ESDC service performance reporting for fiscal year 2020 to 2021 - Canada.ca

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• 1 800 O-Canada
• Canada Apprentice Loans
• Canada.ca
• Canada Disability Savings Grant and Bond
• Canada Education Savings Grant and Canada Learning Bond
• Canada Pension Plan
• Canada Pension Plan Disability Benefits
• Canada Student Grants and Canada Student Loans
• Canadian Benefit for Parents of Young Victims of Crime
• Canadian Passport
• Employment Insurance
• Federal Mediation and Conciliation Service (FMCS)
• Grants and Contributions for Employment and Social Development Programs
• Grants and Contributions for the Labour Program
• Government Employee Compensation Act (GECA)
• In-Person Service
• Job Bank for Employers
• Job Bank: Job Seekers – Find a Job
• Labour Market Information
• Labour Standards Compliance and Enforcement (LSCE)
• Occupational Health and Safety Compliance and Enforcement
• Office for Client Satisfaction
• Old Age Security
• Social Insurance Number
• Temporary Foreign Worker Program – Labour Market Impact Assessments
• Wage Earner Protection Program

1 800 O-Canada

Access to a 1 800 O-Canada agent

• Our standard: 1 800 O-Canada calls for general enquiries are answered by an agent within 18 seconds
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 62%of the time

Learn more about 1 800 O-Canada.

Canada Apprentice Loans

Application processing for Canada Apprentice Loans

• Our standard: Applications are processed within 2 business days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Payment of Canada Apprentice Loans

• Our standard: Payments on Canada Apprentice Loans are processed within 2 business days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Canada Apprentice Loans telephone response time

• Our standard: Canada Apprentice Loan telephone enquiry calls are answered within 20 seconds
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 58% of the time

Canada Apprentice Loans email response time

• Our standard: Applicants are e-mailed within 2 working days of a contact trigger (e.g. error in application, welcome message, application refusal)
• Our target: To meet this standard 100% of the time

• Our performance in 2020 to 2021: ESDC met this standard 99.6% of the time

Learn more about Canada Apprentice Loans Canada.ca

Accessibility of Canada.ca

• Our standard: Canada.ca is accessible 24 hours a day, 7 days a week
• Our target: To meet this standard 99% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Learn more about Canada.ca

Canada Disability Savings Grant and Bond

Canada Disability Savings Grant and Canada Disability Savings Bond telephone response time

• Our standard: Canada Disability Savings Grant and Bond telephone enquiry calls are answered within 180 seconds
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 92% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond voicemail response time

• Our standard: Voicemail messages are responded to within one business day
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 94% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond written enquiry response time

• Our standard: Written enquiries are responded to within five business days
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 52.2% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond e-mail enquiry response time

• Our standard: Email enquiries are responded to within five business days
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 79% of the time

Learn more about the Registered Disability Savings Plan.

Canada Education Savings Grant and Canada Learning Bond

Canada Education Savings Grant

• Our standard: Canada Education Savings Grants are paid into a child’s Registered Education Savings Plan (RESP) within 65 days of the subscriber’s contribution if the application is complete and accurate
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.4% of the time

Learn more about Canada Educations Savings Grant.

Canada Learning Bond

• Our standard: Canada Learning Bonds are paid into a child’s Registered Education Savings Plan (RESP) within 65 days of requesting the bond, if the child is eligible, and the application is complete and accurate. Then, for an eligible child who continues to qualify, an additional $100 in bond is paid every August.
• Our target: To meet this standard 85% of the time
• Our performance in 2020 to 2021: ESDC met this standard 92.8% of the time

Learn more about Canada Learning Bond.

