Public Services and Procurement Canada
Services, standards and results for 2021 to 2022
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Highlights
Reporting on service standards is essential for tracking how well we serve our clients. In the 2021 to 2022 fiscal year, Public Services and Procurement Canada (PSPC) achieved or surpassed 49 of 65 targets. This represents a score of 75%. This is due to a high staff turn-over, including staff shortages, as well as an increase in the volume of requests. PSPC will continue to commit to meeting our clients’ expectations and supporting the delivery of their services.
The following table shows the number of service standards that were in place for each of PSPC's 5 service categories in 2021 to 2022 compared to 2020 to 2021, and the number of service standards that met or surpassed the targets.
| Service category | 2020 to 2021: Number of service standards | Number of service standards that met or surpassed the target in 2020 to 2021 | 2021 to 2022: Number of service standards | Number of service standards that met or surpassed the target in 2021 to 2022 |
|---|---|---|---|---|
| Buying and selling | 11 | 5 | 9 | 6 |
| Payments and pensions | 9 | 6 | 10 | 6 |
| Property and buildings | 2 | 2 | 2 | 2 |
| Security, corporate and information services | 39 | 27 | 34 | 28 |
| Translation, terminology and interpretation | 8 | 5 | 10 | 7 |
| Total | 69 | 45 | 65 | 49 |
Buying and selling
The following tables compare service standard targets with service standard results for 2020 to 2021 under procurement and contracting and information and education services to businesses. The tables also include service targets and results for 2021 to 2022.
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Acknowledge receipt of client requisitions sent electronically, by fax, mail or in person within 2 business days. | 95% | 99.6% | 90% | 96.8% |
| Deliver basic procurement contracts within 80 business days. | 85% | 78% | 85% | 74.7% |
| Deliver standard procurement contracts within 110 business days. | 80% | 81% | 80% | 78.4% |
| Deliver services with a quality level that meets clients' expectations based on a post-contract assessment survey. | 80% | 91.3% | 80% | 88.5% |
| Deliver services with accuracy that meets clients’ expectations based on a post-contract assessment survey. | 80% | 92.2% | 80% | 88.5% |
| Deliver services that are highly valued by clients based on a post-contract assessment survey. | 80% | 79.4% | 80% | 77% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| InfoLine agents are available to answer telephone calls from 08:00 to 17:00 ET on business days. | Not applicabletable 3 note 3 | Niltable 3 note 1 | 90% | 91.6% |
| An agent will answer telephone calls made to the InfoLine within 85 seconds. | Not applicabletable 3 note 3 | Niltable 3 note 2 | 80% | 87.2% |
| Agents will assist InfoLine clients in successfully completing tasks, as evaluated through task completion metrics collected in post-interaction feedback surveys. | Not applicabletable 3 note 3 | Not applicabletable 3 note 3 | 95% | 96.7% |
Payments and pensions
The following tables compare service standard targets with service standard results for 2020 to 2021 under pay and benefits, pension, issuing payments and common departmental financial system. The tables also include service targets and results for 2021 to 2022.
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Client Contact Centre to answer calls within 180 seconds. | 80% | 84.3% | 80% | 60.6% |
| Percentage of intake processed within services standards. | 85% | 84% | 80% | 81.4% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Percentage of pension transactions and pension-related payments processed within established timeframes. | 95% | 99% | 95% | 99.9% |
| Percentage of first pension payments issued within established timeframes. | 96% | 99% | 96% | 98.0% |
| Answer public service pension administration calls at the Pension Centre within 180 seconds. | 80% | 83% | 80% | 84.0% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Answer calls about Receiver General cheques within 180 seconds. | 80% | 75% | 80% | 65.1% |
| Percentage of all payments processed by the Receiver General for the Government of Canada as per pre-established schedules. | 99.9% | 99.9% | 99.9% | 100% |
| Respond to Receiver General cheque status enquiries within 24 hours. | 99.9% | 100% | 99.9% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| System availability for our clients' business hours. | Not applicabletable 7 note 1 | Not applicabletable 7 note 1 | 99% | 99.9% |
| Response provided within 48 hours. | Not applicabletable 7 note 1 | Not applicabletable 7 note 1 | 99% | 98% |
Property and buildings
The following table compares service standard targets with service standard results for 2020 to 2021 under property and facility management. The table also includes service targets for 2021 to 2022.
