ESDC service performance reporting for fiscal year 2015 to 2016

From Employment and Social Development Canada

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This report covers the 2015 to 2016 fiscal year. A fiscal year runs from April 1 to March 31.

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Service standards represent Employment and Social Development Canada's (ESDC) commitment to the level of performance that clients can expect to receive under normal circumstances.

The following links provide more information on service standards for the following ESDC services:

1 800 O-Canada

Timeliness of access to a 1 800 O-Canada agent

  • Our standard: Our goal is to have general enquiry calls answered by a 1 800 O-Canada agent within 18 seconds
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 76% of the time

Learn more about 1 800 O-Canada.

Canada Pension Plan

Canada Pension Plan retirement benefits

  • Our standard: Our goal is for Canada Pension Plan retirement benefits to be paid within the first month of entitlement
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 94.8% of the time

Accuracy of Canada Pension Plan payments

  • Our standard: Our goal is for Canada Pension Plan payments to be accurate
  • Our target: ESDC aims to meet an annualized accuracy rate of 95%
  • Our performance in 2015-2016: ESDC met this standard with an annualized accuracy rate of 99.9%

Access to a Canada Pension Plan and Old Age Security call centre agent

  • Our standard: Our goal is for Canada Pension Plan calls to be answered by an agent within 10 minutes
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 86% of the time

Learn more about Canada Pension Plan.

Canada Pension Plan Disability Benefit

Effective October 31, 2016, ESDC has set new service standards for the delivery of the Canada Pension Plan (CPP) Disability Benefit program.

The achievement of these service standards is a shared responsibility. To help us provide the best possible service, we require you, to the best of your ability, to submit a complete application. In addition, your timely response to questions regarding your application or reconsideration request helps prevent unnecessary delays.

Application for CPP Disability Benefit

  • Our standard: Our goal is to make a decision on applications for a CPP Disability benefit within 120 calendar days of receiving a complete application

    A complete application includes the three documents listed below, which are the forms required by ESDC to determine your eligibility for CPP Disability benefit:

    1. Application for Disability Benefits
    2. Questionnaire for Disability Benefits
    3. Medical report
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 86.1% of the time

To access all three documents, visit the Application for CPP Disability Benefits page.

CPP Disability Benefit for applicants with terminal illness

  • Our standard: Our goal is to make a decision for applicants with a terminal illness within 5 business days of receiving a complete terminal illness application
  • Our target: ESDC aims to meet this standard 95% of the time
  • Our performance in 2015-2016: This service standard came into effect October 31, 2016. ESDC will begin reporting for the 2016-17 fiscal year

CPP Disability Benefit for applicants with grave medical conditions

ESDC has conducted significant research to develop a list of 32 grave medical conditions, which represents severe and rapidly progressive medical conditions that have a high probability of meeting the CPP Disability benefit eligibility criteria. These conditions are advanced enough to cause marked and severe functional limitations, and may result in death. ESDC will determine if an individual has a grave condition based on the information in the application.

  • Our standard: Our goal is to make a decision for applicants with a grave condition within 30 calendar days of receiving a complete application
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: This service standard came into effect October 31, 2016. ESDC will begin reporting for the 2016-17 fiscal year

Do not delay in sending your complete application form, even if it takes you more time to obtain and submit the medical report completed by your doctor. The date your application is received affects the date your benefit begins.

CPP Disability Benefit reconsiderations

Reconsiderations are made when an individual does not agree with their decision. The request must be made in writing within 90 days after being notified of the decision.

  • Our standard: Our goal is to make a decision on a reconsideration request within 120 calendar days of receiving the reconsideration request
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 80.8% of the time

Employment Insurance

Payment of Employment Insurance benefits

  • Our standard: Our goal is for EI benefit payments or non-benefit notifications to be issued within 28 days of filing
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 83.8% of the time

Accuracy of Employment Insurance payments

  • Our standard: Our goal is for EI payments to be accurate
  • Our target: ESDC aims to meet an annualized accuracy rate of 95%
  • Our performance in 2015-2016: ESDC met this standard with an annualized accuracy rate of 93.9%

Access to an Employment Insurance call centre agent

  • Our standard: Our goal is for EI calls to be answered by an agent within 10 minutes
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 37% of the time

Employment Insurance requests for reconsideration

  • Our standard: Our goal is for EI request for reconsideration decisions to be finalized within 30 days of the request being received
  • Our target: ESDC aims to meet this standard 70% of the time
  • Our performance in 2015-2016: ESDC met this standard 56.1% of the time

Learn more about Employment Insurance.

