Service standards overview—Our Services, Standards and Results 2019 to 2020

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Highlights

Reporting on service standards is essential for tracking how well we are serving our clients. In 2018-2019, 46 of 68 targets were achieved or surpassed, representing an overall score of 68%. This demonstrates our continued commitment to meeting our clients’ expectations and supporting the delivery of their services to Canadians.

Improvements for 2019-2020 focus on increasing client-centricity such as ensuring standards are based on direct feedback.

The following table indicates the number of service standards that were in place for each of Public Services and Procurement Canada’s (PSPC) five service categories, and the number of service standards that met or surpassed the target. The table also shows the number of service standards that are in place in 2019 to 2020 for each of PSPC's five service categories.

The number of service standards
Service category 2018 to 2019:
Number of service standards
Number of service standards
that met or surpassed the target
2019 to 2020:
Number of service standards
Buying and selling 11 8 11
Payments and pensions 11 7 10
Property and buildings 2 1 2
Security, corporate and information services 33 22 34
Translation, terminology and interpretation 11 8 11
Total 68 46 68

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