| Policy development for business transformation initiative |
| Land Title and Survey Authority, BC, 2011 |
 |
| Pam Stewart is currently contracted to provide policy research and policy discussion papers to support the Business Transformation Initiative which will streamline and automate land title registration functions. Reporting to the Director of Land Titles, she also prepares stakeholder engagement plans and communication materials to support consultations with 13 stakeholder groups regarding electronic filing of land title documents. |
 |
| Funding strategy for a non-profit organization |
| Skills Canada BC, 2010 |
|
| Pam Stewart was contracted by the Executive of a non-profit organization’s Board of Directors to write a sustainability strategy and tactical plan for development of new revenue streams and less reliance on government funding. The organization works with government, the education sector and the private sector to promote trades and technology careers among BC’s youth. Pam interviewed over 30 strategy advisors from industry organizations, the federal and provincial governments, and the education sector. |
|
| Governance model for a government-funded organization |
| Ministry of Advanced Education, BC, 2010 |
|
| Pam was contracted to develop a new governance model for BCcampus which is an independent organization that uses government funding to provide online learning infrastructure and services to BC’s colleges and universities. Students use BCcampus to find courses and submit admission applications online, and institutions use it to develop online courses. Pam worked with the Ministry and BCcampus leaders to produce a governance and accountability framework, a Memorandum of Understanding governing BCcampus operations and funding, planning and reporting requirements, templates for financial statements and performance indicators, Terms of Reference for a new Strategic Advisory Council, and standards for allocating grants through BCcampus to the colleges and universities. |
|
| SharePoint design and development |
| BC Ferries, 2010 |
|
| BC Ferries needed to standardize the management of documents for all IT projects, and support the implementation of a new Software Development Life Cycle (SDLC) for project deliverables. Pam Stewart gathered business requirements from IT Directors and senior managers, and designed and developed a SharePoint site that is now being used as a template by all IT projects to manage their project documents in alignment with the SDLC. She trained IT Directors, senior managers and project managers in how to use the SharePoint site and workflow features, and wrote detailed manuals for IT staff and the Project Management Office. She also designed and developed a SharePoint site for the Safety Department to manage hundreds of safety documents for use by staff at ferry terminals and on ships. |
|
| Business case for an enterprise content management solution |
| BC Ferries, 2009 |
|
| Pam Stewart wrote the corporate strategy, business requirements, and detailed financial business case for the procurement and implementation of an enterprise content management system for BC Ferries. She conducted workshops with representatives of business areas and the IT and Records Management groups, managed the requirements gathering process, and produced the financial estimates. |
|
| Government-wide videoconferencing service |
| Ministry of Labour and Citizens' Services, BC, 2009 |
|
| Pam Stewart was Project Director for the implementation of a new government-wide videoconferencing service offered by a central agency to all ministries. Pam worked closely with the TELUS service provider’s Project Manager and TELUS team, and government technical experts, to plan and create the new service offering. She reported to a Steering Committee of 4 Assistant Deputy Ministers who represented 4 divisions of the Ministry of Labour and Citizens’ Services. She also coordinated and communicated with project leads in all ministries. |
|
| Privacy, security and records management policies |
| Office of the Government Chief Information Officer, BC, 2008-2009 |
|
| Pam managed a project to produce privacy, security and records management policies to support the government-wide implementation of Microsoft’s new advanced communication and collaboration software. She conducted workshops with policy experts, managed the review and approval process, and wrote the final policy document. |
|
| Communications leader for government-wide adoption of new collaboration software |
| Office of the Government Chief Information Officer, BC, 2008 |
|
| Pam worked with program managers and communications staff to write materials that promoted the government-wide business adoption of Microsoft’s new advanced communication and collaboration software including instant messaging, SharePoint, Groove file sharing, and LiveMeeting desktop web conferencing. |
|
| New business model for data and network services organization |
| Ministry of Citizens' Services, 2008 |
|
