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Compendium
Of
Service Standards

Prepared for
Innovative and Quality Services Division
Service and Innovation Sector
Treasury Board of Canada Secretariat

Prepared by
Consulting and Audit Canada
Project No.: 550-0743

November 2001

Table of Contents

Introduction

Canada Customs and Revenue Agency

Canada Economic Development Quebec

Canada Post Corporation

Canadian Radio-Television and Telecommunications Commission

Citizenship and Immigration Canada

Fisheries and Oceans

Foreign Affairs and International Trade

Health Canada

Human Resources Development Canada

Industry Canada

National Library of Canada

Natural Resources Canada

Passport Office

Statistics Canada

Veterans Affairs Canada

Departments Without Published Service Standards

INTRODUCTION

Consulting and Audit Canada (CAC) was requested to prepare a Compendium of Service Standards that are published by government departments and agencies in their Departmental Performance Reports (DPRs) and Reports on Plans and Priorities (RPPs). CAC reviewed the 1999-2000 DPRs and the 2001-02 RPPs of close to 50 departments and agencies, as well as their websites. To the extent that it was possible, the Service Standards were identified by Business Line (or in some cases by Sector or Branch) and by delivery channel.

In addition to the Service Standards, CAC identified all departments and agencies that referenced their plans for the Service Improvement Initiative and/or more generally for improving client satisfaction, and included them in the Compendium. For the sake of completeness, CAC also included those departments and agencies that neither published Service Standards nor referenced the Service Improvement Initiative or improving client satisfaction

The Compendium of Service Standards is presented in the attached table, which contains all the departments and agencies that were considered. The following departments and agencies have published Service Standards:

Canada Customs and Revenue Agency
Canada Economic Development Qu�bec
Canada Post Corporation
Canadian Radio-television and Telecommunications Commission
Citizenship and Immigration Canada
Fisheries and Oceans
Department of Foreign Affairs and International Trade
Health Canada
Human Resources Development Canada
Industry Canada
National Library of Canada
Natural Resources Canada
Passport Office
Statistics Canada
Veteran Affairs Canada

In addition, CAC was requested to develop a draft typology for categorizing Service Standards. Based on a review of the literature and discussion with CAC colleagues, there appears to be several ways to categorize or classify Service Standards. CAC proposed that the typology be structured around whether a Service Standard addresses:

how the service is to be delivered
when the service is to be delivered
what service is to be delivered

HOW

The HOW category of Service Standards tends to cover Service Standards dealing with the client's experience with the service delivery and how the server (i.e., service provider or service deliverer) actually provides the service. Typical Service Standards in this category deal with fairness, courteousness, repect and knowledgeable servers and with the professionalism and cultural sensitivity of the servers. In a sense, this category deals with the knowledge, attitude and behaviour of servers. In turn, in many cases, the achievement of the Service Standard really depends on the client's perception of the experience with the service deliverer.

This category really deals with 'how the client is made to feel' with the service experience. Research indicates that client dissatisfaction has more to do with how the product or service is delivered to the client rather than the quality of the product or service itself. The client's perception emphasizes the 'emotional elements' or 'emotional reactions' of service delivery. The client's perceptions on or emotions about service delivery can be measured or assessed by some form of consultation with the client, such as surveys using the Common Measurements Tool or focus groups or comment cards or some other mechanism.

This category is obviously linked to client satisfaction. And client's perception and satisfaction can be based on or applied to Service Standards addressing waiting time (including both waiting to access the service provider, e.g., the number of phone rings before the phone is answered and waiting for service in a walk-in or counter or in person service), fair treatment, the knowledge or competence of the server, the server's attitude and behaviour, and outcome.

Two other dimensions of how service is delivered can also be considered within the context of Service Standards, namely, the language of service Service Standard (i.e., the client shall be offered the service in the Official Language of the client's choice) and service security and confidentiality (i.e., the client 's information shall be treated in strict confidentiality or security).

Thus, the following three types of Service Standards can be considered from the HOW category, namely:

Client Perception [CP]
Official Language [OL]
Security and Confidentiality [SC]

WHEN

The WHEN category of Service Standards tends to deal with timeliness, responsiveness and how long it takes or should take for the service or an element of the service to take place. In turn, there appears to be two dimensions of the timeliness Service Standards. First, there is the time required to contact or reach or access the server. For example, how many rings before the telephone is answered, how long one may have to wait on hold or at a counter to speak to someone or make an inquiry, or how many people a client is passed to until a server can address or act on the client's request. This is very much the accessibility issue and is particularly relevant to inquiries in person at the counter or over the phone, especially call centres.

In a sense, this is the front end wait or access time, i.e., the time a client has to wait to reach or access a server. All other accessibility related topics, at least for the time being (e.g., hours of operation, having things ready for clients when they come to look for them, maintaining updated databases, being ready for a request/inquiry, providing services for free or offering financial assistance, offering different delivery channels), have been lumped together.

The second timeliness dimension deals with Service Standards related to how much time is required or "allowed" by the server to deal with and resolve an inquiry or claim or proposal received from a client.. This type of Service Standard first requires some form of intervention from a client, who then is concerned with the time required or "allowed" to respond to a request or process a claim or make a decision, or to 'deliver on time'. That is, the reponse time that a client should expect before receiving an acknowledgement or official interim or final response from the server. In effect, this type of Service Standard is the 'speed of service'. This timeliness dimension or waiting time, of course, only comes into play after the client has established the initial contact with the server.

In a sense, this is the back end wait time, i.e., the time a server is allowed before having to respond to a client.

Thus, the following two types of Service Standards can be considered from the WHEN category.

Front end waiting times or accessibility [TF]
Back end waiting times or 'speed of service' [TB]

WHAT

The WHAT category of Service Standards tends to deal with the accuracy, correctness, comprehensiveness, justifiability and defencibility of the outcome or decision on a request or claim. This category of Service Standard also deals with the server's commitment for a well-reasoned decision or outcome, whether the client agrees or not. Clients are entitled to and should expect well-reasoned decisions or outcomes, but not necessarily ones with which they agree. Ultimately, the department and clients may need an objective third-party to properly assess the quality of the outcome.

The WHAT category really offers only one type of Service Standard, namely, outcome [OC].

Using this typology, there are six types of Service Standards, namely:

Client Perception [CP]
Official Language [OL]
Security and Confidentiality [SC]
Front end waiting times or accessibility [TF]
Back end waiting times [TB]
Outcome [OC]

The above typology, in its draft form, using the above abbreviations, is applied to the Compendium on Service Standards. Some of the Service Standards included in the Compendium are somewhat ambiguous and appear, by definition, out of context and do not easily lend themselves, as they are written, to being categorized withina typology. It may be that some of the Service Standards appearing in the DPR or RPP or on a departmental website should be revised.

Some of the Service Standards included in the Compendium incorporate some fairly specific target information, but targets were not explicitly used in the development of this Service Standard typology.

