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ARCHIVED - Atlantic Canada Opportunities Agency

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Client-centred Service


Service Standards by Type

Performance against Service Standards

Client Satisfaction Scores

Common Measurement Tool Used (Y/N)

Responding to Results

Planning to address missing elements

Funds / services delivered by ACOA (project funding)



36 indicators (that cover direct delivery, access to ACOA services, and communication activities with ACOA) are used to assess client satisfaction and the importance of service for those clients who have applied to ACOA for project funding.

Yes. The CMT is used to measure client satisfaction.

The results of the survey exercise are published on the Agency’s website*, and activities such as process mapping and focus groups are used to review processes in order to improve performance.

ACOA is looking at standards development for project approvals under various programming activities, including the Business Development Program.

Client satisfaction continues to be measured periodically (every two years) to help ACOA further define future initiatives for service enhancement.

* Results of ACOA’s Client Satisfaction Surveys are published on the Agency’s website at