Highlights
Reporting on service standards is essential for tracking how well we serve our clients. In the 2022 to 2023 fiscal year, Public Services and Procurement Canada (PSPC) achieved or surpassed 52 of 68 service performance targets. This represents a score of 76.5% of service standards met, an increase of 1.1% of targets attained since the 2021 to 2022 fiscal year. PSPC offers a wide variety of programs and services, each with unique service performance and effectiveness factors that collectively contribute to these overarching departmental results. PSPC continues to improve overall client satisfaction and percentage of service standards met in an effort to achieve targets to meet our clients’ expectations and support the delivery of services to Canadians.
The following table illustrates the number of service standards that were in place for each of PSPC's 5 service categories in 2022 to 2023 compared with 2021 to 2022, and the number of service standards that met or surpassed the corresponding targets.
Table 1: Number of service standards in place and number of service standards that met or surpassed the target for each Public Services and Procurement Canada service category
| Service category |
2021 to 2022:
Number of service standards |
Number of service standards
that met or surpassed the target in 2021 to 2022 |
2022 to 2023:
Number of service standards |
Number of service standards
that met or surpassed the target in 2022 to 2023 |
| Buying and selling |
9 |
6 |
9 |
6 |
| Payments and pensions |
10 |
6 |
12 |
9 |
| Property and buildings |
2 |
2 |
2 |
2 |
| Security, corporate and information services |
34 |
28 |
34 |
29 |
| Translation, terminology and interpretation |
10 |
7 |
11 |
6 |
| Total |
65 |
49 |
68 |
52 |
Buying and selling
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023 for the Buying and selling service category, under Procurement and contracting as well as Information and education services to businesses.
Table 2: Procurement and contracting
Comparison of service targets and service results
Acquisitions Program
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Acknowledge receipt of client requisitions sent electronically, by fax, mail or in person within 2 business days. |
90% |
96.8% |
90% |
88.7% |
| Deliver basic procurement contracts within 85 business daystable 2 note 1. |
85% |
74.7% |
85% |
63.7% |
| Deliver standard procurement contracts within 115 business daystable 2 note 2. |
80% |
78.4% |
80% |
75.1% |
| Deliver services with a quality level that meets clients' expectations based on a post-contract assessment survey. |
80% |
88.5% |
80% |
84% |
| Deliver services with accuracy that meets clients’ expectations based on a post-contract assessment survey. |
80% |
88.5% |
80% |
87.5% |
| Deliver services that are highly valued by clients based on a post-contract assessment survey. |
80% |
77.0% |
80% |
84.4% |
|
Table 3:Information and education services to businesses
Comparison of service targets and results
Acquisitions Program
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| InfoLine agents are available to answer telephone calls from 08:00 to 17:00 Eastern Time (ET) on business days. |
90% |
91.6% |
90% |
92% |
| An agent will answer telephone calls made to the InfoLine within 85 seconds. |
80% |
87.2% |
80% |
91% |
| Agents will assist InfoLine clients in successfully completing tasks, as evaluated through task completion metrics collected in post-interaction feedback surveys. |
95% |
96.7% |
95% |
97% |
Payments and pensions
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023 for the Payment and pensions service category under Pay and benefits, Pension services, Issuing payments, Common departmental financial system and Payment and revenue collection, Management of Government of Canada deposits and the Early Retirement Incentive Program (Cape Breton).
Table 4: Pay and benefits
Comparison of service targets and service results
Pay Administration Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Client Contact Centre to answer calls within 180 seconds. |
80% |
60.6% |
80% |
55.1% |
| Percentage of intake processed within services standards. |
80% |
81.4% |
80% |
81.4% |
Table 5: Pension Services – Payments to departing employees and annuitantstable 5 note 1
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Percentage of pension transactions and pension-related payments processed within established timeframes. |
95% |
99.9% |
95% |
98% |
| Percentage of first pension payments issued within established timeframes. |
96% |
98% |
96% |
97.8% |
| Percentage of Pension Centre calls answered within 180 seconds. |
80% |
84% |
80% |
83.4% |
|
Table 6: Issuing payments
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Answer calls about Receiver General cheques within 180 seconds. |
80% |
65.1% |
80% |
63.1% |
| Percentage of all payments processed by the Receiver General for the Government of Canada as per pre-established schedules. |
99.9% |
100% |
99.9% |
100% |
| Respond to Receiver General cheque status enquiries within 24 hours. |
99.9% |
100% |
99.9% |
99.7% |
Table 7: Common Departmental Financial System
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| System availability for our clients' business hours. |
99% |
99.9% |
99% |
100% |
| Response provided within 48 hours. |
99% |
98% |
99% |
94.3% |
Table 8: Management of Government of Canada Deposits
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Percentage of money paid to the Government of Canada that is reconciled within 2 business days. |
95% |
100% |
95% |
100% |
Table 9: Early Retirement Incentive Program (Cape Breton)
Comparison of service targets and service results
Atlantic Region
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Accurate payment date which falls middle of each month.table 9 note 1 |
100% |
100% |
100% |
100% |
|
Property and buildings
The following table compares service standard targets with service standard results for 2021 to 2022 and 2022 to 2023, for the Property and Buildings service category, under Property and Facility Management.