Canada Customs and Revenue Agency

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
Tax Services	1	CCRA aims to process T1 income tax returns in 4 to 6 weeks.			X
	2	CCRA aims to process EFILEd T1 returns in two weeks.				X	X
	3	CCRA aims to process adjustments and mail notice within 8 weeks.	X	X	X		X
	4	CCRA aims to process 95% of T3 returns within 4 months.	X		X
	5	CCRA aims to process 100% of Duty Free Shops (DTS) reimbursement claims within 5 working days.	X		X
	6	CCRA aims to process 100% of DTS compensation invoices within 30 days.	X		X
	7	CCRA aims to process 100% of GST/HST returns within 21 days from receipt.	X		X
	8	100% of magnetic-media test tapes are validated in 30 days.
	9	85% of T-2 Corporate Income Tax returns are processed in 25 days; remaining 15% of are processed within 50 days.	X	X	X	X	X
	10	Issue monthly statement of accounts to corporations			X
	11	Income Tax returns pursuant to sections 216 & 217 will be processed in 4-6 weeks.	X		X			X
	12	80% of applications to register pension plans are acknowledged within 60 days� and are reviewed in 180 days.			X
	13	Pension plan amendments for compliance with the Income Tax Act are reviewed within 9 months.			X
	14	Advance income tax rulings to taxpayers are issued within 90 days of receipt.	X	X	X		X
	15	Technical interpretations to tax rulings to taxpayers are issued within 90 days.	X	X	X		X
	16	Fairness requests for accounts receivable and trust account programs are processed within 4 to 6 weeks.	X	X	X
	17	100% of refundable Scientific Research & Experimental Development (SR & ED) claims are processed within 60 days when no audit is required and within 120 when an audit is required.			X
	18	100% of non-refundable SR & ED claims are processed in 120 days when no audit is required and within 1 year when an audit is required.			X
	19	100% of Refundable Video and Film Tax Credits will be processed within 60 days when no audit is required and in 120 days when an audit is required.			X
Benefit Programs and Other Services	20	100% of CCTB applications are processed at the end of the second month after receipt.	X		X
	21	80% of RSP and RIF applications are processed within 60 days.			X
	22	80% of responses to telephone enquiries for deferred income plans (DIPs) are provided in 24-48 hours.		X
	23	80% of responses to written enquiries for deferred income plans (DIPs) are provided in 60 days.			X
Client Services	24	Account maintenance (written correspondence) and Validation and Control service standards under development will be completed			X
	26	Counter service is provided within 20 minutes of client's arrival.	X
	27	100% of problem resolution requests are acknowledged within 24-48 hours.� A resolution is provided within 25 working days.		X
Customs Services	28	Services Pilot developmental standards for First Tier Automated Customs Information System (ACIS).	X
	29	100% of RMD-EDI (Release on Minimum Documentation - Electronic Data Interchange) requests are processed within 45 minutes.	X	X			X
	30	RMD-EDI Machine release requests are processed within 5 minutes.	X	X			X
	31	RMD - Paper release requests are processed within 2 hours.	X
	32	Release requests will be ready when goods arrive if Pre-Arrival Review System (PARS) - EDI is submitted 1 hour in advance	X	X	X	X	X
	33	Release requests will be ready when goods arrive if PARS - Paper is submitted 2 hours in advance.	X
	34	100% of landborder traveller wait-time at Customs Booth Clearance is within 20 minutes.	X
	35	100% of landborder traveller wait-time- Payment of Duty is within 5 minutes on weekdays and 10 minutes on the weekend.	X
Appeals	36	30-day meaningful first contact for objections and disputes			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Tax Services	1	CCRA aims to process T1 income tax returns in 4 to 6 weeks.		X		TB
	2	CCRA aims to process EFILEd T1 returns in two weeks.		X		TB
	3	CCRA aims to process adjustments and mail notice within 8 weeks.		X		TB
	4	CCRA aims to process 95% of T3 returns within 4 months.		X		TB
	5	CCRA aims to process 100% of Duty Free Shops (DTS) reimbursement claims within 5 working days.		X		TB
	6	CCRA aims to process 100% of DTS compensation invoices within 30 days.		X		TB
	7	CCRA aims to process 100% of GST/HST returns within 21 days from receipt.		X		TB
	8	100% of magnetic-media test tapes are validated in 30 days.		X		TB
	9	85% of T-2 Corporate Income Tax returns are processed in 25 days; remaining 15% of are processed within 50 days.	X	X		TB
	10	Issue monthly statement of accounts to corporations	X			TB
	11	Income Tax returns pursuant to sections 216 & 217 will be processed in 4-6 weeks.		X		TB
	12	80% of applications to register pension plans are acknowledged within 60 days� and are reviewed in 180 days.		X		TB
	13	Pension plan amendments for compliance with the Income Tax Act are reviewed within 9 months.	X			TB
	14	Advance income tax rulings to taxpayers are issued within 90 days of receipt.		X		TB
	15	Technical interpretations to tax rulings to taxpayers are issued within 90 days.		X		TB
	16	Fairness requests for accounts receivable and trust account programs are processed within 4 to 6 weeks.		X		TB
	17	100% of refundable Scientific Research & Experimental Development (SR & ED) claims are processed within 60 days when no audit is required and within 120 when an audit is required.		X		TB
	18	100% of non-refundable SR & ED claims are processed in 120 days when no audit is required and within 1 year when an audit is required.		X		TB
	19	100% of Refundable Video and Film Tax Credits will be processed within 60 days when no audit is required and in 120 days when an audit is required.			X	TB
Benefit Programs and Other Services	20	100% of CCTB applications are processed at the end of the second month after receipt.		X		TB
	21	80% of RSP and RIF applications are processed within 60 days.		X		TB
	22	80% of responses to telephone enquiries for deferred income plans (DIPs) are provided in 24-48 hours.		X		TB
	23	80% of responses to written enquiries for deferred income plans (DIPs) are provided in 60 days.		X		TB
Client Services	24	Account maintenance (written correspondence) and Validation and Control service standards under development will be completed	X			?
	26	Counter service is provided within 20 minutes of client's arrival.		X		TF
	27	100% of problem resolution requests are acknowledged within 24-48 hours.� A resolution is provided within 25 working days.		X		TB
Customs Services	28	Services Pilot developmental standards for First Tier Automated Customs Information System (ACIS).	X			?
	29	100% of RMD-EDI (Release on Minimum Documentation - Electronic Data Interchange) requests are processed within 45 minutes.		X		TB
	30	RMD-EDI Machine release requests are processed within 5 minutes.		X		TB
	31	RMD - Paper release requests are processed within 2 hours.		X		TB
	32	Release requests will be ready when goods arrive if Pre-Arrival Review System (PARS) - EDI is submitted 1 hour in advance		X		TB
	33	Release requests will be ready when goods arrive if PARS - Paper is submitted 2 hours in advance.		X		TB
	34	100% of landborder traveller wait-time at Customs Booth Clearance is within 20 minutes.		X		TF
	35	100% of landborder traveller wait-time- Payment of Duty is within 5 minutes on weekdays and 10 minutes on the weekend.		X		TF
Appeals	36	30-day meaningful first contact for objections and disputes	X			TB

In its 2001-2002 Report on Plans and Priorities CCRA published some new standards and remains committed to "ensure a consistent and co-ordinated approach to the design, development, implementation, reporting, and review of service standards in the agency." (pg. 61)

Canada Economic Development Quebec

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
Not specified	1	We serve our clients courteously and professionally.
	2	Upon request or on the initiative of an advisor, we arrange an interview with our clients in order to understand their needs clearly and to define their projects.
	3	We return our clients' calls within two working days.		X
	4	Our objective is to minimize response time with respect to the client's request for information or advice. If the application requires in-depth research, we inform the client of the processing time needed.
	5	Our objective is to minimize response time with respect to the client's application for financial assistance. As soon as the application is complete and analysis of the project can begin, we aim to notify the client of our decision within 35 to 65 days, depending on the scope of the project.
	6	We serve our clients in the official language of their choice.
	7	We process all client files in strict confidentiality.

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Not specified	1	We serve our clients courteously and professionally.			X	CP
	2	Upon request or on the initiative of an advisor, we arrange an interview with our clients in order to understand their needs clearly and to define their projects.			X	CP
	3	We return our clients' calls within two working days.			X	TB
	4	Our objective is to minimize response time with respect to the client's request for information or advice. If the application requires in-depth research, we inform the client of the processing time needed.			X	TB
	5	Our objective is to minimize response time with respect to the client's application for financial assistance. As soon as the application is complete and analysis of the project can begin, we aim to notify the client of our decision within 35 to 65 days, depending on the scope of the project.			X	TB
	6	We serve our clients in the official language of their choice.			X	OL
	7	We process all client files in strict confidentiality.			X	SC

"The Agency is always seeking ways to improve the delivery of its services and in 2000-2001, will establish several service standards especially for the time it takes to process files. This approach is part of the Government of Canada's improvement service initiative." (1999-2000 Departmental Performance Report, pg. 37)

Canada Post Corporation

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
Mail Delivery	1	Addressed admail/dimensional addressed admail: local (3 days), within province (4-5 days), national (4-15 days).			X
	2	Business Reply Mail: local (3 days), within province (4 days), national (5 days).			X
	3	Catalogue mail: local (3 days), within province (4-5 days), national (4-15 days).			X
	4	Electronic Ad mail: local (3 days), within province (4-5 days), national (4-15 days).					X
	5	Electronic Letter mail: local (2 days), within province (3 days), national (4 days).					X
	6	Incentive Letter mail: local (2 days), within province (3 days), national (4 days).			X
	7	Letter mail: local (2 days), within province (3 days), national (4 days).			X
	8	Publications Mail: local (3 days), within province (4-5 days), national (4-15 days).			X
	9	Publications Mail - Time-committed: local (2 days), within province (3-4 days), national (4-13 days).			X
	10	Registered mail: local (2 days), within province (3 days), national (4 days).			X
	11	Unaddressed Ad mail: local (2 days), within province (3-4 days), national (3-14 days).			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Mail Delivery	1	Addressed admail/dimensional addressed admail: local (3 days), within province (4-5 days), national (4-15 days).			X	TB
	2	Business Reply Mail: local (3 days), within province (4 days), national (5 days).			X	TB
	3	Catalogue mail: local (3 days), within province (4-5 days), national (4-15 days).			X	TB
	4	Electronic Ad mail: local (3 days), within province (4-5 days), national (4-15 days).			X	TB
	5	Electronic Letter mail: local (2 days), within province (3 days), national (4 days).			X	TB
	6	Incentive Letter mail: local (2 days), within province (3 days), national (4 days).			X	TB
	7	Letter mail: local (2 days), within province (3 days), national (4 days).			X	TB
	8	Publications Mail: local (3 days), within province (4-5 days), national (4-15 days).			X	TB
	9	Publications Mail - Time-committed: local (2 days), within province (3-4 days), national (4-13 days).			X	TB
	10	Registered mail: local (2 days), within province (3 days), national (4 days).			X	TB
	11	Unaddressed Ad mail: local (2 days), within province (3-4 days), national (3-14 days).			X	TB

Canadian Radio-television and Telecommunications Commission

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Processing Broadcasting Applications	1	60% of share transfers applications dealt with administratively in 2 months; 80% in 3 months.			X
	2	75% of other types of applications dealt with administratively in 2 months; 85% in 3 months.			X
	3	60% of share transfers applications dealt with administratively in 6 months; 80% in 9 months.			X
	4	60% of other types of applications dealt with by public notice in 6 months; 85% in 9 months; 90% in 12 months.			X
	5	60% of applications appearing at public hearings 9 months; 90% in 12 months.			X
	6	80% of applications not appearing at public hearings in 9 months; 90% in 12 months.			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Processing Broadcasting Applications	1	60% of share transfers applications dealt with administratively in 2 months; 80% in 3 months.			X	TB
	2	75% of other types of applications dealt with administratively in 2 months; 85% in 3 months.			X	TB
	3	60% of share transfers applications dealt with administratively in 6 months; 80% in 9 months.			X	TB
	4	60% of other types of applications dealt with by public notice in 6 months; 85% in 9 months; 90% in 12 months.			X	TB
	5	60% of applications appearing at public hearings 9 months; 90% in 12 months.			X	TB
	6	80% of applications not appearing at public hearings in 9 months; 90% in 12 months.			X	TB

The CRTC is "currently examining how it will implement the SII in its key service delivery to companies and the general public." (Report on Plans and Priorities, pg. 21)

Citizenship and Immigration Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Not specified	1	80% of student applications will be processed within 4 weeks.			X
	2	Routine family class applications by spouses will be processed within 6 months.			X
	3	Approval in principle for applications for landing in Canada sent to Vegreville will be given within 90 days.			X
	4	Granting of landing through Vegreville will be given within 12 to 18 months			X
	5	Visitor extensions will be processed within 25 days.			X
	6	Citizenship applications will be processed within 8 to 12 months.			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Not specified	1	80% of student applications will be processed within 4 weeks.			X	TB
	2	Routine family class applications by spouses will be processed within 6 months.			X	TB
	3	Approval in principle for applications for landing in Canada sent to Vegreville will be given within 90 days.			X	TB
	4	Granting of landing through Vegreville will be given within 12 to 18 months			X	TB
	5	Visitor extensions will be processed within 25 days.			X	TB
	6	Citizenship applications will be processed within 8 to 12 months.			X	TB

"The main emphasis in 2001-02 will be to develop and implement departmental frameworks and tools pertaining to service standards, quality assurance and client satisfaction measurement." (2001-2002 CIC RPP, pg.14)

