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.

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.

Read the Grant and Contribution Service Standard Report Cards for 2014-2015 and 2015-2016 to learn more about our service standard performance.

For more information on our commitment to providing excellent service, see our Service Charter.

Acknowledging receipt of an application

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).

Issuing payment

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.

Grant and Contribution Service Standard Report Card – 2014-2015

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.

Grant and Contribution Service Standard Report Card – 2015-2016

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.

Contact the Centre of Expertise on Transfer Payments

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.

Mailing address:

Centre of Expertise on Transfer Payments
Transport Canada
Place de Ville Tower C, AHECA
Ottawa, ON K1A 0N5

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