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Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2017-2018

Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2017-2018 (PDF Version, 580 KB)

August 2018

Agriculture and Agri-Food Canada's commitment to serve you better

At Agriculture and Agri-Food Canada (AAFC), we take pride in what we do. We are an organization that is dedicated to serving the community. AAFC is committed in developing and delivering client-focused, results-based programs and services. We are continuously working to deliver high quality service because we understand the importance of agriculture to our economy, communities, environment and health. Our Service Pledge further represents AAFC’s commitment to Canadians.

AAFC publishes service standards to highlight its commitment to transparent management, accountability for results, and citizen-centred service delivery. The Department continues to strive to ensure that published information is meaningful and relevant to clients.

Service standards are a statement of the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for telephone call and email responses, making funding decisions, processing recipient claims, and providing sector analysis reports. AAFC is committed to achieving its service standards a minimum of 80% of the time under normal circumstances. AAFC’s 23 programs and services have their service standards published on each program webpage. Performance data is collected on a quarterly basis throughout each fiscal year and reported publicly through our Service Standards Annual Report.

Continuous improvement

Having exceeded targets for 94 out of 100 service standards covering AAFC’s 23 programs and services, the 2017-18 Service Standard results were positive overall. As part of its Service Modernization Strategy, the Department continues to embrace methods to improve the effectiveness and efficiency of its service delivery.

AAFC is dedicated to continuously strengthening service objectives by using client input to help improve service delivery and program design. This year, some of the activities included the production of three Client Journey Maps:

  1. Small-Medium Enterprises Getting Ready to Export
  2. Client Experience Map: Using Agricultural Information, and
  3. Office of Intellectual Property and Commercialization

These maps were created by engaging AAFC clients and seeking their input on service delivery improvements.

Other initiatives included the piloting of a Client Satisfaction Index and continued testing of user-friendly online service features. Additionally in 2017-18, AAFC introduced real-time performance reporting for some programs on our website.

Your Feedback

Please share your comments, suggestions or complaints to AAFC’s Service and Program Excellence Directorate at:

standards-norms@ar.gc.ca

Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 8, Room 246
Ottawa, Ontario, K1A 0C6

Agriculture and Agri-Food Canada Programs and Services with Service Standards

AAFC is committed to achieving its service standards a minimum of 80% of the time under normal operational circumstances.

Access to Information and Privacy

Transactions Transactions completed Results
Access: Response is provided within 30 days following receipt of request 161 161 100%
Privacy: Response is provided within 30 days following receipt of request 32 32 100%

AgriCompetitiveness Program - Fostering Business Development

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 32 32 100%
Our goal is to acknowledge receipt of your application within 1 business day 2 2 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 3 3 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 3 3 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 11 11 100%

AgriInnovation Program – Industry-led Research and Development

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 337 323 96%
Our goal is to acknowledge receipt of your application within 1 business day 11 11 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 13 13 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 8 8 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 213 194 91%

AgriInnovation Program – Enabling Commercialization and Adoption

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 189 189 100%
Our goal is to acknowledge receipt of your application within 1 business day 7 7 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 11 4 36%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 6 6 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 48 46 96%

AgriInvest Program

Transactions Transactions completed Results
Percent of applications processed to issuance of the deposit notice 106,037 104,690 99%

AgriRisk Initiatives

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 24 22 92%
Our goal is to acknowledge receipt of your application within 1 business day 15 15 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 20 19 95%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 18 17 94%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 90 86 96%

AgriStability Program

Transactions Transactions completed Results
Percent of applications processed to issuance of the calculation of program benefits in 75 days or less 5,905 4,869 82%

AgriMarketing Program – Assurance Systems

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 34 34 100%
Our goal is to acknowledge receipt of your application within 1 business day 8 8 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 11 10 91%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 9 9 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 87 77 89%

AgriMarketing Program – Market Development – Generic

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 53 53 100%
Our goal is to acknowledge receipt of your application within 1 business day 4 4 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 3 3 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 3 3 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 124 111 90%

AgriMarketing Program – Market Development – Small and Medium Enterprises

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 232 229 99%
Our goal is to acknowledge receipt of your application within 1 business day 97 96 99%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 102 97 95%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 55 38 69%