| In support of a team of senior IT service managers and directors, Pam Stewart provided business analysis and writing services to draft a proposed business model for the BC government’s central organization that provides data and network services to all government ministries. The project objective was to develop a new business model that would outsource operational services, and enable the organization to focus on innovation in service development and managing outsourcing contracts. |
|
| Writer for e-licensing program |
| Ministry of Environment, 2008-2009 |
|
| Pam Stewart supported BC’s Freshwater Fishing e-licensing program by writing all web content for the public web site at www.fishing.gov.bc.ca, developing and maintaining that web site using web authoring software (Adobe Dreamweaver) and all online help text for e-licensing applications using RoboHelp. She also wrote a comprehensive system administrator’s reference manual, tutorials and guides for government staff and public users, and a Business Continuity Plan in the event of system outages. |
|
| Planning framework for implementation of post-secondary education recommendations |
| Ministry of Advanced Education, BC Government, 2007 |
|
| Pam was contracted by the Deputy Minister to draft a planning framework for implementation of the Campus 2020 recommendations to transform BC’s post-secondary education system, for discussion with stakeholders including Boards of Trade and post-secondary institutions. Under tight deadlines driven by a consultation schedule, Pam developed the planning framework based on a collection of non-integrated materials including comments on the Campus 2020 Report from internal Ministry workshops and analysis documents, various data assembled by Ministry staff, draft Cabinet Submissions, and draft targets and performance measures. |
|
| Project management and consultation for new e-licensing portfolio |
| Ministry of Environment, BC Government, 2007-2009 |
|
Pam was one of five Senior Project Managers responsible for (a) implementation of a common e-licensing system for Natural Resource Sector ministries and (b) planning the infrastructure and services of a new central E-Licensing program office that serves the Sector ministries’ projects and manages the 10-year contract with a software provider.
Pam was a member of the Project Management Integration Team that collaboratively managed the portfolio of e-licensing projects. She also wrote many of the standards and management documents for the E-licensing Office such as a common User Interface Standard for all e-licensing applications, a Testing Standard, a model Business Continuity Plan in the event of system outages, a Service Catalogue for the e-licensing program, an evaluation method for onboarding ministries' e-licensing projects, and she conducted usability assessments and wrote usability recommendations for several of the e-licensing applications. |
|
| Information Systems Plan for 6 ministries |
| Ministry of Environment, BC Government, 2007 |
|
The Deputy Minister to the Premier requested that the Natural Resource Sector Ministries find ways to collaborate on their IT capital plans. Pam Stewart was contracted by the CIO of the lead Ministry to draft the Natural Resource Sector Information Systems Plan for collaborative systems projects for the Ministry of Environment; Ministry of Agriculture and Lands; Ministry of Transportation; Ministry of Forests; Ministry of Tourism; Ministry of Energy, Mines and Petroleum Resources; and the Integrated Land Management Bureau.
Pam managed and facilitated a series of cross-Ministry workshops to explore opportunities for collaboration in nine topic areas including e-licensing, compliance and enforcement, property systems, and information sharing standards. She also produced resourcing and funding estimates for the collaborative projects. The Information Systems Plan was approved by a Natural Resource Sector committee of CIOs and the sponsoring Associate Deputy Minister. |
|
| Collaboration
with northern stakeholder post-secondary
institutions |
| Ministry of Advanced Education, BC Government, 2007 |
|
| Pam was Project Manager of the Northern Collaborative Initiative which created
an ongoing process where northern post-secondary institutions and the Ministry worked collaboratively to enhance the
impacts of post-secondary education on social and economic development in northern BC. Pam provided project management services to support the Ministry's Northern Team in organizing engagement with stakeholders. |
|
| Planning for implementation of Vancouver Community Court |
| Ministry of Attorney General, BC Government, 2006 |
|
Pam Stewart was contracted by the Ministry of Attorney General as Project Manager of the Planning Phase of this project to implement a new court in downtown Vancouver that adjudicates street crime offences and connects offenders with integrated social services. Pam reported to the Ministry’s Executive Lead for Social and Justice Integration (an ADM-equivalent position).
