Public Services and Procurement Canada
Services, standards and results 2020 to 2021

Highlights

Reporting on service standards is essential for tracking how well we are serving our clients. In 2019 to 2020, 48 of 66 targets were achieved or surpassed, representing an overall score of 73%. This demonstrates our continued commitment to meeting our clients’ expectations and supporting the delivery of their services to Canadians.

Improvements for 2020 to 2021 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) 5 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 2020 to 2021 for each of PSPC's 5 service categories.

Table 1: Number of service standards in place and number of service standards that met or surpassed the target for each PSPC service category
Service category	2019 to 2020: Number of service standards	Number of service standards that met or surpassed the target	2020 to 2021: Number of service standards
Buying and selling	11	5	11
Payments and pensions	9	7	8
Property and buildings	2	1	2
Security, corporate and information services	33	26	29
Translation, terminology and interpretation	11	9	8
Total	66	48	58

Buying and selling

The following tables compare service standard targets with service standard results for 2019 to 2020 under procurement tools and services, awarding of contracts, and client relationship management. The tables also include service targets for 2020 to 2021.

Table 2: Comparison of service targets and service results for procurement tools and services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Acknowledge receipt of client requisitions sent electronically (for example by email) within 1 business day	95%	98.9%	95%
Acknowledge receipt of client requisitions sent by fax or mail within 2 business days	95%	99.8%	95%
Provide clients with their procurement officer's name and contact information within 5 business days of allocation or requisition	80%	56.1%	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 (Overall, how satisfied were you with the quality of service?)	80%	n/a ^{table 2 note 1}	80%
Deliver services with accuracy that meets clients' expectations (I received accurate information)	80%	n/a^{table 2 note 1}	80%
Deliver services that are highly valued by clients (I consider the Public Services and Procurement Canada (PSPC) Acquisitions Program to be a valuable partner in government operations)	80%	n/a^{table 2 note 1}	80%
Table 2 note(s) Table 2 note 1 Due to a combination of technical problems, the Acquisitions Program was unable to conduct its post-contract assessment during the fiscal year. The Acquisitions Program can substitute the results from similar questions within the 2020 client satisfaction survey if needed. Return to table 2 note 1 referrer

Table 3: Comparison of service targets and service results for awarding of contracts
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Basic procurement contracts, within 80 business days	85%	78.1%	85%
Standard procurement contracts, within 100 business days	80%	74.6%	80%

Table 4: Comparison of service targets and service results for client relationship management
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
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 compare service standard targets with service standard results for 2019 to 2020 under federal pay and benefits administration, federal pension administration, and Receiver General services. The tables also include service targets for 2020 to 2021.

Table 5: Comparison of service targets and service results for federal pay and benefits administration
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Client Contact Centre (CCC) to answer calls within 180 seconds	80%	62.3%^{table 5 note 1}	80%
Percentage of pay transactions processed that are on time—Deleted for 2020 to 2021	80%	Not available	Not available
Percentage of intake processed within services standards	80%	79%	85%
Table 5 note(s) Table 5 note 1 Justification as to why the target was not met: In early 2019 to 2020, the CCC was in its busiest time, tax season. The distribution of calls during this high period was unevenly distributed, resulting in one area significantly reducing their service standard. In addition, the high attrition rate was well above the hiring cycle. Following a review of the hiring process, the CCC implemented (Spring) a LEAN hiring process that significantly reduced timelines. Combined with a regular schedule of hiring blitzes, the CCC was able to reach its staffing levels over the summer, resulting in a steady increase in the service standard from September until its stabilization above 80% in November and the months after. Return to table 5 note 1 referrer

Table 6: Comparison of service targets and service results for federal pension administration
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Percentage of pension transactions and pension-related payments processed within established timeframes	95%	99%	95%
Percentage of first pension payments issued within established timeframes	95%	99%	95%
Answer public service pension administration calls at the Pension Centre within 180 seconds	80%	86%	80%

Table 7: Comparison of service targets and service results for Receiver General services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Answer calls about Receiver General cheques within 180 seconds	80%	82.1%	80%
Percentage of all payments processed by the Receiver General for the Government of Canada as per established schedules	99.9%	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%

Property and buildings

The following table compares service standard targets with service standard results for 2019 to 2020 under office accommodation services. The table also includes results service targets for 2020 to 2021.

