National Service Performance Reports – Services without fees – 2013-2014

Transport Canada - Civil Aviation

Level of Service Summary Regulatory Fee: No

(Adjusted for Client Response Time)

Transactions Completed Between: 4/1/2013 to 3/31/2014

For BRANCH:  AARO, MA, NA, PA, RA, TA

Date Produced: 4/25/2014 ATS-10

Time Produced: 9:41:35AM

Sub Activity Service Standards Total # of transactions Within Normal Service Standard Level Within Maximum Service Standard Level Within Service Standard Beyond Maximum Service Standard Level Average Days
Normal Days Maximum Days # % # % # % # % Adjusted Average Days
# Adj % Adj # Adj % Adj # Adj % Adj # Adj % Adj
1.1 - Acting memo 30 30 1 1 100% 0 0% 1 100% 0 0% 28.0
1 100% 0 0% 1 100% 0 0% 28.5
1.2 - Agenda item request 5 5 1 0 0% 0 0% 0 0% 1 100% 78.0
0 0% 0 0% 0 0% 1 100% 78.0
1.3 - Facility requirement 60 60 1 1 100% 0 0% 1 100% 0 0% 1.0
1 100% 0 0% 1 100% 0 0% 1.0
1.4 - General 30 30 76 72 95% 0 0% 72 95% 4 5% 7.5
72 95% 0 0% 72 95% 4 5% 7.5
1.5 - Ministerial inquiry 15 15 1 1 100% 0 0% 1 100% 0 0% 16.0
1 100% 0 0% 1 100% 0 0% 16.0
1.6 - Project 30 30 2 0 0% 0 0% 0 0% 2 100% 80.0
0 0% 0 0% 0 0% 2 100% 80.0
1.8 - Refund request 5 5 56 23 41% 0 0% 23 41% 33 59% 19.4
23 41% 0 0% 23 41% 33 59% 19..4
1.9 - Staffing request 10 10 2 2 100% 0 0% 2 100% 0 0% 7.5
2 100 0 0% 2 100% 0 0% 7.5
1.11 - Risk Assessment 30 30 1 0 0% 0 0% 0 0% 1 100% 59.0
0 0% 0 0% 0 0% 1 100% 59.0
1.12 - Suspend, cancel, refuse to issue, renew canadian aviation doc 2 2 276 14 14% 0 0% 14 14% 83 86% 51.9
20 21% 0 0% 20 21% 77 79% 34.6
1.14 - Correspondence 5 5 34 25 74% 0 0% 25 74% 9 26% 9.4
25 74% 0 0% 25 74% 9 26% 9.4
1.15 - Process or procedure document 90 90 3 2 67% 0 0% 2 67% 1 33% 42.3
3 100% 0 0% 3 100% 0 0% 21.0
1.18 - Briefing note 10 30 1 0 0% 0 0% 0 0% 1 100% 113.0
0 0% 0 0% 0 0% 1 100% 113.0
1.19 - Guidnace request 15 30 1 1 100% 0 0% 1 100% 0 0% 12.0
1 100% 0 0% 1 100% 0 0% 12.0
2.1 - General inquiry 30 30 3,857 3700 96% 0 0% 3700 96% 157 4% 5.6
3704 96% 0 0% 3704 96% 153 4% 5.5
2.2 - Change of address 10 10 1,394 1110 80% 0 0% 1110 80% 284 20% 7.3
1111 80% 0 0% 1111 80% 283 20% 7.2
2.3 - Informal access to information
request
30 30 5 5 100% 0 0% 5 100% 0 0% 11.8
5 100% 0 0% 5 100% 0 0% 11.8
2.4 - Informal privacy request 30 30 18 8 44% 0 0% 8 44% 10 56% 48.5
8 44% 0 0% 8 44% 10 56% 48.5
2.7 - Noise complaint 30 30 27 22 81% 0 0% 22 81% 5 19% 23.1
22 81% 0 0% 22 81% 5 19% 23.1
2.8 - Other 30 30 786 653 83% 0 0% 653 83% 134 17% 17.1
663 84% 0 0% 663 84% 124 16% 15.9
2.9 - Replacement of mutilated lost or destroyed document 20 10 1 1 100% 0 0% 1 100% 0 0% 3.0
1 100% 0 0% 1 100% 0 0% 3.0
2.14 - Status of an earlier request 2 2 300 286 95% 0 0% 286 95% 14 5% 1.9
286 95% 0 0% 286 95% 14 50% 1.9
2.15 - Request for education/promotional presentation 60 60 9 9 100% 0 0% 9 100% 0 0% 18.0
9 100% 0 0% 9 100% 0 0% 18.0
2.18 - Request for an extension (ppc,
aircraft, sim, ground training)
1 5 461 267 58% 102 22% 369 80% 92 20% 6.8
267 58% 102 22% 369 80% 92 20% 6.8
2.19 - Change of personal information
other than address
10 10 82 63 77% 0 0% 63 77% 19 23% 8.7
66 80% 0 0% 66 80% 16 20% 8.0
3.1 - Cadors follow up 30 30 192 142 74% 0 0% 142 74% 50 26% 22.7
156 81% 0 0% 156 81% 36 19% 17.3
3.1 - Cadors follow up CAP request letter sent Aug 21, 2013, phoned sept 13 CAPS received October 1. 30 30 1 1 100% 0 0% 1 100% 0 0% 31.0
