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Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2019-2020

September 2020

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 public. AAFC continues to be committed to developing and delivering client-focused, results based programs and services. We are continuously working to provide high quality service because we understand the importance of agriculture to our economy, communities, environment and health.

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

Service standards are a statement to the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for telephone calls and email responses, making funding decisions, processing recipient claims, and providing sector analysis reports. AAFC is committed to achieving its posted target for each service standard under normal circumstances. AAFC’s 39 programs and services have their service standards published on each program web page. Performance data is collected throughout each fiscal year and reported publicly on the AAFC website each quarter and summarized in our Service Standards Annual Report.

Continuous improvement

AAFC met or exceeded targets for 104 out of 118 service standards, covering 39 programs and services. (Where there are no transactions registered related to a service standard, the result is indicated as “N/A” [not applicable] and not used in the calculation of the department’s overall service standard performance.) In an effort to improve the service standards, AAFC is dedicated to continuously strengthening service objectives by using client input to improve service delivery and program design.

In 2019-2020, AAFC received client feedback on the relevance of service standards and solicited suggestions on how to make them more applicable to a client’s business decisions. Generally, the feedback indicated that clients felt the service standards were relevant and realistic. There are always ways to improve and AAFC will seek new ways of implementing clients recommendations.

For fiscal year 2020-2021, AAFC will review its service standards to ensure they continue to be relevant in the changing environment. The impacts of the COVID-19 pandemic has affected the way AAFC delivers programs and it is anticipated that effects will be evident in the 2020-2021 performance results. An assessment of program delivery during the unprecedented pandemic will help to identify areas of improvement while highlighting areas of strength that should be continued as daily life returns to a new normal.

Your feedback

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

aafc.standards-normes.aac@canada.ca
Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 7, Room 150
Ottawa, Ontario, K1A 0C6

AAFC programs and services with service standards

AAFC is committed to achieving its posted targets under normal operational circumstances.

In 2019-2020, the world witnessed unprecedented events that affected daily life and routine as a result of the COVID-19 pandemic. Businesses had to learn to operate in a socially distanced environment including working from home. AAFC worked to deliver its services within established service standards, but due to these extraordinary circumstances caused by COVID-19, some services took longer to deliver than published service standards. All percentages in the tables are rounded to the nearest tenth.

Access to Information and Privacy

Service standard Target (%) Results for 2019–2020 annual (%)
Access: Response is provided within 30 days following receipt of request 100 100.0
Privacy: Response is provided within 30 days following receipt of request 100 100.0

AgriAssurance Program: National Industry Association Component

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 83.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 80.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

AgriAssurance Program: Small and Medium-sized Enterprise

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 93.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 75 business days of receiving a fully complete applicant package 80 64.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

AgriCompetitiveness

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 97.0
Acknowledge receipt of your application within 1 business day 80 No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

Agricultural Clean Technology Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 96.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

Agricultural Greenhouse Gases

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 No data available
Acknowledge receipt of your application within 1 business day 80 No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 No data available
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 95.0

Agricultural Youth Green Jobs Initiative

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day 80 100.0
Acknowledge receipt of your application within 1 business day 80 No data available
Send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package 80 No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim 80 100.0

AgriDiversity

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 92.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 95.0

AgriInnovate

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 93.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 50.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 90.0

AgriInvest

Service standard Target (%) Results for 2019–2020 annual (%)
Percentage of applications processed to issuance of the deposit notice in 45 days or less 85 99.0

AgriMarketing: National Industry Association Component

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 97.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 67.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 97.0

AgriMarketing: Small and Medium-sized Enterprise

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 91.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 76.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 92.0

AgriRisk Initiatives: Administrative Capacity Stream

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 0.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

AgriRisk Initiatives: Research and Development Contribution Funding Stream

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 94.0
Acknowledge receipt of your application within 1 business day 80 No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 0.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

AgriRisk Initiatives: Microgrants

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 75.0
Acknowledge receipt of your application within 1 business day 80 No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 No data available
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

