Security, corporate and information services—Our Services, Standards and Results 2019 to 2020

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Security services

The following tables on service standards and targets for the "Security" service category show service targets for 2018 to 2019 and 2019 to 2020 for: industrial security services—including security clearance issuance; Industrial Security Call Centre; integrity database services; and controlled goods. The tables also include results for 2018 to 2019.

Security clearance issuance
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Process a simple request for reliability status (to access protected information and assets) within 7 business days 85% 97% 85%
Process a complex request for reliability status (to access protected information and assets) within 120 business days 85% 93% 85%
Process a simple request for security clearance (to access classified information and assets) within 75 business days 80% 98% 80%
Process a complex request for security clearance (to access classified information and assets) within 120 business days 80% 90% 80%
Industrial security call centre
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Respond/refer inquiries within 2 business days 90% 87%Table "Industrial security call Centre" note * 90%

Table "Industrial security call centre" notes

Table "Industrial security call centre" note *

We narrowly missed the 90% target to respond/refer to inquiries within 2 business days due to a 50 percent employee turnover rate in Fiscal Year(FY) 2018-2019 and challenges in attracting qualified bilingual candidates with valid security clearances. An external staffing process is underway to recruit new employees and overstaff the client Service Centre to provide maximum stability and contingency in periods of high turnover.

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Integrity database services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Complete verification checks within 4 hours 80% 99% 80%
Controlled goods (company registration, exemptions and company inspection)
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Issue registration certificates (new and renewal) within 32 business days 80% 62%Table "Controlled goods (company registration, exemptions and company inspection)" note * 80%
Conduct security assessments within 32 business days 80% 62%Table "Controlled goods (company registration, exemptions and company inspection)" note ** 80%
Issue visitor exemption certificates within 10 business days 80% 94.9% 80%
Issue temporary worker exemption certificates within 30 business days 80% 95.9% 80%
Companies are compliant with the Controlled Goods Regulations upon first inspection—New 80% 77%Table "Controlled goods (company registration, exemptions and company inspection)" note *** 80%

Table "Controlled goods (company registration, exemptions and company inspection)" notes

Table "Controlled goods (company registration, exemptions and company inspection)" note *

The delay in the issuance of registration certifications was due to the introduction of a new internal process and the lack of available trained staff to handle the workload. This new process created a bottleneck at the front end of the registration process whereby the determination of whether entities had a legitimate justification for registering was being conducted earlier in the registration process by validation analysts rather than registration analysts. The security assessments were not started as quickly and this further compounded the issue since security assessments of designated officials, owners and authorized individuals must be completed before a registration certificate can be issued.

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Table "Controlled goods (company registration, exemptions and company inspection)" note **

The delay in the completion of security assessments was due to the introduction of a new internal process, which delayed the start of security assessments, as well as enhanced verification methods (the adoption of an additional tool for conducting security checks), and an increase in the volume of security assessments in the fourth quarter of FY 2018-2019.

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Table "Controlled goods (company registration, exemptions and company inspection)" note ***

The main items contributing to administrative non-compliance included security assessments not being completed properly, deficient security plans and failing to report amendments to registration information. Due to an increase in the overall number of inspections conducted in FY 2018-2019 (1,423) compared to FY 2017-2018 (950), less time and effort was put into conducting pre-inspection outreach with individual new registrants which resulted in companies’ deficiencies being identified at the first inspection.

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Corporate services

The following tables on service standards and targets for the "Corporate" service category show service targets for 2018 to 2019 and 2019 to 2020 for: Government of Canada's document management solution (GCDOCS); Shared services integration; My Government of Canada Human resources (MyGCHR); Canadian General Standards Board; Shared Travel Services; document imaging; GCSurplus; and Seized Property Management Directorate. The tables also include results for 2018 to 2019.