1 100% 0 0% 1 100% 0 0% 31.0
3.2 - Falling object investigation 1 1 3 0 0% 0 0% 0 0% 3 100% 27.0
0 0% 0 0% 0 0% 3 100% 27.0
3.3 - Other 30 30 9 3 33% 0 0% 3 33% 6 67% 85.4
4 44% 0 0% 4 44% 5 56% 78.9
5.1 - Exemption request 30 90 1 0 0% 1 100% 1 100% 0 0% 47.0
1 100% 0 0% 1 100% 0 0% 12.0
7.5 - Deregistration of an aircraft 1 3 402 220 55% 70 17% 290 72% 112 28% 6.2
271 67% 64 16% 335 83% 67 17% 4.0
7.11 - Notification of change of owners(s) 30 30 310 267 86% 0 0% 267 86% 43 14% 15.7
268 86% 0 0% 268 86% 42 14% 15.3
7.12 - Aircraft leasing advisory, extension, termination, other 30 30 446 402 90% 0 0% 402 90% 44 10% 14.5
404 91% 0 0% 404 91% 42 9% 14.1
7.13 - Flight time reporting 30 30 8 1 13% 0 0% 1 13% 7 88% 80.3
1 13% 0 0% 1 13% 7 88% 80.3
7.14 - Idera request 10 10 6 4 67% 0 0% 4 67% 2 33% 13.2
5 83% 0 0% 5 83% 1 17% 7.5
8.5 - Annual airworthiness inspection
reporting
30 30 2 1 50% 0 0% 1 50% 1 50% 25.5
1 50% 0 0% 1 50% 1 50% 25.5
8.9 - Aircraft inspection 5 5 31 15 48% 0 0% 15 48% 16 52% 16.7
17 55% 0 0% 17 55% 14 45% 12.8
8.10 - Deviation to maintenance schedule, tasks or intervals 30 30 2 2 100% 0 0% 2 100% 0 0% 7.0
2 100% 0 0%   100% 0 0% 7.0
10.1 -Schedule written exam(s) 10 30 5 5 100% 0 0% 5 100% 0 0% 2.0
5 100% 0 0% 5   100% 0 0% 2.0
10.4 - Chief pilot 1 20 10 6 60% 2 20% 8 80% 2 20% 10.4
6 60% 2 20% 8 80% 2 200% 10.4
10.6 - Person responsible for maintenance 1 20 4 3 75% 1 25% 4 100% 0 0% 3.5
3 75% 1 25% 4 100% 0 0% 3.5
10.9 - Request for an early examination
rewrite
5 5 175 149 85% 0 0% 149 85% 26 15% 4.3
153 87% 0 0% 153 87% 22 13% 3.7
11.1 - Flight test appointment 15 30 2 1 50% 0 0% 1 50% 1 50% 35.5
1 50% 0 0% 1 50% 1 50% 35.5
12.17 - Student pilot permit data entry 30 40 3,090 2386 77% 379 12% 2765 89% 325 11% 16.7
2398 78% 379 12% 2777 90% 313 10% 16.3
12.18 - Verification letter 10 10 696 664 95% 0 0% 664 95% 32 5% 4.0
668 96% 0 0% 668 96% 28 4% 3.8
12.19 - Issue aerobatic competency certificate 10 20 1 1 100% 0 0% 1 100% 0 0% 5.0
1 100% 0 0% 1 100% 0 0% 5.0
12.20 - Aviation language proficiency
test
30 30 1,879 1837 98% 0 0% 1837 98% 42 2% 7.8
1883 98% 0 0% 1837 98% 42 2% 7.8
12.21 - Aviation document booklet
renewal
20 40 6,349 5480 86% 759 12% 6239 98% 110 2% 10.8
5639 89% 635 10% 6274 99% 75 1% 9.4
13.4 - Issue a private operator
certificate
60 120 1 0 0% 0 0% 0 0% 1 100% 181.0
1 100% 0 0% 1 100% 0 0% -16.0
13.5 - Amend a private operator
certificate
30 90 21 8 38% 9 43% 17 81% 4 19% 60.2
11 52% 7 33% 18 86% 3 14% 50.3
13.6 - Amend a private operator
certificate - New aircraft type
30 90 11 3 27% 6 55% 9 82% 2 18% 54.9
9 82% 1 9% 10 91% 1 9% 28.0
13.44 - Issue special flight operations
certificate - Parachuting
10 20 14 10 71% 4 29% 14 100% 0 0% 8.4
11 79% 3 21% 14 100% 0 0% 8.0
13.45 - Issue special flight operations
certificate - Unmanned air vehicle
10 20 527 210 40% 179 34% 389 74% 138 26% 19.2
227 43% 191 36% 418 79% 109 21% 16.6
13.46 - Issue special flight operations
certificate - Other
10 20 37 17 46% 10 27% 27 73% 10 27% 27.5
17 46% 11 30% 28 76% 9 24% 26.6
13.48 - Aerodrome registration 90 90 8 7 88% 0 0% 7 88% 1 13% 41.4
8 100% 0 0% 8 100% 0 0% 21.9
14.9 - Ammend a certificate of approval (Maint, Manuf, Distrib) 30 90 5 5 100% 0 0% 5 100% 0 0% 7.0
5 100% 0 0% 5 100% 0 0% 7.0