Table 8: Comparison of service targets and service results for office accommodation services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Ensure Public Services and Procurement Canada 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%	99.38%	99%
Satisfaction rating for service calls reported through the National Service Call Centre (NSCC)	90%	89.31%	90%

Security services

The following tables compare service standard targets with service standard results for 2019 to 2020 under security clearance issuance, the Industrial Security Call Centre, integrity database services, and controlled goods. The tables also include service targets for 2020 to 2021.

Table 9: Comparison of service targets and service results for security clearance issuance
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Process a simple request for reliability status (to access protected information and assets) within 7 business days	85%	98%	85%
Process a complex request for reliability status (to access protected information and assets) within 120 business days	85%	86%	85%
Process a simple request for security clearance (to access classified information and assets) within 75 business days	80%	97%	80%
Process a complex request for security clearance (to access classified information and assets) within 120 business days	80%	86%	80%

Table 10: Comparison of service targets and service results for Industrial Security Call Centre
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Respond/refer inquiries within 2 business days	90%	91%	90%

Table 11: Comparison of service targets and service results for Integrity database services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Complete verification checks within 4 hours	80%	99.15%	80%

Table 12: Comparison of service targets and service results for controlled goods (company registration, exemptions and company inspection)
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Issue registration certificates (new and renewal) within 32 business days	80%	16.5% ^{table 12 note 1}	80%
Conduct security assessments within 32 business days	80%	16.3%^{table 12 note 2}	80%
Issue visitor exemption certificates within 10 business days	80%	85.2%	80%
Issue temporary worker exemption certificates within 30 business days	80%	84.9%	80%
Companies are compliant with the Controlled Goods Regulations upon first inspection	80%	90%	80%
Table 12 note(s) Table 12 note 1 Justification: In 2018-19, the delay in the issuance of registration certifications was due to: The introduction of a new internal process and the lack of available trained staff thereby creating a bottleneck at the front end of the company registration process Vacancy of the manager position resulted in a significant backlog revealed at the end of fiscal 2018-19 exceeding 700 files in February 2019. At the beginning of fiscal year 2019-20, the bulk of the backlog was still in the in-take unit of the Registrations Division with 140+ files waiting to be assigned for processing Return to table 12 note 1 referrer Table 12 note 2 Throughout 2019 to 2020, the following actions were taken in an effort to stabilize the division while allowing for more time to conduct a more fulsome security assessment of applications: The intake unit (validations) was overstaffed to provide maximum stability and contingency in periods of high turnover The Controlled Goods Directorate Registrations and Exemptions Division was split into two separate entities The registrations manager position was filled indeterminately in February 2020. In addition, 3 indeterminate registration analysts, as well as 5 registration officers were hired throughout 2019 to 2020 Our current electronic file management process, risk prioritization and individualized employee training is resulting in steady improvements in our application processing. If the trend continues, we expect to reach our desired service standard before the end of the fiscal year. Return to table 12 note 2 referrer

Corporate services

The following tables compare service standard targets with service standard results for 2019 to 2020 under: 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 service targets for 2020 to 2021.

Table 13: Comparison of service targets and service results for Government of Canada's document management solution (GCDOCS)
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
GCDOCS acknowledges receipt of client inquiries within one business day	99%	100%	100%
GCDOCS addresses client inquiries, providing advice and guidance, within five business days	80%	94%	89%
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%	0% ^{table 13 note 1}	90%
Table 13 note(s) Table 13 note 1 Justification: No presentations made at Director General Operational Committee meetings in 2019 to 2020. Return to table 13 note 1 referrer

Table 14: Comparison of service targets and service results for shared services integration
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Deliver on annual plan commitments on time, on scope and on budget—Deleted for 2020 to 2021	Not available	Not available	Not applicable
Resourcing: For resourcing processes with an established Project Plan and Timeline, Shared Human Resources Services will meet the established milestones/deliverables	80%	Not available	Not available
Classification: Shared Human Resources Services will plan a client consultation meeting and have an established work plan within 5 days of that meeting to present the service standards	80%	Not available	Not available
Compensation: Shared Human Resources Services will close 6 cases per day per compensation advisor for work to be completed for the Pay Centre	80%	Not available	Not available
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	Not available	Not available	Not available
GCcase clients have access to the required platforms (for example: pre-production, client-development-test and production) as per the date indicated in the published onboarding schedule—Deleted for 2020 to 2021	95%	95%	Not applicable

Note

Shared Human Resources Services standards were not tracked this year, targets and results are not available. The standards are to be reviewed in the future.

