Public Services and Procurement Canada
Services, standards and results 2019 to 2020

Highlights

Reporting on service standards is essential for tracking how well we are serving our clients. In 2018-2019, 47 of 68 targets were achieved or surpassed, representing an overall score of 69%. This demonstrates our continued commitment to meeting our clients’ expectations and supporting the delivery of their services to Canadians.

Improvements for 2019-2020 focus on increasing client-centricity such as ensuring standards are based on direct feedback.

The following table indicates the number of service standards that were in place for each of Public Services and Procurement Canada’s (PSPC) five service categories, and the number of service standards that met or surpassed the target. The table also shows the number of service standards that are in place in 2019 to 2020 for each of PSPC's five service categories.

Table 1: The number of service standards
Service category	2018 to 2019: Number of service standards	Number of service standards that met or surpassed the target	2019 to 2020: Number of service standards
Buying and selling	11	8	11
Payments and pensions	11	7	10
Property and buildings	2	1	2
Security, corporate and information services	33	22	34
Translation, terminology and interpretation	11	9	11
Total	68	47	68

Buying and selling

The following tables on service standards and targets show service targets for 2018 to 2019 and 2019 to 2020 for procurement tools and services, awarding of contracts, and client relationship management. The tables also include results for 2018 to 2019.

Table 2: Procurement tools and services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Acknowledge receipt of client requisitions sent electronically (for example by e-mail) within 1 business day	95%	95.1%	95%
Acknowledge receipt of client requisitions sent by fax or mail within 2 business days	95%	99.6%	95%
Provide clients with their procurement officer's name and contact information within 5 business days of allocation or requisition	80%	60.2%	80%
Provide 24/7 access to emergency procurement on a priority basis using timelines established with the client department	100%	100%	100%
Deliver services with a quality level that meets clients' expectations	80%	83%	80%
Deliver services with accuracy that meets clients' expectations	80%	85%	80%
Deliver services that are highly valued by clients	80%	57%	80%

Table 3: Awarding of contracts
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Basic procurement contracts, within 80 business days	85%	80.8%	85%
Standard procurement contracts, within 100 business days	80%	71.1%	80%

Table 4: Client relationship management
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Acknowledge clients' inquiries within 1 business day	95%	95%	95%
Respond to clients' inquiries within 3 business days	95%	95%	95%

Payments and pensions

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for federal pay and benefits administration, federal pension administration, and Receiver General Services. The tables also include results for 2018 to 2019.

Table 5: Federal pay and benefits administration
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Client Contact Centre to answer calls within 180 seconds—Reworded	80%	65.8% ^{table 5 note 1}	80%
Percentage of pay transactions processed that are on time—Reworded	95%	55%^{table 5 note 2}	80%
Percentage of new pod intake processed within services standards—New	Not applicable	Not applicable	80%
Table 5 note(s) Table 5 note 1 As part of the measure taken to address pay issues, support employees, and provide client service excellence, Client Contact Centre (CCC) had introduced a variety of enhancements to their services. This includes the First point of Contact (FPOCR) which allows agents to resolve minor pay issues at first point of contact. FPOCR has increased the time agents spend on the phone as they are conducting transactions in addition to providing advice and guidance on employees pay files. Due to these service enhancements CCC client satisfaction has increased. CCC also introduced a new workforce management tool <<Wisdom>>, which uses forecasting to assist them in determining how many agents are required to be scheduled during specific time period. Currently, CCC requires an additional 90 agents on the phone during peak times Return to table 5 note 1 referrer Table 5 note 2 In 2018-2019, Public Service Pay Centre (PSPAYC) focused its efforts on Pod implementation, this model focuses on intake while continuously reducing the backlog however many of the existing backlog cases had exceeded service standard prior to being processed. PSPAYC also focused efforts on Collective Agreement implementation, complex transactions, which included retroactive payments divided between Phoenix and Regional Pay System, resulting in significant manual processing requirements. PSPAYC also focused on specific queues such as Disability and Maternity/Parental leave, ensuring these case-types were processed within service standards. Hence, 95% of requests related to Disability and 82% of requests related to Parental/Maternity leave were processed within the service standards. Finally, PSPAYC also focused efforts within the queue on transactions with high financial impact, rather than those with low or no financial impact, but did not have the capacity or automation required in order to process all case-types within service standards. As identified through the human resources (HR)-to-Pay initiative, the timeliness by which departments and agencies enter their HR data for employees has a significant impact in issuing accurate and timely pay, and poor quality and late data entry leads to more transaction in the queue as well as risk for critical errors within Phoenix. In 2018-2019, the timeliness by which departments and their HR data has improved but was still low, resulting in significant increases in cases and case complexity. PSPAYC increased the number of employees processing pay over the past year, the onboarding of additional staff has impacted their short-term processing capacity as their experienced processors supported their new recruits through training, coaching, and verification. The Pod model requires additional business support roles (Resource Analyst, Client Contact Officer, Coaches), which have also impacted the PSPAYC short-term processing capacity as more experienced processors fill these critical positions. PSPAYC continue to work collaboratively at all levels to resolve these issues as quickly as possible Return to table 5 note 2 referrer