Fisheries and Oceans

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Departmental	1	DFO responds to requests for review of project proposals or activities; issue authorizations or provide advice; and/or completes EAs within 30 working days.		X	X	X	X
Fisheries Management	2	After receipt of application form and fee, commercial licences will be issued within 20 working days (allow additional time during peak seasons). An explanation will be provided for any delays.	X	X	X	X	X
	3	In the Aboriginal food, social and ceremonial fisheries, communal licences will be issued prior to the start of the regular season for certain fisheries.	X	X	X	X	X
	4	Responding to requests for review and referrals: notify of results within 30 days in 75 percent of cases for which adequate project and fish habitat information accompany the request or referral	X	X	X	X	X
	5	Notify of potential need for Fisheries Act authorization that could trigger an EA within 30 days in 75 percent of cases.	X	X	X	X	X
	6	Hours of operation and alternative service will be clearly posted in every office.	X	X	X	X	X
	7	Services will be provided in a manner consistent with the Official Languages Act. Your language of choice will be respected to the extent possible.		X
	8	Barring crisis, appointments will be honoured. If you arrive without an appointment, we will address your concerns, arrange an appropriate referral, or respond as quickly as possible.	X
Habitat Management	9	EA information will be forwarded to CEAA on a monthly basis for input into FEIA.	X	X	X	X	X
	10	Requests for EA records will be provided in 10 working days, for 60% of requests and 15 working days for 80% of requests.	X	X	X	X	X
	11	Information requested on habitat restoration and improvement will be provided in 15 working days in 80% of cases.	X	X	X	X	X
	12	Priority is given to investigations and assistance related to environmental emergencies.	X	X	X	X	X
	13	Inquiries to the Minister will be provided within 20 working days.	X	X	X	X	X
	14	Routine telephone calls will be dealt with on the first call; voice-mail in 2 working days; complex issues within 5 working days.		X
	15	Correspondence will be replied to within 15 days; some exceptions will apply.			X
	16	All written requests will be addressed within 5 working days.			X
Marine Environmental Data Service	17	An updated database of all Tides and Water Levels data measured by CHS will be maintained.			X	X	X
	18	MEDS will maintain an updated database of all physical & chemical oceanographic profile data measured by DFO.			X	X	X
	19	MEDS will maintain an up-to-date archive of all surface gravity wave data measured by DFO Wave Climate Study.			X	X	X
	20	MEDS will maintain an up-to-date archive of offshore oil & gas environmental data submitted to the National Energy Board.			X	X	X
	21	MEDS will maintain an updated database for the world's oceans of all real-time Bathy, Tesac, and Drifter data flowing daily on the GTS.			X	X	X
	22	MEDS will provide inventory information about oceanographic data in Canada free of charge.			X	X	X
	23	MEDS will maintain on a monthly basis an up-to-date inventory of the data holdings and make this inventory available to its clients via Internet.				X
	24	On request, MEDS will mail to its clients inventory information of the data holdings within 10 working days of receipt of the request 90% of the time.			X	X	X
	25	MEDS will provide oceanographic data to the user in one of the MEDS standard format.			X	X	X
	26	On request, MEDS will send to its clients custom data and custom data products within a mutually agreed upon schedule.			X	X	X
	27	On request, MEDS will send to its clients standard data and standard data products within ten working days of receipt of the request 90% of the time.			X	X	X
	28	MEDS will maintain a regular mailing list for distribution of periodical data and data products listings and publications.			X	X	X
	29	Data and data products transmission may vary and include surface mail, fax, and electronic transmission through Internet link.		X	X	X	X
	30	MEDS, upon request, will acquire and archive ad-hoc data sets in danger of being lost.			X	X	X
	31	If MEDS does not have oceanographic data requested by a user, MEDS will request these on their behalf and provide a copy as soon as it becomes available.			X	X	X
	32	MEDS will be a referral service for data not in its data banks when the requested data sets reside in one of DFO regions.			X	X	X
	33	Acquisition, processing, electronic product dissemination for GEOSAT, Topex/Poseidon copied on exabyte tape and distributed within 1 month.			X	X	X
	34	Distribution of real-time digital product from RADARSAT on the Ocean Feature Workstation made available within 4 hours after reception.			X	X	X
	35	ERS-1 & ERS-2 low bit rate data products provided by ESA and distributed by MEDS on exabyte tape within 1 month of receipt.			X	X	X
Icebreaking (Canadian Coast Guard)	36	CCG Ice Operations Centres are in operation during the ice seasons for 24 hours a day		X
	37	During the ice season, CCG icebreakers will be maintained in a state of readiness so they may respond to a service request within 1 hour.		X
	38	During winter (mid-Nov to end of May), icebreaking services are provided on the Labrador Coast, East Coast, Gulf of St. Lawrence, the St. Lawrence and Saguenay Rivers and in the Great Lakes.		X
	39	During the summer months, from about July to November, icebreakers are deployed to the Canadian Arctic.		X
	40	Under average ice conditions, a CCG icebreaker will be on scene to provide icebreaking services in: Canadian Arctic, 10hrs; East Coast of NF, 8hrs; Gulf of St. Lawrence, 12hrs; St. Lawrence and Saguenay Rivers, 5hrs; Great Lakes, 8hrs; Fishing Harbour Breakouts, 24hrs.		X
Aids to Navigation (Canadian Coast Guard)	41	The position accuracy of the DGPS service will be 10 metres (95 percent of the time) or better, in all specified coverage areas for suitable user equipment. For the remaining 5 percent of the time, the DGPS service may provide a positioning accuracy outside the 10 metre limit.			X	X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Departmental	1	DFO responds to requests for review of project proposals or activities; issue authorizations or provide advice; and/or completes EAs within 30 working days.			X	TB
Fisheries Management	2	After receipt of application form and fee, commercial licences will be issued within 20 working days (allow additional time during peak seasons). An explanation will be provided for any delays.			X	TB
	3	In the Aboriginal food, social and ceremonial fisheries, communal licences will be issued prior to the start of the regular season for certain fisheries.			X	TF
	4	Responding to requests for review and referrals: notify of results within 30 days in 75 percent of cases for which adequate project and fish habitat information accompany the request or referral			X	TB
	5	Notify of potential need for Fisheries Act authorization that could trigger an EA within 30 days in 75 percent of cases.			X	TB
	6	Hours of operation and alternative service will be clearly posted in every office.			X	TF
	7	Services will be provided in a manner consistent with the Official Languages Act. Your language of choice will be respected to the extent possible.			X	OL
	8	Barring crisis, appointments will be honoured. If you arrive without an appointment, we will address your concerns, arrange an appropriate referral, or respond as quickly as possible.			X	TF
Habitat Management	9	EA information will be forwarded to CEAA on a monthly basis for input into FEIA.			X	TF
	10	Requests for EA records will be provided in 10 working days, for 60% of requests and 15 working days for 80% of requests.			X	TB
	11	Information requested on habitat restoration and improvement will be provided in 15 working days in 80% of cases.			X	TB
	12	Priority is given to investigations and assistance related to environmental emergencies.			X	TF
	13	Inquiries to the Minister will be provided within 20 working days.			X	TB
	14	Routine telephone calls will be dealt with on the first call; voice-mail in 2 working days; complex issues within 5 working days.			X	TF/TB
	15	Correspondence will be replied to within 15 days; some exceptions will apply.			X	TB
	16	All written requests will be addressed within 5 working days.			X	TB
Marine Environmental Data Service	17	An updated database of all Tides and Water Levels data measured by CHS will be maintained.			X	TF
	18	MEDS will maintain an updated database of all physical & chemical oceanographic profile data measured by DFO.			X	TF
	19	MEDS will maintain an up-to-date archive of all surface gravity wave data measured by DFO Wave Climate Study.			X	TF
	20	MEDS will maintain an up-to-date archive of offshore oil & gas environmental data submitted to the National Energy Board.			X	TF
	21	MEDS will maintain an updated database for the world's oceans of all real-time Bathy, Tesac, and Drifter data flowing daily on the GTS.			X	TF
	22	MEDS will provide inventory information about oceanographic data in Canada free of charge.			X	TF
	23	MEDS will maintain on a monthly basis an up-to-date inventory of the data holdings and make this inventory available to its clients via Internet.			X	TF
	24	On request, MEDS will mail to its clients inventory information of the data holdings within 10 working days of receipt of the request 90% of the time.			X	TB
	25	MEDS will provide oceanographic data to the user in one of the MEDS standard format.			X	TF
	26	On request, MEDS will send to its clients custom data and custom data products within a mutually agreed upon schedule.			X	TB
	27	On request, MEDS will send to its clients standard data and standard data products within ten working days of receipt of the request 90% of the time.			X	TB
	28	MEDS will maintain a regular mailing list for distribution of periodical data and data products listings and publications.			X	TF
	29	Data and data products transmission may vary and include surface mail, fax, and electronic transmission through Internet link.			X	TF
	30	MEDS, upon request, will acquire and archive ad-hoc data sets in danger of being lost.			X	TF
	31	If MEDS does not have oceanographic data requested by a user, MEDS will request these on their behalf and provide a copy as soon as it becomes available.			X	TF/TB
	32	MEDS will be a referral service for data not in its data banks when the requested data sets reside in one of DFO regions.			X	TF
	33	Acquisition, processing, electronic product dissemination for GEOSAT, Topex/Poseidon copied on exabyte tape and distributed within 1 month.			X	TB
	34	Distribution of real-time digital product from RADARSAT on the Ocean Feature Workstation made available within 4 hours after reception.			X	TB
	35	ERS-1 & ERS-2 low bit rate data products provided by ESA and distributed by MEDS on exabyte tape within 1 month of receipt.			X	TB
Icebreaking (Canadian Coast Guard)	36	CCG Ice Operations Centres are in operation during the ice seasons for 24 hours a day			X	TF
	37	During the ice season, CCG icebreakers will be maintained in a state of readiness so they may respond to a service request within 1 hour.			X	TF/TB
	38	During winter (mid-Nov to end of May), icebreaking services are provided on the Labrador Coast, East Coast, Gulf of St. Lawrence, the St. Lawrence and Saguenay Rivers and in the Great Lakes.			X
	39	During the summer months, from about July to November, icebreakers are deployed to the Canadian Arctic.			X	TF
	40	Under average ice conditions, a CCG icebreaker will be on scene to provide icebreaking services in: Canadian Arctic, 10hrs; East Coast of NF, 8hrs; Gulf of St. Lawrence, 12hrs; St. Lawrence and Saguenay Rivers, 5hrs; Great Lakes, 8hrs; Fishing Harbour Breakouts, 24hrs.			X	TB
Aids to Navigation (Canadian Coast Guard)	41	The position accuracy of the DGPS service will be 10 metres (95 percent of the time) or better, in all specified coverage areas for suitable user equipment. For the remaining 5 percent of the time, the DGPS service may provide a positioning accuracy outside the 10 metre limit.			X	TF

