Archived—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.
| 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.
| 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% |
| 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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