One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Vision:

Achieving cross government Service Request Coordinator (SRC) standardization.

Mission:

To continuously improve and implement SRC procedures and the overall SRC process in order to provide clients with excellent customer service.

Guiding Principle:

The SRC Committee will bring together the wants and needs of individual Ministries, Service Desk, and Provisioning/Operational teams to create a standardized “one GOA, one government, one employer” voice on the SRC process.

Organization Charter:

This organization charter sets out Committee objectives, individual member roles, responsibilities and accountabilities, as well as decision making and administrative details.

SRC Committee Objectives

The SRC Committee would like to achieve the following:

 Define the SRC role  Review and/or redefine existing SRC procedures and create new ones as required to attain standard, repeatable procedures and best practices  Listen to what works for one or more Ministries, and possibly adapt it for all Ministries  Create standard forms, with the goal of a single online form for submitting service requests  Investigate and provide access to tools and resources which may assist with the SRC role  Use innovative ideas to adapt to the continuously changing government environment  Have a customer service focus  Build a stronger partnership with the GOA Service Desk and IT Provisioning/Operational Teams by maintaining open lines of communication

______Page 1 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______ Ensure all Ministry SRCs are given information supplied or decided upon at Committee

______Page 2 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______SRC Committee Accountability and Governance

The SRC Committee as a whole is accountable to the Service Alberta ICT Service Delivery and Support organization, which will act as the conduit for communication between the SRC Committee and the Government of Alberta ICT/CIO Steering Committee.

Individual members are accountable to the Ministries they represent.

The SRC Committee plays a key role in the ICT Governance structure. See “Appendix B”.

Membership

Members Perspective – Committee members will be selected at the discretion of the Ministries they represent. They will speak for their Ministries, but compromise as required to help achieve the Committee’s Mission and Vision.

Committee Structure and Reporting – The SRC Committee will be made up of one representative from each government Ministry using the GOA Service Desk. See Appendix A. Membership will grow as Ministries transition to the GOA Service Desk. Current membership represents the following:

Corporate Human Resources (Phase 1) Environment (Phase 1) Finance & Enterprise (Phase 1) Housing and Urban Affairs (Phase 1) Infrastructure (Phase 1) Justice and Attorney General (Phase 1) Municipal Affairs (Phase 1) Service Alberta (Phase 1) Sustainable Resource Development (Phase 1) Transportation (Phase 1) Treasury Board (Phase 1) Health and Wellness (Phase 2) Solicitor General and Public Security (Phase 2) Executive Council and Public Affairs Bureau (Phase 3) Agriculture and Rural Development (Phase 4) Aboriginal Relations (Phase 5) Culture and Community Spirit (Phase 5) International and Intergovernmental Relations (Phase 5) Tourism, Parks and Recreation (Phase 5)

______Page 3 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Future membership will represent the list below. These Ministries can have participation in the Committee, but only as non-voting members, as their entire Ministry is not following GoA SRC processes and/or not using the GoA Service Desk.

Advanced Education & Technology Children and Youth Services Education Employment and Immigration Energy Seniors and Community Supports

As required, the Committee will establish sub-committees to focus on specific issues within the SRC Committee’s jurisdiction (for example, forms).

Roles and Responsibilities

SRC Committee Chair – The GOA SRC Coordinator will chair the SRC Committee and is responsible for creating agendas, capturing minutes, and coordinating and/or resolving the closure of action items and documenting on the Master Action Log.

SRC Committee Vice Chair – An SRC Committee Vice Chair, as determined by the Committee, will undertake responsibilities in the absence of the SRC Committee Chair.

Membership Commitment – The SRC Committee will meet at minimum once per month. Additional meetings may be required to discuss critical issues. Such meetings will be determined at the discretion of the Committee, with the date coordinated by the Chair.

Meeting Format – Meetings will be open to members of the Service Desk, Operational Teams, ITSM, or Ministry Services Service Delivery Managers (SDMs). These are non- voting participants, but may attend for the purposes of observation, learning, information sharing, etc.

Acting or Substitute Members – In the absence of assigned members, acting or substitute members may attend the monthly SRC Committee meeting and have the same voting privileges as the assigned members.

Decision Making

Decisions may need to be made for the purposes of:

. Adding, revising, or deleting SRC standards (role, procedures, forms)

______Page 4 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______. Initiating changes (through Service Alberta ICT governance) to Service Alberta service request processes or standards . Other decisions as required (cancel meetings, additional meetings, etc.)

Quorum – SRC Committee decisions require 75% of Phase 1 and Phase 2 Committee member response to achieve Quorum.

One Vote – Each Committee member within a Phased Ministry will receive one vote for each Ministry they represent; therefore, in the case of one member representing two Ministries, that member can cast two votes. The Chair will vote only in the event of a tie.

Consensus versus Voting – Every effort will be made to arrive at SRC Committee decisions through Phase 1 and Phase 2 Committee Member consensus. However, where consensus cannot be achieved, the Chair will call for a “majority rules” vote. Every effort will be made to make decisions at the monthly Committee meeting. For contentious issues requiring consideration, issues that come up between meetings or meetings with less than 75% of the members in attendance, decisions may have to be made through email.