Pam worked frequently and directly with Ministry of Attorney General policy staff, Ministry of Public Safety and Solicitor General Corrections staff, the Judiciary, Crown Counsel, Defence Counsel, Vancouver Police Department, Provincial Court administrators, and project committee members from social service providers including the Vancouver Coastal Health Authority (VCHA) mental health and drug addiction programs, Vancouver Intensive Supervision Unit (VISU), Ministry of Social Services income assistance services, and BC Housing services for the homeless. |
|
| Outsourcing
of revenue management services |
| Ministry of Small Business and Revenue, BC Government, 2006 |
|
| Pam was Project
Director for the BC Government's project to outsource the Province's
billing and collection services to a large company under an Alternative
Service Delivery agreement. Reporting to an Assistant Deputy Minister,
Pam was responsible for managing the activities of multiple stakeholder
Ministries and working with the outsourcing company to complete the
first system Release. She was responsible for working with the Ministry's
and company's senior management and executive on risk management, issue
resolution, planning and stakeholder communications. She was also a
Team Lead supporting the Negotiation Team in a project to update the
terms of the 10-year outsourcing contract. |
|
| BC Ambulance Service infrastructure project |
| BC Ambulance Service, Ministry of Health, BC Government, 2005 |
|
| Pam managed the
first phase of this project to explore potential solutions and write
the Business Case to replace all BC Ambulance Service payroll, human
resources, ambulance staff scheduling, time and attendance, leave management,
and benefits administration systems with one integrated solution. The
project included solutions for outsourcing the payroll and benefits
administration business functions. She worked with a team of BC Ambulance
business experts to prepare business requirements and evaluate alternative
solutions. She also prepared cost estimates and wrote the Business Case
for procurement of the preferred solution. |
|
| Response to Ombudsman investigation |
| Government of British Columbia, 2005 |
|
| Pam Stewart managed
a Ministry's project to respond to an investigation by the provincial
Ombudsman resulting from a complaint by a public advocacy group about
the Ministry's procedures. The project required participation from various
policy and operations branches who reviewed the Ministry's policies
and practices, recommended and implemented changes, and provided information
to the Ombudsman |
|
| >Wildlife Act review |
| Ministry of Water, Land and Air Protection, BC Government, 2005 |
|
| Pam was Project
Manager of the planning phase of this project which produced the framework
and scope for major revisions to the province's Wildlife Act. She organized and facilitated all workshops with stakeholders and managed the drafting of the framework. |
|
| Business redesign and system outsourcing project |
| Ministry of Public Safety and Solicitor General, BC Government, 2004-2005 |
|
| Pam was Project
Manager of this project to redesign the business processes, and outsource
all system development and system operations for the Residential Tenancy Office
(RTO). The RTO provides information and dispute resolution services
for landlords and tenants. Pam supported the RTO's contract negotiators
who negotiated the 10-year outsourcing contract with a service provider
(a large technology company), and led RTO staff through the business
requirements, business process design, user testing and implementation
stages. She also managed all liaison between the service provider company,
the government's central technology services organization, and the Ministry's
IT division. |
|
| Government
Authentication Project |
| Ministry of Management Services, BC Government, 2004 |
|
| Pam Stewart was
Project Manager of the Requirements phase of British Columbia's Government
Authentication Project, in which all BC government ministries participated.
This project designed a government-wide common solution to authenticate
users (residents, businesses, government employees, and the broader
public sector) who use BC government services over the web. This is
a strategic foundation project that will enable the government to expand
its e-service offerings. |
|
| Enterprise
Portal Implementation Project |
| Office of the Chief Information Officer, BC Government, 2003 |
|
Pam Stewart was
the Project Director of the BC Government's Enterprise Portal Implementation
Project. She completed the Planning Phase (January through March 2003)
which produced the plan and estimates documentation needed for a Treasury
Board funding submission. She also managed the multi-million dollar
Implementation Phase which implemented the BC Government's public portal
and employee portal in September 2003, on schedule and under budget.
See the public portal at http://www.gov.bc.ca
This was a very visible project. Pam was required to meet monthly with and present a status and risk report to the Minister of Management Services, Minister of Finance, Deputy Minister of Finance, Chief of Staff to the Premier, and three representatives of Treasury Board Secretariat. |
|
| Government-wide
e-service priorities and issues |
| Office of the Chief Information Officer, BC Government, 2003 |
|
As a member of the
CIO's e-Business Initiatives Project team, Pam Stewart wrote two reports
based on the team's consultations with all ministries. The purpose of
the project was to determine the BC Government's priority e-service
projects over the next 2 years, and to identify and resolve issues and
barriers so that the ministries' e-service projects can move forward.