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
Ensure Public Services and Procurement Canada (PSPC) real property portfolio of facilities remains operational during normal business hours as defined as 07:00 to 18:00 ET, Monday through Friday. Methodology: M2R based at a portfolio level Formula: (Total m2R shutdown / total portfolio m2R)*100 – 100 |
99% | 99.6% | 99% | 99.6% |
Satisfaction rating for service calls reported through the National Service Call Centre (NSCC). Methodology: A random sampling of 20% of clients who logged a service request through the NSCC were surveyed via a follow-up call or email. |
90% | 92.6% | 90% | 91.1% |
Security services
The following tables compare service standard targets with service standard results for 2020 to 2021 and 2021 to 2022 for contract security, integrity verification services, and controlled goods.
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Process a simple request for reliability status (to access protected information and assets) within 7 business days. | 85% | 84% | 85% | 98.7% |
| Process a complex request for reliability status (to access protected information and assets) within 120 business days. | 85% | 88% | 85% | 95.5% |
| Process a simple request for security clearance (to access classified information and assets) within 75 business days. | 80% | 90% | 80% | 88.7% |
| Process a complex request for security clearance (to access classified information and assets) within 120 business days. | 80% | 75% | 80% | 85.5% |
| Respond or refer inquiries within 2 business days. | 90% | 83% | 90% | 71.6% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Complete verification checks within 4 hours. | 80% | 99.4% | 80% | 99.3% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Issue registration certificates (new and renewal) within 32 business days. | 80% | 14.8% | 80% | 4.1% |
| Conduct security assessments within 32 business days. | 80% | 14.4% | 80% | 4.3% |
| Issue visitor exemption certificates within 10 business days. | 80% | 84% | 80% | 92.8% |
| Issue temporary worker exemption certificates within 30 business days. | 80% | 78% | 80% | 76.3% |
| Companies are compliant with the Controlled Goods Regulations upon first inspection. | 80% | 81.5% | 80% | 86% |
Corporate services
The following tables compare service standard targets with service standard results for 2020 to 2021 and 2021 to 2022 under:
- Electronic documents and records management: GCdocs
- Information technology interoperability: GCinterop
- Customer relationship management: GCcase
- National print services
- GCshare
- Canadian General Standards Board
- Shared Travel Services
- Document imaging services
- GCSurplus
- Seized property management
- My Government of Canada Human Resources: MyGCHR
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| GCdocs acknowledges receipt of client inquiries within 1 business day. | 100% | 100% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| The Government of Canada (GC) Service Bus in accordance with the planned hours of operation, Production Environment Service Offering is available 24 hours a day. Standard Support is available from 8 am to 4 pm eastern standard time, Monday through Friday. | 99.5% | 99.5% | 99% | 100% |
| All major and quarterly maintenance windows will be communicated to clients at least 10 business days of advanced notice being provided. | 100% | 100% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| The GCcase Production Environment Service Offering is available 24 hours a day, 7 days a week, 365 days a year (underpinned by Shared Services Canada). Standard support is available from 8:00 to 16:00 ET, Monday through Friday. | 95% | 97% | 95% | 97% |
| For a critical or priority incident, the GCcase Team will provide regular communications every 2 hours after the initial communication of the issue until it is resolved. | 99% | 99% | 99% | 99% |
| 24-hour on-call support service, initial response within 15 minutes. Follow up reports every 2 hours until resolution. | 100% | 100% | 100% | 100% |
| All major and quarterly maintenance windows will be communicated to clients at least 10 business days in advance. | 100% | 100% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
The number of successfully released critical payments will exceed the service standard target of the total volume of critical payments. Critical payments include:
|
99.99% | 100% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| GCshare acknowledges receipt of client inquiries within 1 business day. | Not applicabletable 16 note 1 | Not applicabletable 16 note 1 | 80% | 100% |
