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Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2016-2017

Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2016-2017 (PDF Version, 603 KB)

July 2017

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

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

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 meaningful and relevant to clients.

Service Standards publicly state the level of performance that Canadians can reasonably expect from AAFC under normal circumstances. These standards include turnaround times for returning telephone calls and emails, making funding decisions, processing recipient claims, providing sector analysis and 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 published Service Standards on each program webpage. Performance data is collected on a quarterly basis throughout each fiscal year and reported publicly through our annual Service Standards Report.

Continuous improvement

Having exceeded targets for 73 out of 78 service standards covering AAFC's 23 programs and services, the 2016-17 Service Standard results were positive overall. As part of its Service Modernization Strategy, the Department continues to embrace methods for improving the effectiveness and efficiency of its service delivery, including improving the timeliness to assess Grants and Contribution applications and the processing of claims.

AAFC is committed to using client feedback to help drive improvements in service delivery and program design such as Service Standards performance results. In addition, this year some of the activities included the continued expansion of client engagement with the production of a Client Journey Map for the AgriStability and AgriInvest programs, the addition of the Career Focus Program to our ongoing Client Feedback Surveys and the implementation of client usability testing of new online service features.

AAFC is committed to further refining its overall approach to Service Standard performance reporting, including greater consistency of, and improving client access to, Service Standards and related performance information. In 2016-17, AAFC began quarterly reporting of service standards performance to allow clients to make informed choices when accessing AAFC programs and services.

Feedback

Your views are important to us as we continue our efforts to improve service. Please e-mail aafc.standards-normes.aac@canada.ca or mail your comments, suggestions or complaints to AAFC's Service and Program Excellence Directorate at:

Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 7, Room 314
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 circumstances.

Access to Information and Privacy (ATIP)

Transactions Transactions completed Met Service Standard
Access: Response is provided within 30 days following receipt of request 274 274 100%
Privacy: Response is provided within 30 days following receipt of request 14 14 100%

AgriCompetitiveness Program - Fostering Business Development

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 37 34 92%
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 2 2 100%
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 10 9 90%

Agricultural Greenhouse Gases Program

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 84 79 94%
Our goal is to acknowledge receipt of your application within 1 business day 41 41 100%
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 41 21 51%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 19 19 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 3 3 100%

Agricultural Youth Green Jobs Initiative

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 1,258 1,236 98%
Our goal is to acknowledge receipt of your application within 1 business day 227 225 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 228 221 97%
Our goal is to send you a final agreement within 30 business days of receiving fully completed required documentation that meet the eligibility criteria 127 127 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 87 82 94%

AgriInnovation Program - Enabling Commercialization and Adoption Stream

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 108 104 96%
Our goal is to acknowledge receipt of your application within 1 business day 36 31 86%
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 12 8 67%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 11 8 73%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 32 31 97%

AgriInnovation Program - Industry-Led Research and Development Stream

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 553 533 96%
Our goal is to acknowledge receipt of your application within 1 business day 30 28 93%
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 32 32 100%
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 222 219 99%

AgriInvest

Transactions Transactions completed Met Service Standard
Percent of applications processed to issuance of the deposit notice in 45 days or less 123,621 122,514 99%

AgriMarketing Program – Assurance Systems

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 14 13 93%
Our goal is to acknowledge receipt of your application within 1 business day 14 14 100%
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 15 13 87%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 12 12 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 74 59 80%

AgriMarketing Program – Market development – Generic

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 51 50 98%
Our goal is to acknowledge receipt of your application within 1 business day 13 13 100%
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 15 13 87%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 13 12 92%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 101 73 72%

AgriMarketing Program – Market development – Small and Medium Sized Enterprises

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 391 378 97%
Our goal is to acknowledge receipt of your application within 1 business day 95 93 98%
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 92 92 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 35 28 80%

AgriRisk Initiatives

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 17 17 100%
Our goal is to acknowledge receipt of your application within 1 business day 27 27 100%
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 24 21 88%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 16 16 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 40 29 73%

AgriStability

Transactions Transactions completed Met Service Standard
Percent of applications processed to issuance of the calculation of program benefits in 75 days or less 6,594 5,705 87%

Canada Brand – Branding Strategy

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 126 119 94%
Our goal is to acknowledge receipt of your application within 1 business day 41 41 100%
Our goal is to send you a final approval or rejection notification within ten (10) business days following receipt of a fully documented application 42 37 88%

Canadian Agricultural Adaptation Program (2014-2019)

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 155 124 80%
Our goal is to acknowledge receipt of your application within 1 business day 13 9 69%
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 8 7 88%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 2 2 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 10 9 90%

Canadian Soil Information Service

Transactions Transactions completed Met Service Standard
Our goal is to provide an estimated delivery date for information products within 3 business days 159 157 99%

Career Focus Program

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 1,163 1,145 98%
Our goal is to acknowledge receipt of your application within 1 business day 182 182 100%
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 99 99 100%
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 72 72 100%
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 59 55 93%

Churchill Port Utilization

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 7 7 100%
Our goal is to acknowledge receipt of your application within 1 business day 3 3 100%
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 0 0 N/A
Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter 0 0 N/A
Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim 0 0 N/A
N/A: Not available

Farm Debt Mediation Service

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 9,715 9,523 98%
Our goal is to acknowledge receipt of your application within 1 business day 261 259 99%
Our goal is to have all necessary documentation sent to creditors and producer seven (7) business days prior to the mediation meeting 155 151 97%
Our goal is to schedule the first mediation meeting within 70 calendar days after acceptance of your application 192 162 84%

Geospatial Products

Transactions Transactions completed Met Service Standard
Our goal is to provide an estimated delivery date for information products within 3 business days 71 63 89%

Global Analysis

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 353 347 98%
Our goal is to provide an estimated delivery date for information products within 3 business days 297 291 98%

Market Access Services

Transactions Transactions completed Met Service Standard
A receipt of acknowledgement will be sent the same business day 273 273 100%
Response to your inquiry will follow within five business days 273 249 91%

National Agroclimate Information Service (Drought Watch)

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 280 257 92%
Our goal is to provide an estimated delivery date for information products within 3 business days 82 77 94%

Office of Intellectual Property and Commercialization

Transactions Transactions completed Met Service Standard
Our goal is to respond to general inquiries made to our phone number or email address before the end of the next business day 36 36 100%
Our goal is to respond to a client's enquiry regarding posted licensing opportunities within 5 business days. 67 65 97%
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). 34 29 85%
Our goal is to notify successful proponents 20 business days after the close of the Request for Proposal. (reported annually in Q4) 32 32 100%
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