Transparency of Decisions – Decisions will be captured in meeting minutes, showing discussion summaries, and numbers of how each Ministry voted in instances where there is a split decision. Decision votes through email will be posted on the SRC SharePoint site for auditing purposes. Decisions needing to go through SA ICT governance will be documented on a Decision Request form. See Appendix C. Action on decisions will be tracked in the Master Action Log.

Action on Decisions – Decision-making will be coordinated by the Committee Chair, and may involve action by the Chair, other Committee members, GoA Service Desk, and/or Provisioning teams. Decision Requests will be submitted by the Chair to the Director of Service Desk and Worksite within ICT Service Delivery & Support for movement through the SA ICT governance.

Revisiting Decisions – Should the Committee wish to revisit a decision, a re-vote may be called 6 months after the original decision was made, or sooner if there is a pressing need as defined and voted on by the Committee.

Administration

Bringing Issues or Decisions Forward – Issues and calls for decision-making can be added to the agenda by contacting the Committee Chair, or by adding them to the agenda at the beginning of the meeting. The Chair will send out reminders for any agenda items one week prior to the monthly meeting.

______Page 5 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Agendas, Minutes, and Action Logs – Agendas, Minutes, and Action Logs will be documented and issued by the Chair. Agendas will be sent out a minimum of two working days prior to the scheduled meeting. Meeting minutes and Action Logs (which will capture information, action items, and decisions) will be provided a maximum of five working days after the scheduled meeting. Members are responsible for bringing their own copies of Agendas, Minutes, and Action Logs to meetings.

______Page 6 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Appendix A – Committee Members

______Page 7 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Ministry Name Role Service Alberta (SA) Christy Perry Chair Aboriginal Relations and International and Intergovernmental Carole Schafer Voting Member Relations (AR/IIR) Agricutlture and Rural Sheri Dowson-Craig Development Voting Member (Terry Steel backup) (ARD) Corporate Human Resources Cheryl Kraynyk Voting Member (CHR) (Louise Sanford backup) Carolyn Kaminski Environment (AENV) Voting Member (Cheryl Hill Backup) Executive Council and Public Affairs Lori Lindquist Voting Member Bureau (EC/PAB) Finance and Enterprise (FIN Lien Ha Voting Member & ENT) Diane Penner (Menzies Health and Wellness (AHW) MacAllister and Voting Member Jack Semotiuk backups) Housing and Urban Christa Muller Development Voting Member (Leon Lee backup) (HUA) Infrastructure (INFRAS) Graham Thompson Voting Member Voting Member & Justice and Attorney General Myrna Giacomin Vice-Chair (JAG) (Michelle Redpath backup) Backup Municipal Affairs (MA) Linda Cooper Voting Member Voting Member & Service Alberta (SA) Chris Currie Vice-Chair Solicitor General and Public Charis Tiede Voting Member Security (SGPS) Sustainable Resource Brad Smith Development Voting Member (Leta Shannon backup) (SRD) Tourism, Parks and Katherine Willard Voting Member Recreation and Culture and Community Spirit

______Page 8 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______(TPR/CCS) Transportation (TRANS) Don Collins Voting Member Lynn Didriksen Treasury Board (TB) Voting Member (Sherree Clark backup)

______Page 9 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Appendix B – SA ICT Governance

January 21, 2011 – Being updated

______Page 10 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______Appendix C – Decision Request Form SRC COMMITTEE DECISION REQUEST FORM

Date: DR No. (from Decision Request Log):

1. Requestor Information

Name of Requestor: Phone:

Email Address:

Proposed Decision Description and References:

Description of Decision Requested:

Issue/ Problem Prompting Decision:

Justification: Hyperlinks:

Impact/Risk of Implementing Decision:

Impact/Risk of Not Implementing Decision:

Timing Considerations:

Alternatives:

Assumptions:

Constraints:

2. Initial Review Results of the Decision Request Initial Review Date: Assigned

(MM/DD/YYYY) to: Action Comments

______Page 11 of 12 One Government. One Enterprise ICT (Information and Communications Technology) Service Delivery and Support ______

3. Final Review Results of the Decision Request

Review Date: (MM/DD/YYYY)

Priority: (check one) High Medium Low

We have reviewed the information contained in this Decision Request Form and agree:

Name Title Signature Date (MM/DD/YYYY)

The signatures above indicate an understanding of the purpose and content of this document by those signing it. By signing this document, they agree to this as the formal disposition of this request.

Revision History (tracked as of June 2009)

Name Date Reason for Changes Christy Perry 02-Feb-11 Updated member list Christy Perry 21-Jan-11 Updated member list Christy Perry 12-Aug-10 Updated Voting Members Christy Perry 10-Sep-09 Added new members for CHR, and new Ministry/Members (EC/PAB) Christy Perry 29-June-09 Updated “Revisiting Decisions” section Christy Perry 11-June-09 Revised and clarified “Decision Making” section; added revision history and changed header/footer Christy Perry 25-Aug-08 Document Created

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