Public Services and Procurement Canada
Services, standards and results 2019 to 2020

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Highlights

Reporting on service standards is essential for tracking how well we are serving our clients. In 2018-2019, 47 of 68 targets were achieved or surpassed, representing an overall score of 69%. This demonstrates our continued commitment to meeting our clients’ expectations and supporting the delivery of their services to Canadians.

Improvements for 2019-2020 focus on increasing client-centricity such as ensuring standards are based on direct feedback.

The following table indicates the number of service standards that were in place for each of Public Services and Procurement Canada’s (PSPC) five service categories, and the number of service standards that met or surpassed the target. The table also shows the number of service standards that are in place in 2019 to 2020 for each of PSPC's five service categories.

Table 1: The number of service standards
Service category 2018 to 2019:
Number of service standards
Number of service standards
that met or surpassed the target
2019 to 2020:
Number of service standards
Buying and selling 11 8 11
Payments and pensions 11 7 10
Property and buildings 2 1 2
Security, corporate and information services 33 22 34
Translation, terminology and interpretation 11 9 11
Total 68 47 68

Buying and selling

The following tables on service standards and targets show service targets for 2018 to 2019 and 2019 to 2020 for procurement tools and services, awarding of contracts, and client relationship management. The tables also include results for 2018 to 2019.

Table 2: Procurement tools and services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Acknowledge receipt of client requisitions sent electronically (for example by e-mail) within 1 business day 95% 95.1% 95%
Acknowledge receipt of client requisitions sent by fax or mail within 2 business days 95% 99.6% 95%
Provide clients with their procurement officer's name and contact information within 5 business days of allocation or requisition 80% 60.2% 80%
Provide 24/7 access to emergency procurement on a priority basis using timelines established with the client department 100% 100% 100%
Deliver services with a quality level that meets clients' expectations 80% 83% 80%
Deliver services with accuracy that meets clients' expectations 80% 85% 80%
Deliver services that are highly valued by clients 80% 57% 80%
Table 3: Awarding of contracts
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Basic procurement contracts, within 80 business days 85% 80.8% 85%
Standard procurement contracts, within 100 business days 80% 71.1% 80%
Table 4: Client relationship management
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Acknowledge clients' inquiries within 1 business day 95% 95% 95%
Respond to clients' inquiries within 3 business days 95% 95% 95%

Payments and pensions

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for federal pay and benefits administration, federal pension administration, and Receiver General Services. The tables also include results for 2018 to 2019.

Table 5: Federal pay and benefits administration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Client Contact Centre to answer calls within 180 seconds—Reworded 80% 65.8% table 5 note 1 80%
Percentage of pay transactions processed that are on time—Reworded 95% 55%table 5 note 2 80%
Percentage of new pod intake processed within services standards—New Not applicable Not applicable 80%
Table 6: Federal pension administration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of Pension transactions and pension-related payments processed within established timeframes 95% 98% 95%
Percentage of first pension payments issued within established timeframes 95% 98% 95%
Answer public service pension administration calls at the Pension Centre within 180 seconds 80% 83% 80%
Table 7: Receiver General Services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Answer calls about Receiver General cheques within 180 seconds 80% 81.9% 80%
Percentage of payments issued by the Receiver General on behalf of the Government of Canada in accordance with legislated due dates—Deleted 99.9% Not applicable Not applicable
Percentage of all payments processed by the Receiver General for the Government of Canada as per established schedules 99% 99.99% 99.9%
Respond to Receiver General cheque status enquiries within 24 hours 99.9% 100% 99.9%
Provide a copy of a paid Receiver General cheque from the previous 6 years within 2 business days 98% 100% 98%
Publish Public Accounts of Canada within 24 hours of tabling in Parliament—Deleted 100% Not applicable Not applicable

Property and buildings

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for office accommodation services. The table also includes results for 2018 to 2019.

Table 8: Office accommodation services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Ensure Public Services and Procurement Canada (PSPC) real property portfolio of facilities remains operational during normal business hours as defined as 7:00 a.m. to 6:00 p.m., Monday through Friday 99% 99.78% 99%
Satisfaction rating for service calls reported through the National Service Call Centre (NSCC) 90% 89.25% 90%

Security services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for security clearance issuance, Industrial Security Call Centre, integrity database services, and controlled goods. The tables also include results for 2018 to 2019.

Table 9: Security clearance issuance
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Process a simple request for reliability status (to access protected information and assets) within 7 business days 85% 97% 85%
Process a complex request for reliability status (to access protected information and assets) within 120 business days 85% 93% 85%
Process a simple request for security clearance (to access classified information and assets) within 75 business days 80% 98% 80%
Process a complex request for security clearance (to access classified information and assets) within 120 business days 80% 90% 80%
Table 10: Industrial security call centre
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Respond/refer inquiries within 2 business days 90% 87%table 10 note 1 90%
Table 11: Integrity database services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Complete verification checks within 4 hours 80% 99% 80%
Table 12: Controlled goods (company registration, exemptions and company inspection)
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Issue registration certificates (new and renewal) within 32 business days 80% 62%table 12 note 1 80%
Conduct security assessments within 32 business days 80% 62%table 12 note 2 80%
Issue visitor exemption certificates within 10 business days 80% 94.9% 80%
Issue temporary worker exemption certificates within 30 business days 80% 95.9% 80%
Companies are compliant with the Controlled Goods Regulations upon first inspection—New 80% 77%table 12 note 3 80%

Corporate services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for Government of Canada's document management solution (GCDOCS), Shared services integration, My Government of Canada Human resources (MyGCHR), Canadian General Standards Board, Shared Travel Services, document imaging, GCSurplus, and Seized Property Management Directorate. The tables also include results for 2018 to 2019.

