2017
Service NL

Nancy Pike has achieved the genuine respect, admiration and confidence of co-workers, internal and external stakeholders, the general public and her superiors during her 20 years with Service NL's Motor Registration Division in Harbour Grace.

One of her key strengths is building and maintaining relationships, particularly with people and organizations outside government. A local business manager praised Nancy's important and positive contribution to the local business community and her willingness to go the extra mile.

Despite turnover in management and staff at the Motor Registration Division over the years in Harbour Grace, Nancy has always ensured that service levels were maintained and that employees were motivated through mentoring and the implementation of new training techniques. This innovative way of thinking is demonstrated by her forecasts of how busy the office will be on a daily basis by reviewing previous year totals. This ensures that staff members are employed most effectively each and every day.

Nancy continually demonstrates that innovation is a means to being more efficient and effective. She stresses the importance of performing audits and is instrumental in refining processes and procedures when required. This audit process helps frontline staff remain consistent in their approach to dealing with clients and maintaining service excellence.

Nancy involves her staff in decision-making and gives them the freedom to make tough decisions on their own while also being readily available to offer advice when needed. Her strong work ethic is on display daily to the people she works with, and to internal and external stakeholders. She exemplifies her leadership qualities by being accessible, approachable and remaining positive, even through adversity.