Public Services and Procurement Canada
Our services, standards and results for 2024 to 2025

On this page

• Highlights
• Purchase of goods and services
• Payments and accounting
• Property and infrastructure
• Government-wide support
• Human resources management services
• Procurement Ombudsman

Highlights

In 2024 to 2025, Public Services and Procurement Canada (PSPC) improved how it measures and reports service standard results to give Canadians a clearer and more accurate picture of how well services are delivered.

In previous years, PSPC reported results for all service standards, even when some reported no measurable client activity. For example, in 2023 to 2024, PSPC reported results for 73 service standards, but only 54 of those had actual measured results. This approach supported transparency, but it also made it harder to compare performance over time.

However, in 2024 to 2025, PSPC refined its method to report results only for service standards with complete and measured results. This change provides a more accurate reflection of real client service.

Under the improved approach for 2024 to 2025:

• PSPC has 72 service standards in total
• 65 of these had measured service volumes and were included in the results
• 55 of those 65 standards met or exceeded their targets, resulting in an overall achievement rate of 85%

PSPC continues to work with its programs and service delivery areas to strengthen the completeness and consistency of service performance data.

This updated methodology improves the quality and usefulness of PSPC’s reporting by:

• focusing on standards with measured results
• making results easier to compare across programs and over time
• providing Canadians with a clearer picture of how services are performing

As PSPC continues to modernize services, strengthen data quality, and support government wide priorities, service standards remain an important tool for transparency and continuous improvement.

Service standards overview

Table 1: The following table summarizes the 2024 to 2025 service standard results under the improved reporting methodology

Service standard statistic	Count	Percentage	Notes
Total service standards	72	100%	These are all published service standards
Service standards with measured results	65	90.3%	PSPC tracked results and included them in the calculation
Service standards without measured results	7	9.7%	There was no measurable result for these standards during the reporting period
Measured standards that met or exceeded their target	55 of 65	84.6%	Percentage is calculated using only the measured results

Purchase of goods and services

The tables below show the service standard targets and the results for 2023 to 2024 and 2024 to 2025 for the Purchase of Goods and Services Program, covering the following services: Procurement and Information and education services to businesses.

Table 2: Procurement
Procurement Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Acknowledge receipt of client requisitions sent electronically, by fax, mail or in person within 2 business days	90%	98.3%	96.4%
Deliver basic procurement contracts, within 85 business days	85%	58%	61.9%
Deliver standard procurement contracts, within 115 business days	80%	66.2%	64%
Deliver services with a level of professionalism that meets clients' expectations based on a post-contract assessment surveytable 2 note 1	80%	82.7%	92.3%
Deliver services with accuracy that meets clients’ expectations based on a post-contract assessment survey	80%	87.7%	89%
Deliver services that meet clients' overall expectations based on a post-contract assessment surveytable 2 note 1	80%	86.2%	82.3%
Table 2 Notes Table 2 Note 1 Service standard reworded. Return to table 2 note 1 referrer

Table 3: Information and Education Services to Businesses
Procurement Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
InfoLine agents are available to answer telephone calls from 8 am to 5 pm Eastern Time (ET) on business days	90%	91.3%	71%
An agent will answer telephone calls made to the InfoLine within 85 seconds	80%	90.3%	84%
Agents will assist InfoLine clients in successfully completing tasks, as evaluated through task completion metrics collected in post-interaction feedback surveys	95%	97.1%	96.7%

Payments and accounting

The tables below show the service standard targets and the results for 2023 to 2024 and 2024 to 2025 for the Payments and Accounting Program. They cover the following services:

• Pay and benefits
• Pension Administration - Pension Payments and Services
• Receiver General Services – Issuing payments
• Common Departmental Financial System
• Receiver General Services – Management of Government of Canada deposits
• Payment in Lieu of Taxes

