Archived—Security, corporate and information services: Our Services, Standards and Results 2020 to 2021

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Document navigation for "Our Services, Standards and Results 2020 to 2021"

Security services

The following tables compare service standard targets with service standard results for 2019 to 2020, for the "Security" service category, under the following sub-categories: industrial security services—including security clearance issuance, the Industrial Security Call Centre, integrity database services, and controlled goods. The tables also include service targets for 2020 to 2021.

Security clearance issuance

Comparison of service targets and service results for security clearance issuance
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Process a simple request for reliability status (to access protected information and assets) within 7 business days 85% 98% 85%
Process a complex request for reliability status (to access protected information and assets) within 120 business days 85% 86% 85%
Process a simple request for security clearance (to access classified information and assets) within 75 business days 80% 97% 80%
Process a complex request for security clearance (to access classified information and assets) within 120 business days 80% 86% 80%

Industrial Security Call Centre

Comparison of service targets and service results for Industrial Security Call Centre
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Respond/refer inquiries within 2 business days 90% 91% 90%

Integrity database services

Comparison of service targets and service results for Integrity database services
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Complete verification checks within 4 hours 80% 99.15% 80%

Controlled goods (company registration, exemptions and company inspection)

Comparison of service targets and service results for controlled goods (company registration, exemptions and company inspection)
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Issue registration certificates (new and renewal) within 32 business days 80% 16.5%table 1 note 1 80%
Conduct security assessments within 32 business days 80% 16.3%table 1 note 2 80%
Issue visitor exemption certificates within 10 business days 80% 85.2% 80%
Issue temporary worker exemption certificates within 30 business days 80% 84.9% 80%
Companies are compliant with the Controlled Goods Regulations upon first inspection 80% 90% 80%

Table 1 notes

Table 1 note 1

Justification: In 2018-19, the delay in the issuance of registration certifications was due to:

  • The introduction of a new internal process and the lack of available trained staff thereby creating a bottleneck at the front end of the company registration process
  • Vacancy of the manager position resulted in a significant backlog revealed at the end of fiscal 2018-19 exceeding 700 files in February 2019. At the beginning of fiscal year 2019-20, the bulk of the backlog was still in the in-take unit of the Registrations Division with 140+ files waiting to be assigned for processing

Return to table 1 note 1 referrer

Table 1 note 2

Throughout 2019 to 2020, the following actions were taken in an effort to stabilize the division while allowing for more time to conduct a more fulsome security assessment of applications:

  • The intake unit (validations) was overstaffed to provide maximum stability and contingency in periods of high turnover
  • The Controlled Goods Directorate Registrations and Exemptions Division was split into two separate entities
  • The registrations manager position was filled indeterminately in February 2020. In addition, 3 indeterminate registration analysts, as well as 5 registration officers were hired throughout 2019 to 2020

Our current electronic file management process, risk prioritization and individualized employee training is resulting in steady improvements in our application processing. If the trend continues, we expect to reach our desired service standard before the end of the fiscal year.

Return to table 1 note 2 referrer

Corporate services

The following tables compare service standard targets with service standard results for 2019 to 2020, for the corporate services category, under the following sub-categories: Government of Canada's document management solution (GCDOCS), shared services integration, My Government of Canada Human resources (MyGCHR), Canadian General Standards Board, Shared Travel Services, document imaging, GCSurplus, and Seized Property Management Directorate. The tables also include service targets for 2020 to 2021.

Government of Canada's document management solution

Comparison of service targets and service results for Government of Canada's document management solution (GCDOCS)
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
GCDOCS acknowledges receipt of client inquiries within one business day 99% 100% 100%
GCDOCS addresses client inquiries, providing advice and guidance, within five business days 80% 94% 89%
Presentations created by GCDOCS for the GCDOCS Director General Operational Committee meetings are available on GCpedia, in both official languages, two business days before the meeting 90% 0%table 2 note 1 90%

Table 2 note

Table 2 note 1

Justification: No presentations made at Director General Operational Committee meetings in 2019 to 2020.