Canada Education Savings Grant and Canada Learning Bond telephone response time

• Our standard: Canada Education Savings Grant and Canada Learning Bond telephone enquiry calls are answered within 180 seconds
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 95% of the time

Canada Education Savings Grant and Canada Learning Bond voicemail response time

• Our standard: Voicemails are responded to within one business day
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 92% of the time

Canada Education Savings Grant and Canada Learning Bond written enquiry response time

• Our standard: Written enquiries are responded to within five business days
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 65% of the time

Canada Education Savings Grant and Canada Learning Bond e-mail enquiry response time

• Our standard: Email enquiries are responded to within five business days
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 80% of the time

Canada Pension Plan

Canada Pension Plan retirement benefits

• Our standard: Canada Pension Plan retirement benefits are paid within the first month of entitlement
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: We met this standard 97.9% of the time

Accuracy of Canada Pension Plan payments

• Our standard: Canada Pension Plan payout are to be accurate ($ millions).
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.9% of the time

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

• Our standard: Canada Pension Plan and Old Age Security calls are answered by an agent within 10 minutes
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 31.7% of the time

Learn more about Canada Pension Plan.

Canada Pension Plan Disability Benefits

Application for Canada Pension Plan disability benefits

• Our standard: A decision is made within 120 calendar days of receiving a complete application
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 60.9% of the time

Canada Pension Plan disability benefit for applicants with a terminal illness

• Our standard: A decision is made within 5 business days of receiving a complete terminal illness application
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 85.5% of the time

Canada Pension Plan disability benefit for applicants with a grave medical condition

• Our standard: A decision is made within 30 calendar days of receiving a complete application if the individual has a grave medical condition
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 87.1% of the time

Canada Pension Plan disability benefit reconsiderations

• Our standard: A decision is made within 120 calendar days of receiving a request for reconsideration
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 61.2% of the time

Learn more about Canada Pension Plan Disability benefits.

Canada Student Grants and Canada Student Loans

Canada Student Financial Assistance Program telephone response time

• Our standard: Answer telephone enquiries within 20 seconds
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 42.1% of the time

Canada Student Financial Assistance Program telephone call blockage rate

• Our standard: Calls are blocked less than 0.5% of the time
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Canada Student Financial Assistance Program written enquiry response time

• Our standard: Written enquiries are responded to within 10 working days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Canada Student Financial Assistance Program email enquiry response time

• Our standard: Email enquiries are responded to within two working days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 98.6% of the time

Canada Student Financial Assistance Program response time to complaints

• Our standard: Complaints are responded to in writing within 10 working days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Processing time for Master Student Financial Assistance Agreements - Online

• Our standard: Complete and accurate Master Student Financial Assistance Agreements are processed within three working days  
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Processing time for Master Student Financial Assistance Agreements - Mail

• Our standard: Complete and accurate Master Student Financial Assistance Agreements are processed within three working days  
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Processing time for incomplete or inaccurate Master Student Financial Assistance Agreements

• Our standard: Incomplete or inaccurate Master Student Financial Assistance Agreements are actioned within two working days to resolve
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Processing time for borrower requests to change their loan repayment schedule

• Our standard: Where a borrower requests a change in their loan repayment schedule changes are applied within five working days of receipt of complete and accurate requests  
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 45.3% of the time

Processing time for Repayment Assistance Plan applications

• Our standard: Repayment Assistance Plan applications are assessed within three working days of receipt of complete and accurate information (including all supporting documentation)
• Our target: To meet this standard 100% of the time

• Our performance in 2020 to 2021: ESDC met this standard 51.4% of the time

• Our standard: Clients are informed of the final outcome of their Repayment Assistance Plan assessment (approved or refused) within two working days of the decision

• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Learn more about Canada Student Grants and Loans.

Canadian Benefit for Parents of Young Victims of Crime

Initial Canadian Benefit payments for the Canadian Benefit for Parents of Young Victims of Crime

• Our standard: Percentage of initial Canadian Benefit for Parents of Young Victimes of Crime grant payments and non-payment notifications issued within 35 calenday days
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Learn more about the Canadian Benefit for Parents of Young Victims of Crime

Canadian Passport

Passport applications made at a Service Canada Centre - Passport Services

• Our standard: In-person passport applications made at Service Canada Centre - Passport Services are processed within 10 business days
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC did not report on this standard this year

Passport applications made by mail

• Our standard: Passport applications submitted by mail are processed within 20 business days
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC did not report on this standard this year

Passport applications made at a Service Canada Centre In Person

• Our standard: In-person passport applications made at a Service Canada Centre are processed within 20 business days
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC did not report on this standard this year

Learn more about Passport Services.

