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Section II: Analysis of Program Activity by Strategic Outcome
Strategic Outcome - Harmonious Labour Relations in the Federal Public Service and Parliament
Program Activity: Adjudication, Mediation, and Compensation Analysis and Research
Program Activity Description
The PSLRB has one strategic outcome: harmonious labour relations in the federal public service and in Parliament, and one program activity: adjudication, mediation, and compensation analysis and research. The PSLRB benefits Canadians by supporting a harmonious relationship between federal public servants and their employers, which improves the ability of the public service to serve the public interest.
| Planned Spending | Total Authorities | Actual Spending |
|---|---|---|
| 9,711 | 10,076 | 8,313 |
| Planned | Actual | Difference |
|---|---|---|
| 64 | 57 | 7 |
| Expected Results1 |
Performance Indicators |
Targets | Performance Status |
|---|---|---|---|
| Parties before the PSLRB receive a timely and fair resolution of their case | Percentage of clients who are satisfied with the PSLRB’s services with respect to timeliness and fairness | 75% | Met all |
| Dispute-related issues are fully or partially resolved through mediation interventions | Percentage of mediation efforts (grievance or complaint cases and collective bargaining) where issues are partially or fully resolved | 75% | Met all |
| The PSLRB’s compensation data improves the process of collective bargaining | Percentage of PSLRB interventions with respect to collective bargaining (mediation, public interest commissions, arbitration boards) that use the PSLRB’s compensation data, when such data is available | 75% | N/A The PSLRB’s national compensation study has been postponed. |
1Please see “Section IV, Other Items of Interest” for more detailed information about the PSLRB’s performance metrics.
Program Activity: Internal Services
| Planned Spending | Total Authorities | Actual Spending |
|---|---|---|
| 3,943 | 4,038 | 3,576 |
| Planned | Actual | Difference |
|---|---|---|
| 29 | 30 | (1) |
Performance Summary and Analysis of Program Activity
During the reporting period, the PSLRB’s caseload increased significantly. In fact, it received 58% more new cases compared to the previous year. Despite the caseload, the PSLRB successfully delivered on its mandate and key priorities, particularly in the area of improving service delivery to its clients. Again this year, the PSLRB sought ways to improve service delivery to its clients by implementing more streamlined, responsive and effective adjudication and mediation processes to better manage its caseload, which increased significantly from the previous year. Some initiatives that contributed to that success included using case management tools such as addressing large numbers of grievances by grouping them together and holding fact-finding meetings and pre-hearing conferences to maximize and reduce the number of required hearing days.
On the mediation side, the PSLRB offered timely and impartial services to the parties, helping them to reach mutually acceptable solutions to their issues. Through preventive mediations, the PSLRB’s Dispute Resolution Services assisted the parties to resolve their concerns without having to file formal complaints or grievances.
As well, the PSLRB’s Compensation Analysis and Research Services continued to develop its study methodology, tools and processes, including conducting comprehensive consultations with the parties, to launch the next compensation comparability study.
In Fall 2010, the PSLRB undertook its Client Satisfaction Survey, which is a key performance indicator that gauges how well it is providing its services to its clients. The survey was administered to 235 clients who had interacted with the PSLRB during the 18-month period covered by the survey (January 1, 2009 to June 30, 2010). Clients included employer representatives/third-party employer representatives, bargaining agents and third party representatives for applicants, as well as self-represented applicants, who were included as a pilot during the survey period.
The survey had an overall valid response rate of 76%. In general, the PSLRB’s adjudication and mediation services were rated quite high. Overall, 76% indicated that they were satisfied/very satisfied with the adjudication services they received and other types of hearings and 85% were satisfied/very satisfied with the overall mediation services they received.
More detailed information about the PSLRB’s performance, including some of the key survey findings, is contained in Appendix A: Supplementary Performance Information.
Lessons Learned
Effectively managing a sizeable and increasingly complex caseload and reducing the amount of time it takes to close cases remained a priority for the PSLRB in 2010-11. Not having a full complement of Board members challenges the PSLRB’s ability to schedule cases for hearings and issue its decisions in a timely manner.
As well, using various case management tools to ensure effectiveness and efficiency remained a priority. Those tools included pre-hearing and case management conferences, which can reduce the number of hearing days required or eliminate the need for a hearing entirely. Speaking with the parties in advance, in a focused manner, can also result in matters being addressed via written submissions, which can be helpful when dealing with preliminary matters and jurisdictional issues. Other tools included targeted mediation assistance on large-scale matters, and adjudication and mediation pilot projects with some of the PSLRB’s larger clients.