In its 1999-2000 DPR, DFO stated "....senior management has encouraged all business and service lines to develop key service standards that emphasize a commitment to providing quality services to their clients. Consequently, service standards have been or are in the process of being developed and monitored." (pg. 61)

Department of Foreign Affairs and International Trade

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Visitor Visa and Immigration Services	1	Applicants who submit all required documents and processing fees with the application form will be sent an acknowledgement of receipt letter within 1 month.			X
	2	Applicants receive responses to inquiries outside of the processing standards indicated above within 60 days from the receipt of the inquiry.			X
	3	Visitor Visas: same day service provided if application is submitted in person and presents no complexity.			X
	4	Students: will receive preliminary decision and interview if required within 2 days; visa/authorization will be issued within 4-6 weeks.			X
	5	Workers: will receive preliminary decision and interview if required within 2 days; visa/authorization will be issued within 6 weeks.			X
	6	Returning residents: will receive preliminary decision within 5 days.			X
Visitor Visa and Immigration Services (Family Class)	7	Within 2 months of receiving your properly completed application, we will make a decision and send you a letter to advise you of the decision.			X
	8	If an interview is necessary, the letter we send will provide an interview date at this office within the following 1- 2 months.			X
	9	If there are no complications and if you have responded promptly to any request we have made for further documentation or information, we should within 2-4 months be able to finalize your case and issue the visa(s).			X
Visitor Visa and Immigration Services (Independent and Business Class)	10	Within 4 months of the date we receive your properly completed application, we will make one of four decisions, and notify you accordingly.			X
	11	If an interview is required, we will send you a letter notifying you of the time and date of your interview at this office, about 2-3 months prior to the interview appointment.			X
	12	If you request a postponement of your first scheduled interview, we will within 270 days of that first scheduled date send you a letter to advise you of the date and time of your second appointment.			X
	13	If you choose to take the IELTS test, we will, within 8 months of receipt of your results, review your results in association with your immigration application.			X
	14	If there are no complications and if you have responded promptly to any request we have made for further documentation or information, we should within 4 months be able to finalize your case and issue the visa(s).			X
Trade Commissioner Service - International Business Development	15	We will contact you within five working days of receiving your inquiry	X	X	X		X
	16	We treat all requests confidentially	X	X	X		X
	17	All of our trade offices abroad provide the core services	X	X	X		X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Visitor Visa and Immigration Services	1	Applicants who submit all required documents and processing fees with the application form will be sent an acknowledgement of receipt letter within 1 month.			X	TB
	2	Applicants receive responses to inquiries outside of the processing standards indicated above within 60 days from the receipt of the inquiry.			X	TB
	3	Visitor Visas: same day service provided if application is submitted in person and presents no complexity.			X	TB
	4	Students: will receive preliminary decision and interview if required within 2 days; visa/authorization will be issued within 4-6 weeks.			X	TB
	5	Workers: will receive preliminary decision and interview if required within 2 days; visa/authorization will be issued within 6 weeks.			X	TB
	6	Returning residents: will receive preliminary decision within 5 days.			X	TB
Visitor Visa and Immigration Services (Family Class)	7	Within 2 months of receiving your properly completed application, we will make a decision and send you a letter to advise you of the decision.			X	TB
	8	If an interview is necessary, the letter we send will provide an interview date at this office within the following 1- 2 months.			X	TF/TB
	9	If there are no complications and if you have responded promptly to any request we have made for further documentation or information, we should within 2-4 months be able to finalize your case and issue the visa(s).			X	TB
Visitor Visa and Immigration Services (Independent and Business Class)	10	Within 4 months of the date we receive your properly completed application, we will make one of four decisions, and notify you accordingly.			X	TB
	11	If an interview is required, we will send you a letter notifying you of the time and date of your interview at this office, about 2-3 months prior to the interview appointment.			X	TF/TB
	12	If you request a postponement of your first scheduled interview, we will within 270 days of that first scheduled date send you a letter to advise you of the date and time of your second appointment.			X	TB
	13	If you choose to take the IELTS test, we will, within 8 months of receipt of your results, review your results in association with your immigration application.			X	TB
	14	If there are no complications and if you have responded promptly to any request we have made for further documentation or information, we should within 4 months be able to finalize your case and issue the visa(s).			X	TB
Trade Commissioner Service - International Business Development	15	We will contact you within five working days of receiving your inquiry			X	TB
	16	We treat all requests confidentially			X	SC
	17	All of our trade offices abroad provide the core services			X	TF

In its 2001-2002 RPP, DFAIT committed to improving client services: "the Department is focusing on improving the delivery of corporate services. Service standards will be set, best practices will be monitored, and staff will be trained in modern client service techniques." (pg. 37)

Health Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Environmental Health Directorate - Environmental Radiation Hazards Division - National Calibration Reference Centre	1	Thyroid phantoms that can be used to measure bias and precision of a counting system.
	2	Radioactivity levels of the thyroid phantoms guaranteed to an accuracy of +/- 5 %.
	3	Shipment of the phantom at a time convenient to the participant (contingent on the number of available phantoms)			X
	4	Access to qualified staff via a telephone "hotline" or E-mail or WebSite to assist in the test process.		X		X	X
	5	Response to clients' enquiries within two working days.		X	X	X	X
	6	A written report evaluating participant results sent within five working days of receiving the intercomparison data from the client facility.			X		X
	7	A calibration phantom is provided once at no additional charge to facilities that do not meet the (regulator's) performance requirements during a test.
	8	An annual aggregate report not identifying participants sent as part of the introductory text for the next intercomparison.			X
	9	A quality assurance program to confirm the reliability and accuracy of the intercomparison samples which includes purchase of radionuclide standards from either the National Institute of Standards and Technology (NIST) or a laboratory traceable to NIST.
	10	Documented procedures available for review.			X
	11	Phantoms that can be used to measure the bias and precision of a counting system.
	12	Radioactivity levels in both the Whole body and lung BOMAB phantoms guaranteed to an accuracy of � 5 %.
	13	Professional staff to assist in the test process.
	14	Site visits scheduled at the convenience of clients.	X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website
Environmental Health Directorate- Environmental Radiation Hazards Division - National Calibration Reference Centre	1	Thyroid phantoms that can be used to measure bias and precision of a counting system.			X	OC
	2	Radioactivity levels of the thyroid phantoms guaranteed to an accuracy of +/- 5 %.			X	OC
	3	Shipment of the phantom at a time convenient to the participant (contingent on the number of available phantoms)			X	TF/TB
	4	Access to qualified staff via a telephone "hotline" or E-mail or WebSite to assist in the test process.			X	TF
	5	Response to clients' enquiries within two working days.			X	TB
	6	A written report evaluating participant results sent within five working days of receiving the intercomparison data from the client facility.			X	OC/TB
	7	A calibration phantom is provided once at no additional charge to facilities that do not meet the (regulator's) performance requirements during a test.			X	TB
	8	An annual aggregate report not identifying participants sent as part of the introductory text for the next intercomparison.			X	OC/FT
	9	A quality assurance program to confirm the reliability and accuracy of the intercomparison samples which includes purchase of radionuclide standards from either the National Institute of Standards and Technology (NIST) or a laboratory traceable to NIST.			X	OC
	10	Documented procedures available for review.			X	OC
	11	Phantoms that can be used to measure the bias and precision of a counting system.			X	OC
	12	Radioactivity levels in both the Whole body and lung BOMAB phantoms guaranteed to an accuracy of � 5 %.			X	OC
	13	Professional staff to assist in the test process.			X	TF
	14	Site visits scheduled at the convenience of clients.			X	TF

Health Canada's government on-line service "will include service standards in such areas as response times. Information and services provided on-line will be consistent with those provided through other service delivery channels." (2001-2001 Report on Plans and Priorities, pg. 92). A sub-key commitment included in the 2001-2002 RPP is "enhance and strengthen a client services philosophy and approach to improve internal and external client services. (pg. 84)

Human Resources Development Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
All Core Service Lines	1	Claimant is entitled to courteous and considerate treatment and complete and accurate information about entitlements and obligation	X	X	X
All Core Service Lines	2	We aim to keep the waiting time to meet a client service officer to a minimum. Waiting times will be posted in our offices.	X
Human Resource Investment	3	If eligible, claimant is entitled to receive first payment within 28 days for employment benefits and support measures.			X
Employment Insurance Income Benefits	4	If eligible, claimant is entitled to receive first payment within 28 days for employment insurance benefits.	X		X
Income Security	5	If eligible, claimant is entitled to receive first payment within 35 days for Old Age Security and Pension Plan.	X		X
Labour	6	We will provide 24-hour emergency response service for fatal accidents and refusals to work in the federal jurisdiction.			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
All Core Service Lines	1	Claimant is entitled to courteous and considerate treatment and complete and accurate information about entitlements and obligation	X			CP/OC
All Core Service Lines	2	We aim to keep the waiting time to meet a client service officer to a minimum. Waiting times will be posted in our offices.	X			TF
Human Resource Investment	3	If eligible, claimant is entitled to receive first payment within 28 days for employment benefits and support measures.	X			TB
Employment Insurance Income Benefits	4	If eligible, claimant is entitled to receive first payment within 28 days for employment insurance benefits.	X			TB
Income Security	5	If eligible, claimant is entitled to receive first payment within 35 days for Old Age Security and Pension Plan.	X			TB
Labour	6	We will provide 24-hour emergency response service for fatal accidents and refusals to work in the federal jurisdiction.	X			TB

In its 2001-2002 RPP, HRDC commits to introducing "a Client Service Charter and Service Standards for our Income Security Program activities." HRDC also commits to using the findings from client surveys to "identify client expectations and priorities, develop improvement plans, set annual client satisfaction targets and modify our service standards." (pg. 49). HRDC also operates a number of telecentres which have specific service standards; however, they do not appear in the RPP or DPR or on the website. In addition, Employment Insurance Income Benefits has a timeliness service standard for Appeals, but it does not appear in the RPP or DPR or on the website.