Return to table 2 note 1 referrer

Shared services integration

Comparison of service targets and service results for shared services integration
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Deliver on annual plan commitments on time, on scope and on budget—Deleted for 2020 to 2021 Not available Not available Not applicable
Resourcing: For resourcing processes with an established Project Plan and Timeline, Shared Human Resources Services will meet the established milestones/deliverables 80% Not available Not available
Classification: Shared Human Resources Services will plan a client consultation meeting and have an established work plan within 5 days of that meeting to present the service standards 80% Not available Not available
Compensation: Shared Human Resources Services will close 6 cases per day per compensation advisor for work to be completed for the Pay Centre 80% Not available Not available

Help desk inquiries are responded to within priority level timelines:

  • Priority 1—less than one hour
  • Priority 2—within two hours
  • Priority 3—within twenty-four hours
  • Priority 4—between twenty-four and forty-eight hours
 Not available Not available Not available
GCcase clients have access to the required platforms (for example: pre-production, client-development-test and production) as per the date indicated in the published onboarding schedule—Deleted for 2020 to 2021 95% 95% Not applicable

Note

Shared Human Resources Services standards were not tracked this year, targets and results are not available. The standards are to be reviewed in the future.

Canadian General Standards Board

Comparison of service targets and service results for Canadian General Standards Board
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Percentage of National Standards of Canada collection review started in fiscal year (20% reviewed per year based on five-year cycle) 20%
(100% over 5 years)		 82% 20%
(100% over 5 years)

Shared Travel Services

Comparison of service targets and service results for Shared Travel Services
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Shared Travel Services (STS) acknowledges receipt of client inquiries within one business day 80% 93% 95%
STS addresses client inquiries not involving third parties within 15 business days of their receipt 70% 83% 85%

Document imaging

Comparison of service targets and service results for document imaging
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
All document imaging request by departments fulfilled within agreed upon timeframes 95% 100% 95%
All document imaging requested by departments fulfilled within the cost identified in the agreement 95% 100% 95%

GCSurplus

Comparison of service targets and service results for GCSurplus
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Website is operational 24/7 95% 100% 95%

Seized Property Management Directorate

Comparison of service targets and service results Seized Property Management Directorate
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Compliance to court ordered timing 100% of the time 100% 100% 100%
Attendance take down when asked 100% of the time 100% 100% 100%

My Government of Canada Human Resources

New—Comparison of service targets and service results My Government of Canada Human Resources (MyGCHR)
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Ensuring that requests submitted are received, logged, and receipt confirmed back to the human resources (HR) clients within 4 hours 90% 94% 90%

Information services

The following tables compare service standard targets with service standard results for 2019 to 2020, for the information services category, under the following sub-categories: the Canada Gazette, publishing and depository services, electronic media monitoring, public opinion research, advertising coordination and partnerships; and communications. The tables also include service targets for 2020 to 2021.

The Canada Gazette

Comparison of service targets and service results for The Canada Gazette
Service standard Service target
2019 to 2020		 Final results
2019 to 2020		 Service target
2020 to 2021
Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette) 99% 99.91% 99%

Publishing and depository services

Comparison of service targets and service results for publishing and depository services
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Percentage of client inquiries responded to within 48 hours 80% 99% 90%

Copyright Media and Clearance Program

Comparison of service targets and service results for Copyright Media and Clearance Program
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Client inquiries are responded to within 48 hours 90% 97% 90%

Public opinion research

Comparison of service targets and service results for public opinion research
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Public Opinion Research Directorate provides feedback on supplier proposals within 3 business days of receipt 80% 97% 80%

Advertising coordination and partnerships

Comparison of service targets and service results for advertising coordination and partnerships
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Statements of Work are reviewed within 3 days 90% 100% 90%

Communications

Comparison of service targets and service results for communications
Service standard Service target
2019 to 2020		 Final service results
2019 to 2020		 Service target
2020 to 2021
Percentage of media inquiries responded to within negotiated timelines—Deleted in 2020-2021 95% n/a n/a

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