ Wabana service. This comprehensive study ŸMassey Drive examined all of the staffing and associated ŸLewisporte ŸChannel-Port aux Basques resource requirements related to ŸConception Bay South expansion of hours. It was determined ŸClarenville that, without additional staffing and other Ÿ Holyrood resources, this would be difficult to do at ŸGrand Falls-Windsor this time without negatively affecting For additional information on BizPaL visit overall service levels. Therefore, no change www.bizpal.gov.nl.ca. in hours of operation will occur at this time. The Department is committed to service excellence and will continuously assess potential areas, such as this one, to achieve service delivery improvements.
Department of Government Services 39 Annual Report 2010-2011 Strategic Issue 2: Service Type
2010-11 Objective By March 31, 2011, the Department of Government Services will have increased the types of services delivered through the single window delivery model as identified through the planning process.
Measure: Increased number of service types.
Indicator: Co-location of Motor Registration Division offices and Government Service Centres offices in Corner Brook and Grand Falls-Windsor.
Indicator: At least one new service identified for potential inclusion in the Single-Window Service Delivery Model.
Indicator: Identify potential priority services with other departments which could be transferred or co-located.
Results Achieved tendering process for renovations. The following details the The tender has since been Department's progress toward the awarded and the moving date for achievement of the planned results these offices is planned for Fall for 2010-11 as they relate to the 2011. strategic issue 'service type.' At least one new service Co-location of Motor Registration identified for potential inclusion Division offices and Government in the Single-Window Service Service Centres offices in Corner Delivery Model: Brook and Grand Falls-Windsor: Based on initial discussion with the On June 28, 2010, the Government Department of Education, the Services Centre (GSC) in Grand dissemination of high school Falls-Windsor relocated from its transcripts has been identified as main office located on 9 Queensway an area for potential inclusion in to the Provincial Building. Both GSC the Department of Government services and Motor Registration Services' Single-Window Service Division (MRD) services are now Delivery model. Establishing a available at this location. process to allow a client to request and pick up a transcript at their The co-location of the MRD and regional Government Service GSC offices in Corner Brook did not Centre (GSC) would provide a take place in fiscal year 2010-11 more efficient and convenient due to a delay in the public service. This would be of particular benefit for clients residing outside
Department of Government Services 40 Annual Report 2010-2011 St. John's, who would have the option to request and pick-up their transcript in person, rather than having to wait to receive it by mail. Clients would have to present proper identification at the GSC. Electronic records exist only for those students who attended high school since the implementation of grade 12. As such, transcripts for those clients who attended high school prior to the implementation of grade 12 will not be available through this service. Discussions regarding the feasibility of implementation are continuing.
Identify potential priority services with other departments which could be transferred or co-located:
Discussions have taken place with other departments regarding potential priority services which could be transferred or co-located within the Department of Government Services. Information sessions with other government departments were held in Fall 2010 and one-on-one meetings were conducted during the Winter 2011. Potential priority services were identified during these discussions; however, further analysis and information gathering is being undertaken to determine the viability of these opportunities, including information technology and resource considerations.
Strategic Issue 3: Customer Service
2010-11 Objective By March 31, 2011, the Department of Government Services will have increased capacity to support improved customer service.
Measure: Increased capacity to support customer service.
Indicator: Service Excellence training delivered to an additional 150 staff.
Indicator: Development of intranet and other internal communications strategies to support internal communications and employee engagement to enhance customer service.
Indicator: Development of customer service standards in two areas.