Pam wrote "Report on e-service priorities", and "Report
and Recommendations on a cross-government framework for planning, management
and delivery of e-services" which identified the ministries' issues
and barriers with respect to e-service delivery. These reports were
included in the Chief Information Officer's "e-BC" strategy
and plan for e-service delivery by the Government of British Columbia. |
|
| Business model for cross-program
service delivery |
| Ministry of Water, Land and Air Protection, BC Government, 2003 |
|
Pam Stewart was
the Project Manager for the Business Model Phase of a project to produce
a new Business Model, and Business Requirements for a system solution,
to implement the Ministry's Service Plan in the four program areas that
produce environmental protection permits. The program areas are waste
management, contaminated sites management, pest management, and park
use.
The objectives of the project were to enable the Ministry to respond
to significant cutbacks in FTEs and funding, identify an alternative
service delivery model that will transfer some business functions to
service providers outside the Ministry, identify opportunities to deliver
services "cheaper, faster and better", move away from program-specific
service delivery to one integrated service delivery model crossing all
programs, and produce business requirements for a new computer system
that will provide service delivery over the Internet based on a common
cross-program view of the business. |
|
| User
experience standards for e-services |
| Office of the Chief Information Officer, BC Government, 2002 |
|
| Reporting to the
Director of Government Enterprise Architecture in the Chief Information
Office, Pam Stewart was the Project Manager of this government-wide
project to deliver the design and navigation standards for "e-service"
applications, i.e. systems that deliver government services to the public
over the Internet. Pam conducted government-wide consultations with
representatives of all ministries, the Chief Information Office and
the Public Affairs Bureau. She directed a web design company in the
creation of screen designs, and she wrote the BC Government's User Experience
Guidelines and Internet Standards documents. |
|
| Implementation of new social services legislation |
| Ministry of Human Resources, BC Government, 2002 |
|
| Reporting to the
Assistant Deputy Minister, Regional Services Division, Pam Stewart was
the Project Manager of the province-wide implementation at the field
operational level of new legislation, regulations, policies and programs.
These changes implemented key components of the Ministry's Service Plan
which affected all core services in welfare and employment programs.
Pam developed a Ministry-specific methodology that enabled the Ministry
to move quickly from legislation to policy to operations within a tight
timeframe imposed by a legislative agenda. She managed a team of headquarters
and regional staff from different Divisions who delivered policy documentation
from various policy branches, designed business processes, wrote business
requirements for systems enhancements and new manual processes, produced
on-line training for staff ("e-learning"), produced a staff
procedures manual, wrote communications materials for staff, and led
province-wide implementation planning for all regional and district
offices of the Ministry. |
|
| Strategy
for alternative service delivery |
| Ministry of Human Resources, BC Government, 2001-2002 |
|
| Pam Stewart was
the Project Director of this phase to deliver a strategy and high-level
plan to reform the Ministry's welfare and employment programs. She wrote
the Request for Proposal (RFP), managed the process to select a consulting
firm (KPMG Consulting), negotiated the contract, and provided overall
direction of the activities that produced alternative service delivery
options, a cost and benefit analysis, and a strategy and high-level
implementation plan to reform of the Ministry's core services. Pam reviewed
and commented on all of the consulting company's deliverables prior
to delivery to the Ministry, and ensured that Executive objectives for
the project were met through the provision of a range of well supported
options. She also worked closely with the Ministry's finance branch
to plan the Treasury Board Submission. |
|
| E-filing
for courts |
| Ministry of Attorney General, BC Government, 2001 |
|
Pam Stewart provided
consulting, management and planning services for the initiation and
planning phases of the Electronic Justice Service Project (EJSP). This
$12 million project is intended to develop new web-based systems to
enable lawyers and eventually the general public to file court forms
and documents over the Internet. The project will also replace a number
of manual processes and legacy computer systems with new court management
systems that will be shared by staff of the Ministry and Judiciary.