Industry Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Measurement Canada	1	A certificate of calibration will be issued within 60 calendar days of receipt of the standard.		X	X		X
	2	A Notice of Approval will be issued within 90 calendar days of receipt of the instrument and all appropriate documentation.		X	X		X
	3	Inspections will be scheduled at an agreed upon time within 5 calendar days of your contacting the district office. We will strive to perform inspections within 10 calendar days of receipt of your request.		X	X		X
	4	You will be advised of the results of our investigation within 15 calendar days.		X	X		X
	5	We will acknowledge your request for an investigation into the accuracy of your electricity or natural gas meter within 5 calendar days. Findings will be provided to all parties within 5 calendar days of the conclusion of the investigation.		X	X		X
	6	Accreditation: we will evaluate documented procedures and principles within 2 months; conduct an on-site audit within 2 months of approving the documentation; and grant accreditation within 1 month of an audit that demonstrates all requirements have been met.		X	X		X
Competition Bureau	7	Service or regulatory process for non-complex mergers: 14 days.	X	X	X	X	X
	8	Service or regulatory process for complex mergers: 10 weeks.	X	X	X	X	X
	9	Service or regulatory process for very complex mergers: 5 months.	X	X	X	X	X
	10	Service or regulatory process for non-complex misleading advertising and deceptive marketing practices: 8 days.	X	X	X	X	X
	11	Service or regulatory process for complex misleading advertising and deceptive marketing practices: 30 days.	X	X	X	X	X
	12	Other non-complex provisions: 4 weeks.	X	X	X	X	X
	13	Other complex provisions: 8 weeks.	X	X	X	X	X
Canadian Intellectual Property Office (Patents)	14	Acknowledge patent applications that include self-addressed return card within 1 working day from the date of receipt of the application.			X
	15	Issue filing certificate for patent within 4 weeks from date of receipt.
	16	Issue ownership registration certificate for patent within 4 weeks from the date of receipt.
	17	Provide substantive examination of patent on receipt of an examination request within 23 months.
	18	State all known objections to patentability in the first examiner's report at the time of examination.			X
	19	Issue a patent within 12 weeks after receipt of final fees.			X
Canadian Intellectual Property Office (Patent Appeal Board)	20	Contact applicant to arrange patent appeal hearing date within 24 months.			X
	21	Contact applicant to arrange industrial design appeal hearing date within 2 months.			X
Canadian Intellectual Property Office (Trademarks)	22	Acknowledge correctly filed new applications within 7 working days.			X
	23	Acknowledge e-commerce applications within 1 working day.					X
	24	Approve acceptable applications within 5 months of filing date.
	25	Issue first examination reports for unacceptable application within 5 months of filing date.			X
	26	Advertise marks in the Trade-marks Journal within 6 weeks of approval.			X
	27	Allow unopposed marks where no examination report was needed within 9 months of filing date.			X
	28	Allow unopposed marks where one or more examination report were needed within 17 months.			X
	29	Issue registration certificates within 10 working days.			X
	30	issue assignment records for correctly filed assignment requests within 6 weeks of departmental receipts			X
	31	Issue renewal certificates within 15 working days of departmental receipt of fees.			X
Canadian Intellectual Property Office (Trade-marks Opposition Board)	32	Respond to correspondence within 1 month.		X	X	X	X
	33	Conduct oral hearing within 1 month.	X
	34	Render decisions for oral hearing opposition within 2 months			X
	35	Render decisions for non-oral hearing opposition within 4 months.			X
Canadian Intellectual Property Office (Copyrights)	36	Forward to reviewer for examination 2 weeks from receipt of application.			X
	37	Check application for accuracy within 1 week.			X
	38	Assign copyright number; print registration certificate; carry out quality control check within 1 week.			X
	39	Mail registration certificate to applicant within 4 weeks.			X
	40	Undertake process upon receipt of request; inform applicant by telephone within 3 working days from receipt of request.		X
	41	Assignments and licensing: verify authenticity of documents and issue file number; mail registration and assignment document to applicant within 4 weeks.			X
	42	Copies or register extracts within 2 working days.			X
	43	Certified copies within 3 working days.			X
Canadian Intellectual Property Office (Industrial Designs)	44	Review applications within 4 weeks of receipt of application.			X
	45	Classify applications in accordance with Canadian Industrial Design classification system within 2 weeks of preliminary classification.
	46	Search registered and prior art and examine applications to determine originality of designs within 9 months of receipt of application.
	47	Assign registration numbers within 2 weeks of allowance.
	48	Abandonment and reinstatement within 2 weeks of files identified.
	49	Prepare and mail transaction certificate within 1 week of receipt of assignment.			X
	50	Prepare and mail maintenance certificate within 1 week.			X
Canadian Intellectual Property Office (Patent Search Room)	51	Public access to patent reference documents stored in Patent Search Room within 15 minutes.	X
	52	Public access to patent reference documents stored in Canadian search files area within 15 minutes.	X
	53	Public access to patent reference documents stored in archives and off-site within 2 days.	X
	54	Access to Search Information Officer within 5 minutes.	X
	55	Access to automated search tools subject to workstation availability.	X
	56	Section 11 search within 5 working days.			X
	57	Request of archived patent documents within 2 working days.			X
	58	Written enquiries reply within 5 working days.			X
Canadian Intellectual Property Office (Enquiries Service)	59	Respond to calls immediately.		X
	60	Access to on-site Information Officer within 10 minutes.	X
	61	Acknowledgement of voice-mail requests, e-mail, Internet, fax within 2 working days.		X	X	X	X
	62	General correspondence requests within 5 working days.			X
	63	Kit mail-out within 2 working days.			X
Canadian Intellectual Property Office (Reproduction and Sale)	64	Over-the-counter copies (small order) within 30 minutes.	X
	65	Over-the-counter copies (large order) within 1 day.	X
	66	Certified copies within 3 working days.			X
	67	Regular mail within 5 working days.			X
	68	Photocopies (< than 500 pp) within 2 working days.	X
	69	Photocopies (> than 500 pp) within 5 working days.	X
	70	Certified copies (files in the office) within 2 working days.			X
	71	Certified copies (files in public archives) within 5 working days.			X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
Measurement Canada	1	A certificate of calibration will be issued within 60 calendar days of receipt of the standard.			X	TB
	2	A Notice of Approval will be issued within 90 calendar days of receipt of the instrument and all appropriate documentation.			X	TB
	3	Inspections will be scheduled at an agreed upon time within 5 calendar days of your contacting the district office. We will strive to perform inspections within 10 calendar days of receipt of your request.			X	TB
	4	You will be advised of the results of our investigation within 15 calendar days.			X	TB
	5	We will acknowledge your request for an investigation into the accuracy of your electricity or natural gas meter within 5 calendar days. Findings will be provided to all parties within 5 calendar days of the conclusion of the investigation.			X	TB
	6	Accreditation: we will evaluate documented procedures and principles within 2 months; conduct an on-site audit within 2 months of approving the documentation; and grant accreditation within 1 month of an audit that demonstrates all requirements have been met.			X	TB
Competition Bureau	7	Service or regulatory process for non-complex mergers: 14 days.			X	TB
	8	Service or regulatory process for complex mergers: 10 weeks.			X	TB
	9	Service or regulatory process for very complex mergers: 5 months.			X	TB
	10	Service or regulatory process for non-complex misleading advertising and deceptive marketing practices: 8 days.			X	TB
	11	Service or regulatory process for complex misleading advertising and deceptive marketing practices: 30 days.			X	TB
	12	Other non-complex provisions: 4 weeks.			X	TB
	13	Other complex provisions: 8 weeks.			X	TB
Canadian Intellectual Property Office (Patents)	14	Acknowledge patent applications that include self-addressed return card within 1 working day from the date of receipt of the application.			X*	TB
	15	Issue filing certificate for patent within 4 weeks from date of receipt.			X	TB
	16	Issue ownership registration certificate for patent within 4 weeks from the date of receipt.			X	TB
	17	Provide substantive examination of patent on receipt of an examination request within 23 months.			X	TB
	18	State all known objections to patentability in the first examiner's report at the time of examination.			X	TB
	19	Issue a patent within 12 weeks after receipt of final fees.			X	TB
Canadian Intellectual Property Office (Patent Appeal Board)	20	Contact applicant to arrange patent appeal hearing date within 24 months.			X	TB
	21	Contact applicant to arrange industrial design appeal hearing date within 2 months.			X	TB
Canadian Intellectual Property Office (Trademarks)	22	Acknowledge correctly filed new applications within 7 working days.			X	TB
	23	Acknowledge e-commerce applications within 1 working day.			X	TB
	24	Approve acceptable applications within 5 months of filing date.			X	TB
	25	Issue first examination reports for unacceptable application within 5 months of filing date.			X	TB
	26	Advertise marks in the Trade-marks Journal within 6 weeks of approval.			X	TB
	27	Allow unopposed marks where no examination report was needed within 9 months of filing date.			X	TB
	28	Allow unopposed marks where one or more examination report were needed within 17 months.			X	TB
	29	Issue registration certificates within 10 working days.			X	TB
	30	issue assignment records for correctly filed assignment requests within 6 weeks of departmental receipts			X	TB
	31	Issue renewal certificates within 15 working days of departmental receipt of fees.			X	TB
Canadian Intellectual Property Office (Trade-marks Opposition Board)	32	Respond to correspondence within 1 month.			X	TB
	33	Conduct oral hearing within 1 month.			X	TB
	34	Render decisions for oral hearing opposition within 2 months			X	TB
	35	Render decisions for non-oral hearing opposition within 4 months.			X	TB
Canadian Intellectual Property Office (Copyrights)	36	Forward to reviewer for examination 2 weeks from receipt of application.			X	TB
	37	Check application for accuracy within 1 week.			X	TB
	38	Assign copyright number; print registration certificate; carry out quality control check within 1 week.			X	TB
	39	Mail registration certificate to applicant within 4 weeks.			X	TB
	40	Undertake process upon receipt of request; inform applicant by telephone within 3 working days from receipt of request.			X	TB
	41	Assignments and licensing: verify authenticity of documents and issue file number; mail registration and assignment document to applicant within 4 weeks.			X	TB
	42	Copies or register extracts within 2 working days.			X	TB
	43	Certified copies within 3 working days.			X	TB
Canadian Intellectual Property Office (Industrial Designs)	44	Review applications within 4 weeks of receipt of application.			X	TB
	45	Classify applications in accordance with Canadian Industrial Design classification system within 2 weeks of preliminary classification.			X	TB
	46	Search registered and prior art and examine applications to determine originality of designs within 9 months of receipt of application.			X	TB
	47	Assign registration numbers within 2 weeks of allowance.			X	TB
	48	Abandonment and reinstatement within 2 weeks of files identified.			X	TB
	49	Prepare and mail transaction certificate within 1 week of receipt of assignment.			X	TB
	50	Prepare and mail maintenance certificate within 1 week.			X	TB
Canadian Intellectual Property Office (Patent Search Room)	51	Public access to patent reference documents stored in Patent Search Room within 15 minutes.			X	TF
	52	Public access to patent reference documents stored in Canadian search files area within 15 minutes.			X	TF
	53	Public access to patent reference documents stored in archives and off-site within 2 days.			X	TF
	54	Access to Search Information Officer within 5 minutes.			X	TF
	55	Access to automated search tools subject to workstation availability.			X	TF
	56	Section 11 search within 5 working days.			X	TF
	57	Request of archived patent documents within 2 working days.			X	TF
	58	Written enquiries reply within 5 working days.			X	TF
Canadian Intellectual Property Office (Enquiries Service)	59	Respond to calls immediately.			X	TB
	60	Access to on-site Information Officer within 10 minutes.			X	TF
	61	Acknowledgement of voice-mail requests, e-mail, Internet, fax within 2 working days.			X	TB
	62	General correspondence requests within 5 working days.			X	TB
	63	Kit mail-out within 2 working days.			X	TB
Canadian Intellectual Property Office (Reproduction and Sale)	64	Over-the-counter copies (small order) within 30 minutes.			X	TB
	65	Over-the-counter copies (large order) within 1 day.			X	TB
	66	Certified copies within 3 working days.			X	TB
	67	Regular mail within 5 working days.			X	TB
	68	Photocopies (< than 500 pp) within 2 working days.			X	TB
	69	Photocopies (> than 500 pp) within 5 working days.			X	TB
	70	Certified copies (files in the office) within 2 working days.			X	TB
	71	Certified copies (files in public archives) within 5 working days.			X	TB

