Public Services and Procurement Canada
Our services, standards and results for 2023 to 2024

Highlights

Reporting on service standards is essential for tracking how well we serve our clients. During this reporting period, Public Services and Procurement Canada (PSPC) had 50 inventoried services, 35 of which included service standards, totaling 73 standards. In the 2023 to 2024 fiscal year, PSPC achieved or surpassed 53 of its 73 service performance targets. This represents a score of 73% of service standards met, a decrease of 4% since the 2022 to 2023 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 while increasing the 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 2023 to 2024 compared with 2022 to 2023, 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	Number of service standards in 2022 to 2023	Number of service standards that met or surpassed the target in 2022 to 2023	Number of service standards in 2023 to 2024	Number of service standards that met or surpassed the target in 2023 to 2024
Buying and selling	9	6	9	7
Payments and pensions	12	9	12	8
Property and buildings	2	2	7	4
Security, corporate and information services	34	29	34	28
Translation, terminology and interpretation	11	6	11	6
Total	68	52	73	53

Buying and selling

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024 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	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Acknowledge receipt of client requisitions sent electronically, by fax, mail or in person within 2 business days	90%	88.7%	90%	98.3%
Deliver basic procurement contracts within 85 business days	85%	63.7%	85%	58%
Deliver standard procurement contracts within 115 business days	80%	75.1%	80%	66.2%
Deliver services with a quality level that meets clients' expectations based on a post-contract assessment survey	80%	84%	80%	82.7%
Deliver services with accuracy that meets clients’ expectations based on a post-contract assessment survey	80%	87.5%	80%	87.7%
Deliver services that are highly valued by clients based on a post-contract assessment survey	80%	84.4%	80%	86.2%

Table 3: Information and education services to businesses
Comparison of service targets and results
Acquisitions Program

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
InfoLine agents are available to answer telephone calls from 8 am to 5 pm Eastern Time (ET) on business days	90%	92%	90%	91.3%
An agent will answer telephone calls made to the InfoLine within 85 seconds	80%	91%	80%	90.3%
Agents will assist InfoLine clients in successfully completing tasks, as evaluated through task completion metrics collected in post-interaction feedback surveys	95%	97%	95%	97.1%

Payments and pensions

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024 for the Payment and pensions service category under Pay and benefits, Shared HR Services, Pension Administration – Pension Payments and Services, Issuing payments, Common departmental financial system and Management of Government of Canada deposits.

Table 4: Pay and benefits
Comparison of service targets and service results
Pay Administration Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Client Contact Centre to answer calls within 180 seconds	80%	55.1%	80%	67.9%
Percentage of intake processed within services standards	80%	81.4%	85%	82.4%

Table 5: Shared HR Services^{table 5 note 1}
Comparison of service targets and service results
Pay Administration Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of intake processed within services standards. Client inquiries are acknowledged within 1 business daytable 5 note 2	n/a	n/a	90%	100%
Table 5 Note Table 5 Note 1 New service since fiscal year (FY) 2023 to 2024. Return to table 5 note 1 referrer Table 5 Note 2 New service standard. Return to table 5 note 2 referrer

Table 6: Pension Administration -Pension Payments and Services^{table 6 note 1}
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of pension transactions and pension-related payments processed within established timeframes	95%	98%	95%	97.7%
Percentage of first pension payments issued within established timeframes	96%	97.8%	96%	98%
Percentage of Pension Centre calls answered within 180 seconds	80%	83.4%	80%	84.1%
Table 6 Note Table 6 Note 1 Service renamed in FY 2023 to 2024. Return to table 6 note 1 referrer

Table 7: Issuing payments
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Answer calls about Receiver General cheques within 180 seconds	80%	63.1%	80%	78.4%
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%	99.7%	99.9%	100%

Table 8: Common Departmental financial system
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
System availability for our clients' business hours	99%	100%	99%	100%
Response provided within 48 hours	99%	94.3%	95%	90.3%

Table 9: Management of Government of Canada deposits
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of money paid to the Government of Canada that is reconciled within 2 business days	95%	100%	95%	100%

Property and buildings

The following table compares service standard targets with service standard results for 2022 to 2023 and 2023 to 2024, for the Property and Buildings service category, under Property and Facility Management, Accessibility in the Built Environment, Green and Sustainable Government for Real Property, Project Management, and Payments in Lieu of Taxes.

