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