Table 10: Property and facility management
Comparison of service targets and service results
Real Property Services
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 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
Methodology: The rentable square metres at a portfolio level.
**
Formula: The total rentable square metres that are shutdown divided by the portfolio’s total rentable square metres, multiplied by one hundred, minus one hundred. |
99% |
99.6% |
99% |
99.7% |
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% |
91.1% |
90% |
90.9% |
Security services
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023 for the Security services category under
Contract security, Integrity verification services, and Controlled goods.
Table 11: Contract security: Company registration personnel security screening, call centre
Comparison of service targets and service results
Departmental Oversight Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Process a simple request for reliability status (to access protected information and assets) within 7 business days. |
85% |
98.7% |
85% |
98% |
| Process a complex request for reliability status (to access protected information and assets) within 120 business days. |
85% |
95.5% |
85% |
95% |
| Process a simple request for security clearance (to access classified information and assets) within 75 business days. |
80% |
88.7% |
80% |
90% |
| Process a complex request for security clearance (to access classified information and assets) within 120 business days. |
80% |
85.5% |
80% |
86% |
| Respond or refer inquiries within 2 business days. |
90% |
71.6% |
90% |
64.3% |
Table 12: Integrity verification services
Comparison of service targets and service results
Departmental Oversight Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Complete verification checks within 4 hours. |
80% |
99.3% |
80% |
99.3% |
Table 13: Controlled goods: Company registration, exemptions and company inspection
Comparison of service targets and service results
Departmental Oversight Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Issue registration certificates (new and renewal) within 32 business days. |
80% |
4.1% |
80% |
48.1% |
| Conduct security assessments within 32 business days. |
80% |
4.3% |
80% |
50.3% |
| Issue visitor exemption certificates within 10 business days. |
80% |
92.8% |
80% |
25.2% |
| Issue temporary worker exemption certificates within 30 business days. |
80% |
76.3% |
80% |
40.5% |
| Companies are compliant with the Controlled Goods Regulations upon first inspection. |
80% |
86% |
80% |
80% |
Corporate services
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023, for the Corporate Services category, under:
- GCcase: Tool used to track client information and cases to ensure better client service
- GCdocs: Electronic documents and records management solution
- GCinterop: Interoperability solutions that support the sharing of data and application functionality
- GCshare: Web-based collaborative platform
- GCSurplus: Public website to view and bid on surplus federal assets
- MyGCHR: My Government of Canada Human Resources
- Shared Travel Services (STS)/American Express Global Business Travel (Amex GBT): Shared Travel Services
- Seized Property Management
- National Print Services
- Document imaging services
- Canadian General Standards Board
Table 14: GCcase: Customer relationship management
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| The GCcase, in accordance with the planned hours of operation, Production Environment Service Offering is available 24/7/365 (underpinned by Shared Services Canada [SSC]). Standard Support is available from 8 am to 4 pm ET, Monday through Friday. |
95% |
97% |
95% |
100%table 14 note 1 |
| 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% |
100%table 14 note 1 |
| 24/7- on-call support service, initial response within 15 minutes. Follow up reports every 2 hours until resolution. |
100% |
100% |
95% |
100%table 14 note 1 |
| All major and quarterly maintenance windows will be communicated to clients at least 10 business days of advanced notice being provided. |
100% |
100% |
95% |
100%table 14 note 2 |
|
Table 15: GCdocs: Electronic document and records management
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| GCdocs acknowledges receipt of client inquiries within 1 business day. |
100% |
100% |
100% |
100% |
Table 16: GCinterop: Information technology interoperability
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| The GC Service Bus, in accordance with the planned hours of operation, Production environment service offering is available 24/7/365. Standard support is available from 8 am to 4 pm ET, Monday through Friday |
99% |
100% |
99% |
100%table 16 note 1 |
| 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%table 16 note 2 |
|
Table 17: GCshare: Web-based collaborative platform
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| GCshare acknowledges receipt of client inquiries within 1 business day. |
80% |
100% |
90% |
100% |
| GCshare addresses client inquiries, providing advice and guidance, within 5 business days. |
80% |
100% |
90% |
100% |
Table 18: GCSurplus: Public website to view and bid on surplus federal assets
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Website is operational 24/7. |
95% |
100% |
95% |
100% |
Table 19: MyGCHR: Government of Canada Human Resources
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Second tier operational support for client organizations of the My GCHR cluster, ensuring that for all requests received a 4 hour delay is respected for reception, recording and confirm receipt. |
90% |
92.1% |
90% |
90.3% |
Table 20: STS/Amex GBT Shared Travel Services
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| STS acknowledges receipt of client inquiriestable 20 note 1 within 1 business day. |
95% |
80% |
95% |
100% |
| STS addresses client inquiries not involving third parties within 15 days of their receipttable 20 note 1. |
85% |
81% |
85% |
100% |
Table 20 note
- Table 20 note 1
-
The service is offered through an external vendor, managed with a contract that contains a service level agreement.