"Service standards that have been set over the past few years will be revisited and will continue to be tracked on a regular basis. Following a series of independent assessments against national quality award criteria, service improvement plans will be finalized and implementation will continue over the next three years. Finally, client satisfaction baseline data will be set and tracked [for a number of] key services. Annual targets will be established for each of these services, and client satisfaction levels will be tracked against these targets on an annual basis." (2001-2002 report on Plans and Priorities, pg. 48)

* All service standards for CIPO were found in CIPO's 1999-2000 business plan, pg 46-49, available on its website.

National Library of Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
National Library's Online Database Service (AMICUS)	1	*AMICUS* will be available at least 98 percent of the time during scheduled business hours (Mon-Fri: 5am-9pm, Sat from 5am through Sun).				X
	2	Downtime over a one-year period will not exceed 60 hours.				X	X
	3	There will be no period of continuous downtime lasting longer than 24 hours.				X	X
National Bibliography (Canadiana)	4	Records for publications covered by the *Canadian Cataloguing in Publication (CIP)* program, and for federal government publications available to libraries participating in the federal government's *Depository Service Program (DSP)*, will be added to the database within 10 days of receipt by the National Library.				X
National Bibliography (Canadiana)	5	Records for at least half of all other current publications listed in *Canadiana* will be added to the database within 3 months of receipt of the publications.				X
Reference and Information Services	6	Information on how to use the services and collections of the Library will be provided immediately on request.	X	X	X		X
	7	Requests for simple, factual information will be answered within two business days.		X	X		X
	8	Information requests requiring extended analysis and research will be answered within 5 to 10 business days.		X	X		X
Onsite Consultation of Collections	9	Materials stored in the Library's main building will be delivered to the user within one hour of user's request.	X	X			X
	10	Materials stored in other buildings will be delivered to the user with 24 hours of user's request.	X	X			X
	11	Onsite requests for photocopies of materials in the National Library collections will be handled on a first-come, first-served basis, and copies will normally be provided on the same day.	X
Interlibrary Loan and Location Services	12	Requests submitted for a Basic search will be responded to within 2 to 4 business days of receipt of the request.	X	X	X		X
Interlibrary Loan and Location Services	13	Requests submitted for an In-Depth search will be responded to within 10 business days of receipt of the request.	X	X	X		X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
National Library's Online Database Service (AMICUS)	1	*AMICUS* will be available at least 98 percent of the time during scheduled business hours (Mon-Fri: 5am-9pm, Sat from 5am through Sun).		X	X	TF
	2	Downtime over a one-year period will not exceed 60 hours.		X	X	TF
	3	There will be no period of continuous downtime lasting longer than 24 hours.		X	X	TF
National Bibliography (Canadiana)	4	Records for publications covered by the *Canadian Cataloguing in Publication (CIP)* program, and for federal government publications available to libraries participating in the federal government's *Depository Service Program (DSP)*, will be added to the database within 10 days of receipt by the National Library.		X	X	TB
National Bibliography (Canadiana)	5	Records for at least half of all other current publications listed in *Canadiana* will be added to the database within 3 months of receipt of the publications.		X	X	TB
Reference and Information Services	6	Information on how to use the services and collections of the Library will be provided immediately on request.		X	X	TF
	7	Requests for simple, factual information will be answered within two business days.		X	X	TB
	8	Information requests requiring extended analysis and research will be answered within 5 to 10 business days.		X	X	TB
Onsite Consultation of Collections	9	Materials stored in the Library's main building will be delivered to the user within one hour of user's request.		X	X	TB
	10	Materials stored in other buildings will be delivered to the user with 24 hours of user's request.		X	X	TB
	11	Onsite requests for photocopies of materials in the National Library collections will be handled on a first-come, first-served basis, and copies will normally be provided on the same day.		X	X	TB
Interlibrary Loan and Location Services	12	Requests submitted for a Basic search will be responded to within 2 to 4 business days of receipt of the request.		X	X	TB
Interlibrary Loan and Location Services	13	Requests submitted for an In-Depth search will be responded to within 10 business days of receipt of the request.		X	X	TB

Natural Resources Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail / Fax	Internet	Email	Kiosk
Earth Sciences Sector	1	Inquires will be answered promptly and accurately, regardless of delivery channel.		X	X	X	X
	2	For in-person visits during working hours, you will be assisted you within five minutes of your arrival.	X
	3	If we cannot handle your general telephone inquiry, you will be transferred to a person who can, or you will be contacted by an appropriate person within 1 working day.		X
	4	ESS will attempt to respond to your inquiry by telephone within two working days.		X
	5	When employees are away from their office for 2 working days or longer, their voice-mail greeting will contain information on their return as well as an alternative phone number to obtain information.		X
	6	For requests received electronic media, ESS will respond within 2 working days of receipt.		X		X	X
	7	For written correspondence, responses will normally be mailed to you within 5 working days.			X
	8	Should a reply to an inquiry take longer than 2 weeks, we will contact you to explain the reasons for the delay and inform you as to when to expect a response.	X	X	X	X	X
	9	We will identify ourselves in all correspondence - whether verbal, written, or electronic.	X	X	X	X
	10	We will serve you in a friendly, courteous and professional manner, in either official language.	X	X	X	X	X
	11	ESIC in-depth reference requests responded to within 3 working days or as negotiated; urgent requests within 2 working days.	X	X	X		X
	12	Regional libraries in-depth reference requests responded to within 1-2, weekly reports provided to client until completion of project.	X	X	X		X
	13	Document Delivery: ESIC available items within 3 working days; urgent requests will be faxed or ready for courier within 4 hours; regional libraries, within 1 working day unless in circulation, with recalls initiated on request.	X	X	X		X
	14	Regular orders will be processed in 3-5 working days; same day for urgent orders received before 2:00 p.m.EST; urgent orders received after 2:00 p.m. are shipped next day; counter sales-immediate delivery to client.			X		X
	15	Manuscripts are assessed for edit level required and turnaround time; Publishing: current research within 12 weeks of receipt (publish other corporate and scientific material within one year of receipt of original manuscript).	X		X		X
	16	Electrostatic plotting: established procedures and quality standards; all work submitted via network - directly by client or through publishing directory for completed and released on-demand maps; turnaround time: one to three hours or maximum next day;	X		X		X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
Earth Sciences Sector	1	Inquires will be answered promptly and accurately, regardless of delivery channel.			X	TF
	2	For in-person visits during working hours, you will be assisted you within five minutes of your arrival.			X	TF
	3	If we cannot handle your general telephone inquiry, you will be transferred to a person who can, or you will be contacted by an appropriate person within 1 working day.			X	TB
	4	ESS will attempt to respond to your inquiry by telephone within two working days.			X	TB
	5	When employees are away from their office for 2 working days or longer, their voice-mail greeting will contain information on their return as well as an alternative phone number to obtain information.			X	TF
	6	For requests received electronic media, ESS will respond within 2 working days of receipt.			X	TB
	7	For written correspondence, responses will normally be mailed to you within 5 working days.			X	TB
	8	Should a reply to an inquiry take longer than 2 weeks, we will contact you to explain the reasons for the delay and inform you as to when to expect a response.			X	TB
	9	We will identify ourselves in all correspondence - whether verbal, written, or electronic.			X	TF
	10	We will serve you in a friendly, courteous and professional manner, in either official language.			X	CP
	11	ESIC in-depth reference requests responded to within 3 working days or as negotiated; urgent requests within 2 working days.			X	TB
	12	Regional libraries in-depth reference requests responded to within 1-2, weekly reports provided to client until completion of project.			X	TB
	13	Document Delivery: ESIC available items within 3 working days; urgent requests will be faxed or ready for courier within 4 hours; regional libraries, within 1 working day unless in circulation, with recalls initiated on request.			X	TB
	14	Regular orders will be processed in 3-5 working days; same day for urgent orders received before 2:00 p.m.EST; urgent orders received after 2:00 p.m. are shipped next day; counter sales-immediate delivery to client.			X	TB
	15	Manuscripts are assessed for edit level required and turnaround time; Publishing: current research within 12 weeks of receipt (publish other corporate and scientific material within one year of receipt of original manuscript).			X	TB
	16	Electrostatic plotting: established procedures and quality standards; all work submitted via network - directly by client or through publishing directory for completed and released on-demand maps; turnaround time: one to three hours or maximum next day;			X	TB

