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Service Standards
CMAC
November 7-10, 2011
Table of Contents
- Outline
- What is a Service Standard?
- Context
- Transport Canada Service Charter
- Proposed NWPP Service Standards
- What are the Benefits to Canadians of the Service Standard Review Project?
- When Will the Changes Take Effect?
- How are Service Standards Measured?
- Next Steps
- Comments / Questions
Outline
- The government recognizes the importance of service quality, and has made clear that this is a key responsibility of services to Canadians
- Consistent with this, service standards represent an important management tool for measuring, assessing, communicating and improving service performance
What is a Service Standard?
- 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
Context
- Transport Canada is committed to providing quality service to clients, companies, government departments, local government, interest groups and individuals
- Transport Canada Marine Safety is currently reviewing and updating its service standards and developing performance measurements
Transport Canada Service Charter
We pledge to:
- Serve you in the official language of your choice
- Treat you with respect and courtesy
- Identify ourselves when we speak to you
- Offer accurate, timely and helpful service
- Address your requests and inquiries quickly and effectively
- Clearly explain our decisions
- Explain how to appeal a decision, where possible
- Protect your private information according to the Access to Information Act and the Privacy Act
Proposed NWPP Service Standards
- Initial administration, screening and triage – 10 days
- Screening for mandate
- Document review assessment
- File and database review
- Screening for completeness of information provided
- Intermediate Administration – 30 days
- Interim Navigational Impact Assessment
- Referral to AbC, EA and others, as required
- Final Administration – 10 days
- Final Recommendation
- Operational and Administrative QA
- Preparation and forwarding of documents (i.e. Approvals, Denial letters etc.)
To be piloted October 3rd/11 to March 31st/12
What are the Benefits to Canadians of the Service Standard Review Project?
- Institutes regular review of client/stakeholder feedback in order to improve services
- Ensures consistent delivery of services within set timelines
based on client needs and available TC resources
- Each TC centre providing services must document whether service standards are met
- Simplifies and streamlines documentation by recording service standard performance as the service is provided
When Will the Changes Take Effect?
- TCMS service standards review is currently underway
- The project aims to complete the Service Standard Framework proposal by the end of the current fiscal year (March 31, 2012)
- We expect service standards to come into effect by the end of 2012
How are Service Standards Measured?
- Performance indicators measure the efficacy of
service standards
- For example, once a proponent submits all of the necessary documents, we will measure the time from the initial completed submission to the issuance of Ministry of Transport document
Exemple
| Service | Standard | Target |
|---|---|---|
| Processing an application for a small Marina on a large body of water | 50 working days | 80% |
Next Steps
- Create a web page to keep stakeholders and public informed on project progress
- Consult at the next National CMAC (Spring 2012) to determine final service standards
- Advise clients and stakeholders of new service standards via the web page
- Continue to review client/stakeholder feedback in order to improve service delivery
Comments / Questions
Send to:
Ousmane Alkaly
Policy Advisor
Regulatory Affairs & Quality Assurance
Telephone: 613-990-7673
Fax: 613-991-5670
E-mail: ousmane.alkaly@tc.gc.ca
Thank you
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Service Standards (496 KB) 
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