Table 15: Comparison of service targets and service results for Canadian General Standards Board
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
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)	82%	20% (100% over 5 years)

Table 16: Comparison of service targets and service results for Shared Travel Services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Shared Travel Services (STS) acknowledges receipt of client inquiries within one business day	80%	93%	95%
STS addresses client inquiries not involving third parties within 15 business days of their receipt	70%	83%	85%

Table 17: Comparison of service targets and service results for document imaging
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
All document imaging request by departments fulfilled within agreed upon timeframes	95%	100%	95%
All document imaging requested by departments fulfilled within the cost identified in the agreement	95%	100%	95%

Table 18: Comparison of service targets and service results for GCSurplus
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Website is operational 24/7	95%	100%	95%

Table 19: Comparison of service targets and service results Seized Property Management Directorate
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Compliance to court ordered timing 100% of the time	100%	100%	100%
Attendance take down when asked 100% of the time	100%	100%	100%

Table 20: New—Comparison of service targets and service results My Government of Canada Human Resources (MyGCHR)
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Ensuring that requests submitted are received, logged, and receipt confirmed back to the human resources (HR) clients within 4 hours	90%	94%	90%

Information services

The following tables compare service standard targets with service standard results for 2019 to 2020 under the Canada Gazette, publishing and depository services, electronic media monitoring, public opinion research, advertising coordination and partnerships, and communications. The tables also include service targets for 2020 to 2021.

Table 21: Comparison of service targets and service results for The Canada Gazette
Service standard	Service target 2019 to 2020	Final results 2019 to 2020	Service target 2020 to 2021
Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette)	99%	99.91%	99%

Table 22: Comparison of service targets and service results for publishing and depository services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Percentage of client inquiries responded to within 48 hours	80%	99%	90%

Table 23: Comparison of service targets and service results for Copyright Media and Clearance Program
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Client inquiries are responded to within 48 hours	90%	97%	90%

Table 24: Comparison of service targets and service results for public opinion research
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Public Opinion Research Directorate provides feedback on supplier proposals within 3 business days of receipt	80%	97%	80%

Table 25: Comparison of service targets and service results for advertising coordination and partnerships
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Statements of Work are reviewed within 3 days	90%	100%	90%

Table 26: Comparison of service targets and service results for communications
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Percentage of media inquiries responded to within negotiated timelines—Deleted in 2020-2021	95%	n/a	n/a

Translation, terminology and interpretation

The following tables compare service standard targets with service standard results for 2019 to 2020 under translation and linguistic services, terminology standardization services, interpretation, and client relationship management. The tables also include service targets for 2020 to 2021.

