Service Standards Initiative
Service Standards Initiative
In keeping with our commitment to continuously improve the quality of our services to our stakeholders, Civil Aviation has adopted a new initiative to improve service standards:
Transport Canada Civil Aviation
Service Standards Activities
(with and without charges)
TP 14984E (04/2010)
The Service Standards Activities document provides Civil Aviation stakeholders, employees and the public with a central resource describing Civil Aviation services, as well as the related timelines and any applicable fees for each service.
Service Standards Activities Document
Click on a topic below to expand the list:
What is the Civil Aviation Service Standards Activities document?
For the first time, a full listing of all services offered by Civil Aviation is now available in one central document, including:
- A brief description and characteristics of each service.
- The timeline for delivering most services, including the range of normal processing time and maximum number of days required to provide a service.
- The fees for services with associated costs to stakeholders.
- The listing of services that do not have associated fees.
What is the purpose of the Service Standards Activities document?
To provide Civil Aviation stakeholders and employees with:
- A central resource where stakeholders can find the information about Civil Aviation services in one place.
- Clear, consistent information that is accessible and easy to find.
- A full inventory of all services that Civil Aviation provides to our stakeholders.
- Clear expectations about stakeholders’ role in providing complete and accurate information so that Civil Aviation employees can provide the services they need.
Old Service Standards Documents Now Cancelled:
The timelines, fees and descriptions for Civil Aviation service standards were published in seven different documents. The following existing documents are now cancelled, effective April 1st 2010:
Policy Letter GEN-005
Aircraft Maintenance and Manufacturing
Maintenance and Manufacturing Staff Instructions #29
Commercial and Business Aviation
Policy Letter No. 143
Civil Aviation Medicine
Levels of Service — 2005
General Aviation Policy Letter 2002-02
Understanding Service Standards Changes and New Additions
What do employees need to do?
- Have a good understanding of the information in the sections that directly apply to your job and your branch.
- Be able to answer stakeholder questions and find information easily and quickly.
- Be knowledgeable with the other sections and document as a whole.
Communicating with Stakeholders
On April 1, 2010 stakeholders received the information about the Service Standards Activities document.
Civil Aviation employees play a key role in communicating with stakeholders about our service standards and the new Service Standards Activities document that is available to stakeholders.
To help us achieve this, we were provided with a briefing from our National Integrated Management System Action Team representative.
Benefits for Employees and Stakeholders
Publishing this information in one central place will make it easier for:
- Civil Aviation employees to find the information you need, to provide a high quality of service to stakeholders.
- Civil Aviation branches and regions to update the Service Standards document as changes to services, timelines and fees occur.
- Stakeholders to understand and have clear expectations about how long it takes to provide services, the related cost and when to expect their services to be completed.
Questions and Answers
What are Service Standards and why do we need them?
Service standards provide Civil Aviation stakeholders with the knowledge about:
- what they should expect from Civil Aviation.
- how services will be delivered and what they cost.
- what stakeholders can do when services they receive are not acceptable.
Civil Aviation is working to ensure that our service standards are aligned with the guidelines laid out by the Treasury Board. Click here for more information about the Treasure Board Service Standards initiative.
What is our stakeholders' role in helping us provide quality service?
Our stakeholders must provide required information accurately, present themselves on time, be able to explain their situation in order to receive the quality of service delivery described in service standards.
But it is up to us to ensure that they understand what their role is and the requirements that they must fulfill in order for us to meet the standards we have set.
Other related documents and links:
Civil Aviation Directive (CAD) QUA-009 -
Civil Aviation Service Standards Framework
Staff Instruction (SI) QUA-010 -
Civil Aviation Service Standards Improvement Process
- Transport Canada’s External Service Standards
Performance Reports on Level of Service:
A Service Standards Measurement Initiative!
To help us achieve our goals in providing quality service and continuously improve our services to stakeholders, Civil Aviation has added a component to our processes that will enable us to measure our service standards for services with related fees.
This new measurement component is being introduced very gradually to each region, in a phased-in approach, over the next several years. All employees will receive training on the software and any changes to current processes.
- The Atlantic region is presently measuring service standards starting in 2010.
- Other regions and branches – The next phase of the roll-out is in progress.
- The Ontario region has already begun measuring service standards through a pilot project.
Please click HERE to access the Performance Reports.
You may obtain further information by contacting Transport Canada Civil Aviation (TCCA) at 1 800 305-2059 or by emailing firstname.lastname@example.org
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