Pam Stewart provided
the following services to the Ministry:
- led the Ministry's
contract negotiation team in negotiating a multi-year service contract
with the main systems delivery contractor (PricewaterhouseCoopers),
- revised the Business
Case including detailed cost estimates to support a final Treasury
Board Submission for project funding of over $12 million,
- initiated the
Project Management Office including implementing all project planning
and reporting methods and forms, creating the Work Breakdown Structure
for the project, and designing cost and control reports,
- created the multi-year
project plan including contractor delivery schedules, using methods
to enable an earned value project performance reporting method,
- was Project Manager
for the Demonstration Sub-project which built a prototype version
of the system for demonstration to stakeholders in the legal community
and the Ministry Executive and staff.
|
|
| Internet
credit card services for government |
| Provincial Treasury, Ministry of Finance, BC Government, 2000-2001 |
|
Pam Stewart was
the Project Director of the Pilot Phase of the Provincial Treasury's
Internet Payments Project. The purpose of this ground-breaking project
was to procure and pilot an Internet credit card service to enable the
public to pay for government services over the web. This project launched
e-commerce in the BC Government ministries.
Ms. Stewart managed
the competitive bidding process that selected the Canadian Imperial
Bank of Commerce (CIBC) as the BC Government's Internet credit card
services provider. She then directed a pilot where 4 government organizations
installed and tested the CIBC's interface with their web systems. She
also produced communication materials for government-wide distribution,
and organized a half-day presentation to all Ministries about the new
Internet credit card service. |
|
| E-filing
for companies |
| Corporate Registry, Ministry of Finance, BC Government, 1999-2000 |
|
Pam Stewart was Project Director of the Initiation and Design Phases of the Company Act Project. The purpose of the project was to implement British Columbia's new Company Act which came into force in 2004, and the Corporate Registry's new service delivery model to enable companies to file corporate documents over the Internet. The project required redesign of the Corporate Registry's business procedures, translation of new legislation into a new client flow and business process, and one of the first e-government services to be developed for the BC Government.
Pam determined all of the project's consultation processes and methodologies. She also managed the RFP processes to select a consulting firm and a web design firm to produce requirements and design documentation, and she managed the activities of the contractors and Ministry business experts. She prepared the stakeholder analysis, communication strategy and communication materials for external stakeholders including the Law Society, Chamber of Commerce, corporate law firms, corporate registry companies, and the legal secretaries association. |
|
| Extranet
pilot project |
| Ministry of Advanced Education, Training and Technology, BC Government, 1999 |
|
| Pam Stewart was
the Project Manager responsible for developing a prototype Web system
that enabled contracted training companies to report to the Ministry
about students (mainly welfare recipients) who take job skills training
funded by the Ministry. This project involved automation of the business
processes including determination of client eligibility, tracking enrollment
in courses, and reporting on clients' completion of the courses. |
|
| Government-wide
implementation of web standards and management structure |
| Queen's Printer; Information, Science & Technology Agency; Cabinet Policy and Communications Secretariat. BC Government, 1999 |
|
On behalf of three
sponsoring organizations, Pam Stewart was the Project Manager of the
Web Conversion Project to implement:
- a new standard
Web design for the Internet sites of 20 Ministries and the main BC
Government Internet site;
- standards and
guidelines for BC Government Web sites that are accessible to the
public;
- a new central
Intranet site for the BC Government including an on-line library of
shared Ministry manuals;
- cross-government
Internet applications such as search engines and information cataloguing
software;
- a new Web publishing
organization within the Queen's Printer called BC Internet Services,
to provide Web-related services to Ministries;
- a new Web management
framework for the BC Government, defining the roles and responsibilities
of various central agencies and all Ministries with regard to Web
policy-making and Web publishing.
|
|
| Implementation
of new Forests legislation at
the regional level |
| Ministry of Environment, Lands and Parks, BC Government, 1996 |
|
| Pam Stewart provided consulting and project management services to
a project to determine how the new Forest Practices Code would
be integrated into the Ministry's regional operations in the Omineca-Peace
Region. This involved determination of the core services delivered by
the regional and district offices, and development of an action plan
to obtain funding and resources for additional services to be provided
under the Forest Practices Code. The Project also made recommendations
to the Ministry Executive level regarding organization of Ministry priorities
and projects, and structuring of the liaison with the Ministry of Forests
which jointly administers the Forest Practices Code. |
|
| Implementation of new criminal record legislation |
| Ministry of Attorney General, BC Government, 1995-1996 |
|
Following enactment
of the BC Criminal Records Review Act, Pam Stewart managed the
operations component of a project to create a new central agency to
process requests for criminal record searches for all citizens in the
province who work with children.
