Question and Answers
CMAC, Fall 2011
Transport Canada Marine Safety is currently reviewing and updating its service standards and developing performance measurements to better align itself with the Transport Canada Service Improvement Strategy as well as the goals of the Canada Shipping Act, 2001 (CSA, 2001).
This review highlights a citizen-focused service approach. Our plan is to update our service standards to reflect improvement of services and recent investments in infrastructure and technology while at the same time demonstrating Marine Safety’s commitment to the public and marine industry stakeholders.
While setting the standards, our responsibilities to continuously maintain and enhance safety and the protection of life, health, property and the marine environment remain paramount.
As well, the project aims to implement a uniform performance measurement information system that consolidates and streamlines all performance indicator data related to services and their respective service standards.
A1. A service is an activity that delivers a final product to a client, under the authority of a program, for the benefit of a target group.
A service standard is a public commitment to a level of service that a client can expect, under normal circumstances. A service standard includes a target, which is an internal measure of expected achievement. Service standards typically address timeliness, accuracy, and accessibility. As such, Marine Safety service standards:
For example, at Marine Safety, consider the Vessel Registry program, a first or reregistry application of a vessel will be processed within 30 working days.
A2. Performance indicators measure Service Standards; this measurement is usually a function of time, but also includes: impact of timeliness, accuracy and accessibility, level of effort required, nature and volume of transaction, and resource and infrastructure required to improve the service.
Further, services are measured by service standards, which (where applied) provide ways for directly measuring, tracking and publishing organizational performance results.
A3. The purpose of monitoring and measuring service standards are to:
A4. The major benefits of the Service Standard Review Project are to:
A5. TCMS is currently underway and in phase 1 of service standard development, as such, phase 1 of the project aims to complete proposal by the end of the current fiscal year (March 2012) and it is expected that new service standards will coming to effect by the end of 2012.
A6. TCMS publishes external service standards on its website at: http://www.tc.gc.ca/eng/marinesafety/service-standards-fees-321.htm
These standards communicated to the marine industry and the Canadian public through stakeholder consultations at the Canadian Maritime Advisory Council (CMAC), held nationally and regionally, twice a year.
Consulting the marine industry, stakeholders, and the general public enables TCMS to highlight our commitment to transparent management, accountability for results, and citizen-centered service delivery.
A7. All TCMS industry stakeholders should take part in the consultations, including:
A8. Implementation of a performance indicator measurement system through IT infrastructure updates and data entry software in regional offices will provide HQ with the raw data necessary to make a full review of the efficacy of service standards.
For example, within the Vessel Registry Program, small IT updates have provided this program with the ability to measure, in a function of time, the efficacy of the registry program. The clock starts upon receiving the complete registration application and stops upon the registration being sent out to the client.
A9. Three general performance indicators include measurements of timeliness, accuracy and accessibility. For the most part, Marine Safety collects data based on the timeliness of the service provided, usually calculated by the number of working days, under normal circumstance, a client can reasonably expect a service.
MS provides many services including inspections, examinations, registrations and approvals. It is essential to have these services provided in a timely manner. As such, we measure how consistently a certain program or regulation is meetings or exceeding its service standards.
A10. Service including, but not wholly limited to the following list:
To access the Portable Document Format (PDF) version you must have a PDF reader installed. If you do not already have such a reader, there are numerous PDF readers available for free download or for purchase on the Internet:
To order this document by e-mail, contact us at:email@example.com