Table 4: Pay and Benefits
Human Capital Management Pay Administration Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Client Contact Centre to answer calls within 180 seconds	80%	67.9%	80.3%
Percentage of non-collective bargaining transactions processed within services standardstable 4 note 1	95%table 4 note 2	82.4%	83.2%
Table 4 Notes Table 4 Note 1 Service standard reworded. Return to table 4 note 1 referrer Table 4 Note 2 Target increased from 85% (previous cycle) to 95% (most recent cycle). Return to table 4 note 2 referrer

Table 5: Pension Administration - Pension Payments and Services
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Percentage of pension transactions and pension-related payments processed within established timeframes	95%	97.7%	98.2%
Percentage of first pension payments issued within established timeframes	96%	98%	97.4%
Percentage of Pension Centre calls answered within 180 seconds	80%	84.1%	83.9%

Table 6: Receiver General Services – Issuing payments
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Answer calls about Receiver General cheques within 180 seconds	80%	78.4%	80.8%
Percentage of all payments processed by the Receiver General for the Government of Canada as per pre-established schedules	99.9%	100%	100%
Respond to Receiver General cheque status enquiries within 24 hours	98%table 6 note 1	100%	100%
Table 6 Notes Table 6 Note 1 Target decreased from 99.9% (previous cycle) to 98% (most recent cycle). Return to table 6 note 1 referrer

Table 7: Common Departmental Financial System
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
System availability Monday to Friday - 7:00AM to 8:00PM Saturday - 8:00AM to 6:00PM Sunday - 10:00AM to 8:00PM Eastern Standard Timetable 7 note 1	99%	100%	100%
Response provided within 48 hours	95%	90.3%	98.8%
Table 7 Notes Table 7 Note 1 Service standard reworded. Return to table 7 note 1 referrer

Table 8: Receiver General Services – Management of Government of Canada Deposits
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Percentage of money paid to the Government of Canada that is reconciled within 2 business days	95%	100%	100%

Table 9: Payment in Lieu of Taxes
Real Property Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Percentage of payments made instead of property taxes to taxing authorities within established timeframes	95%	98%	--table 9 note 1
Table 9 Notes Table 9 Note 1 No business volumes reported. Return to table 9 note 1 referrer

Property and infrastructure

The tables below show the service standard targets and the results for 2023 to 2024 and 2024 to 2025, for the Property and Infrastructure Program. They cover the following services:

• Property and Facility Management
• Accessibility and Inclusivity in the Built Environment
• Project Management
• Warehouse Assessment Services

Table 10: Property and Facility Management
Real Property Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Ensure Public Services and Procurement Canada (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 - 100table 10 note 1	99%	99.4%	100%
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%	90.5%	90.5%
Table 10 Notes Table 10 Note 1 Service standard reworded. Return to table 10 note 1 referrer

Table 11: Accessibility and Inclusivity in the Built Environment
Real Property Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Total accessibility score of PSPC Crown-owned and lease purchase buildings assessed against the 2018 Canadian Standards Association standard for Accessibility (CSA B651-2018)	100%	68%	--table 11 note 1
Table 11 Notes Table 11 Note 1 No business volumes reported. Return to table 11 note 1 referrer

Table 12: Project Management
Real Property Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Percentage of real property projects that are delivered within scope, on time and on budget	95%	95%	--table 12 note 1
Table 12 Notes Table 12 Note 1 No business volumes reported. Return to table 12 note 1 referrer

Table 13: Warehouse Assessment Services^{table 13 note 1}
Real Property Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Clients can expect to receive a final warehouse optimization assessment report within 90 business days of the last site visit, provided all required information and access has been granted. For multi-site or portfolio-level engagements, an agreed-upon project timeline will be established and shared within 30 business days of project initiation	85%	N/Atable 13 note 2	--table 13 note 3
Table 13 Notes Table 13 Note 1 New service reported as of fiscal year (FY) 2024 to 2025. Return to table 13 note 1 referrer Table 13 Note 2 No result for previous cycle (new service). Return to table 13 note 2 referrer Table 13 Note 3 No business volumes reported. Return to table 13 note 3 referrer