AgriScience: Projects

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 94.0
Acknowledge receipt of your application within 1 business day 80 88.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 78.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 98.0

AgriStability

Service standard Target (%) Results for 2019–2020 annual (%)
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less 75 88.0

Canada Brand

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 91.0
Acknowledge receipt of your application within 1 business day 80 94.0
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented claim 80 85.0

Canada Pavilion Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you a final approval or rejection notification within 48 hours of receiving a fully complete applicant package 80 98.0

Canadian Agricultural Strategic Priorities Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 94.0
Acknowledge receipt of your application within 1 business day 80 85.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 30.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

Canadian Soil Information System

Service standard Target (%) Results for 2019–2020 annual (%)
Provide an estimated delivery date for information products within 3 business days 80 95.0

Career Focus Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Assess your application send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 98.0

Dairy Direct Payment Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day 80 100.0

Dairy Farm Investment Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 95.0
Acknowledge receipt of your application within 1 business day 80 99.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 47.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 88.0

Dairy Processing Investment Fund

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 89.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 56.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 94.0

Domestic Statistics and Market Information – Horticulture

Service standard Target (%) Results for 2019–2020 annual (%)
Reports: Daily update frequency 80 92.0
Reports: Weekly update frequency 80 76.0
Reports: Monthly update frequency 80 90.0
Reports: Annual update frequency 80 100.0

Domestic Statistics and Market Information – Poultry and Egg

Service standard Target (%) Results for 2019–2020 annual (%)
Reports: Daily update frequency 80 No data available
Reports: Weekly update frequency 80 93.0
Reports: Monthly update frequency 80 91.0
Reports: Annual update frequency 80 90.0

Domestic Statistics and Market Information – Red Meat and Livestock

Service standard Target (%) Results for 2019–2020 annual (%)
Reports: Daily update frequency 80 No data available
Reports: Weekly update frequency 80 97.0
Reports: Monthly update frequency 80 92.0
Reports: Annual update frequency 80 89.0

Farm Debt Mediation Service

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Acknowledge receipt of your application within 1 business day 80 100.0
Have all necessary documentation sent to creditors and producers 7 business days prior to the mediation meeting 80 86.0
Schedule the first mediation meeting within 70 calendar days after acceptance of your application 80 80.0

Geospatial Products

Service standard Target (%) Results for 2019–2020 annual (%)
Provide an estimated delivery date for information products within 3 business days 80 100.0

Global Analysis

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 99.0
Provide an estimated delivery date for information products within 3 business days 80 99.0

Indigenous Agriculture and Food Systems

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 98.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 95.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 50.0

Living Laboratories Initaitive: Collaborative Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 95.0
Acknowledge receipt of your application within 1 business day 80 100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 100.0

Local Food Infrastructure Fund: Infrastructure and Equipment Improvement Projects

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 99.0
Acknowledge receipt of your application within 1 business day 80 96.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 89.0

Market Access Services

Service standard Target (%) Results for 2019–2020 annual (%)
A receipt of acknowledgement will be sent the same business day 80 99.0
Response to inquiry will follow within 5 business days 80 89.0

National Agro Climate Information Services (Drought Watch)

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 90.0
Provide an estimated delivery date for information products within 3 business days 80 95.0

Office of Intellectual Property and Commercialization

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Issue a draft Corporate Research and Development Agreement (CRADA) for review 20 days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment) 80 91.0
Respond to a clients enquiry regarding posted licensing opportunities within 5 business days 80 100.0
Notify successful proponents 20 business days after the close of the request for proposals (reported annually in Q4) 80 100.0

Saint-Hyacinthe Research and Development Centre

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 97.0
Acknowledge receipt of your application within 1 business day 80 97.0
Assess your application and send you an approval or rejection notification within 10 business days 80 100.0

Youth Employment and Skills Program

Service standard Target (%) Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day 80 100.0
Acknowledge receipt of your application within 1 business day 80 100.0
Assess your application and send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package 80 100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim 80 98.0
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