Grants and Contributions

Acknowledgement of Grants and Contributions proposals

  • Our standard: Our goal is for grants and contributions proposals to be acknowledged within 21 calendar days of the application package being received
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 98% of the time

Processing of contribution and grant payments

  • Our standard: Our goal is for:
    • Contribution payments to be processed within 28 calendar days upon receipt of a completed claim package for approved contribution projects
    • Grant payments to be processed within 15 calendar days after the approved project start date for approved grant projects
  • Our target: ESDC aims to meet these targets 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 97% of the time

Note: This Standard only measures time for processes that are within departmental control; hence, time required to issue cheques (a function not performed by the Department), or mailing time required by Canada Post is not included.

Learn more about Grants and Contributions.

Job Bank

Validation of employer files

  • Our standard: Our goal is to validate employer files within 5 business days
  • Our target: ESDC aims to meet this standard 100% of the time. (Note: service standard applies to employer files that reflect accurate and complete information)
  • Our performance in 2015-2016: A new Job Bank module was released in 2015-2016, making this the baseline year. Performance results will be available for 2016-2017

Job advertisement postings

  • Our standard: Our goal is to post job advertisements within 2 business days
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: A new Job Bank module was released in 2015-2016, making this the baseline year. Performance results will be available for 2016-2017

Learn more about Job Bank.

Occupational Health and Safety

Guidance to questions on regulatory requirements

  • Our standard: Our goal is to provide written guidance to questions on regulatory requirements submitted to NA-Interpretations-GD@labour-travail.gc.ca within 10 business days, as well as estimated timeline for answers requiring further research or consideration
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Learn more about Occupational Health and Safety.

Old Age Security

Payment of Old Age Security basic benefits

  • Our standard: Our goal is for OAS basic benefits to be paid within the first month of entitlement
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 88.4% of the time

Accuracy of Old Age Security payments

  • Our standard: Our goal is for OAS/Guaranteed Income Supplement/Allowance, and Allowance for Survivor payments to be accurate
  • Our target: ESDC aims to meet an annualized accuracy rate of 95%
  • Our performance in 2015-2016: ESDC met this standard with an annualized accuracy rate of 98.6%

Access to an Old Age Security and Canada Pension Plan call centre agent

  • Our standard: Our goal is for OAS calls to be answered by an agent within 10 minutes
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 86% of the time

Learn more about Old Age Security.

Passport applications

Passport applications made at Service Canada passport offices

  • Our standard: Our goal is to have passport applications made in-person at a Service Canada Passport Office processed within 10 business days
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.8% of the time

Passport applications submitted by mail

  • Our standard: Our goal is to have passport applications submitted by mail processed within 20 business days
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.7% of the time

Passport applications made at a Service Canada passport receiving agent

  • Our standard: Our goal is to have in-person passport applications made at a Service Canada passport receiving agent processed within 20 business days
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.9% of the time

Learn more about Passport Services.

Principal Publisher

Accessibility of Canada.ca

  • Our standard: Our goal is for the Canada.ca website to be accessible 24 hours a day, seven days a week
  • Our target: ESDC aims to meet this standard 99.9% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Temporary Foreign Worker Program - Labour Market Impact Assessments

Service Standard for the Issuance of Labour Market Impact Assessments under the Temporary Foreign Worker Program: 10-Day Priority Processing for Certain Occupations

  • Our standard: Applicants submitting an eligible Labour Market Impact Assessments (LMIA) application for highest-demand occupations (skilled trades), highest-paid occupations (top 10% of wages in a given province or territory where the job is created), short duration work periods (120 days or less), will receive a decision on their application within 10 business days, starting on the business day after the application has been received by Service Canada
  • Our target: The target for achieving this standard is set at 80%
  • Our performance in 2015-2016: ESDC met this standard 87.9% of the time

Social Insurance Number

Social Insurance Numbers issued in one in-person visit

  • Our standard: Our goal is to issue SIN in one in-person visit (based on complete applications with all supporting documentation)
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 98.9% of the time

Social Insurance Number applications made by mail

  • Our standard: Our goal is to issue Social Insurance Numbers for clients that apply by mail (from inside or outside of Canada) within 20 business days of Service Canada receiving the application (based on complete applications with all supporting documentation).
  • Our target: Target results currently being determined
  • Our performance in 2015-2016: This is a baseline year.