Table 10: Property and facility management
Comparison of service targets and service results
Real Property Services

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Ensure PSPC real property portfolio of facilities remains operational during normal business hours as defined as 7 am to 6 pm ET, Monday through Friday Methodology: M2R based at a portfolio level Formula: (Total m2R shutdown / total portfolio m2RR)*100 - 100	99%	99.7%	99%	99.4%
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%	90.9%	90%	90.5%

Table 11: Accessibility in the Built Environment^{table 11 note 1}
Comparison of service targets and service results
Real Property Services

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Total accessibility score of PSPC Crown-owned and lease purchase buildings assessed against the 2018 Canadian Standards Association standard for Accessibility (CSA B651-2018)table 11 note 2	n/a	n/a	100%	68%
Table 11 Note Table 11 Note 1 New service since FY 2023 to 2024. Return to table 11 note 1 referrer Table 11 Note 2 New service standard. Return to table 11 note 2 referrer

Table 12: Green and Sustainable Government for Real Property^{table 12 note 1}
Comparison of service targets and service results
Real Property Services

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of non-hazardous operational waste diverted from landfills for audited buildings.table 12 note 2	n/a	n/a	63%	51%
Percentage of plastic waste diverted from landfills for audited buildings.table 12 note 2	n/a	n/a	45%	41%
Table 12 Note Table 12 Note 1 New service since FY 2023 to 2024. Return to table 12 note 1 referrer Table 12 Note 2 New service standard. Return to table 12 note 2 referrer

Table 13: Project Management^{table 13 note 1}
Comparison of service targets and service results
Real Property Services

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of real property projects that are delivered within scope, on time and on budgettable 13 note 2	n/a	n/a	95%	95%
Table 13 Note Table 13 Note 1 New service since FY 2023 to 2024. Return to table 13 note 1 referrer Table 13 Note 2 New service standard. Return to table 13 note 2 referrer

Table 14: Payment in Lieu of Taxes^{table 14 note 1}
Comparison of service targets and service results
Real Property Services

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Percentage of payments made instead of property taxes to taxing authorities within established timeframestable 14 note 2	n/a	n/a	95%	98%
Table 14 Note Table 14 Note 1 New service since FY 2023 to 2024. Return to table 14 note 1 referrer Table 14 Note 2 New service standard. Return to table 14 note 2 referrer

Security services

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024 for the Security services category under Contract security, Integrity verification services, and Controlled goods.

Table 15: Contract security: Company registration, personnel security screening, call centre
Comparison of service targets and service results
Departmental Oversight Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Process a simple request for reliability status (to access protected information and assets) within 7 business days	85%	98%	85%	94%
Process a complex request for reliability status (to access protected information and assets) within 120 business days	85%	95%	85%	94.9%
Process a simple request for security clearance (to access classified information and assets) within 75 business days	80%	90%	80%	91.4%
Process a complex request for security clearance (to access classified information and assets) within 120 business days	80%	86%	80%	83.8%
Respond to refer inquiries within 2 business days	90%	64.3%	90%	81.1%

Table 16: Integrity verification services
Comparison of service targets and service results
Departmental Oversight Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Complete verification checks within 4 hours	80%	99.3%	80%	99.2%

Table 17: Controlled goods: Company registration, exemptions and company inspection
Comparison of service targets and service results
Departmental Oversight Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Issue registration certificates (new and renewal) within 32 business days	80%	48.1%	80%	56.7%
Conduct security assessments within 32 business days	80%	50.3%	80%	55.7%
Issue visitor exemption certificates within 10 business days	80%	25.2%	80%	28.1%
Issue temporary worker exemption certificates within 30 business days	80%	40.5%	80%	19.2%
Companies are compliant with the Controlled Goods Regulations upon first inspection	80%	80%	80%	77.8%

Corporate services

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024, 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
• STS: Shared Travel Services
• Seized Property Management
• National Print Services
• Document imaging services
• Canadian General Standards Board

Table 18: GCcase: Customer relationship management
Comparison of service targets and service results
Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 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	90%	100%	90%	100%
For a critical and priority incident, the GCcase Team will provide regular communications every 2 hours after the initial communication of the issue until it is resolved	90%	100%	90%	100%
24/7- on-call support service, initial response within 15 minutes. Follow up reports every 2 hours until resolution	95%	100%	95%	100%table 18 note 1
All major and quarterly maintenance windows will be communicated to clients at least 10 business days of advanced notice being provided	95%	100%	95%	100%table 18 note 2
Table 18 Note Table 18 Note 1 Volume is not a factor. Service support was available 100% of the time during defined support hours. Return to table 18 note 1 referrer Table 18 Note 2 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 18 note 2 referrer

Table 19: GCdocs: Electronic document and records management
Comparison of service targets and service results
Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
GCdocs acknowledges receipt of client inquiries within 1 business day	95%	100%	95%	100%table 19 note 1
Table 19 Note Table 19 Note 1 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 19 note 1 referrer

Table 20: GCinterop: Information technology interoperability
Comparison of service targets and service results
Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 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	100%	100%	100%	100%
All major and quarterly maintenance windows will be communicated to clients at least 10 business days of advanced notice being provided	95%	100%	95%	100%table 20 note 1
Table 20 Note Table 20 Note 1 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 20 note 1 referrer