Government-wide support

The tables below show the service standard targets and the results for 2023 to 2024 and 2024 to 2025 for the Government-Wide Support Program. They cover the following services:

• Contract Security (Company Registration, Personnel Security Screening, Call Centre)
• Controlled Goods: Company Registration, Security Assessments, Exemption Applications for Visitors, Temporary Workers and International Students
• 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
• Shared Travel Services
• Seized Property Management
• National Print Services
• Shared HR Services
• Shared Ombuds Services
• Document Imaging Services
• Canadian General Standards Board
• Canada Gazette: Publication of Official Notices, Laws and Regulations
• Reference Services for Publications
• Copyright Media Clearance Program
• Public Opinion Research: Coordination, Advisory and Knowledge Management Services
• Advertising: Coordination and Training Services
• Translation
• Terminology Standardization
• Interpretation

Table 14: Contract Security (Company Registration, Personnel Security Screening, Call Centre)
Departmental Oversight Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Process a simple request for reliability status (to access protected information and assets) within 7 business days	85%	94%	95.6%
Process a complex request for reliability status (to access protected information and assets) within 120 business days	85%	94.9%	91.7%
Process a simple request for security clearance (to access classified information and assets) within 75 business days	80%	91.4%	90.2%
Process a complex request for security clearance (to access classified information and assets) within 120 business days	80%	83.8%	83.1%
Respond to/refer inquiries within 2 business days	90%	81.1%	96.5%

Table 15: Controlled Goods: Company Registration, Security Assessments, Exemption Applications for Visitors, Temporary Workers and International Students
Departmental Oversight Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Issue registration certificates (new and renewal) within 32 business days	80%	56.7%	13.5%
Conduct security assessments within 32 business days	80%	55.7%	13.6%
Issue visitor exemption certificates within 10 business days	80%	28.1%	58%
Issue temporary worker exemption certificates within 30 business days	80%	19.2%	31.8%
Companies are compliant with the Controlled Goods Regulations upon first inspection	80%	77.8%	67.2%

Table 16: GCcase: Tool used to track client information and cases to ensure better client service
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
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. After standard hours, clients can engage with assigned Duty Managertable 16 note 1	95%table 16 note 2	100%	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	95%table 16 note 2	100%	100%
24/7 on call support service, initial response within 30 minutes. Follow up reports every 2 hours until resolutiontable 16 note 1	95%	100%table 16 note 3	100%
All major maintenance windows will be communicated to clients at least 10 business days of advanced noticetable 16 note 1	100%table 16 note 4	100%table 16 note 5	100%
Table 16 Notes Table 16 Note 1 Service standard reworded. Return to table 16 note 1 referrer Table 16 Note 2 Target increased from 90% (previous cycle) to 95% (most recent cycle). Return to table 16 note 2 referrer Table 16 Note 3 Volume is not a factor. Service support was available 100% of the time during defined support hours. Return to table 16 note 3 referrer Table 16 Note 4 Target increased from 95% (previous cycle) to 100% (most recent cycle). Return to table 16 note 4 referrer Table 16 Note 5 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 16 note 5 referrer

Table 17: GCdocs: Electronic documents and records management solution
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
GCdocs acknowledges receipt of client inquiries within 1 business day	95%	100%table 17 note 1	100%
Table 17 Notes Table 17 Note 1 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 17 note 1 referrer

Table 18: GCinterop: Interoperability solutions that support the sharing of data and application functionality
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
The Government of Canada (GC) Service Bus production environment is available 24/7/365, in accordance with the planned hours of operation. Standard support is available Monday to Friday, from 8 am to 4 pm ETtable 18 note 1	98%table 18 note 2	100%	100%
All major and quarterly maintenance windows will be communicated to clients at least 10 business days of advanced notice being provided	100%table 18 note 3	100%table 18 note 4	--table 18 note 5
Table 18 Notes Table 18 Note 1 Service standard reworded. Return to table 18 note 1 referrer Table 18 Note 2 Target decreased from 100% (previous cycle) to 98% (most recent cycle). Return to table 18 note 2 referrer Table 18 Note 3 Target increased from 95% (previous cycle) to 100% (most recent cycle). Return to table 18 note 3 referrer Table 18 Note 4 Volume is not a factor. Communications were provided as described 100% of the time. Return to table 18 note 4 referrer Table 18 Note 5 No business volumes reported. Return to table 18 note 5 referrer