Return to table 20 note 1 referrer
|
Table 21: Seized property management
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 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% |
Table 22: National print services
Comparison of service targets and service results
Digital Services Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 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:
- Old Age Security
- Canada Pension Plan
- Child Tax Benefit
- Employment Insurance.
|
100% |
100% |
100% |
100% |
Table 23: Document imaging services
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| All document imaging requests by departments fulfilled within agreed upon timeframes. |
95% |
98.0% |
95% |
98.9% |
Table 24: Canadian General Standards Board
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| All National Standards expiring during the year are renewed or withdrawn. |
100% |
100% |
100% |
100% |
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023, for the Information services category 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
Table 25: The Canada Gazette: Publication of official notices, laws and regulations
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Achieve 99% of editing accuracy (of documents published in Parts I / II of The Canada Gazette). |
99% |
100% |
99% |
100% |
Table 26: Reference services for publications
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Client inquiries are responded to within 48 hours. |
80% |
100% |
80% |
100% |
Table 27: Copyright media and clearance program
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Client inquiries are responded to within 48 hours. |
90% |
97% |
90% |
97.2% |
Table 28: Public opinion research: Coordination, advisory and knowledge management services
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Provides feedback on supplier proposals within 3 business days of receipt. |
80% |
98.6% |
80% |
100% |
Table 29: Advertising: Coordination and training services
Comparison of service targets and service results
Receiver General and Pension Branch
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Statements of work are reviewed within 3 business days. |
90% |
90% |
90% |
96.8% |
Translation, terminology and interpretation
The following tables compare service standard targets with service standard results for 2021 to 2022 and 2022 to 2023, for the Translation, terminology and interpretation service category, under Translation, terminology standardization, and interpretation.
Table 30: Translation services
Comparison of service targets and service results
Translation Bureau
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| Texts assigned to external official languages linguistic services providers will be quality-controlled in accordance with internal policies. |
98% |
91.6% |
98% |
96.8% |
| Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients. |
95% |
95.7% |
95% |
95.1% |
| Linguistic services requests will be assigned to an internal or external translator within 1 working day following receipt of the request. |
90% |
85.7% |
90% |
78% |
| Linguistic services requests will be processed within the initial deadlines requested by the clients. |
85% |
77% |
85% |
74.3% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. |
95% |
96% |
95% |
96% |
Table 31: Terminology standardization
Comparison of service targets and service results
Translation Bureau
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
| To ensure that the Government of Canada’s terminology remains up to date, out of approximately 25,000 transactionstable 31 note 1 processed annually in TERMIUM Plus®, at least 2,000 records will be related to each of the following 3 fields: administration, informatics and meteorology, and climate changetable 31 note 2. |
99% |
100% |
99%table 31 note 3 |
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% |
99.1% |
99% |
99.2% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. |
95% |
96% |
95% |
96% |
|
Table 32: Interpretation.
Comparison of service targets and service results
Translation Bureau
| Service standard |
2021 to 2022 target |
2021 to 2022 actual results |
2022 to 2023 target |
2022 to 2023 actual results |
Requests for official, Indigenous, foreign and sign language interpretation services will be entered into the online ordering system within 1 working day of obtaining all necessary information regarding the event from the client.table 32 note 1 |
Not applicable |
Not applicable |
98% |
98.1% |
| Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day. |
95% |
100% |
95% |
96% |
| Non-urgent requests for official, Indigenous, foreign and sign language interpretation services will be assigned to an interpreter within 5 working days of the event date.table 32 note 1 |
Not applicable |
Not applicable |
85% |
59.9% |
|