Department of Government Services 41 Annual Report 2010-2011 Results Achieved lead the initial development of the The following details the website. This group helped Department's progress toward the develop the initial parameters of achievement of the planned the website as it related to results for 2010-11 as they relate content and layout. Further to the strategic issue 'customer development of the intranet site, service.' including staff feedback and testing of the site's intuitive design Service Excellence training is currently ongoing. It is delivered to an additional 150 expected that the intranet will be staff: implemented by fiscal year end In fiscal year 2010-11, training in 2011-12. Once completed, the 'Service Excellence: Putting intranet website is intended to Citizens First,' was delivered to an serve as a main portal of additional 155 Department of communication that will engage Government Services employees. and inform staff throughout the This training course is intended to province about any changes, provide departmental employees developments, and achievements with improved skills in delivering within the Department. quality customer service and to Internal Staff Survey enhance the service culture within In December 2010, all the Department. Since its Department of Government implementation in 2009-10, a Services' employees were asked total of 452 departmental to provide direct and meaningful employees have participated in input into the Department's this training. Further information strategic planning process by regarding service training is completing an internal staff available in the “Outcomes of survey. Feedback received from 2008-11 Goals” section of this this survey was instrumental in report. helping shape and determine some of the Department's key Development of intranet and priorities and commitments for the other internal communications 2011-14 planning period, strategies to support internal particularly as they relate to communications and employee customer service excellence. engagement to enhance customer service: Increased Communications Department-Wide Intranet As a result of an internal Development of the Department's communications plan developed intranet website commenced in by the Department's Director of Winter 2011. A small focus group Communications, electronic news of various departmental releases are now delivered to all employees was established to departmental staff. This initiative
Department of Government Services 42 Annual Report 2010-2011 engages employees and helps to Initial Design Approval enhance customer service by Applicants are required to submit a serving as another complete set of plans/designs for communications avenue for septic system approval which meet the keeping staff updated and requirements of the provincial Private informed of what is happening Sewage Disposal and Water Supply within the Department in a timely Standards, 2006. These standards manner. were developed in order to implement Strategic Human Resources the requirements of the Sanitation Management Workshops Regulations under the Health and In 2010-11, the Strategic Human Community Services Act. Resource Management Division developed and delivered a series Further, the applicant (typically a of workshops to the managers homeowner or developer) is required and employees of the to hire an Approved Designer who Department. The intent of the must be registered through a regional workshops was to enhance Government Service Centre (GSC). managers' and employees' Lists of Approved Designers are understanding of the human available on the Department’s website: http://www.servicenl.gov.nl.ca/ resource functions that can licenses/env_health/app_designer/inde improve internal communications x.html as well as from any of the and increase employee regional Government Service Centre engagement within the locations. department. Improving employee relations knowledge is a key Throughout 2010-11, customer component in improving customer service standards were developed to service. The workshops included: enhance the approval process for the Understanding Employee initial design and post-installation Relations - Case Studies; Creating inspection of septic systems. These a Respectful Workplace - standards were approved in March Employees; Organizational 2011. As a result, upon receipt of a Development - What it is and how complete set of plans, under normal do I access?; and Integrated circumstances, review and approval Disability Management - How it will now be completed within ten (10) Works. working days, and a Certificate of Approval issued to the applicant within Development of customer that time frame. Applications with service standards in two areas: missing information and/or Septic Systems: Initial Design submissions which need correction or Approval and Post-Installation revision may delay the approval Inspection and Approval process for up to a further ten (10) working days after complete information is received.
Department of Government Services 43 Annual Report 2010-2011 Given diverse weather and soil Processing of Applications for conditions in various parts of the Electrical Permits and Associated province, site evaluations may not Inspections be possible for a portion of the year. Applications for Electrical Permits: As such, a regional GSC may not be able to accept submissions by Registered Electrical Contractors Approved Designers year round. planning to conduct electrical work Regional offices should be contacted on any residential or commercial to determine response times for property must purchase an electrical septic system inspections during installation permit prior to the start of certain times of the year or periods any electrical work. An application of prolonged adverse weather for a permit can be hand-delivered, conditions. Contact information is mailed or faxed to the regional available on the Department's Government Service Centre (GSC). website: www.servicenl.gov.nl.ca. Electrical plans of the proposed installations are also required for Post-installation Inspection and Final commercial permits. Approval: Throughout 2010-11, customer In fiscal year 2010-11 customer service standards were developed to service standards were also enhance electrical permit application developed regarding notice to processing. These standards were schedule a post-installation or approved in March 2011. As a backfill inspection. These standards result, upon receipt of a complete were approved and implemented in application and appropriate fee, March 2011. As such, advance applicants can now expect an notice of five (5) working days is now electrical installation permit to be required to schedule a post- issued within one (1) hour for walk-in installation or backfill inspection. service. Further, all completed This inspection is done to ensure applications (with plans, if required) that the system has been installed in received by mail or fax are now accordance with the approved processed within one (1) business design. Systems may not be day. covered over with soil until this inspection is completed and In all situations, permits can be approval given. If the five day picked up in-person or sent via timeline cannot reasonably be met regular mail. When applications are due to extenuating circumstances, processed in the morning, permits the Environmental Health Officer will be mailed to applicants the same responsible, or a designated staff working day. When applications are person, will contact the client within processed in the afternoon, permits this five day period to arrange will be mailed the following working another mutually acceptable day. response time.