Newborn Registration Service applications

  • Our standard: Our goal is to issue Social Insurance Numbers for clients that apply through the Newborn Registration Service within 10 business days of receiving the information from the province of birth.
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Learn more about Social Insurance Number.

Student financial assistance

Canada Student Loan Program telephone inquiry response standards

  • Our standard: Our goal is to answer inbound telephone inquiries within 20 seconds
  • Our target: ESDC aims to meet this standard 80% of the time
  • Our performance in 2015-2016: ESDC met this standard 82.6% of the time

Canada Student Loan Program telephone call blockage rate for inbound telephone inquiries

  • Our standard: Our goal is for the Call Blockage rate for inbound telephone inquiries to be less than 0.5%
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Canada Student Loan Program written inquiry response standards

  • Our standard: Our goal is for responses to written inquiries to be sent within 10 working days of receipt
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Canada Student Loan Program email inquiry response standards

  • Our standard: Our goal is for responses to email inquiries to be sent within two working days of receipt
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Canada Student Loan Program responses to complaints

  • Our standard: Our goal is for responses to complaints to be sent in writing within 10 working days of receipt
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Processing standard for master Student Financial Assistance agreements

  • Our standard: Our goal is for Master Student Financial Assistance Agreements to be processed within three working days of receipt of complete and accurate documentation
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Processing standard for incomplete or inaccurate master Student Financial Assistance agreements

  • Our standard: Where information on a Master Student Financial Assistance Agreement is incomplete or inaccurate, our goal is for action to resolve this to be taken within two working days
  • Our target: ESDC aims to meet this standard 95% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.9% of the time

Processing standard for borrower requests on a change in their loan repayment schedule

  • Our standard: Where a borrower requests a change in their loan repayment schedule, our goal is for changes to be completed within five working days of receipt of a complete and accurate request in 100% of cases
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 100% of the time

Processing standard for Repayment Assistance Plan applications

  • Our standard: Our goal is for applications to the Repayment Assistance Plan to be assessed within three working days of receipt of complete and accurate information (including all supporting documentation)
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.9% of the time
  • Our standard: Our goal is for clients to be informed of the final outcome of their Repayment Assistance Plan assessment (approved or refused) within two working days of the decision
  • Our target: ESDC aims to meet this standard 100% of the time
  • Our performance in 2015-2016: ESDC met this standard 99.9% of the time

Learn more about Canada Student Loans Program.

Canada Education Savings Grant

  • Our standard: Within 65 days of making a contribution into a Registered Education Savings Plan (RESP), you can expect the Canada Education Savings Grant to be deposited directly into the child's RESP account. Your application must be complete and accurate.
  • Our target: ESDC aims to meet this standard 95% of the time
  • Our performance in 2015-2016: ESDC met this standard 97% of the time

Learn more about Canada Educations Savings Grant.

Canada Learning Bond

  • Our standard: Within 65 days from the receipt of a complete and accurate application, a $500 Bond payment will be deposited directly into the child's RESP account. In August of every year, an additional $100 Bond payment will be made directly into your child's RESP as long as the child continues to qualify.
  • Our target: ESDC aims to meet this standard 85% of the time
  • Our performance in 2015-2016: ESDC met this standard 92% of the time

Learn more about Canada Learning Bond.

Canada Education Savings Program service pledge

The Canada Education Savings Program is committed to the delivery of client-centered, well-managed, high quality service to Canadians. We do this by:

  • ensuring that our service standards are being met
  • providing you with opportunities to contact our program directly
  • seeking feedback through periodic surveys and incorporating your suggestions where possible
  • publishing the results of surveys through Canada.ca website

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