Service standards for funding programs
From Transport Canada
A service standard is a public commitment to a measurable level of performance clients can expect under normal circumstances (which means 80% of the time).
Transport Canada has the following two service standards for all funding programs (grants and contributions) within our department.
- Our standard for Acknowledging receipt of application applies to all applicant-based funding programs
- Our standard for Issuing payment applies to all funding programs
Some of our funding programs may have additional service standards. When this is the case, we inform applicants and/or recipients using the program website or applicant guide.
For more information on our commitment to providing excellent service, see our Service Charter.
Our goal is to acknowledge that we have received your application within 10 business days. We will send this acknowledgement the same way you sent us your application (for example, by mail or email).
Our goal is to issue payments within 20 business days of letting you know that you meet the requirements outlined in a funding agreement.
If we are not able to meet the 20-day standard, we will inform you about the delay.
|Type of service standard||Service standard||Metric||Number of programs reporting||Target||Performance|
|Mandatory (for applicant-based programs)||Acknowledge receipt of application||10 business days||10||80%||82%|
|Mandatory||Issue payment||20 business days||27||80%||92%|
|Program-specific||Review of application||60 business days||1||80%||81%|
|Program-specific||Send draft agreement||Various||5||80%||70%|
Overview of results
Transport Canada met or exceeded its performance targets for the two mandatory department-wide service standards. The target related to one of the program-specific service standards was not met this year (sending a draft agreement to a recipient after the funding decision was made). This result was largely due to:
- changes in program processes
- additional recipient finalization and approvals required after project approval
- agreed-upon alternative timelines established between Transport Canada and a recipient
Areas for improvement
In response to the performance results from 2014-2015, each program that did not meet the performance target prepared a management action plan with steps to address the performance issue(s). As a result of this exercise, programs are reviewing their processes for the 2015-2016 fiscal year. As well, we are providing service standard guidance and training to program staff.
|Type of service standard||Service standard||Metric||2014-2015||2015-2016|
|Number of programs reporting||Target||Performance||Number of programs reporting||Target||Performance|
|Mandatory (for applicant-based programs)||Acknowledge receipt of application||10 business days||10||80%||82%||7||80%||93%|
|Mandatory||Issue payment||20 business days||27||80%||92%||29||80%||93%|
|Program-specific||Review of application||Various||1||80%||81%||2||80%||80%|
|Program-specific||Send draft agreement||Various||5||80%||70%||2||80%||83%|
Overview of results
Transport Canada met or exceeded its performance targets for all of its service standards. Performance in 3 of 4 standards improved from last year, with notable improvements in:
- acknowledging receipt of applications (11% improvement)
- sending draft agreements (13% improvement)
Areas for improvement
Each program that did not meet the 2015-2016 performance target prepared a management action plan with steps to address performance issue(s).
We recently put in place an electronic process for approving and processing grant and contribution payments. We expect this new process to improve our performance for issuing payments in 2016-2017 and beyond. After the 2016-2017 year, we will review our service standards, metrics and performance targets to support continuous improvement in our funding programs.
For more information on our service standard performance as it relates to grant and contribution programs, or to make a complaint, contact the Centre of Expertise on Transfer Payments.
Centre of Expertise on Transfer Payments
Place de Ville Tower C, AHECA
Ottawa, ON K1A 0N5