Service standards

A service standard is a public commitment to a measurable level of performance that clients can expect under normal circumstances.

The Canada School of Public Service has developed the following service standards as part of its commitment to quality client service. These standards will be monitored, regularly reviewed and expanded over time.

Client Contact Centre: Telephone service

Service standard: An agent will normally answer calls to the Client Contact Centre (1-866-703-9598 or 613-953-5400) within 1 minute.

Target: 80% of the time

Our performance

Our performance for 2018–2019
April to June
2018
July to September
2018
October to December
2018
January to March
2019
2018 to 2019
84% 84% 82% 70% 80%
Our performance for 2017–2018
April to June
2017
July to September
2017
October to December
2017
January to March
2018
2017 to 2018
87% 89% 94% 87% 89%

About this standard: This timeliness standard applies to telephone inquiries from individuals seeking general information or assistance. Should an agent be unable to fully resolve a caller's inquiry, escalation in the form of a call transfer or a call-back request will be needed. This may result in additional wait times.

Client Contact Centre: Email, website and fax service

Service standard: The Client Contact Centre will normally provide an initial response to emails, online submissions and faxes within 3 business days.

Target: 80% of the time

Our performance

Our performance for 2018–2019
April to June
2018
July to September
2018
October to December
2018
January to March
2019
2018 to 2019
98% 74% 36% 77% 68%
Our performance for 2017–2018
April to June
2017
July to September
2017
October to December
2017
January to March
2018
2017 to 2018
83% 72% 67% 99% 80%

About this standard: This timeliness standard applies to email, website and fax inquiries made by individuals and required training coordinators using one of the following:

The initial response to an email, online submission or fax request will not always complete an inquiry. Should the Client Contact Centre be unable to fully resolve the inquiry, the agent's response will include details related to the escalation, such as a ticket number.

Feedback, compliments and complaints

Service standard: The School will normally provide an initial response to feedback, compliments and complaints submitted through the resolution channel within 2 business days.

Target: 80% of the time

Our performance

Our performance for 2018–2019
April to June
2018
July to September
2018
October to December
2018
January to March
2019
2018 to 2019

This service channel was recently transferred within the organization, limiting the data available for the first quarter of 2018–2019. Performance information for this standard is available again as of July 2018 and will be reported in the next quarter.

89% 91% 97% 93%
Our performance for 2018–2019
April to June
2017
July to September
2017
October to December
2017
January to March
2018
2017 to 2018
100% 100% 100% 100% 100%

About this standard: This timeliness standard applies to email, website and telephone inquiries made through the resolution channel. The initial response to an email, online submission or telephone request will not always complete an inquiry. Should the inquiry need escalation, the response will include related details, such as a ticket number. A response will not be provided to online submissions where the client has selected the option "I do not require a response."

Course development, transformation or discontinuation

Service standard: The School will normally post a notice on GCcampus for a minimum of 6 months following any transformation or discontinuation of a course.

Target: 95% of the time

Our performance

This standard and its methodology for reporting is under review. Performance information has been temporarily removed.

About this standard: This timeliness and access standard applies to the display of announcements related to the transformation or discontinuation of courses. For example, if a classroom course were redesigned for online delivery, this standard would apply.

Announcements will be posted as soon as information becomes available about planned changes to existing courses, including their discontinuation, or planned development of new courses. Our goal is to ensure that clients have the information they require when searching for courses that meet their learning needs.


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