Government of Canada's document management solution
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
GCDOCS acknowledges receipt of client inquiries within one business day 80% 80% 99%
GCDOCS addresses client inquiries, providing advice and guidance, within five business days 80% Not availableTable " Government of Canada's document management solution" note * 80%
Presentations created by GCDOCS for the GCDOCS Director General Operational Committee meetings are available on GCpedia, in both official languages, two business days before the meeting 90 % 75% for English 90 %
0 % for FrenchTable " Government of Canada's document management solution" note **

Table "Government of Canada's document management solution" notes

Table "Government of Canada's document management solution " note *

These metrics were not gathered throughout this fiscal year. This is a priority item to address in 2019-2020.

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Table "Government of Canada's document management solution " note **

Challenges in capacity and process due to organizational changes as well as loss of key resources were key contributing factors in the performance on this service standard.

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Shared services integration
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Deliver on annual plan commitments on time, on scope and on budget 95% Not availableTable "Shared services integration" note * Not availableTable "Shared services integration" note *
Resourcing: For resourcing processes with an established Project Plan and Timeline, SHRS will meet the established milestones/deliverables 90% Not availableTable "Shared services integration" note * 80%
Classification: SHRS will plan a client consultation meeting and have an established work plan within 5 days of that meeting to present the service standards 90% Not availableTable "Shared services integration" note * 80%
Compensation: SHRS will close 6 cases per day per compensation advisor for work to be completed for the Pay Centre 90% Not availableTable "Shared services integration" note * 80%

Help desk inquiries are responded to within priority level timelines:

  • Priority 1—less than one hour
  • Priority 2—within two hours
  • Priority 3—within twenty-four hours
  • Priority 4—between twenty-four and forty-eight hours
80% Not availableTable "Shared services integration" note * Not availableTable "Shared services integration" note *
GCcase clients have access to the required platforms (i.e. Pre-production, Client-Development-Test and Production) as per the date indicated in the published onboarding schedule 90% 95% 95%

Table "Shared services integration" notes

Table "Shared services integration" note *

SHRS justification for Data not currently available: Interactions are not measured in the service standards.

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Canadian General Standards Board
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of National Standards of Canada collection review started in fiscal year (20% reviewed per year based on five-year cycle) 20%
(100% over 5 years)
72% 20%
(100% over 5 years)
Shared Travel Services
Service standard Target 2018 to 2019 Final results 2019 to 2019 Target 2019 to 2020
STS acknowledges receipt of client inquiries within one business day 80% 92% 80%
STS addresses client inquiries not involving third parties within 15 business days of their receipt 70% 83% 70%
Document imaging
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
All document imaging request by departments fulfilled within agreed upon timeframes 95% 98.5% 95%
All document imaging requested by departments fulfilled within the cost identified in the agreement 95% 100% 95%
GCSurplus
Service standard Target 2018 to 2018 Results 2017 to 2018 Target 2018 to 2019
Website is operational 24/7 95% 100% 95%
Seized Property Management Directorate
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Compliance to court ordered timing 100% of the time 100% 100% 100%
Attendance take down when asked 100% of the time 100% 100% 100%

Information services

The following tables on service standards and targets for the "Information" service category show service targets for 2018 to 2019 and 2019 to 2020 for: the Canada Gazette; publishing and depository services; Electronic Media Monitoring; Public Opinion Research; Advertising Coordination and Partnerships; and Communications. The tables also include results for 2018 to 2019.

The Canada Gazette
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette) 99% 99.98% 99%
Publishing and depository services
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of client inquiries responded to within 48 hours 80% 96% 80%
Copyright Media and Clearance Program—Renamed
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Client inquiries are responded to within 48 hours 90% 100% 90%
Public Opinion Research
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Public Opinion Research Directorate provides feedback on supplier proposals within 3 business days of receipt 80% 98% 80%
Advertising Coordination and Partnerships
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Statements of Work are reviewed within 3 days 90% 97% 90%
Communications
Service standard Target 2018 to 2019 Final results 2018 to 2019 Target 2019 to 2020
Percentage of media inquiries responded to within negotiated timelines 100% 95% 95%

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