NRCan has made a commitment to improving client satisfaction in its 2001-2002 RPP: "Consistent with the Treasury Board Service Improvement Initiative, NRCan has developed an action plan for addressing client service satisfaction measurement. The Department will continue to work closely with the Treasury Board Secretariat and other government departments to share lessons and implementation strategies. Work in this area will be aligned with NRCan On-Line (NOL), in terms of the identification of services, clients and service standards." (pg. 44)

Passport Office

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
The Passport Office is a Business Line within DFAIT	1	The passport fee recovers costs and all travel documents are produced with the highest regard for cost-effectiveness and security.
	2	The average waiting time for service is 20 minutes.	X
	3	Canadians applying for a passport in person generally make two trips to the Passport Office: one to submit an application and the other to pick up a passport	X
	4	The average time to examine an application is 5 minutes if all application requirements are met.	X
	5	There are 32 points of service, including 29 issuing offices, certificate of identity, official travel and mail-in services.	X		X
	6	All passport offices are located in areas where parking is available and in buildings that are accessible to persons with a disability.	X
	7	The minimum daily number of hours of service to the public is 7.5. Some issuing offices remain open to the public up to 9.5 hours. Automated telephone response provides answers to the most frequently asked questions 24 hours a day.	X	X
	8	Canadian passports are a preferred target for people who want to benefit from its privileges. The 5-year validity period coincides with the life of the technical design and allows us to incorporate new security technologies into our passports.
	9	All travel documents issued conform to, or exceed international specifications concerning the format, issuance and integrity of international travel documents.	X		X
	10	In Canada, emergency service is provided after office hours, on weekends and on holidays. When a passport is lost abroad, an emergency passport is issued.
	11	All personal information concerning applicants is protected.
	12	All travel documents issued by the Passport Office are internationally respected.
	13	Examiners are empowered to resolve complex issues at the time of examination.	X
	14	Examiners meet the professional and security requirements set by the Passport Office.
	15	Superior employee service is recognized and rewarded.
	16	Bilingual services and TTY services are provided. Applications are available in Braille and in a digitized format for persons with a visual impairment.	X	X	X	X	X
	17	A web site and toll-free information service is accessible 24 hours a day, seven days a week.		X		X
	18	Service representatives are available Mon-Fri during normal working hours in all time zones.	X	X	X	X	X
	19	The CEO responds to all written correspondence from the public within 30 working days.		X	X	X	X
	20	All employees of the Passport Office dealing with the public provide courteous, helpful, kind and empathetic service.	X	X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
The Passport Office is a Business Line within DFAIT	1	The passport fee recovers costs and all travel documents are produced with the highest regard for cost-effectiveness and security.			X	SC
	2	The average waiting time for service is 20 minutes.			X	TF
	3	Canadians applying for a passport in person generally make two trips to the Passport Office: one to submit an application and the other to pick up a passport			X	TF
	4	The average time to examine an application is 5 minutes if all application requirements are met.			X	TB
	5	There are 32 points of service, including 29 issuing offices, certificate of identity, official travel and mail-in services.			X	TF
	6	All passport offices are located in areas where parking is available and in buildings that are accessible to persons with a disability.			X	TF
	7	The minimum daily number of hours of service to the public is 7.5. Some issuing offices remain open to the public up to 9.5 hours. Automated telephone response provides answers to the most frequently asked questions 24 hours a day.			X	TF
	8	Canadian passports are a preferred target for people who want to benefit from its privileges. The 5-year validity period coincides with the life of the technical design and allows us to incorporate new security technologies into our passports.			X	TF
	9	All travel documents issued conform to, or exceed international specifications concerning the format, issuance and integrity of international travel documents.			X	OC
	10	In Canada, emergency service is provided after office hours, on weekends and on holidays. When a passport is lost abroad, an emergency passport is issued.			X	TF
	11	All personal information concerning applicants is protected.			X	SC
	12	All travel documents issued by the Passport Office are internationally respected.			X	OC
	13	Examiners are empowered to resolve complex issues at the time of examination.			X	TF
	14	Examiners meet the professional and security requirements set by the Passport Office.			X	SC
	15	Superior employee service is recognized and rewarded.			X	?
	16	Bilingual services and TTY services are provided. Applications are available in Braille and in a digitized format for persons with a visual impairment.			X	OL
	17	A web site and toll-free information service is accessible 24 hours a day, seven days a week.			X	TF
	18	Service representatives are available Mon-Fri during normal working hours in all time zones.			X	TF
	19	The CEO responds to all written correspondence from the public within 30 working days.			X	TB
	20	All employees of the Passport Office dealing with the public provide courteous, helpful, kind and empathetic service.			X	CP

In its 2001-2002 Report on Plans and Priorities, the Passport Office made a commitment to improve client service, including service access and convenience. Initiatives under this commitment will include: "optimize front-line service by reducing waiting times for in-person service in major population centres (waits of no more than 45 minutes for 95 percent of the year), and by developing and deploying a new traffic management approach" and "undertake the new Client Satisfaction Feedback Program, using the voice of clients to set service directions and better focus on clients' needs. The Program will measure the satisfaction level of users and establish a baseline for continuous improvement, in conformity with the Government Citizen-Centred Service Initiative." (pg. 41-42)

Statistics Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
Not Specified	1	Demonstrate openness, courtesy and equitable treatment at all times with its clients.	X	X	X
	2	Provide service in the official language of the client's choice.	X	X	X		X
	3	Provide service during the regular business hours between 8:30 and 16:30 hours.	X	X	X		X
	4	Ensure that contacts identified in The Daily, the Agency's official release vehicle, are available on the day of release of survey results.	X
	5	Ensure accessibility to its information service to the public residing in areas other than where Statistics Canada offices are located, through a 1-800 toll-free service.		X
	6	Proactively offer the coordination of the provision of services to a client if his/her needs require actions by other Agency divisions.	X	X
	7	Before work begins, advise the client of the time required to provide the service and, if necessary, obtain the client's agreement to the schedule.	X	X	X
	8	Advise the client, should the need arise, of any additional time required and explain the reason for the delay.	X	X	X
	9	Provide a cost estimate within two (2) working days or specify when the estimate will be ready.		X	X
	10	Under normal circumstances, respond to a simple special request within ten (10) working days.			X
	11	Fulfill an order for off-the-shelf products within two (2) working days.			X
	12	Answer or acknowledge receipt of a letter whether received by mail, fax or electronically within five (5) working days.			X	X	X
	13	Return a client's phone call within one working day.			X
	14	Inform clients of the cost of the service where applicable.		X	X
	15	Advise the client immediately, should the occasion arise, of any unforeseen change in cost and explain why.		X	X
	16	If there is any difference between the request and the product delivered or to be delivered, advise the client immediately and explain the reason.		X	X
	17	If the product delivered does not conform to the client's request and this is due to our misunderstanding, offer to provide a solution free of charge.		X	X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
Not Specified	1	Demonstrate openness, courtesy and equitable treatment at all times with its clients.			X	CP
	2	Provide service in the official language of the client's choice.			X	OL
	3	Provide service during the regular business hours between 8:30 and 16:30 hours.			X	TF
	4	Ensure that contacts identified in The Daily, the Agency's official release vehicle, are available on the day of release of survey results.			X	TF
	5	Ensure accessibility to its information service to the public residing in areas other than where Statistics Canada offices are located, through a 1-800 toll-free service.			X	TF
	6	Proactively offer the coordination of the provision of services to a client if his/her needs require actions by other Agency divisions.			X	TF
	7	Before work begins, advise the client of the time required to provide the service and, if necessary, obtain the client's agreement to the schedule.			X	TF
	8	Advise the client, should the need arise, of any additional time required and explain the reason for the delay.			X	TF
	9	Provide a cost estimate within two (2) working days or specify when the estimate will be ready.			X	TB
	10	Under normal circumstances, respond to a simple special request within ten (10) working days.			X	TB
	11	Fulfill an order for off-the-shelf products within two (2) working days.			X	TB
	12	Answer or acknowledge receipt of a letter whether received by mail, fax or electronically within five (5) working days.			X	TB
	13	Return a client's phone call within one working day.			X	TB
	14	Inform clients of the cost of the service where applicable.			X	CP
	15	Advise the client immediately, should the occasion arise, of any unforeseen change in cost and explain why.			X	CP
	16	If there is any difference between the request and the product delivered or to be delivered, advise the client immediately and explain the reason.			X	OC
	17	If the product delivered does not conform to the client's request and this is due to our misunderstanding, offer to provide a solution free of charge.			X	OC

Statistics Canada "fully supports this [the SII] initiative and has been doing work in this area for a number of years." In the past, the department has "published service standards; audited adherence to these standards; conducted employee opinion surveys and training courses on customer service and the measurement of client satisfaction; and included a client feedback section in its Quadrennial Program Reports." In the coming year "particular attention will be on the application of the common measurement tool suggested by architects of the initiative in future web satisfaction research." (2001-2002 Report on Plans and Priorities, pg. 31-32)

Veterans Affairs Canada

Business Line	Service Standard		Delivery channels
						GOL
			In person	Tel	Mail /Fax	Internet	Email	Kiosk
Pensions and Allowances	1	VAC will send the Veteran their decision concerning Disability Pension (DP) application within 18 weeks of receipt.			X
	2	If pensionned condition has worsened, VAC will reassess DP and send results to Veteran within 15 weeks of request.			X
	3	If claim is submitted about Attendance Allowance, Clothing Allowance or Exceptional Incapacity Allowance, VAC will render its decision within 8 weeks.			X
	4	If Veteran asks for Departemental Review and has new or additional evidence to submit, VAC will render its decision with 4 weeks.			X
	5	VAC will render its decision within 7 weeks of reception of War Veterans Allowance Application.			X
	6	VAC will render its decision within 1 week when Veteran submits for financial aid from VAC Assistance Fund			X
Pensions Advocacy	7	If Veteran wishes to appeal a VAC decision, the Bureau of Pensions Advocates (BPA) can provide free leagal advice and representation.	X	X	X
	8	Requests for appointments with an advocate will be responded within 1 week and an interview will be scheduled for a mutually agreed upon time.	X	X
	9	BPA will provide Veteran with information about legal representation, case proceeding and time estimate to present review or appeal claim.	X		X
Veterans Review and Appeal Board (VRAB)	10	BPA is required to present Veteran's review case within 4 months of application (Appeal case within 3 months)			X
	11	When Veteran applies for review or appeal to VRAB, a decision is sent to Veteran within one month from hearing date.			X
	12	If review or appeal is presented to VRAB by written submission, case is processed and decision is issued within one month.			X
Health Care	13	Health care benefit request and health care claim will be answered within 4 weeks of reception.	X	X	X
Health Care	14	When long-term care is needed, VAC can offer financial support.	X		X
Commemor- ation	15	VAC will ensure that no eligible veteran is deprived of a dignified funeral and burial.
	16	Application for assistance with a funeral or burial of a Canadian veteran will be processed with respect. VAC will render a decision with 5 weeks of receipt of request.	X		X
	17	VAC provides the first issue of medals and awards to eligible veterans and their next of kin. Replacements are at cost.	X		X

