Integrated strategy for human: Current operations
Integrated strategy for human resources and pay
Current operations
Since the Phoenix pay system launched in 2016, Public Services and Procurement Canada (PSPC) has made significant progress in its efforts to improve the system and stabilize its operations. However, the impacts and limitations of current pay operations remain unacceptable, and we are working with our partners to resolve them.
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Current efforts
We are continuously working to improve the way we deliver human resources (HR) and pay services for all public servants. A team of dedicated professionals supports these efforts, and as of March 2025, included:
- Over 1,800 compensations professionals processing transactions at the Public Service Pay Centre
- Over 500 pay administration professionals, who
- manage financial operations for over 150 organizations
- provide 24/7 support for all pay-related systems
- implement legal, regulatory and legislative changes
- Over 250 Client Contact Centre agents, who
- serve as the first point of contact for current and former public servants
- resolve straightforward pay-related issues for employees served by the Pay Centre
- respond to technical enquiries related to the compensation Web Applications and MyGCPay, a web-based application that offers employees a centralized view of pay and benefits, with over 6 million visits to date
We are also finding ways to use artificial intelligence (AI) to help agents process transactions more quickly. This includes developing a virtual assistant using AI to help compensation agents identify and correct data discrepancies, improving case accuracy and efficiency.
We are improving the way we work by:
- standardizing and simplifying our HR processes to ensure they are consistent across the Government of Canada
- simplifying complex pay rules
- supporting departments in strengthening HR management practices, including timely and accurate transaction submissions
Human resources and pay in numbers
- Over 430,000 current and former public servants from over 100 departments and agencies
- 260,000 employees from 49 departments and agencies have pay services provided by the Public Service Pay Centre
- Almost 150 different collective agreements to apply when processing pay for employees
- In the 2024-2025 Fiscal Year:
- 78 new collective agreements implemented
- 12.8 million paycheques processed in Phoenix, totalling $38.5 billion
- over 1.67 million transactions automated or manually processed by the Public Service Pay Centre
- So far in 2025, we have achieved an enterprise-wide average biweekly payroll accuracy of 98.3%
Working together
PSPC is collaborating and sharing information with all groups impacted by the changes, including:
- other government departments
- public servants
- bargaining agents
We are also working with the Treasury Board of Canada Secretariat (TBS), which is responsible for HR policies, directives and guidelines. TBS plays a key role in simplifying HR processes and pay rules to make them consistent and easier to apply across organizations.
Next steps
We continue to focus on increasing the capacity of our current operations and system to ensure public servants are paid on time and accurately.
Our goal at the Public Service Pay Centre is to reach a steady state of pay operations, defined as:
- processing transactions within service standards 95% of the time
- having no transactions older than 1 year
This will help ensure a smooth transition to the Dayforce HR and pay solution, as well as allow for an improved client experience.
To learn more about the progress being made and the most recent numbers, consult the Public Service Pay Centre dashboard.
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