Employment Insurance

Payment of Employment Insurance benefits

• Our standard: Applicants receive an Employment Insurance benefit payment or are notified that they are not eligible for benefits within 28 calendar days of applying
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 88.8% of the time

Accuracy of Employment Insurance payments

• Our standard: Employment Insurance benefit payout are to be accurate ($ millions).
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 95.5% of the time

Access to an Employment Insurance call centre agent

• Our standard: Employment Insurance calls are answered by an agent within 10 minutes
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 11.2% of the time

Employment Insurance requests for reconsideration

• Our standard: Employment Insurance Requests for Reconsideration are finalized within 30 days of the request being received
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 88.7% of the time

Learn more about Employment Insurance.

Federal Mediation and Conciliation Service (FMCS)

Processing time to appoint a conciliator

• Our standard: Process conciliation appointments within 15 calendars days of receiving the requests compliant to section 6 of the Canada Industrial Relation Regulations
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Grants and Contributions for Employment and Social Development Programs

Acknowledgement of Grants and Contributions proposals

• Our standard: Grants and contributions proposals are acknowledged within 21 calendar days of receiving the application package
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 88.7% of the time

Processing grant and contribution payments

• Our standard: Our goal is that:
• Contribution payments are processed within 28 calendar days of receipt of a completed claim package for approved contribution projects
• Grant payments are processed within 15 calendar days after the approved project start date for approved grant projects
• Our target: To meet these standards 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 89.1% of the time

Learn more about Grants and Contributions.

Grants and Contributions for the Labour Program

Labour Funding Program (LFP)

1. International Trade and Labour (ITL)
2. Occupational Health and Safety (OHS)

Acknowledgement of Grants and Contributions proposals

• Our standard: Our goal is that:
• Grants and Contributions proposals are acknowledged within 21 days of the receipt of application
• Contribution payments to be processed within 28 days of receipt of a completed claim package for approved projects
• Grants payments to be processed within 15 days after the project start date
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Learn more about Labour Funding Program

Government Employee Compensation Act (GECA)

Transmission of injury reports to the Worker Compensation Board (WCB)

• Our standard: Percentage of employer reports of injury forwarded by the Federal Workers Compensation Service (FWCS) to the Worker Compensation Board (WCB) within 15 days
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 98% of the time

Learn more about Accidents in the workplace: federal government employees and Survivor benefits: Employees slain on duty

In-Person Service

Proximity to a Service Canada point of service

• Our standard: Percentage of Canadians living within 50 kilometres of a Service Canada point of service
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 93.4% of the time

Waiting time for clients to be served

• Our standard: Percentage of assisted clients served within 25 minutes
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 94.8% of the time

Access to a Outreach Support Center Service staff

• Our standard: The Outreach Support Center Service Standard is 90% of calls answered within 5 minutes
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.3% of the time

Learn more about In-person Service

Job Bank for Employers

Validation of employer files

• Our standard: Accurate and complete employer files are assessed and processed within 5 business days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Job advertisement postings

• Our standard: Job advertisements are assessed and processed within 2 business days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.6% of the time

Learn more about Job Bank.

Job Bank: Job Seekers – Find a Job

Accessibility of www.jobbank.gc.ca

• Our standard: The www.jobbank.gc.ca website is accessible 24 hours a day, 7 days a week
• Our target: To meet this standard 99.5% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.5% of the time*                           (*0.5% downtime is due to planned maintenance)

Learn more about Job Bank

Labour Market Information

Time to answer clients enquiries

• Our standard: Our goal is to respond to clients enquiries to the National Occupational Classification (NOC) and Labour Market Information (LMI) inbox within 5-10 business days
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 97.9% of the time

Learn more about Labour Market Information

Labour Standards Compliance and Enforcement (LSCE)

Labour Standards Compliance and Enforcement monetary complaints settlements

• Our standard: Percentage of monetary complaints that are settled within 180 days
• Our target: To meet this standard 60% of the time
• Our performance in 2020 to 2021: ESDC met this standard 50% of the time