Table 19: GCshare: Web-based collaborative platform
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
GCshare acknowledges receipt of client inquiries within 1 business day	100%	100%table 19 note 1	--table 19 note 2
GCshare addresses client inquiries, providing advice and guidance, within 5 business days	99%	100%table 19 note 3	--table 19 note 2
Table 19 Notes 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 19 Note 2 No business volumes reported. Return to table 19 note 2 referrer Table 19 Note 3 Volume is not a factor. Service support was available 100% of the time during defined support hours. Return to table 19 note 3 referrer

Table 20: GCSurplus: Public website to view and bid on surplus federal assets
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Website is operational 24/7	95%	100%	100%

Table 21: Shared Travel Services
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Service requests and inquiries from departmental travel leads are acknowledged within one business day of receipttable 21 note 1table 21 note 2	95%	95%	99%
Service requests and inquiries from departmental travel leads are resolved within 10 business days of receipttable 21 note 1table 21 note 2	85%	85%	85.5%
Table 21 Notes Table 21 Note 1 Service standard reworded. Return to table 21 note 1 referrer Table 21 Note 2 This service standard is specific to the service provided to Departmental Travel Leads. Return to table 21 note 2 referrer

Table 22: Seized Property Management
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Compliance to court order timing 100% of the time	100%	100%	100%
Seized Property Management Directorate employees attend all takedown when law enforcement requests their presencetable 22 note 1	100%	100%	100%
Table 22 Notes Table 22 Note 1 Service standard reworded. Return to table 22 note 1 referrer

Table 23: National Print Services
Digital Services Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
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%

Table 24: Shared HR Services
Human Capital Management Pay Administration Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Percentage of intake processed within services standards. Client inquiries are acknowledged within 1 business day	90%	100%	100%

Table 25: Shared Ombuds Services^{table 25 note 1}
Human Capital Management Pay Administration Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Client inquiries are acknowledged within 1 business day and responded to within 2 business days	95%	N/Atable 25 note 2	100%
Table 25 Notes Table 25 Note 1 New service reported as of FY 2024 to 2025. Return to table 25 note 1 referrer Table 25 Note 2 No result for previous cycle (new service). Return to table 25 note 2 referrer

Table 26: Document Imaging Services
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
All document imaging requests by departments fulfilled within agreed upon timeframes	95%	99.8%	99.8%

Table 27: Canadian General Standards Board
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
All National Standards expiring during the year are addressed (in other words renewed or withdrawn)	100%	100%	100%

Table 28: Canada Gazette - Publication of Official Notices, Laws and Regulations
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Achieve 99% of editing accuracy (of documents published in Parts I / II of The Canada Gazette)	99%	100%	99.3%

Table 29: Reference Services for Publications
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Client inquiries are responded to within 48 hours	80%	100%	100%

Table 30: Copyright Media Clearance Program
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Client inquiries are responded to within 48 hours.	90%	97%	98.6%

Table 31: Public Opinion Research: Coordination, Advisory and Knowledge Management Services
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Provides feedback on supplier proposals within 3 business days of receipt	80%	100%	99.1%

Table 32: Advertising: Coordination and Training Services
Receiver General and Pension Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Statements of work are reviewed within 3 business days	90%	97.7%	99%

Table 33: Translation
Translation Bureau

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Texts assigned to external official languages linguistic services providers will be quality-controlled in accordance with internal policies	98%	94.4%	99.7%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients	95%	91.8%	91.4%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	95%	98.1%