Pam Stewart managed
the design of new business procedures; detailed FTE and staffing estimates
based on the business model; on-line policy and procedure documentation;
design, development and implementation of a new computer system to track
requests for criminal record searches; drafting and management of contracts
with system developers; liaison with stakeholder groups about data submission
(such as associations representing doctors, dentists, nurses, teachers
and child care centres), and liaison with the RCMP regarding technical
interface and security matters. |
|
| Government-wide
human resources / payroll system |
| Public Service Employee Relations Commission, BC Government, 1993-1994; 1996-1997 |
|
Pam Stewart was
Project Manager of various phases of the Corporate Human Resource Information
and Payroll System (CHIPS) Project. This very ambitious project replaced
over 50 human resources and payroll systems operating throughout the
Government of British Columbia with one integrated system used by all
Ministries and agencies (over 30 organizations). The project involved
complex technical issues related to the introduction of a client/server
system on a government-wide scale, including the transition of some
mainframe-based Ministries to a more modern LAN-based technology platform.
Reporting to an
inter-Ministry Steering Committee of Assistant Deputy Ministers and
the Comptroller General, Pam Stewart coordinated the activities of all
ministries and agencies of the BC Government and constructed methodologies
to obtain user and technical requirements, select a software package,
modify the PeopleSoft package to meet the government's requirements,
produce detailed implementation plans and cost estimates for government-wide
implementation across the province, and prepare Treasury Board Submissions.
After implementation,
Ms. Stewart was retained to manage the planning, development and implementation
of the first subsequent Release of the system, and the planning phase
of the second Release. Both projects involved approximately 30 Ministries
and agencies.
To facilitate implementation
of the on-line CHIPS Procedures Manual which was made available via
the Internet, Pam Stewart drafted the BC Government's platform standard
for on-line documentation which was published by the Information and
Technology Access Office (an agency responsible for government-wide
technology standards).
Ms. Stewart also
managed a successful project to develop and implement the BC Government's
first government-wide Internet discussion group. The topic of the discussion
group was "Best Practices in using the Corporate Human Resource and
Information System" and it had over 300 subscribers in all Ministries
and agencies.
All project phases
managed by Ms. Stewart were completed on time and within budget and
were perceived by the Government as very successful. In recognition
of this success, the PeopleSoft company retained Pam Stewart to provide
presentations to other PeopleSoft clients about system implementation
and Release planning. |
|
| Business
redesign for Crown Counsel offices |
| Ministry of Attorney General, BC Government, 1997-1998 |
|
Pam Stewart led
lawyers and operational staff through a process of redesigning the business
procedures for Crown Counsel offices in British Columbia. The new design
streamlined work processes and prepared the Crown Counsel Offices for
the implementation of a new integrated justice computer system.
Pam Stewart facilitated
all workshops, and produced uncomplicated, concise business model diagrams
that were easily understood by Ministry staff at all levels. The business
models were incorporated into the training program for Crown Counsel,
managers and support staff. |
|
| Communications
leader for province-wide implementation of justice system |
| Ministry of Attorney General, BC Government, 1997 |
|
Pam Stewart was
the Communications Team Leader for the province-wide implementation
of the new Justice Information system (JUSTIN). This system will be
installed at about 400 sites in all regions of British Columbia, and
will be used by RCMP and municipal police, Crown Counsel Offices, court
registry offices, trial scheduling offices, and correctional institutions.
Pam Stewart planned the project's communications strategy, wrote most
of the communications documents and presentation materials, and supported
the project Manager in issues management.