Table 6: Federal pension administration
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Percentage of Pension transactions and pension-related payments processed within established timeframes	95%	98%	95%
Percentage of first pension payments issued within established timeframes	95%	98%	95%
Answer public service pension administration calls at the Pension Centre within 180 seconds	80%	83%	80%

Table 7: Receiver General Services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Answer calls about Receiver General cheques within 180 seconds	80%	81.9%	80%
Percentage of payments issued by the Receiver General on behalf of the Government of Canada in accordance with legislated due dates—Deleted	99.9%	Not applicable	Not applicable
Percentage of all payments processed by the Receiver General for the Government of Canada as per established schedules	99%	99.99%	99.9%
Respond to Receiver General cheque status enquiries within 24 hours	99.9%	100%	99.9%
Provide a copy of a paid Receiver General cheque from the previous 6 years within 2 business days	98%	100%	98%
Publish Public Accounts of Canada within 24 hours of tabling in Parliament—Deleted	100%	Not applicable	Not applicable

Property and buildings

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for office accommodation services. The table also includes results for 2018 to 2019.

Table 8: Office accommodation services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Ensure Public Services and Procurement Canada (PSPC) real property portfolio of facilities remains operational during normal business hours as defined as 7:00 a.m. to 6:00 p.m., Monday through Friday	99%	99.78%	99%
Satisfaction rating for service calls reported through the National Service Call Centre (NSCC)	90%	89.25%	90%

Security services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for security clearance issuance, Industrial Security Call Centre, integrity database services, and controlled goods. The tables also include results for 2018 to 2019.

Table 9: Security clearance issuance
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Process a simple request for reliability status (to access protected information and assets) within 7 business days	85%	97%	85%
Process a complex request for reliability status (to access protected information and assets) within 120 business days	85%	93%	85%
Process a simple request for security clearance (to access classified information and assets) within 75 business days	80%	98%	80%
Process a complex request for security clearance (to access classified information and assets) within 120 business days	80%	90%	80%

Table 10: Industrial security call centre
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Respond/refer inquiries within 2 business days	90%	87%^{table 10 note 1}	90%
Table 10 note(s) Table 10 note 1 We narrowly missed the 90% target to respond/refer to inquiries within 2 business days due to a 50 percent employee turnover rate in Fiscal Year(FY) 2018-2019 and challenges in attracting qualified bilingual candidates with valid security clearances. An external staffing process is underway to recruit new employees and overstaff the client Service Centre to provide maximum stability and contingency in periods of high turnover. Return to table 10 note 1 referrer

Table 11: Integrity database services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Complete verification checks within 4 hours	80%	99%	80%

