DELIVERING SERVICE EXCELLENCE DURING THE PANDEMIC
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Thank you for participating at our Delivering Service Excellence during the Pandemic webinar. We hope you enjoyed the conversation.
If you missed out or couldn’t attend our session, please click the play button to see the recorded video of our webinar. SpeakersBeverly Dicks, Assistant Deputy Minister, Service BC
Bev was appointed Assistant Deputy Minister (ADM) of Service BC in April 2016. Bev has worked in the social sector for over 30 years. Graduating from Memorial University of Newfoundland with a Bachelor of Social Work, she started her career as a generalist social worker in 1983. In 1988, she moved to British Columbia and, following a long tenure with the Ministry of Children and Family Development, joined the Ministry of Citizens’ Services in 2016 as ADM for Service BC . Bev’s strategic planning expertise, deep operations background, relationship-based approach to leadership and sector partnerships, and her extensive provincial cross-ministry work are valued assets in this role. Bev is known for her energy, passion and enthusiasm for her work. She is described as a transformative change leader who is authentic, motivational and collaborative. In her leadership approach, Bev demonstrates her belief in the value of inclusion and engagement by integrating the voice of employees, partners and stakeholders. She is committed to ensuring that change within the system should only be championed if the anticipated result provides better outcomes for the public. Bev and her husband, Andrew, enjoy living on the coast, as they were both born and raised in Newfoundland. Their maritime heritage is further apparent through their love of sailing. They take every opportunity to explore the coastal waters of British Columbia on their sailboat “Moon Shadow.” Carol Prest is the Registrar and Executive Director of BC Registries and Online Services within Service BC in the Province of British Columbia since 2014. Carol is responsible for the Corporate Registry, the Personal Property Registry, One Stop Business, Orgbook BC and the BC Online partnership office. As a strong proponent in service leadership, Carol’s positive approach leads to creativity, innovation, and collaboration. Carol’s passion for improving the business and citizen experience drives her to continually seek opportunities to enhance services and protect citizen data while improving the integrity of data held within the corporate registry. Carol has led her team through immense changes, notably the comprehensive registries modernization, and has achieved significant progress in transforming numerous legacy mainframe applications. Carol is currently engaged in building digital trust through partnerships with the Federal Government and a consortium of Canadian banks. ModeratorFaye Schmidt, Ph.D.
CEO and Senior Consultant, Schmidt and Carbol Consulting Group, Inc. Dr. Faye Schmidt is a Management Consultant with extensive experience in public sector change strategies focused on improving service delivery and enhancing organizational performance. With over 30 years as a public servant and Consultant, she has been engaged in a wide range of change initiatives and projects in service and quality improvement/transformation, enhancing employee engagement, training and development, facilitation, gender equity, as well as satisfaction surveys and other types of research. Her clients include governments at all levels across Canada and internationally. She has an extensive background in service improvement in the public sector starting with her work in the early 1990s in the BC Provincial Government's Service Quality initiative. This was followed by an Executive Interchange to the Government of Canada where she served as the Regional Executive for Alberta and British Columbia for the Service and Innovation Sector of the Treasury Board of Canada Secretariat. In this role she provided support for all federal departments in the region in implementing the Service Improvement Initiative and Service Canada. She holds a Ph.D. in Psychology (with an emphasis on organizational development) from the University of Victoria and practiced as a Clinical Psychologist in Alberta at the Workers Compensation Board. Dr. Schmidt and her husband/business partner, Dr. Barry Carbol, live in Victoria, British Columbia, Canada. Did you know?
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