This past year, the Human Resources (HR) Division as part of the Canadian Forces Personnel Support Agency (CFPSA) was successful in “Serving Those Who Serve.” We focused on increasing both customer service and customer satisfaction. As a result, we identified the HR Service Delivery Model best suited to ensuring that SISIP, CANEX, PSP, and other NPF/CFPSA entities meet their operational objectives.

The mission of the HR Division is a key component of the CFPSA Strategic Plan to put the customer first. Serving our customers is our only business. Therefore, HR implements its mission through a committed, concerned, and competent team of employees. In order to be successful, HR needs to be positioned as both a valued partner and influencer. We at HR do not like to think of our division as a "policing" division. However, we do feel that the term "COPS" captures the major functions and strengths of HR:

Culture: promoting the beliefs, values, norms, and management style of the organization.

Organization: the structure, job roles, and reporting lines of the organization.

People: the skill levels, staff potential, and management capability of the organization.

Systems: the people-focused HR mechanisms that deliver the strategy in such areas as communications, training, rewards, and career development.

We at the HR Division craft individual relationships with our customers to meet their specific needs. We recognize that "one size" does not fit all, so we strive to understand our customers and work within their framework.

STRENGTHENING OUR TEAM

We recognize that employees are customers too. CFPSA employees are critical to the success of our agency in serving the CF community. They are the front-line deliverers who represent the face of the agency to the customer. Indeed, our people make the difference. As a result, we initiated a number of programs in fiscal year 2001/02 in order to attract, retain, and motivate our employees.

Compensation is always a key issue for employees. Consequently, we undertook a complete review of all salary structures for CAT II and CAT I positions; for the CAT I positions, the review impacted the fitness instructors, accounting clerks and HR assistants positions. We negotiated the results of CAT I with the unions. This was done to ensure compliance with the job evaluation process and pay equity. As a result of this review, employee turnover—as it relates to compensation—has decreased.

Additionally, performance pay and new salary grids were implemented for PSP Managers. As per the CFPSA compensation policy, the CAT II salary structure is based on market value.

We are also finalizing the implementation of a Human Resources Information System (HRIS) at all bases, wings, and units that will enable the HR Division to better serve employees. This system will also allow the implementation of succession planning and training, and development initiatives.

	"CFPSA EMPLOYEES ARE CRITICAL TO THE SUCCESS OF OUR AGENCY IN SERVING THE CF COMMUNITY."

We presented a paper to the board of directors entitled “The CFPSA as an Employer of Choice.” This document discusses the conceptual background on which the CFPSA can be transformed through its employees. The paper was both presented to and endorsed by the HR and Compensation Committee, and—on December 11, 2001— was approved by the Non-Public Property Board of Directors (NPP BOD). In order to become an employer of choice, there are a number of key steps that must be taken. In essence, the CFPSA must take a pragmatic approach to meet its needs. An Employer of Choice program is a CFPSA business strategy based on providing opportunities for employees to exercise excellence so that the agency can excel in certain activities. In turn, these opportunities reinforce success through committed employees, with the aim being to attract, motivate, and retain a dedicated, competent, and dynamic team.

It should be noted, however, that as time passed, the phrase "Employer of Choice" was over-worked. Consequently, while the "Employer of Choice" program provided us with a framework, it will be referred to as Employee Relationship Management (ERM) in the context of the CFPSA.

DEVELOPING OUR CUSTOMER SERVICE

The HR Division partnered with CANEX to provide a Customer Service Training Program. Consequently, we helped coordinate and deliver training to approximately 70 per cent of CANEX employees. We are extending customer service training to non-CANEX employees in fiscal year 2002/03.

We have done considerable work with the Executive Management Board to develop and promote employee core characteristics (i.e. team player, customer focused, positive attitude, success oriented, competent). These characteristics will be integrated in the recruitment process by developing both pre-screening questionnaires and management simulations to test for competencies. Additionally, they will be part of our recognition and rewards programs.

In summary, the HR Division accomplished a great deal during fiscal year 2001/02. I am proud to work with a team that both understands the mission and vision of the CFPSA, and succeeds in "Serving Those Who Serve."

Gérard Étienne
Vice-President Human Resources