Department of Government Services 44 Annual Report 2010-2011 If the application is not complete (i.e. deemed necessary by the Technical all required documentation is not Inspector II (Electrical), an inspection included), the applicant will be will normally be conducted within two contacted by GSC staff immediately (2) working days after the day on which after review, to request the required the request is received. In the event information. that this inspection cannot be carried out within the timeframe, the Inspector, Electrical Inspections (Rough- or a designated staff person, will contact in/Service Connection and Final the contractor within that same two day Inspections): timeframe to arrange for another mutually agreed upon inspection time. The inspection process may involve Connection authorizations will now be three stages: rough-in/service issued to the electrical service provider connection, this will be the first (Newfoundland and Labrador Hydro or inspection. The second inspection will Newfoundland and Labrador Power) normally be the final one. However, if a field order is issued in either a first or second inspection, a third inspection is completed to ensure compliance with field orders. Rough- in inspections are required once wiring and service is completed but before gyproc or other wallboard covering is installed (i.e. while wiring and service outlets are still exposed). Once electrical work has been completed, electrical contractors must contact the GSC indicating the scope of work completed and within 48 hours of a satisfactory whether or not a service connection connection inspection. Once the final or final inspection is required. If a inspection has been completed to the contractor is designated as a Code 1 satisfaction of the Inspector, a final contractor, they may file a certificate will be issued to the Electrical representative report in lieu of an Contractor within two (2) working days. inspection. However, some Code 1 work will be inspected for audit Note: This permitting and inspection purposes. process applies to all areas of the province except the City of St. John's, Customer service standards were also where permits are issued and approved for electrical inspections in inspections are carried out by this City’s March 2011. These new standards own Electrical Inspectors. specify that if an inspection is
Department of Government Services 45 Annual Report 2010-2011 Opportunities and Challenges Registry of Deeds Verification Regulations in 2009, the need for Project a 'Process Safety Management This fiscal year the verification Code of Practice' for the project was renewed in the budget petroleum sector was identified. for another five years. This project Given the anticipated increase of is a conversion project for the activity within this sector, including Registry of Deeds that will digitize potential petroleum development registrations from 1982 back to projects, the creation of such a 1825. Once digitized the entire code of practice would be a very Registry of Deeds will be timely and proactive measure. A electronically based and working group, which includes accessible through the representation from the petroleum Department's Companies and industry, labour and government, Deeds Online (CADO) system. was established in 2009 to develop the parameters around Occupational Health and Safety this code of practice. To date, a Regime (Offshore) for the draft Process Safety Management Atlantic Accord Code of Practice has been The Province and the Federal developed and distributed to Government are developing a targeted stakeholders for comprehensive occupational comment. Consultation is health and safety regime for the ongoing at this time. Newfoundland and Labrador offshore. These activities will result Condominium Act and in amendments to the Canada- Regulations Newfoundland Atlantic Accord The Condominium Act, 2009 Implementation Act. The provincial received Royal Assent on Occupational Health and Safety December 22, 2009 and is Branch will have administrative expected to be proclaimed in the oversight for the updated regime. Fall of 2011. This new Act will If approved, these new repeal and replace the former responsibilities may require Condominium Act. This new additional resources and expertise. legislation aims to provide Consultations with stakeholders increased consumer protection for were concluded in fiscal year condominium owners (especially 2010-11. for first time buyers), to improve the day-to-day operation of Process Safety Management condominium corporations and to Code of Practice for Petroleum allow for new types of Sector condominium developments. The During the consultations with our accompanying regulations, the stakeholders on the proposed Condominium Regulations, 2011, Occupational Health and Safety will come into force on the day the Act is proclaimed. The Regulations
Department of Government Services 46 Annual Report 2010-2011 aim to enhance consumer protection by ensuring appropriately qualified persons conduct reserve fund studies and prescribing requirements respecting the reserve fund studies.