15.8 - Flight training device approval-initial

20 40 4 1 25% 2 50% 3 75% 1 25% 32.8
2 50% 1 25% 3 75% 1 25% 27.8
15.9 - Flight training device approval -
Renewal
20 40 3 2 67% 1 33% 3 100% 0 0% 19.0
3 100% 0 0% 3 100% 0 0% 13.7
15.10 - Maintenance agreement approval 5 5 13 9 69% 0 0% 9 69% 4 31% 21.8
9 69% 0 0% 9 69% 4 31% 21.7
15.11 - Flight permit authorization -
company
30 30 15 14 93% 0 0% 14 93% 1 7% 12.9
14 93% 0 0% 14 93% 1 7% 10.7
15.14 - Recertification of parts - Company approval 30 30 3 3 100% 0 0% 3 100% 0 0% 15.7
3 100% 0 0% 3 100% 0 0% 15.7
15.16 - Design approval organization -
approval / renewal / amendment
30 30 1 1 100% 0 0% 1 100% 0 0% 28.0
1 100% 0 0% 1 100% 0 0% 28.0
15.17 - Approved engineering
organization - approval / renewal /
amendment
30 30 1 1 100% 0 0% 1 100% 0 0% 3.0
1 100% 0 0% 1 100% 0 0% 3.0
15.20 - Rocket launch authority 10 20 5 3 60% 1 20% 4 80% 1 20% 15.0
3 60% 1 20% 4 80% 1 20% 14.2
15.21 - Obstacle assessment 30 60 1,310 790 60% 436 33% 1226 94% 84 6% 30.0
835 64% 435 33% 1270 97% 40 3% 27.1
15.22 - Initial certification of a flight
simulation training device (FSTD)
30 60 19 13 68% 1 5% 14 74% 5 26% 30.2
13 68% 1 5% 14 74% 5 26% 30.2
15.23 - Recurrent qualification - Flight
simulation trg. device - FSTD
30 60 49 40 82% 9 18% 49 100% 0 0% 15.0
40 82% 9 15% 49 100% 0 0% 15.0
15.24 - Minimum equipment list - Initial 60 60 4 4 100% 0 0% 4 100% 0 0% 35.0
4 100% 0 0% 4 100% 0 0% 35.0
15.25 - Minimum equipment list -
Amendment
60 60 37 32 86% 0 0% 32 86% 5 14% 31.6
33 89% 0 0% 33 89% 4 11% 26.6
15.27 - AME - Technical examination
approval
60 120 72 64 89% 5 7% 69 96% 13 4 24.6
68 94% 4 6% 72 100% 0 0% 10.2
15.28 - AME - Approval to write
regulatory exam
30 30 39 30 77% 0 0% 30 77% 9 23% 26.4
33 85% 0 0% 33 85% 6 15% 16.2
15.30 - Authorization - Alternate means
of compliance
30 30 28 22 79% 0 0% 22 79% 6 21% 22.4
22 79% 0 0% 22 79% 6 21% 21.6
15.39 - Authorization to amend or attach data plate 30 30 2 2 100% 0 0% 2 100% 0 0% 3.0
2 100% 0 0% 2 100% 0 0 3.0
15.42 - Training program ammendment approval 30 45 1 0 0% 0 0% 0 0% 1 100% 60.0
0 0% 0 0% 0 0% 1 100% 60.0
16.1 - Audit 20 30 7 4 57% 0 0% 4 57% 3 43% 33.9
4 57% 0 0% 4 57% 3 43% 33.9