Table 34: Terminology Standardization
Translation Bureau

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Out of approximately 25,000 transactionstable 34 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 34 note 2	99%	100%	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%	99.5%	99%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	95%	98.1%
Table 34 Notes Table 34 Note 1 Terminology records created, modified or deactivated. Return to table 34 note 1 referrer Table 34 Note 2 Service standard to be modified in FY 2025 to 2026. Return to table 34 note 2 referrer

Table 35: Interpretation
Translation Bureau

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
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 clienttable 35 note 1	98%	99.1%	98.8%
Clients’ information requests received electronically will be processed in accordance with a deadline of 1 working day	95%	95%	98.1%
Table 35 Notes Table 35 Note 1 Service standard to be modified in FY 2025 to 2026. Return to table 35 note 1 referrer

Human resources management services

The table below shows the service standard targets and the results for 2023 to 2024 and 2024 to 2025 for the Human Resources Management Services Program, for the following service: My Government of Canada Human Resources (MyGCHR).

Table 36: My Government of Canada Human Resources (MyGCHR)
Human Capital Management Solutions Branch

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Second tier operational support for client organizations of My Government of Canada Human Resources (MyGCHR), ensuring that for all requests received, a 4 hour delay is adhered for reception, recording and confirmation of receipttable 36 note 1	90%	90.3%	92.3%
Table 36 Notes Table 36 Note 1 Service standard reworded. Return to table 36 note 1 referrer

Procurement Ombudsman

The tables below show the service standard targets and the results for 2024 to 2025 for the Procurement Ombudsman Program. These are new services, so there were no service standard targets or results for 2023 to 2024. The tables cover the following services: Alternative Dispute Resolution, Review of Complaints and Review of Federal Organization’s Procurement Practices.

Table 37: Alternative Dispute Resolution
Office of the Procurement Ombud^{table 37 note 1}

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Section 23(1) of the Procurement Ombudsman Regulations requires the Ombud to “ask the other parties” to a contract to “agree to participate in” an Alternative Dispute Resolution (ADR) process within 10 working days of the receipt a request meeting all regulatory requirements. In instances where both parties agree to participate, through the provision of such ADR services, the process can result in an agreement between the parties	100%	N/Atable 37 note 2	100%
Table 37 Notes Table 37 Note 1 New branch reporting as of FY2024 2025. All services and service standards listed under this branch are being reported for the first time. Return to table 37 note 1 referrer Table 37 Note 2 No result for previous cycle (new service). Return to table 37 note 2 referrer

Table 38: Review of Complaints
Office of the Procurement Ombud^{table 38 note 1}

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Sections 8 and 17 of the Regulations require reviews of supplier complaints regarding the award or administration of federal contracts to be initiated within 10 working days of the filing of a complaint meeting all regulatory requirements. Once initiated, reviews of complaints must be completed, as per sections 14 and 22 of the Regulations, within 120 working days after the day on which a complaint is filed	100%	N/Atable 38 note 2	100%
Table 38 Notes Table 38 Note 1 New branch reporting as of FY2024 2025. All services and service standards listed under this branch are being reported for the first time. Return to table 38 note 1 referrer Table 38 Note 2 No result for previous cycle (new service). Return to table 38 note 2 referrer

Table 39: Review of Federal Organization’s Procurement Practices
Office of the Procurement Ombud^{table 39 note 1}

Service standard	Target	Results 2023 to 2024	Results 2024 to 2025
Paragraph 22.1(3)(a) of the Department of Public Works and Government Services Act provides the Procurement Ombud with the authority to review the procurement practices of federal organizations and make any appropriate recommendations to the relevant department to improve those practices. Reviews are typically completed within a calendar year, and a follow-up review is launched 2 years later to assess the extent to which Office of the Procurement Ombud’s recommendations have been implemented	100%	N/A table 39 note 2	100%
Table 39 Notes Table 39 Note 1 New branch reporting as of FY2024 2025. All services and service standards listed under this branch are being reported for the first time. Return to table 39 note 1 referrer Table 39 Note 2 No result for previous cycle (new service). Return to table 39 note 2 referrer