Improving Our Performance

As a learning organization, we are committed to gaining knowledge from our experiences to effectively address areas where we need to improve. In last year's Annual Report, we developed a Performance Improvement Plan that identified key initiatives and provided a timeframe for their implementation. We report on our progress against this plan at a corporate level in “Moving Forward” on , and for each business line in the Main Points section of this volume. Overall, as evidenced in the Performance Highlights, we are keeping pace with the commitments we have made to improve our performance. However, we did fall behind in our roll-out of the Balanced Scorecard.

To improve our performance for next year, we have again established clear and measurable strategies and initiatives, included in our 2002-2003 to 2004-2005 Corporate Business Plan and updates to our “evergreen” Performance Improvement Plan. In some cases, corrective measures have already been implemented. In other areas, it will take several years to reach our targets. In pursuing performance improvements, we are balancing our efforts to transform the way we deliver services with the need to fulfill our core mission of promoting compliance.

Date modified:

2002-11-07