Labour Standards Compliance and Enforcement unjust dismissal complaints settlements

• Our standard: Percentage of unjust dismissal complaints that are settled within 180 days
• Our target: To meet this standard 75% of the time
• Our performance in 2020 to 2021: ESDC met this standard 69% of the time

Learn more about Labour Standards

Occupational Health and Safety Compliance and Enforcement

Guidance to questions on regulatory requirements

• Our standard: Occupational Health and Safety cases are finalized within 120 days (excluding prosecutions, appeals and technical surveys)
• Our target: To meet this standard 70% of the time
• Our performance in 2020 to 2021: ESDC met this standard 73% of the time

Learn more about Occupational Health and Safety.

Office for Client Satisfaction

Online:

Aknowledgement of feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied acknowledged within 24 hours of reception
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Time to reply to feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied within seven working days of acknowledgement
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.7% of the time

Postal mail:

Acknowledgement of feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied acknowledged within 24 hours of reception
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Time to reply to feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied within seven working days of acknowledgement
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: N/A

Fax:

Acknowledgement of feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied acknowledged within 24 hours of reception
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 92.3% of the time

Time to reply to feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied within seven working days of acknowledgement
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Telephone:

Acknowledgement of feedback

• Our standard: Percentage of Office for Client Satisfaction feedback acknowledged within 24 hours of reception
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 99.9% of the time

Time to reply to feedback

• Our standard: Percentage of Office for Client Satisfaction feedback replied within seven working days of acknowledgement
• Our target: To meet this standard 100% of the time
• Our performance in 2020 to 2021: ESDC met this standard 98.7% of the time

Learn more about the Office for Client Satisfaction

Old Age Security

Payment of Old Age Security basic benefits

• Our standard: Old Age Security basic benefits are paid within the first month of entitlement
• Our target: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 90.5% of the time

Accuracy of Old Age Security payments

• Our standard: Old Age Security, Guaranteed Income Supplement, Allowance and Allowance for Survivor benefit payout are to be accurate
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 96.9% of the time

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

• Our standard: Canada Pension Plan and Old Age Security calls are answered by an agent within 10 minutes
• Our target: To meet this standard 80% of the time
• Our performance in 2020 to 2021: ESDC met this standard 31.7% of the time

Learn more about Old Age Security.

Social Insurance Number

Social Insurance Numbers issued in one in-person visit

• Our standard: Social Insurance Numbers are issued in one in-person visit (based on complete applications with all supporting documentation)
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 98% of the time

Social Insurance Numbers issued by mail

• Our standard: Social Insurance Numbers are issued 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: To meet this standard 90% of the time
• Our performance in 2020 to 2021: ESDC met this standard 77.2% of the time.

Newborn Registration Service applications

• Our standard: Social Insurance Numbers are issued for clients that apply through the Newborn Registration Service within 10 business days of receiving the information from the province of birth.
• Our target: To meet this standard 95% of the time
• Our performance in 2020 to 2021: ESDC met this standard 100% of the time

Learn more about Social Insurance Number.

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: A decision on an eligible Labour Market Impact Assessments application for highest-demand occupations , highest-paid occupations, short duration work periods, or an eligible Labour Market Impact Assessment under the Global Talent Stream, is made with within 10 business days, after receiving the application.
• Our target: To meet this standard 80% of the time.
• Our performance in 2020 to 2021: Due to the COVID 19 pandemic the 10 day priority processing target is suspended, however, the Global Talent Stream and other prioritized files aim to be processed within 10 business day where possible.

Learn more about Temporary Foreign Worker Program – Labour Market Impact Assessments

Wage Earner Protection Program

Wage Earner Protection Program payment and non-payment notification

• Our standard: Percentage of initial Wage Earner Protection Program payments and non-payment notifications issued within 35 calendar days
• Our target: To meet this standard 80% of the time.
• Our performance in 2020 to 2021: ESDC met this standard 89.4% of the time

Learn more about the Wage Earner Protection Program