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 2019–2020
April to June
2019
July to September
2019
October to December
2019
January to March
2020
2019 to 2020
82% 86%      
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 2019–2020
April to June
2019
July to September
2019
October to December
2019
January to March
2020
2019 to 2020
86% 68%      
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 2019–2020
April to June
2019
July to September
2019
October to December
2019
January to March
2020
2019 to 2020
91% 94%      
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."


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