Payments and pensions: 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 payments and pensions service category, under the following sub-categories: federal pay and benefits administration, federal pension administration, and Receiver General services. The tables also include service targets for 2020 to 2021.

Federal pay and benefits administration

Comparison of service targets and service results for federal pay and benefits administration
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Client Contact Centre (CCC) to answer calls within 180 seconds 80% 62.3%table 1 note 1 80%
Percentage of pay transactions processed that are on time 80% Not available Not available
Percentage of new pod intake processed within services standards 80% 79% 85%

Table 1 note 1

Table 1 note 1

Justification as to why the target was not met:

In early 2019 to 2020, the CCC was in its busiest time, tax season. The distribution of calls during this high period was unevenly distributed, resulting in one area significantly reducing their service standard. In addition, the high attrition rate was well above the hiring cycle. Following a review of the hiring process, the CCC implemented (Spring) a LEAN hiring process that significantly reduced timelines. Combined with a regular schedule of hiring blitzes, the CCC was able to reach its staffing levels over the summer, resulting in a steady increase in the service standard from September until its stabilization above 80% in November and the months after.

Return to table 1 note 1 referrer

Federal pension administration

Comparison of service targets and service results for federal pension administration
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
% of Pension transactions and pension-related payments processed within established timeframes 95% 99% 95%
% of first pension payments issued within established timeframes 95% 99% 95%
Answer public service pension administration calls at the Pension Centre within 180 seconds 80% 86% 80%

Receiver General services

Comparison of service targets and service results for Receiver General services
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Answer calls about Receiver General cheques within 180 seconds 80% 82.1% 80%
% of all payments processed by the Receiver General for the Government of Canada as per established schedules 99.9% 99.99% 99.9%
Respond to Receiver General cheque status enquiries within 24 hours 99.9% 100% 99.9%
Provide a copy of a paid Receiver General cheque from the previous 6 years within 2 business days 98% 100% 98%

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