ARCHIVED - Appendix 4: 2007-2008 Service Canada Performance Scorecard

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2007-2008 Service Canada Performance Scorecard

LEGEND:

Two arrows pointing up. Results surpassed the objective
One arrow pointing up. Results met the objective
One arrow pointing down. Results are below the objective

N/A  No results available

Service Standards and Related Performance Measures Rating
2007-2008
2007-2008
Year End
2006-2007
Year End
2005-2006
Year End
Target Result Target Result Target Result
We provide service in the communities where you live.
% of Canadians with access within 50 kms from where they live Results surpassed the objective 90% 95.4% 90% 95.1% 85% 93%
Number of Service Canada points of service Results surpassed the objective 605 620 516 587 420 416
We provide more convenient and extended hours of service.
Telephone Response:
% of specialized calls answered by an agent within 180 seconds (CPP/OAS, CLSP, EI)
Results are below the objective 95% 58.5% 95% 58.5% 95% 70.8%
% of general enquiry calls answered by an agent within 18 seconds (1 800 O-Canada)
Results surpassed the objective 85% 88% 85% 85% 85% 69%
Number of Service Canada Centres with extended hours of service Results surpassed the objective 60 62 60 53 40 44
% of Availability of Internet - information and transaction
Results surpassed the objective 98% 99.3% 98% 98% 98% 99.3%
We provide service in the official language of your choice – English or French.
Number of official language minority community points of service No targets established No targets established 37 17 33 14 14
Number of Official Languages complaints and investigations received (Part IV and VII) No targets established No targets established 32 No targets established 23 No targets established 11Footnote1a
Recognizing the diversity of Canada, we are extending our reach to multilingual communities.
Number of factsheets/publications available in languages other than English and French (Aboriginal and Foreign) Results surpassed the objective 4 (new) 4 7 7 N/A N/A
Number of Aboriginal languages
No targets established No targets established 8 8 7 N/A N/A
Number of foreign languages
No targets established No targets established 12 12 12 N/A N/A
Our services are accessible to people with disabilities. 
Number of Service Canada Centres with improved accessibility No targets established No targets established No targets established 85 35 N/A N/A
Number of forms available online in formats accessible for people with disabilities Results surpassed the objective 10 11 10 11 5 0
Our employees are knowledgeable and helpful, and will make sure you get what you need.
% of employees registered in Service Excellence Certification Program Results surpassed the objective 30% 41% 30% 26.4% N/A N/A
Employees who have completed Phase I of certification in service excellence No targets established No targets established 1,637 No targets established 1,163 N/A N/A
Client Satisfaction survey results (May 2006 results) No targets established No targets established N/A No targets established 84% No targets established No targets established
We let you know when you should expect a decision on entitlement to services or benefits, and if you qualify, when your first payment will arrive.
Expeditious Delivery:
% of CPP, EI and OAS notifications sent within seven days of receipt of applications
Results are below the objective 80% 65.8% 80% 65.6% 80% 63.2%
% of CPP retirement benefit payment or non-payment notification issued within first month of entitlement
Results surpassed the objective 85% 91.8% 85% 92.8% 85% 90.8%
% of EI benefit payment or non-payment notification issued within 28 days of filing
Results surpassed the objective 80% 80.3% 80% 79.7% 80% 80.9%
% of OAS basic benefit payment or non-payment notification issued within first month of entitlement
Results surpassed the objective 90% 93.7% 90% 94.1% 90% 93.9%
% of SINs issued using expeditious processes (SIN Rapid Access, Newborn Registration Service in NS, Ontario, AB and BC, and Teleapp in NB)
Results surpassed the objective 90% 93% N/A N/A N/A N/A
% of pleasure craft licences issued in one visit Results surpassed the objective 90% 89.8% 90% 80%
(estimate)
N/A N/A
We want your views on how well we are serving you. 
% of Office for Client Satisfaction feedback replied within seven working days of receipt Results surpassed the objective 90% 99.9% 90% 100% 90% N/A
Office for Client Satisfaction total feedback received No targets established No targets established 6,683 No targets established 1,196 No targets established 508Footnote1b
Compliments
No targets established No targets established 333 No targets established 306 No targets established 70
Complaints
No targets established No targets established 2,878 No targets established 730 No targets established 230
Suggestions
No targets established No targets established 217 No targets established 179 No targets established 52
Transfers to other departments
No targets established No targets established 3,255 No targets established 779 No targets established 156


Volumetric Information 2007-2008
Year End
2006-2007
Year End
2005-2006
Year End
Applications In
EI claims received
2,643,091 2,702,444 2,806,368
CPP total feedback
644,182 614,173 608,876
OAS applications processed - excluding automatic renewals for Guaranteed Income Supplements
808,565 808,972 870,553
Passport processed
267,112 67,260 29,369
Pleasure craft licence requests received
128,516 123,312 0
SIN requests processed through all modes
1,445,146 1,564,224 1,370,420
Common Experience Payment applications received
90,301 No targets established No targets established
ecoAUTO Rebate Program applications received
84,519 No targets established No targets established
Channel Usage
Service Canada Internet visits
26,620,460 22,364,438 5,430,558
Total telephone calls received in call centres (includes self-serving in the Interactive Voice Response System)
51,146,636 9,606,096 58,574,498
Specialized calls answered by an agent (CPP/OAS, EI)
9,325,396 1,621,471 9,964,406
General enquiry calls answered by a 1 800 O-Canada agent
1,793,597 49,541,252 1,154,335
In-person visits to a Service Canada point of service:
Assisted clients
8253,490 8,235,322 630,495Footnote2a
Clients self-serving by using Internet stations
967,009 1,040,350 281,921Footnote2b

Footnotes

Footnote 1

Result represents approximately six months worth of data only (from launch of Service Canada in September 2005 to March 2006).

Footnote 2

New service offerings only