16.2 - Assessment-car 705 30 40 3 2 67% 0 0% 2 67% 1 33% 16.0
2 67% 0 0% 2 67% 1 33% 16.0
16.3 - Assessment 22 32 4 1 25% 0 0% 1 25% 3 75% 104.3
1 25% 0 0% 1 25% 3 75% 104.3
16.5 - Program validation inspection 18 28 103 20 19% 1 1% 21 20% 82 80% 79.3
20 19% 1 1% 21 20% 62 80% 79.3
16.6 - Process inspection 4 8 12 0 0% 2 17% 2 17% 10 83% 65.4
0 0% 2 17% 2 17% 10 83% 65.4
16.8 - Conformity inspection - domestic 30 30 1 1 100% 0 0% 1 100% 0 0% 6.0
1 100% 0 0% 1 100% 0 0% 6.0
16.9 - Follow up activity-assessment 60 200 4 4 100% 0 0% 4 100% 0 0% 11.3
4 100% 0 0% 4 100% 0 0% 11.3
16.10 - Follow up activity-pvi 60 100 8 7 88% 0 0% 7 88% 1 13% 25.8
7 88% 0 0% 7 88% 1 13% 25.8
16.13 - Inspection - Special purpose 15 15 3 2 67% 0 0% 2 67% 1 33% 7.3
2 67% 0 0% 2 67% 1 33% 7.3
16.15 - Inspection -Inflight 3 3 1 0 0% 0 0% 0 0% 1 100% 15.0
0 0% 0 0% 0 0% 1 100% 15.0
16.16 - Inspection - Ramp 3 3 2 1 50% 0 0% 1 50% 1 50% 79.5
1 50% 0 0% 1 50% 1 50% 79.5
16.17 - Monitoring - Inflight 3 3 2 1 50% 0 0% 1 50% 1 50% 16.0
1 50% 0 0% 1 50% 1 50% 16.0
16.19 - Safety oversight monitoring
activity
30 30 44 28 64% 0 0% 28 64% 16 36% 22.0
28 64% 0 0% 28 64% 16 36% 22.0
16.20 - Corrective action plan 10 10 59 11 19% 0 0% 11 19% 48 81% 49.4
15 25% 0 0% 15 25% 44 75% 40.6
16.20 - Corrective action plan. Rejected CAPS sent Nov 5, 2013 #2 set of CAPS recieved Nov 26. 10 10 1 0 0% 0 0% 0 0% 1 100% 139.0
0 0% 0 0% 0 0% 1 100% 139.0
17.1 - Initial manual approval 60 60 106 86 81% 0 0% 86 81% 20 19% 39.0
94 89% 0 0% 94 89% 12 11% 33.7
17.2 - Manual amendment 60 60 1,152 1031 89% 0 0% 1031 89% 121 11% 25.3
1046 91% 0 0% 1046 91% 106 9% 23.5
17.2 - Manual amendment 60 60 1 1 100% 0 0% 1 100% 0 0% 18.0
1 100% 0 0% 1 100% 0 0% 18.0
18.1 - Authorized person appointment 60 60 168 145 86% 0 0% 145 86% 23 14% 30.0
154 92% 0 0% 154 92% 14 8% 24.3
18.2 - Authorized examination invigilator
appointment / renewal
60 60 25 24 96% 0 0% 24 96% 1 4% 21.7
24 96% 0 0% 24 96% 1 4% 19.2
18.3 - Pilot examiner appointment /
renewal
40 60 68 42 62% 14 21% 56 82% 12 18% 37.7
50 74% 10 15% 60 88% 8 12% 29.0
18.4 - Approved check pilot 15 30 314 176 56% 59 19% 235 75% 79 25% 24.0
178 57% 61 19% 239 76% 75 24% 22.9
18.5 - Minister's delegate - Maintenance
appointment / renewal