Table 13: Government of Canada's document management solution
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
GCDOCS acknowledges receipt of client inquiries within one business day 80% 80% 99%
GCDOCS addresses client inquiries, providing advice and guidance, within five business days 80% Not availabletable 13 note 1 80%
Presentations created by GCDOCS for the GCDOCS Director General Operational Committee meetings are available on GCpedia, in both official languages, two business days before the meeting 90 % 75% for English 90 %
0 % for Frenchtable 13 note 2
Table 14: Shared services integration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Deliver on annual plan commitments on time, on scope and on budget 95% Not availabletable 14 note 1 Not availabletable 14 note 1
Resourcing: For resourcing processes with an established Project Plan and Timeline, SHRS will meet the established milestones/deliverables 90% Not availabletable 14 note 1 80%
Classification: SHRS will plan a client consultation meeting and have an established work plan within 5 days of that meeting to present the service standards 90% Not availabletable 14 note 1 80%
Compensation: SHRS will close 6 cases per day per compensation advisor for work to be completed for the Pay Centre 90% Not availabletable 14 note 1 80%

Help desk inquiries are responded to within priority level timelines:

  • Priority 1—less than one hour
  • Priority 2—within two hours
  • Priority 3—within twenty-four hours
  • Priority 4—between twenty-four and forty-eight hours
80% Not availabletable 14 note 1 Not availabletable 14 note 1
GCcase clients have access to the required platforms (i.e. Pre-production, Client-Development-Test and Production) as per the date indicated in the published onboarding schedule 90% 95% 95%
Table 15: Canadian General Standards Board
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of National Standards of Canada collection review started in fiscal year (20% reviewed per year based on five-year cycle) 20%
(100% over 5 years)
72% 20%
(100% over 5 years)
Table 16: Shared Travel Services
Service standard Target 2018 to 2019 Final results 2019 to 2019 Target 2019 to 2020
STS acknowledges receipt of client inquiries within one business day 80% 92% 80%
STS addresses client inquiries not involving third parties within 15 business days of their receipt 70% 83% 70%
Table 17: Document imaging
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
All document imaging request by departments fulfilled within agreed upon timeframes 95% 98.5% 95%
All document imaging requested by departments fulfilled within the cost identified in the agreement 95% 100% 95%
Table 18: GCSurplus
Service standard Target 2018 to 2018 Results 2017 to 2018 Target 2018 to 2019
Website is operational 24/7 95% 100% 95%
Table 19: Seized Property Management Directorate
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Compliance to court ordered timing 100% of the time 100% 100% 100%
Attendance take down when asked 100% of the time 100% 100% 100%

Information services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for the Canada Gazette, publishing and depository services, Electronic Media Monitoring, Public Opinion Research, Advertising Coordination and Partnerships, and Communications. The tables also include results for 2018 to 2019.

Table 20: The Canada Gazette
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette) 99% 99.98% 99%
Table 21: Publishing and depository services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of client inquiries responded to within 48 hours 80% 96% 80%
Table 22: Copyright Media and Clearance Program—Renamed
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Client inquiries are responded to within 48 hours 90% 100% 90%
Table 23: Public Opinion Research
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Public Opinion Research Directorate provides feedback on supplier proposals within 3 business days of receipt 80% 98% 80%
Table 24: Advertising Coordination and Partnerships
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Statements of Work are reviewed within 3 days 90% 97% 90%
Table 25: Communications
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of media inquiries responded to within negotiated timelines 100% 95% 95%

Translation, terminology and interpretation

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for translation and linguistic services, terminology standardization services, interpretation, and client relationship management. The tables also include results for 2018 to 2019.

Table 26: Translation and linguistic services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
The quality of texts outsourced to official language service providers will be controlled by a language professional from the Translation Bureau—Reworded 70% 80% 85%
Linguistic services requests will be processed within the initial deadlines requested by the clients—Reworded 90% 80% 85%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients—Reworded 95% 95% 95%
Linguistic services requests will be assigned to an internal or external translator within 24 hours following receipt of the request—Reworded 95% 88% 95%
Table 27: Terminology standardization services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
To ensure that the Government of Canada’s terminology remains up to date, 2,000 records will be created, modified or deactivated in TERMIUM Plus®, in each of the following three fields: military, computer science and construction—Reworded 95% 100% 95%
Requests received by the Terminology help service (btterminosvp.tbterminosvp@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of one (1) working day—Reworded 99% 99% 99%
Table 28: Interpretation
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Official languages interpretation requests will be processed in accordance with a deadline of three (3) working days—Reworded 95% 98% 95%
Foreign language interpretation requests will be processed in accordance with a deadline of three (3) working days—Reworded 95% 100% 95%
Visual interpretation requests will be processed in accordance with a deadline of one (1) working dayReworded 95% 100% 95%
Table 29: Client relationship management
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Clients’ information requests received electronically bureaudelatraduction.translationbureau@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of two (2) working days—Reworded 95% 99% 95%
Client accounts will be created within five (5) working days following receipt of the required information—Reworded 95% 97% 95%

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