Table 12: Controlled goods (company registration, exemptions and company inspection)
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Issue registration certificates (new and renewal) within 32 business days	80%	62%^{table 12 note 1}	80%
Conduct security assessments within 32 business days	80%	62%^{table 12 note 2}	80%
Issue visitor exemption certificates within 10 business days	80%	94.9%	80%
Issue temporary worker exemption certificates within 30 business days	80%	95.9%	80%
Companies are compliant with the Controlled Goods Regulations upon first inspection—New	80%	77%^{table 12 note 3}	80%
Table 12 note(s) Table 12 note 1 The delay in the issuance of registration certifications was due to the introduction of a new internal process and the lack of available trained staff to handle the workload. This new process created a bottleneck at the front end of the registration process whereby the determination of whether entities had a legitimate justification for registering was being conducted earlier in the registration process by validation analysts rather than registration analysts. The security assessments were not started as quickly and this further compounded the issue since security assessments of designated officials, owners and authorized individuals must be completed before a registration certificate can be issued. Return to table 12 note 1 referrer Table 12 note 2 The delay in the completion of security assessments was due to the introduction of a new internal process, which delayed the start of security assessments, as well as enhanced verification methods (the adoption of an additional tool for conducting security checks), and an increase in the volume of security assessments in the fourth quarter of FY 2018-2019. Return to table 12 note 2 referrer Table 12 note 3 The main items contributing to administrative non-compliance included security assessments not being completed properly, deficient security plans and failing to report amendments to registration information. Due to an increase in the overall number of inspections conducted in FY 2018-2019 (1,423) compared to FY 2017-2018 (950), less time and effort was put into conducting pre-inspection outreach with individual new registrants which resulted in companies’ deficiencies being identified at the first inspection. Return to table 12 note 3 referrer

Corporate services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for Government of Canada's document management solution (GCDOCS), Shared services integration, My Government of Canada Human resources (MyGCHR), Canadian General Standards Board, Shared Travel Services, document imaging, GCSurplus, and Seized Property Management Directorate. The tables also include results for 2018 to 2019.

Table 13: Government of Canada's document management solution
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
GCDOCS acknowledges receipt of client inquiries within one business day	80%	80%	99%
GCDOCS addresses client inquiries, providing advice and guidance, within five business days	80%	Not available^{table 13 note 1}	80%
Presentations created by GCDOCS for the GCDOCS Director General Operational Committee meetings are available on GCpedia, in both official languages, two business days before the meeting	90 %	75% for English	90 %
	90 %	0 % for French^{table 13 note 2}	90 %
Table 13 note(s) Table 13 note 1 These metrics were not gathered throughout this fiscal year. This is a priority item to address in 2019-2020. Return to table 13 note 1 referrer Table 13 note 2 Challenges in capacity and process due to organizational changes as well as loss of key resources were key contributing factors in the performance on this service standard. Return to table 13 note 2 referrer

Table 14: Shared services integration
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Deliver on annual plan commitments on time, on scope and on budget	95%	Not available^{table 14 note 1}	Not available^{table 14 note 1}
Resourcing: For resourcing processes with an established Project Plan and Timeline, SHRS will meet the established milestones/deliverables	90%	Not available^{table 14 note 1}	80%
Classification: SHRS will plan a client consultation meeting and have an established work plan within 5 days of that meeting to present the service standards	90%	Not available^{table 14 note 1}	80%
Compensation: SHRS will close 6 cases per day per compensation advisor for work to be completed for the Pay Centre	90%	Not available^{table 14 note 1}	80%
Help desk inquiries are responded to within priority level timelines: Priority 1—less than one hour Priority 2—within two hours Priority 3—within twenty-four hours Priority 4—between twenty-four and forty-eight hours	80%	Not available^{table 14 note 1}	Not available^{table 14 note 1}
GCcase clients have access to the required platforms (i.e. Pre-production, Client-Development-Test and Production) as per the date indicated in the published onboarding schedule	90%	95%	95%
Table 14 note(s) Table 14 note 1 SHRS justification for Data not currently available: Interactions are not measured in the service standards. Return to table 14 note 1 referrer

Table 15: Canadian General Standards Board
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Percentage of National Standards of Canada collection review started in fiscal year (20% reviewed per year based on five-year cycle)	20% (100% over 5 years)	72%	20% (100% over 5 years)

