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