Table 21: GCshare: Web-based collaborative platform
Comparison of service targets and service results
Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results		2023 to 2024 target	2023 to 2024 actual results
GCshare acknowledges receipt of client inquiries within 1 business day	100%	100%		100%	100%table 21 note 1
GCshare addresses client inquiries, providing advice and guidance, within 5 business days	99%	100%		99%	100%table 21 note 2
Table 21 Note Table 21 Note 1 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 21 note 1 referrer Table 21 Note 2 Volume is not a factor. Service support was available 100% of the time during defined support hours. Return to table 21 note 2 referrer

Table 22: 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	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Website is operational 24/7	95%	100%	95%	100%

Table 23: MyGCHR: Government of Canada Human Resources^{table 23 note 1}
Comparison of service targets and service results
Human Capital Management Solutions Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results		2023 to 2024 target	2023 to 2024 actual results
Second tier operational support for client organizations of the MyGCHR cluster, ensuring that for all requests received a 4 hour delay is respected for reception, recording and confirm receipttable 23 note 2	90%	90.3%		90%	90.3%
Table 23 Note Table 23 Note 1 New branch reporting the service. Return to table 23 note 1 referrer Table 23 Note 2 Service standard reworded. Return to table 23 note 2 referrer

Table 24: STS: Shared Travel Services
Comparison of service targets and service results Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
STS acknowledges receipt of client inquiriestable 24 note 1  within 1 business day	95%	100%	95%	95%
STS addresses client inquiries not involving third parties within 15 days of their receipttable 24 note 1	85%	100%	85%	85%
Table 24 Note Table 24 Note 1 The service is offered through an external vendor, managed with a contract that contains a service level agreement. Return to table 24 note 1 referrer

Table 25: Seized property management
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Compliance to court order timing 100% of the time	100%	100%	100%	100%
Attendance at take downs when asked 100% of the time	100%	100%	100%	100%

Table 26: National print services
Comparison of service targets and service results
Digital Services Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 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 27: Document imaging services
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
All document imaging requests by departments fulfilled within agreed upon timeframes	95%	98.9%	95%	99.8%

Table 28: Canadian General Standards Board
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
All National Standards expiring during the year are addressed (in other words renewed or withdrawn)	100%	100%	100%	100%

Information services

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024, 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 29:

The Canada Gazette: Publication of official notices, laws and regulations
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Achieve 99% of editing accuracy (of documents published in Parts I / II of The Canada Gazette)	99%	100%	99%	100%

Table 30: Reference services for publications
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Client inquiries are responded to within 48 hours	80%	100%	80%	100%

Table 31: Copyright media and clearance program
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Client inquiries are responded to within 48 hours.	90%	97.2%	90%	97%

Table 32: Public opinion research: Coordination, advisory and knowledge management services
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Provides feedback on supplier proposals within 3 business days of receipt	80%	100%	80%	100%

Table 33: Advertising: Coordination and training services
Comparison of service targets and service results
Receiver General and Pension Branch

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Statements of work are reviewed within 3 business days	90%	96.8%	90%	97.7%

Translation, terminology and interpretation

The following tables compare service standard targets with service standard results for 2022 to 2023 and 2023 to 2024, for the Translation, terminology standardization and interpretation services.

Table 34: Translation services
Comparison of service targets and service results
Translation Bureau

Service standard	2022 to 2023 target	2022 to 2023 actual results		2023 to 2024 target	2023 to 2024 actual results
Texts assigned to external official languages linguistic services providers will be quality-controlled in accordance with internal policies	98%	96.8%		98%	94.4%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients	95%	95.2%		95%	91.8%
Linguistic services requests will be assigned to an internal or external translator within 1 working day following receipt of the requesttable 34 note 1	90%	78%		90%	86.4%
Linguistic services requests will be processed within the initial deadlines requested by the clientstable 34 note 1	85%	74.3%		85%	70.9%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	96%		95%	95%
Table 34 Note Table 34 Note 1 Service standards to be deleted in 2024 to 2025. Return to table 34 note 1 referrer

Table 35: Terminology standardization
Comparison of service targets and service results
Translation Bureau

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 actual results
Out of approximately 25,000 transactionstable 35 note 1 processed annually in TERMIUM Plus®, at least 1,500 records will be related to each of the following three fields: public health; artificial intelligence and computer security; government contracts and auditingtable 35 note 2	99%	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%	99.5%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	96%	95%	95%
Table 35 Notes Table 35 Note 1 Terminology records created, modified or deactivated. Return to table 35 note 1 referrer Table 35 Note 2 Service standard reworded. Return to table 35 note 2 referrer

Table 36: Interpretation
Comparison of service targets and service results
Translation Bureau

Service standard	2022 to 2023 target	2022 to 2023 actual results	2023 to 2024 target	2023 to 2024 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	98%	98.2%	98%	99.1%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	96%	95%	95%
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 datetable 36 note 1	85%	59.9%	85%	70%
Table 36 Notes Table 36 Note 1 Service standard to be suspended in FY 2024 to 2025. Return to table 35 note 1 referrer