Payments and pensions—Our Services, Standards and Results 2019 to 2020

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The following tables on service standards and results for the "Payments and pensions" service category show service targets for 2018 to 2019 and 2019 to 2020 for: federal pay and benefits administration; federal pension administration; and Receiver General Services. The tables also include results for 2018 to 2019.

Federal pay and benefits administration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Client Contact Centre to answer calls within 180 seconds—Reworded 80% 65.8%Table "Federal pay and benefits administration" note * 80%
Percentage of pay transactions processed that are on time—Reworded 95% 55%Table "Federal pay and benefits administration" note ** 80%
Percentage of new pod intake processed within services standards—New Not applicable Not applicable 80%

Table "Federal pay and benefits administration" notes

Table "Federal pay and benefits administration" note *

As part of the measure taken to address pay issues, support employees, and provide client service excellence, Client Contact Centre (CCC) had introduced a variety of enhancements to their services. This includes the First point of Contact (FPOCR) which allows agents to resolve minor pay issues at first point of contact. FPOCR has increased the time agents spend on the phone as they are conducting transactions in addition to providing advice and guidance on employees pay files. Due to these service enhancements CCC client satisfaction has increased. CCC also introduced a new workforce management tool <<Wisdom>>, which uses forecasting to assist them in determining how many agents are required to be scheduled during specific time period. Currently, CCC requires an additional 90 agents on the phone during peak times

Return to table "Federal pay and benefits administration" note * referrer

Table "Federal pay and benefits administration" note **

In 2018-2019, Public Service Pay Centre (PSPAYC) focused its efforts on Pod implementation, this model focuses on intake while continuously reducing the backlog however many of the existing backlog cases had exceeded service standard prior to being processed. PSPAYC also focused efforts on Collective Agreement implementation, complex transactions, which included retroactive payments divided between Phoenix and Regional Pay System, resulting in significant manual processing requirements. PSPAYC also focused on specific queues such as Disability and Maternity/Parental leave, ensuring these case-types were processed within service standards. Hence, 95% of requests related to Disability and 82% of requests related to Parental/Maternity leave were processed within the service standards. Finally, PSPAYC also focused efforts within the queue on transactions with high financial impact, rather than those with low or no financial impact, but did not have the capacity or automation required in order to process all case-types within service standards. As identified through the human resources (HR)-to-Pay initiative, the timeliness by which departments and agencies enter their HR data for employees has a significant impact in issuing accurate and timely pay, and poor quality and late data entry leads to more transaction in the queue as well as risk for critical errors within Phoenix.

In 2018-2019, the timeliness by which departments and their HR data has improved but was still low, resulting in significant increases in cases and case complexity. PSPAYC increased the number of employees processing pay over the past year, the onboarding of additional staff has impacted their short-term processing capacity as their experienced processors supported their new recruits through training, coaching, and verification. The Pod model requires additional business support roles (Resource Analyst, Client Contact Officer, Coaches), which have also impacted the PSPAYC short terrm processing capacity as more experienced processors fill these critical positions. PSPAYC continue to work collaboratively at all levels to resolve these issues as quickly as possible

Return to table "Federal pay and benefits administration" note ** referrer

Federal pension administration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of Pension transactions and pension-related payments processed within established timeframes 95% 98% 95%
Percentage of first pension payments issued within established timeframes 95% 98% 95%
Answer public service pension administration calls at the Pension Centre within 180 seconds 80% 83% 80%
Receiver General Services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Answer calls about Receiver General cheques within 180 seconds 80% 81.9% 80%
Percentage of payments issued by the Receiver General on behalf of the Government of Canada in accordance with legislated due dates—Deleted 99.9% Not applicable Not applicable
Percentage of all payments processed by the Receiver General for the Government of Canada as per established schedules 99% 99.99% 99.9%
Respond to Receiver General cheque status enquiries within 24 hours 99.9% 100% 99.9%
Provide a copy of a paid Receiver General cheque from the previous 6 years within 2 business days 98% 100% 98%
Publish Public Accounts of Canada within 24 hours of tabling in Parliament—Deleted 100% Not applicable Not applicable

Document navigation for "Our Services, Standards and Results 2019 to 2020"

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