Table 27: Comparison of service targets and service results for translation and linguistic services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
The quality of texts outsourced to official language service providers will be controlled by a language professional from the Translation Bureau	85%	96%	98%
Linguistic services requests will be processed within the initial deadlines requested by the clients	85%	80% ^{table 27 note 1}	85%
Linguistic services requests will be assigned to an internal or external translator within one 1 business day following receipt of the request—Reworded in 2020-2021	95%	84% ^{table 27 note 2}	90%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients	95%	96%	95%
Table 27 note(s) Table 27 note 1 Justification: When it is not possible to deliver services within a client’s initially requested deadline, a new deadline is suggested and is subject to the client’s approval. Although it was estimated that about 75% of the deadlines initially requested by clients did not fall within the Translation Bureau’s recommended service standards (accessible to Public Services and Procurement Canada employees only), deadlines were met 80% of the time without changing the date originally requested, demonstrating valiant efforts to meet clients’ expectations. Moving forward, the Translation Bureau will soon be replacing its current technolinguistic platform (Online Ordering System) with GClingua to simplify the delivery of its linguistic services, from the reception of requests to final invoicing. Once GClingua is in place, the Bureau will have a complete and robust cloud-based solution to run its core processes. The Bureau will use state-of-the-art request management and translation assistance tools in a fully integrated and secure environment. In addition to being more stable and reliable, GClingua promises to also be more efficient, as it is based on industry best practices. A business process improvement working group was created to examine current procedures in order to find efficiencies and eliminate unnecessary steps. Return to table 27 note 1 referrer Table 27 note 2 This service standard was reworded in 2019 to 2020 in an effort to make it more client centric and to uphold an ambitious service delivery commitment. However, there are several factors which determine how quickly a document is assigned to a translator. To ensure the Bureau implements robust service standards, it will analyze data to measure the impact quick assignment of documents may have on other service aspects, such as deadline compliance and quality. Further to this, the Translation Bureau has recently conducted an analysis of the number of contracts with suppliers, which will ensure that it has the necessary external resources to handle the required capacity in the future. There are also plans to increase the number of client advisors working evenings and weekends, which will ensure that there will be people who can continue to assign documents after normal business hours, but before the 24-hour standard has elapsed. In the longer term, as mentioned previously, the Bureau will be replacing its current technolinguistic platform (Online Ordering System) with GClingua to simplify the delivery of its linguistic services, from the reception of requests to final invoicing. Return to table 27 note 2 referrer

Table 28: Comparison of service targets and service results for terminology standardization services
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
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: ^{table 28 note 1} military, computer science and environment—Reworded in 2020 to 2021	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	99%	99%	99%
Table 28 note(s) Table 28 note 1 Records in other fields will also be created, modified or deactivated. Return to table 28 note 1 referrer

Table 29: Comparison of service targets and service results for interpretation
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Requests for interpretation services in official languages, Indigenous languages, foreign languages, sign language and oral transliteration will be reviewed and followed up in accordance with a deadline of three working days—New in 2020 to 2021	Not applicable	Not applicable	95%
Official languages interpretation requests will be processed in accordance with a deadline of three 3 working days—Deleted in 2020 to 2021	95%	100%	Not applicable
Foreign language interpretation requests will be processed in accordance with a deadline of three 3 working days—Deleted in 2020 to 2021	95%	100%	Not applicable
Visual interpretation requests will be processed in accordance with a deadline of one 1 working day—Deleted in 2020 to 2021	95%	100%	Not applicable

Table 30: Comparison of service targets and service results for client relationship management
Service standard	Service target 2019 to 2020	Final service results 2019 to 2020	Service target 2020 to 2021
Clients’ information requests received electronically (bureaudelatraduction.translationbureau@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of one (1) working day—Reworded in 2020 to 2021	95%	96%	95%
Client accounts will be created within five (5) working days following receipt of the required information—Deleted in 2020 to 2021	95%	99%	Not applicable

Overall justification for the changes made to the service standards in 2020 to 2021

All changes to the service standards result from internal review and consultations, and take into account the characteristics of a robust service standard in accordance to the Treasury Board of Canada Secretariat’s guidance.

Some targets were increased or decreased to ensure the standards were ambitious, yet remained realistic. Some standards were reworded for added precision and streamlining while others were removed if deemed to be less relevant for clients.

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Date modified:: 2024-02-05

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Public Services and Procurement Canada
Services, standards and results 2020 to 2021

On this page

Highlights

Buying and selling

Payments and pensions

Property and buildings

Security services

Corporate services

Note

Information services

Translation, terminology and interpretation

Overall justification for the changes made to the service standards in 2020 to 2021

Page details

Public Services and Procurement Canada Services, standards and results 2020 to 2021

On this page

Highlights

Buying and selling

Payments and pensions

Property and buildings

Security services

Corporate services

Note

Information services

Translation, terminology and interpretation

Overall justification for the changes made to the service standards in 2020 to 2021

Page details

Public Services and Procurement Canada
Services, standards and results 2020 to 2021