Agricultural Greenhouse Gases Program

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 6 6 100%
Our goal is to acknowledge receipt of your application within 1 business day No data available for these three service standards as the program was not accepting applications in 2017-2018
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 28 27 96%

Agricultural Youth Green Jobs Initiative

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 2,222 2,209 99%
Our goal is to acknowledge receipt of your application within 1 business day 938 935 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 665 665 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 268 266 99%
Our goal is to send you a final agreement within 30 business days of receiving fully completed required documentation that meet the eligibility criteria 492 491 100%

Canadian Agricultural Adaption Program (2014-2019)

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 88 59 67%
Our goal is to acknowledge receipt of your application within 1 business day 12 10 83%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 11 11 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 8 8 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 22 21 95%

Canadian Soil Information Service (CanSIS)

Transactions Transactions completed Results
Our goal is to provide an estimated delivery date for information products within 3 business days 130 125 96%

Career Focus Program

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 402 398 99%
Our goal is to acknowledge receipt of your application within 1 business day 279 279 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 273 273 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 117 117 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 108 108 100%

Dairy Farm Investment Program

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 1,587 1,261 79%
Our goal is to acknowledge receipt of your application within 1 business day 3,404 3,404 100%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 3,228 3,117 97%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 426 426 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 145 143 99%

Dairy Processing Investment Fund

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 184 176 96%
Our goal is to acknowledge receipt of your application within 1 business day 126 105 83%
Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 18 15 83%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 8 8 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim No claims came due during reporting period

Domestic Statistics and Market Information – Horticulture

Transactions Transactions completed Results
Reports: Daily Update Frequency 446 421 94%
Reports: Weekly Update Frequency 378 305 81%
Reports: Monthly Update Frequency 46 41 89%
Reports: Annual Update Frequency 6 6 100%

Domestic Statistics and Market Information – Poultry and Eggs

Transactions Transactions completed Results
Reports: Weekly Update Frequency 2,366 2,267 96%
Reports: Monthly Update Frequency 60 57 95%
Reports: Annual Update Frequency 21 14 67%

Domestic Statistics and Market Information – Red Meat & Livestock

Transactions Transactions completed Results
Reports: Weekly Update Frequency 2,028 1,990 98%
Reports: Monthly Update Frequency 36 36 100%
Reports: Annual Update Frequency 55 25 45%

Farm Debt Mediation Service

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 5,928 5,810 98%
Our goal is to acknowledge receipt of your application within 1 business day 204 198 97%
Our goal is to notify if your application has been accepted or not by the end of the next business day 257 257 100%
Our goal is to have all necessary documentation sent to creditors and producer seven (7) business days prior to the mediation meeting 204 198 97%
Our goal is to schedule the first mediation meeting within 70 calendar days after acceptance of your application 206 168 82%

Geospatial Products

Transactions Transactions completed Results
Our goal is to provide an estimated delivery date for information products within 3 business days 190 174 92%

Market Access Single Window – Global Analysis

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 239 234 98%
Our goal is to provide an estimated delivery date for information products within 3 business days 249 245 98%

Market Access Single Window – Canada Brand

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 239 234 98%
Our goal is to provide an estimated delivery date for information products within 3 business days 249 245 98%

Market Access Single Window – Market Access Services and Tradeshows

Transactions Transactions completed Results
A receipt of acknowledgement will be sent the same business day 440 429 98%
Response to your inquiry will follow within five business days 440 429 98%

National Agroclimate Information Services (Drought Watch)

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 297 273 92%
Our goal is to provide an estimated delivery date for information products within 3 business days 122 117 96%

Office of Intellectual Property and Commercialization

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 20 20 100%
Our goal is to respond to a client's enquiry regarding posted licensing opportunities within 5 business days 62 59 95%
Our goal is to issue a draft Collaborative Research and Development Agreement (CRADA) for review 20 business days following receipt of all required documentation (work plan, budget, Science Director recommendation, and completed risk assessment) 40 39 98%
Our goal is to notify successful proponents 20 business days after the close of the Request for Proposal. (reported annually in Q4) 29 29 100%

Saint-Hyacinthe Research and Development Centre’s Industrial Program

Transactions Transactions completed Results
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 63 54 86%
Our goal is to acknowledge receipt of your application within 1 business day 37 33 89%
Our goal is to assess your application and send you an approval or a rejection decision notification within 10 business days 37 34 92%
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