Table 16: Shared Travel Services
Service standard	Target 2018 to 2019	Final results 2019 to 2019	Target 2019 to 2020
STS acknowledges receipt of client inquiries within one business day	80%	92%	80%
STS addresses client inquiries not involving third parties within 15 business days of their receipt	70%	83%	70%

Table 17: Document imaging
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
All document imaging request by departments fulfilled within agreed upon timeframes	95%	98.5%	95%
All document imaging requested by departments fulfilled within the cost identified in the agreement	95%	100%	95%

Table 18: GCSurplus
Service standard	Target 2018 to 2018	Results 2017 to 2018	Target 2018 to 2019
Website is operational 24/7	95%	100%	95%

Table 19: Seized Property Management Directorate
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Compliance to court ordered timing 100% of the time	100%	100%	100%
Attendance take down when asked 100% of the time	100%	100%	100%

Information services

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for the Canada Gazette, publishing and depository services, Electronic Media Monitoring, Public Opinion Research, Advertising Coordination and Partnerships, and Communications. The tables also include results for 2018 to 2019.

Table 20: The Canada Gazette
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette)	99%	99.98%	99%

Table 21: Publishing and depository services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Percentage of client inquiries responded to within 48 hours	80%	96%	80%

Table 22: Copyright Media and Clearance Program—Renamed
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Client inquiries are responded to within 48 hours	90%	100%	90%

Table 23: Public Opinion Research
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Public Opinion Research Directorate provides feedback on supplier proposals within 3 business days of receipt	80%	98%	80%

Table 24: Advertising Coordination and Partnerships
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Statements of Work are reviewed within 3 days	90%	97%	90%

Table 25: Communications
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Percentage of media inquiries responded to within negotiated timelines	100%	95%	95%

Translation, terminology and interpretation

The following tables on service standards show service targets for 2018 to 2019 and 2019 to 2020 for translation and linguistic services, terminology standardization services, interpretation, and client relationship management. The tables also include results for 2018 to 2019.

Table 26: Translation and linguistic services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
The quality of texts outsourced to official language service providers will be controlled by a language professional from the Translation Bureau—Reworded	70%	80%	85%
Linguistic services requests will be processed within the initial deadlines requested by the clients—Reworded	90%	80%	85%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients—Reworded	95%	95%	95%
Linguistic services requests will be assigned to an internal or external translator within 24 hours following receipt of the request—Reworded	95%	88%	95%

Table 27: Terminology standardization services
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
To ensure that the Government of Canada’s terminology remains up to date, 2,000 records will be created, modified or deactivated in TERMIUM Plus®, in each of the following three fields: military, computer science and construction—Reworded	95%	100%	95%
Requests received by the Terminology help service (btterminosvp.tbterminosvp@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of one (1) working day—Reworded	99%	99%	99%

Table 28: Interpretation
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Official languages interpretation requests will be processed in accordance with a deadline of three (3) working days—Reworded	95%	98%	95%
Foreign language interpretation requests will be processed in accordance with a deadline of three (3) working days—Reworded	95%	100%	95%
Visual interpretation requests will be processed in accordance with a deadline of one (1) working day—Reworded	95%	100%	95%

Table 29: Client relationship management
Service standard	Target 2018 to 2019	Final results 2018 to 2019	Target 2019 to 2020
Clients’ information requests received electronically bureaudelatraduction.translationbureau@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of two (2) working days—Reworded	95%	99%	95%
Client accounts will be created within five (5) working days following receipt of the required information—Reworded	95%	97%	95%

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Date modified:: 2024-02-05

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Public Services and Procurement Canada
Services, standards and results 2019 to 2020

On this page

Highlights

Buying and selling

Payments and pensions

Property and buildings

Security services

Corporate services

Information services

Translation, terminology and interpretation

Page details

Public Services and Procurement Canada Services, standards and results 2019 to 2020

On this page

Highlights

Buying and selling

Payments and pensions

Property and buildings

Security services

Corporate services

Information services

Translation, terminology and interpretation

Page details

Public Services and Procurement Canada
Services, standards and results 2019 to 2020