15 30 25 5 20% 2 8% 7 28% 18 72% 59.3
5 20% 2 8% 7 28% 18 72% 58.6
18.7 - Minister's delegate - Recreational
aviation appointment / renewal
40 40 1 0 0% 0 0% 0 0% 1 100% 167.0
0 0% 0 0% 0 0% 1 100% 167.0
18.8 - Design approval representative appointment/Renewal 60 60 1 1 100% 0 0% 1 100% 0 0% 51.0
1 100% 0 0% 1 100% 0 0% 51.0
18.10 - Delegate monitor 20 20 298 198 66% 0 0% 198 66% 100 34% 23.4
198 66% 0 0% 198 66% 100 34% 23.2
18.11 - Accountable executive 10 10 25 9 36% 0 0% 9 36% 16 64% 40.1
9 36% 0 0% 9 36% 16 64% 36.0
18.12 - Person responsible for
maintenance
60 60 22 22 100% 0 0% 22 100% 0 0% 18.5
22 76% 0 0% 22 100% 0 0% 17.8
18.13 - Person responsible for
quality
60 60 3 2 67% 1 33% 3 100% 0 0% 18.3
3 100% 0 0% 3 100% 0 0% 12.7
18.14 - Chief pilot 60 60 17 14 82% 0 0% 14 82% 3 18% 38.8
14 82% 0 0% 14 82% 3 18% 35.4
18.15 - Operations manager 40 40 13 10 77% 0 0% 10 77% 3 23% 29.8
10 77% 0 0% 10 77% 3 23% 29.0
18.16 - Chief flying instructor
acknowledgement
5 5 9 3 33% 0 0% 3 33% 6 67% 17.3
3 33% 0 0% 3 33% 6 67% 17.3
18.17 - Flight test record 30 30 29 14 48% 0 0% 14 48% 15 52% 25.0
14 48% 0 0% 14 48% 15 52% 25.0
18.18 - Aviation language proficiency
test examiner appointment / renewal
60 60 38 35 92% 0 0% 35 92% 3 8% 27.4
37 97% 0 0% 37 97% 1 3% 18.7
18.19 - Flight attendant manager 60 30 5 4 80% 0 0% 4 80% 2 40% 29.2
5 100% 0 0% 5 100% 1 20% 16.4
18.20 - Maintenance manager 30 30 1 0 0% 0 0% 0 0% 1 100% 55.0
0 0% 0 0% 0 0% 1 100% 55.0
18.21 - Approved check dispatcher 30 30 32 31 97% 0 0% 31 97% 1 3% 11.8
31 97% 0 0% 31 97% 1 3% 11.8
19.1 - Aviation activities 30 30 5 5 100% 0 0% 5 100% 0 0% 9.8
5 100% 0 0% 5 100% 0 0% 9.8
19.2 - Airspace restriction (aeronautics
act s5.1)
2 2 24 4 17% 0 0% 4 17% 20 83% 30.5
4 17% 0 0% 4 17% 20 83% 28.0
19.4 - Notam advisory 30 30 46 40 87% 0 0% 40 87% 6 13% 15.3
40 87% 0 0% 40 87% 6 13% 15.3
20.1 - Airport zoning 520 520 10 10 100% 0 0% 10 100% 0 0% 27.0
10 100% 0 0% 10 100% 0 0% 27.0
20.2 - Airspace structure,
classification & designation
30 60 2 2 100% 0 0% 2 100% 0 0% 19.5
2 100% 0 0% 2 100% 0 0% 19.5
20.5 - Public consultation 30 30 4 3 75% 0 0% 3 75% 1 25% 29.3
3 75% 0 0% 3 75% 1 25% 29.3
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