Pam Stewart also
worked closely with a film production company to produce an orientation
video for Ministry staff. She managed the script development, scheduled
film shooting at Courthouse and Police Detachment locations, and met
with the graphic artists and film director to review versions of the
video. |
|
| Systems
integration planning for a new Ministry |
| Ministry for Children and Families, BC Government, 1996-1997 |
|
After government
programs from 5 Ministries were transferred to the new Ministry for
Children and Families, Pam Stewart managed the Short-term Information
needs Project to determine solutions and implementation methods to build
a case management system for services delivered by all the Ministry's
core programs.
Ms. Stewart used
innovative methods to obtain information about program outputs delivered
by all offices, and an inventory of desktop technology used by Ministry
staff. She also produced the case management business requirements,
wrote a Request for Proposals, managed the selection process for a vendor
(IBM) which proposed system integration solutions, and wrote a plan
for the Implementation Phase. |
|
| Performance
measurement methods for a customer service model of operation |
| Superannuation Commission, BC Government, 1994 |
|
The Performance
Measurement Project was the foundation for an ambitious reorganization
and business process redesign of all operational areas of the Superannuation
Commission. The objective of this leading-edge initiative was to create
a performance-oriented, customer service focused Commission in preparation
for its conversion form a government control model to an organization
reporting to Boards of Governors representing pension plan members.
As consultant to
the Executive of the Commission, Pam Stewart:
- documented and
obtained Executive approval for the Commission's core services and
key products,
- determined performance
measurement indicators for each product,
- gathered statistics
related to the current baseline level of performance and current backlog,
· estimated the FTEs and cost required to reduce the backlog to zero,
- prepared statistics
for performance benchmarking with other pension plan organizations
in Canada,
- produced a computer
model to forecast demand on the core services over five years with
estimated FTEs and funding requirements,
- created an easy-to-use
spreadsheet model to be used by managers in projecting FTE and funding
requirements in response to changing legislation and customer demands,
- advised the Commission's
writing and staff training team in aligning their materials to support
the new performance-oriented customers service approach.
|
|
| Strategic
planning and consulting to the Executive |
| Superannuation Commission, BC Government, 1991-1993 |
|
| Ms. Stewart participated
in many projects during her 20 months as a consultant and project manager
at the Superannuation Commission. Some examples are listed below:
Creation
of a cross-functional empowered work team
Ms. Stewart was
Project Manager of a highly visible strategic project to reorganize
the Superannuation Commission into a customer-oriented agency using
a team model of service delivery. She contributed project management
and methodology expertise by writing the multi-year project plan, and
managed the first phase which successfully implemented a prototype empowered
work team. Working closely with members of the Executive, Ms. Stewart:
- Drafted all plans
for the project and co-ordinated all project activities;
- Wrote the team
job descriptions;
- Made presentations
to the Classification Committee;
- Wrote questions
and rating guides for the competitive staffing process;
- Coordinated the
efforts of managers involved in support activities such as facilities
management (floor planning, furniture procurement, etc.), computer
installation, internal communications and human resources; and
- Made presentations
to the Executive and all levels of staff.
Once the team members
were appointed to their positions, Ms. Stewart worked with the Team
Manager to plan cross-functional training and work redesign, and to
transfer project management skills to the Team Manager. She made presentations
to the team in performance measurement methods, as well as survey techniques
to measure customer satisfaction and team morale.
At the time Ms.
Stewart left the Commission, the prototype team had been operating for
seven months and the project was recognized throughout the Commission
as highly successful.
Creation
of a project control office
Ms. Stewart planned
the implementation of a Project Control Office to control and co-ordinate
all systems and non-systems projects undertaken at the Superannuation
Commission. She developed project initiation and control procedures,
designed management reports for the Executive and for project managers,
and wrote a series of handbooks on project management.
Implementation
of new pension legislation
As Advisor to the
Executive Sponsor of the Pension Benefits Standards Act Implementation
Project, Pam Stewart assisted in the planning and co-ordination of a
project to implement complex new legislation affecting most of the Commission's
operational areas. She prepared project plans, advised regarding business
analysis methods, and coordinated a month-long series of workshops to
redesign business areas to implement new legislative rules.
