Buying and selling: Our Services, Standards and Results 2020 to 2021

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The following tables compare service standard targets with service standard results for 2019 to 2020, for the buying and selling service category, under the following sub-categories: procurement tools and services, awarding of contracts, and client relationship management. The tables also include service targets for 2020 to 2021.

Procurement tools and services

Comparison of service targets and service results for procurement tools and services
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Acknowledge receipt of client requisitions sent electronically (for example by email) within 1 business day 95% 98.9% 95%
Acknowledge receipt of client requisitions sent by fax or mail within 2 business days 95% 99.8% 95%
Provide clients with their procurement officer's name and contact information within 5 business days of allocation or requisition 80% 56.1% 80%
Provide 24/7 access to emergency procurement on a priority basis using timelines established with the client department 100% 100% 100%

Deliver services with a quality level that meets clients' expectations

(Overall, how satisfied were you with the quality of service?)

80% n/atable 1 note 1 80%

Deliver services with accuracy that meets clients' expectations

(I received accurate information)

80% n/atable 1 note 1 80%

Deliver services that are highly valued by clients

(I consider the Public Services and Procurement Canada (PSPC) Acquisitions Program to be a valuable partner in government operations)

80% n/atable 1 note 1 80%

Table 1 note

Table 1 note 1

Due to a combination of technical problems, the Acquisitions Program was unable to conduct its post-contract assessment during the fiscal year.  The Acquisitions Program can substitute the results from similar questions within the 2020 client satisfaction survey if needed.

Return to table 1 note 1 referrer

Awarding of contracts

Award contracts in National Capital Area and regions within the following timeframes based on assessed level of complexity.

Comparison of service targets and service results for awarding of contracts
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Basic procurement contracts, within 80 business days 85% 78.1% 85%
Standard procurement contracts, within 100 business days 80% 74.6% 80%

Client relationship management

Comparison of service targets and service results for client relationship management
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Acknowledge clients' inquiries within 1 business day 95% 95% 95%
Respond to clients' inquiries within 3 business days 95% 95% 95%

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