Appendix 4 - 2005-2006 Service Canada Performance Scorecard
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2005-2006 Year End |
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Service Standards and Related Performance Measures
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Rating | Result | Target | 2006-2007 Target |
1. We provide service in the communities where you live. |
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90% of Canadians with access within 50 kms of where they live
|
 |
93% | 85% | 90% |
Number of points of service
|
 |
416 | 420 | 516 |
2. We provide more convenient and extended hours of service.
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Telephone Response:
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% of calls answered by an agent within 180 seconds
|
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80% | 95% | 95% |
% of calls answered by an agent within 180 seconds
|
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75% | 65% | 65% |
% of calls blocked (EI High Volume Message)
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– | 42% | aucun | aucun |
Number of Service Canada Centres (SCC) with extended hours of service
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44 | 40 | 60 (6 déc.) |
24/7 Availability of Internet – information and transaction (CPP & EI)
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98% | 98% | 98% |
3. We provide service in the offi cial language of your choice – English or French.
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Number of Offi cial Language complaints - Service to the public
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– | 11 | – | – |
Number of Official Language Minority Community Groups points of service
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14 | 14 | 17 |
4. Recognizing the diversity of Canada, we are extending our reach to multilingual communities.
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Number of languages offered other than English or French
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SCCs and Scheduled Outreach Sites
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4 | 4 | 11 |
5. Our services are accessible to people with disabilities.
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Number of forms available online in formats accessible for people with disabilities
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0 | 5 | 10 |
6. Our employees are knowledgeable and helpful, and will make sure you get what you need.
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Client Satisfaction (survey results)
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– | 84% | – | – |
7. We let you know when you should expect a decision on entitlement to services or benefi ts, and if you qualify, when your first payment will arrive.
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Expedient Delivery:
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% of notification sent within seven days of receipt of applications
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75% | 80% | 80% |
% of passports issued within 28 days
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90% | 95% | 95% |
% of EI payments issued within 28 days from date of fi ling
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81% | 80% | 80% |
% of OAS fi rst payment issued within 30 days of entitlement
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94% | 90% | 90% |
% of CPP Retirement pensions paid within the first month of entitlement
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85% | 90% | 85% |
8. We want your views on how well we are serving you.
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Office for Client Satisfaction Total Feedback:
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– | 508 | – | – |
Transfers out
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– | 156 | – | – |
Suggestions
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– | 52 | – | – |
Compliments
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– | 70 | – | – |
Complaints
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– | 230 | – | – |
9. We report on our results
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Service Canada Annual Report produced
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Fall 2006 | |||
Office for Client Satisfaction Annual Report produced
|
Spring 2007 | |||
Service Standards and Related Performance Measures
|
2005-2006 Year End Results | |||
10. Volumes
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Applications Handled
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CPP
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567,891 | |||
EI
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2,787,302 | |||
OAS (not including GIS automated renewals)
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783,160 | |||
Passport
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29,369 | |||
Pleasure craft
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0 | |||
SIN
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1,470,420 | |||
Channel Usage
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Web
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5,430,558 | |||
Phone – Agent
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11,886,484 | |||
Phone – IVR
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38,630,412 | |||
Mail
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1,628,000 | |||
Clients Visiting Service Canada Offices
|
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Assisted
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630,495 (New service offerings only) | |||
Self-served
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281,921 (New service offerings only) | |||
Legend: Results attained or surpassed the objective Results are below (> 5%) the objective Results are below (= or < 5% ) the objective
No targets
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