The following tables on service standards and targets for the "Buying and selling" service category show service targets for 2018 to 2019 and 2019 to 2020 for: procurement tools and services; awarding of contracts; and client relationship management. The tables also include results for 2018 to 2019.
Procurement tools and services
Service standard
Target 2018 to 2019
Final results 2018 to 2019
Target 2019 to 2020
Acknowledge receipt of client requisitions sent electronically (for example by e-mail) within 1 business day
95%
95.1%
95%
Acknowledge receipt of client requisitions sent by fax or mail within 2 business days
95%
99.6%
95%
Provide clients with their procurement officer's name and contact information within 5 business days of allocation or requisition
80%
60.2%
80%
Provide 24/7 access to emergency procurement on a priority basis using timelines established with the client department
100%
100%
100%
Deliver services with a quality level that meets clients' expectations
80%
83%
80%
Deliver services with accuracy that meets clients' expectations
80%
85%
80%
Deliver services that are highly valued by clients
80%
57%
80%
Award contracts in National Capital Area and regions within the following timeframes based on assessed level of complexity.
Awarding of contracts
Service standard
Target 2018 to 2019
Final results 2018 to 2019
Target 2019 to 2020
Basic procurement contracts, within 80 business days
85%
80.8%
85%
Standard procurement contracts, within 100 business days
80%
71.1%
80%
Client relationship management
Service standard
Target 2018 to 2019
Final results 2018 to 2019
Target 2019 to 2020
Acknowledge clients' inquiries within 1 business day
95%
95%
95%
Respond to clients' inquiries within 3 business days
95%
95%
95%
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