Moose-Vehicle Collision Awareness The Department’s Motor Registration Division, in consultation with the Department of Environment and Conservation, has recently undertaken an initiative to develop revised driver training curriculum to cover moose-vehicle collision awareness. This new material will be incorporated into the Graduated Driver Licence Curriculum in the near future.
Legislative and Regulatory Framework The Department recognizes there is a need to continuously ensure that its legislative and regulatory framework is relevant, meaningful and necessary. As such, one of the Department's key priorities for the 2011-14 planning cycle includes focusing on improving its legislative and regulatory framework. This commitment poses a significant opportunity in the area of regulatory reform for the province's citizens, yet poses a challenge for the Department given the over 175 pieces of legislation and associated regulations, standards and codes of practice under its authority. More detailed information regarding this key priority is available in the Department's 2011-14 Strategic Plan (available online at www.servicenl.gov.nl.ca/publications).
Department of Government Services 47 Annual Report 2010-2011 Annex A: Ministerial Entities
The Department is accountable for matters of common interest and nine public entities. The Credit concern to public accountants; Union Deposit Guarantee and the prescribing of standards Corporation (CUDGC) and the and other qualification required of Government Purchasing Agency individual applicants for a license (GPA) are category two entities as under the Act, the holding of defined by the Transparency and examinations if found necessary, Accountability Act, and provide and the setting and marking of independent business plans and examination papers for the annual reports to the House of purpose of determining the Assembly upon approval of the existence of those qualifications. Minister. The remaining seven The Board may also revoke entities are considered category licenses and prescribe the titles three entities. These include: that individuals engaged in public practice may use. ŸPublic Accountants Licensing Board * Public Safety Appeal Board ŸPublic Safety Appeal Board The Public Safety Appeal Board is Ÿ Advisory Council on Occupational established under Section 25(1) of Health and Safety the Public Safety Act to hear ŸBuildings Accessibility Advisory appeals from people who believe Board they have been wrongly treated ŸBuildings Accessibility Appeal regarding an order, notice, Tribunal ŸFinancial Services Appeal Board decision or action of the Chief ŸRadiation Health and Safety Inspector of Amusement Rides and Advisory Committee Elevating Devices, Boiler and Pressure Vessel Systems or A brief description of each of these Electrical Systems. It is an seven Ministerial entities are independent, quasi-judicial body outlined below: which has the function of hearing and adjudicating an appeal, and Public Accountants Licensing may confirm, revoke or vary the Board The Board is established under notice, order, decision or action of Section 3 of the Public the Chief Inspector. The Board Accountancy Act. The powers of comprises of five members the Board include: the granting or appointed by the Lieutenant- refusal of licenses under the Act; Governor in Council upon the keeping and publishing of the recommendation by the Minister Roll of Public Accountants in and meets only when an appeal Newfoundland and Labrador in the has been filed pursuant to Section Gazette; the consideration of 26 of the Act. Decisions by the
* The Public Accountancy Act was repealed and replaced by the Public Accountants Act in June 2011. As a result of these legislative changes the Public Accountants Licensing Board (PALB) is no longer considered a ministerial entity pursuant to the Transparency and Accountability Act.