| GCshare addresses client inquiries, providing advice and guidance, within 5 business days. | Not applicabletable 16 note 1 | Not applicabletable 16 note 1 | 80% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| All national standards expiring during the year are addressed (in other words, renewed or withdrawn). | 20% (100% over 5 years) | 51% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Acknowledges receipt of client inquiries within 1 business day. | 95% | 97% | 95% | 80% |
| Addresses client inquiries not involving third parties within 15 business days of their receipt. | 85% | 83% | 85% | 81% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| All document imaging requests by departments fulfilled within agreed upon timeframes. | 95% | Niltable 19 note 1 | 95% | 98.0% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Website is operational 24 hours a day. | 95% | 100% | 95% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Compliance to court ordered timing 100% of the time. | 100% | 100% | 100% | 100% |
| Attendance at take downs when asked 100% of the time. | 100% | 100% | 100% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Second tier operational support for client organizations of the My Government of Canada Human Resources cluster, ensuring that for all requests received a four (4) hour delay is respected for reception, recording and confirm receipt. | 90% | 93% | 90% | 92.1% |
Information services
The following tables compare service standard targets with service standard results for 2020 to 2021 and 2021 to 2022 under:
- The Canada Gazette: publication of official notices laws and regulations
- Reference services for publications
- Copyright media and clearance program
- Public Opinion Research: Coordination, advisory and knowledge management services
- Advertising: coordination and training services
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Achieve 99% of editing accuracy (of documents published in Parts I and II of The Canada Gazette). | 99% | 99.9% | 99% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Client inquiries are responded to within 48 hours. | 90% | 99% | 80% | 100% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Client inquiries are responded to within 48 hours. | 90% | 98.5% | 90% | 97% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Provides feedback on supplier proposals within three (3) business days of receipt. | 80% | 100% | 80% | 98.6% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Percentage of statements of work that are reviewed within 3 business days. | 90% | 100% | 90% | 90% |
Translation, terminology and interpretation
The following tables compare service standard targets with service standard results for 2020 to 2021 and 2021 to 2022 under translation, terminology standardization, and interpretation.
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| Texts assigned to external official languages linguistic services providers will be quality-controlled in accordance with internal policies. | 98% | 97.7% | 98% | 91.6% |
| Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients. | 95% | 95.5% | 95% | 95.7% |
| Linguistic services requests will be assigned to an internal or external translator within 1 working day following receipt of the request. | 90% | 82.4% | 90% | 85.7% |
| Linguistic services requests will be processed within the initial deadlines requested by the clients. | 85% | 75.6% | 85% | 77% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. | not applicable | 97.2% | 95% | 96% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
| To ensure that the Government of Canada’s terminology remains up to date, out of approximately 25,000 transactions (terminology records created, modified or deactivated) processed annually in TERMIUM Plus®, at least 2,000 records will be related to each of the following three fields: administration; informatics and meteorology and climate change. | 95% | 100% | 99% | 100% |
| Requests received by the terminology help service (btterminosvp.tbterminosvp@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of 1 working day. | 99% | 99.3% | 99% | 99.1% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. | Not applicable | Not applicabletable 29 note 1 | 95% | 96% |
| Service standard | 2020 to 2021 target | 2020 to 2021 actual results | 2021 to 2022 target | 2021 to 2022 actual results |
|---|---|---|---|---|
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 3 working days. To be deleted in 2022-2023. |
95% | 100% | 95% | 100% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. | Not applicable | Not applicabletable 30 note 1 | 95% | 96% |
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