Buying and selling—Our Services, Standards and Results 2019 to 2020

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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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