Department of Government Services 48 Annual Report 2010-2011 Board are based on review of body serves in an advisory written and oral submissions and capacity only. documents. The Board's decision Buildings Accessibility Appeal may be appealed to the courts. Tribunal Advisory Council on The Buildings Accessibility Appeal Occupational Health and Safety Tribunal is appointed by the The Advisory Council on Lieutenant-Governor in Council Occupational Health and Safety is under the authority of Section 20 established under Section 12 of of the Buildings Accessibility Act, the Occupational Health and RSNL1990 B-10. The Tribunal's Safety Act. The duties and mandate is to hear appeals of responsibilities of the Council notices, decisions, directions or include providing advise to the orders confirmed or varied by the Minister on the administration of director under Section 17 of the the Act and Regulations; and any Buildings Accessibility Act. The matter relating to occupational Tribunal comes together as a health and safety that the Minister group only when the need arises has referred to the Council for and was inactive for the 2010-11 advice. fiscal year as there were no cases referred for its consideration. Buildings Accessibility Advisory Board Financial Services Appeal The Buildings Accessibility Advisory Board Board is appointed by the The Financial Services Appeal Lieutenant-Governor in Council Board is established under Section under the authority of section 18 3 of the Financial Services Appeal of the Buildings Accessibility Act, Board Act, SNL2005 F-9.1. The RSNL1990 B-10. The mandate of mandate of the Board is to hear the Board is to report to and appeals from persons impacted by advise the Minister of Government a decision or order of the Services on the application of the Superintendent of Securities under Buildings Accessibility Act and the Securities Act, Superintendent Regulations, and on all other of Insurance under the Insurance matters related to the Act and the Adjusters, Agents and Brokers Act, Regulations that may be assigned Superintendent of Real Estate to the Board by the Minister. The Agents under the Real Estate Buildings Accessibility Advisory Trading Act, and Registrar of Board consists of a chairperson, Mortgage Brokers under the representatives of persons with Mortgage Brokers Act. The Board disabilities, one representative of comprises five individuals the Department, other than the appointed by the Lieutenant- director, and those other members Governor in Council, with one that the Lieutenant-Governor in member being appointed Council may appoint. This public Chairperson. Board members have
Department of Government Services 49 Annual Report 2010-2011 the power of a commissioner requirements under the appointed under the Public Transparency and Accountability Enquiries Act. An appeal to the Act shall be fulfilled should there Board is to be heard by the be activity. The committee has Chairperson and two members. The not been reconstituted under the Act. Board comes together as a group only when the need arises and was Note: The activity reports and inactive in fiscal year 2010-11. plans of those entities considered active in accordance with the Radiation Health and Safety Transparency and Accountability Advisory Committee Act are available online at The Radiation Health and Safety www.servicenl.gov.nl.ca/publicatio Advisory Committee is established ns/. under Section 11 of the Radiation Health and Safety Act. The mandate of the Committee is to, at the request of the Minister, provide advice to the Minister on the administration of the Act and regulations; promote educational programs to those who may be exposed to the dangers of radiation emitting devices in the workplace; advise the Minister with respect to non-ionizing radiation emitting devices; review professional qualifications of persons applying for appointment as inspectors; and any matter relating to radiation health and safety that the Minister has referred to the committee for its advice. The Radiation Health and Safety Advisory Committee is funded by the Department of Government Services. The committee was inactive for the 2010-11 fiscal year, thus, the submission of an Activity Plan for 2011-14 is not expected. In the years in which there is no activity, this information will be provided through departmental annual performance reports. The
Department of Government Services 50 Annual Report 2010-2011 Annex B: Financial Statements
(Unaudited)
Department of Government Services 51 Annual Report 2010-2011 Department of Government Services 52 Annual Report 2010-2011 Department of Government Services 53 Annual Report 2010-2011 Department of Government Services 54 Annual Report 2010-2011 Department of Government Services 55 Annual Report 2010-2011 Department of Government Services 56 Annual Report 2010-2011 Department of Government Services 57 Annual Report 2010-2011 Department of Government Services 58 Annual Report 2010-2011 Department of Government Services 59 Annual Report 2010-2011