Business Line	Service Standard		Source			Type of Standard
Business Line	Service Standard		2001- 2002 RPP	1999- 2000 DPR	Website		Interview
Pensions and Allowances	1	VAC will send the Veteran their decision concerning Disability Pension (DP) application within 18 weeks of receipt.		X		TB
	2	If pensionned condition has worsened, VAC will reassess DP and send results to Veteran within 15 weeks of request.		X		TB
	3	If claim is submitted about Attendance Allowance, Clothing Allowance or Exceptional Incapacity Allowance, VAC will render its decision within 8 weeks.		X		TB
	4	If Veteran asks for Departemental Review and has new or additional evidence to submit, VAC will render its decision with 4 weeks.		X		TB
	5	VAC will render its decision within 7 weeks of reception of War Veterans Allowance Application.		X		TB
	6	VAC will render its decision within 1 week when Veteran submits for financial aid from VAC Assistance Fund		X		TB
Pensions Advocacy	7	If Veteran wishes to appeal a VAC decision, the Bureau of Pensions Advocates (BPA) can provide free leagal advice and representation.		X		CP
	8	Requests for appointments with an advocate will be responded within 1 week and an interview will be scheduled for a mutually agreed upon time.		X		TB
	9	BPA will provide Veteran with information about legal representation, case proceeding and time estimate to present review or appeal claim.		X		TF
Veterans Review and Appeal Board (VRAB)	10	BPA is required to present Veteran's review case within 4 months of application (Appeal case within 3 months)		X		TB
	11	When Veteran applies for review or appeal to VRAB, a decision is sent to Veteran within one month from hearing date.		X		TB
	12	If review or appeal is presented to VRAB by written submission, case is processed and decision is issued within one month.		X		TB
Health Care	13	Health care benefit request and health care claim will be answered within 4 weeks of reception.		X		TB
Health Care	14	When long-term care is needed, VAC can offer financial support.		X		TF
Commemor- ation	15	VAC will ensure that no eligible veteran is deprived of a dignified funeral and burial.		X		TF
	16	Application for assistance with a funeral or burial of a Canadian veteran will be processed with respect. VAC will render a decision with 5 weeks of receipt of request.		X		TB
	17	VAC provides the first issue of medals and awards to eligible veterans and their next of kin. Replacements are at cost.		X		TF

Through the Service Improvement Initiative, VAC will "adopt and publish core service standards based on clients' expectations, for each" service channel. (2001-2002 VAC Report on Plans and Priorities, pg. 38). The VRAB will be "implementing service improvement initiatives as a direct result of the Client Satisfaction Survey conducted in the 2000-2001 fiscal year. (2001-2002 Report on Plans and Priorities, pg. 35)

Departments Without Published Service Standards

Department/Agency	Standards	Comments	Source
Department/Agency	Standards	Comments	2001-2002 RPP	1999-2000 DPR	Website
Canada Communications (formerly Canada Information Office)	None published in DPR, RPP or on website	None
Canadian Food Inspection Agency	None published in DPR, RPP or on website	"Service Standards in the Meat Hygiene and Fish Programs and a comprehensive timetable for service standards in other program areas will be developed by April 1, 2002." (pg. 27)
Canadian International Development Agency	None published in DPR, RPP or on website	None
Agriculture and Agri-Food Canada	None published in DPR, RPP or on website	None
Department of Indians Affairs and Northern Development	None published in DPR, RPP or on website	None
Department of Justice	None published in DPR, RPP or on website	None
Public Works and Government Services Canada	None published in DPR, RPP or on website	None
Atlantic Canada Opportunities Agency	None published in DPR, RPP or on website	"Through its regional offices, ACOA has regularly undertaken activities to gauge the satisfaction of its clientele. It has embraced the service improvement objective and has developed a strategic plan for service quality as part of its on-going operations." (pg. 39)	X
Canadian Heritage	None published in DPR, RPP or on website	Consistent with Treasury Board's Service Improve Initiative, the Department "will identify its key services to the public, establish client satisfaction baseline benchmarks and develop a Service Improvement Plan. Its progress will be reported in the fall 2001 Departmental Performance Report." (pg. 34)	X
Environment Canada	None published in DPR, RPP or on website	The Management, Administration and Policy business line has made a commitment to "develop a service improvement plan in 2001-02." (pg. 54)	X
Transport Canada	None published in DPR, RPP or on website	Transport Canada "will achieve concrete and measurable results based on service standards that lead to improvements in Canadians' satisfaction with the delivery of our services." (Transport Canada 2001-2004 business plan, pg. 7)			X
Western Economic Diversification	None published in DPR, RPP or on website	WED "is undertaking an assessment of its current situation with a client satisfaction survey and the development of a service improvement plan. This survey will measure the level of current client satisfaction, assist in identifying service improvement priorities, and contribute to the establishment of benchmarks and service standards from which to measure improvement." (pg.19)	X
Royal Canadian Mounted Police	None published in DPR, RPP or on website	The Forensics Laboratory, RCMP will have "service standards designed in consultation with clients and published." (pg. 54)	X
Canadian Grain Commission	None published in DPR, RPP or on website	Beginning in 2001, the Canadian Grain Commission will "develop and implement plans to improve client satisfaction by 10% through the expanded use of service standards and reliable measures of client satisfaction with key services." (pg. 18)	X		Could not access website
Tax Court of Canada.	None published in DPR, RPP or on website	The Tax Court of Canada will be "drafting and implementing our service standards, which will be based on the results of our client satisfaction survey." (pg. 10)	X
Parks Canada Agency	None published in DPR, RPP or on website	Parks Canada Agency will "develop a targeted plan to help implement the Government Service Improvement Initiative." (pg. 18)	X
National Archives of Canada	None published in DPR, RPP or on website	"In 2001-2002, the National Archives will develop a Service Improvement Plan for its Reference Service, Consultation Service, Inter-institutional Loans Service and Copying Service. Baseline satisfaction measures and associated annual client satisfaction improvement targets will be also be developed. Service standards which already exist for these services will monitored in order to meet targets set for improved levels of service." (pg. 26)	X
Public Service Commission	None published in DPR, RPP or on website	The PSC has committed to "improved citizen-centred service delivery to Canadians through the SII" and to "measure external clients' satisfaction with key recruitment services by: establishing a baseline using the Common Measurement Tool and TBS software and server to gather data from the Web and Infotel users mainly; setting targets for improvement for the next 5 years; analysing results of the survey and recommending actions; and implementing recruitment and staffing service standards." (pg. 26)	X
Canadian Artists and Producers Professional Relations Tribunal	None published in DPR, RPP or on website	None
Canadian Human Rights Tribunal	None published in DPR, RPP or on website	None
Canadian Transportation Agency	None published in DPR, RPP or on website	The Canadian Transportation Agency will "begin work relating to the Service Improvement Initiative." (pg. 9)	X
Copyright Board Canada	None published in DPR, RPP or on website	The Copyright Board will "prepare and implement an Annual Service Improvement Plan and report on satisfaction improvement against targets and service standards in subsequent Performance Reports." (pg.11)	X
Canadian Human Rights Commission	None published in DPR, RPP or on website	During the planning period, the Commission will give priority to the "introduction and refinement" of recently adopted service standards. (pg. 12)	X
Immigration and Refugee Board	None published in DPR, RPP or on website	During the planning period, the IRB will implement Phase I of a three Phased approach to implementing the SII. Phase I will "identify key services for inclusion in the initiative, establish service standards for those services, and measure client satisfaction with respect to the process in order to establish a baseline." (pg. 28-29)	X
Office of the Commissioner for Federal Judicial Affairs	None published in DPR, RPP or on website	None
Canadian Institutes of Health Research (formerly Medical Research Council of Canada)	None published in DPR, RPP or on website	None
National Film Board	None published in DPR, RPP or on website	None
Natural Sciences and Engineering Research Council of Canada	None published in DPR, RPP or on website	NSERC plans to "establish a Service Improvement Plan, identify and report on service standards for key services, and establish client satisfaction baseline measures and targets." (pg. 29)	X
Office of the Superintendent of Financial Institutions Canada	None published in DPR, RPP or on website	None
RCMP-External Review Committee	None published in DPR, RPP or on website	None
RCMP Public Complaints Commission	None published in DPR, RPP or on website	None
Social Sciences and Humanities Research Council of Canada	None published in DPR, RPP or on website	SSHRC is committed to "a significant, quantifiable improvement in client satisfaction." This will be achieved through the establishment of "a Service Improvement Plan and client satisfaction baseline measures and targets," including the "development of service standards and service-level." (pg. 19)	X
National Energy Board	None published in DPR, RPP or on website	None

ARCHIVED - Compendium of Service Standards

Archived Content

Compendium Of Service Standards

Prepared for Innovative and Quality Services Division Service and Innovation Sector Treasury Board of Canada Secretariat

Prepared by Consulting and Audit Canada Project No.: 550-0743

INTRODUCTION

HOW

WHEN

WHAT

Canada Customs and Revenue Agency

Canada Economic Development Quebec

Canada Post Corporation

Canadian Radio-television and Telecommunications Commission

Citizenship and Immigration Canada

Fisheries and Oceans

Department of Foreign Affairs and International Trade

Health Canada

Human Resources Development Canada

Industry Canada

National Library of Canada

Natural Resources Canada

Passport Office

Statistics Canada

Veterans Affairs Canada

Departments Without Published Service Standards

Compendium
Of
Service Standards

Prepared for
Innovative and Quality Services Division
Service and Innovation Sector
Treasury Board of Canada Secretariat

Prepared by
Consulting and Audit Canada
Project No.: 550-0743