Project
to improve operational productivity
Ms. Stewart was
Project Manager of a successful project to review an accounting and
pension contributor services business area in order to improve operational
efficiency and customer service. Over a period of several months, she
led workshops with supervisors to examine operational issues and obtain
consensus on recommended changes to policy and procedures. The project
resulted in many recommendations for improvements which were implemented
by the Executive. |
|
| Implementation
of network and financial system |
Los Angeles County Transportation Commission
Los Angeles, California, 1990-1991 |
|
| Pam Stewart managed
a three-month project in Los Angeles to implement a new IBM AS/400 token
ring network and convert a financial system from the IBM s/36 computer
to the AS/400 platform. She determined the network design requirements
and managed the bidding and procurement processes to obtain the network
design, hardware, cable, system configuration and accounting software
installation. She also hired new operators to support the AS/400 network,
arranged for their training, and determined the operations procedures
and security policies to be put in place to support the AS/400 users
in production. She coordinated the activities of hardware and software
vendors, cabling technicians, IBM representatives, the user group ,
the computer operations staff, and MIS staff members who were working
on other related projects. |
|
| Design
of a commercial software package |
American Management Systems Inc.
Arlington, Virginia, 1990-1991 |
|
| Pam Stewart was
the Canadian Team Leader in the design of the Canadian version of the
AMS Government Human Resources System, a comprehensive mainframe payroll
and personnel package. Working for six months at the company's head
office in Arlington, Virginia, Ms. Stewart managed the design and programming
team in the implementation of Canadian tax, unemployment insurance,
Canada Pension Plan, employment equity and pay equity components. Ms.
Stewart's legal background was a competitive advantage in translating
federal legislation into system specifications, and in designing a new
Canadian pay equity module for recently proclaimed provincial legislation.
The package was successfully implemented on schedule. |
|
| Government of Kuwait financial system |
Government of Kuwait, 1989
|
|
Ms. Stewart was
the Technical Team Leader in the design and development phases of a
successful multi-million dollar computer project for the Kuwaiti Ministry
of Finance to provide a custom financial system in Arabic for the Government
of Kuwait. Ms. Stewart worked in Kuwait for six months.
Pam Stewart led
a multinational team of analysts and programmers from the Government
of Kuwait, a British consulting firm, a Kuwaiti consulting firm, AMS
Canada, and the U.S. division of American Management Systems Inc. (AMS).
She led all design workshops with senior Kuwaiti finance managers to
develop user requirements. She formulated the systems development methodology
and closely supervised the writing of technical specifications, test
plans, documentation and training materials. Ms. Stewart designed an
on-line data dictionary subsystem for use by the design team which significantly
increased team productivity. She managed the programmers and was responsible
for all liaison with technical and operations staff. She also served
as interim Project Manager for two months. Diplomacy and timely completion
of all deliverables was critical in this demanding, costly and very
political project. |
|
| Design
and development of federal human resources / payroll system |
| Health and Welfare Canada, Ottawa, 1988-1989 |
|
Ms. Stewart managed
the design and development phases of a million-dollar project to build
a custom on-line personnel system to include the functions of classification,
staffing, pay and benefits, human resources planning, employee training,
official languages and leave reporting, with seven major interfaces
to central agency systems. This was the first fully integrated personnel
system developed for the Canadian federal government and was therefore
a very visible project.
In addition to project
management, Ms. Stewart provided a broad range of consulting services
related to project planning and methodology, data base administration,
resource requirements, changing functional requirements, user training
and testing, as well as preparation for the pilot, implementation and
operation of the system. |
|
| Training
for government auditors |
| Auditor General of Canada, Ottawa, 1988 |
|
| Ms. Stewart developed
and taught a course for auditors in the auditing of the financial systems
installed in five Canadian federal government departments. This successful
course was subsequently requested by other government departments for
their internal auditors. |
|
| Economic
and statistical Defence systems |
| Department of National Defence, Ottawa, 1978-1981 |
|
| Pam Stewart was
a systems analyst on the development teams of various economic and statistical
systems. Systems included the Land Ordnance Maintenance Management Information
System, the Search and Rescue Statistics System, the Ships' Statistics
System, and the Department of National Defence Economic Model. |
|
