Security, Corporate and Information Services

Table of Contents

A. Services and initiatives

1. Key Services

We deliver industrial security services to federal government departments, Canadian industry and foreign governments. We provide program management support to departments and agencies that use common administrative systems as well as human resource services. We also offer a suite of document imaging services for departments and agencies that rely on paper-based processing.

Industrial Security Services

Security Clearance Issuance
  • Screening Services for Contract  Security 
    • Providing Government departments and PWGSC Acquisitions Branch security clauses for Government contracts based on their Security Requirements Check Lists (SRCL)
    • Registering Canadian Private Sector organizations within the program requiring access to Protected and Classified information.
    • Personnel security screening  for employees of  registered organizations
    • On-site inspections as required for  registered organizations
  • Personnel security screening services for PWGSC employees requiring access to protected and classified information
Industrial Security Call Centre

Answer queries and provide advice and guidance about industrial security.

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Corporate and Information Services

Common Administrative Systems and Human Resource Services
  • Centre of expertise, development and support to five government clusters – representing over 100 departments and agencies – in the implementation of HR, Financial and Materials Managements systems for common application across government, such as PeopleSoft v9.1, SAP and GCDOCS.
  • Innovative solutions and enhancements of administrative systems for small departments and agencies, such as:
    • Human Resources Information System replacement project
    • Shared Case Management System Project, and
    • Shared Financial Systems and Services
  • Strategic and operational human resources services in areas such as resourcing, compensation, classification, workforce adjustment, performance management and labour relations.
Document Imaging Services
  • Digitization of paper records or images onto a secure file format.
  • Indexation, classification, extraction, archive of data using automated software.
  • Data accessed through the client's existing IT systems or hosted on a secure Web portal.
  • Instant access to the information through desktop PCs.
  • Better decision making; increased office productivity; improved call centre service levels; substitution of costly storage areas for productive office space.
  • Certified - ISO 9001:2008 for quality management; Canada General Standards Board CAN/CGSB-72.34-2005 for electronic records and CAN/CGSB-72.11-93 for Microfilm and Electronic Images.
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2. Featured Initiatives

We are transforming and creating new services to better meet our clients' needs and provide the best value for money.

"Single-Window" Approach for Small Departments and Agencies

What: A “single-window” approach for small departments and agencies - a point of contact for all business needs for this important client base, enhancing access to services, shortening response times and improving end-to-end service management.

Benefits:

  • Streamlined service delivery processes.
  • Simplified communication channels for service requests.
  • Improved long-term business planning.
  • Stronger client relationship management framework.
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3. What's Coming

GCDOCS

What's New: GCDOCS is the evolution of Records Documents and Information Management System (RDIMS) - an Electronic Document and Records Management Solution (EDRMS). Roll out already started and anticipated to finish by the fourth quarter of 2014-2015!

Benefits:

  • Part of the Government of Canada's Open Government initiative.
  • Ensure consistent record-keeping and management of electronic information across the public service.
  • Easier for public servants to find what they're looking for and, in turn, help Canadians access information on programs and services more efficiently.

Shared Case Management Service (SCMS)

What's New:  A key new initiative that will enable an organization or person to manage, track and control activities, tasks and workflow processes. Expected to be rolled out by the second quarter of 2014-2015!

Benefits:

  • Aligned with the Government of Canada (GC)'s IT modernization strategy.
  • Integrated with other GC standard corporate systems - will be a value-added hub, centralizing information for the user.
  • Easier for departments to focus on their core mandate and programs and services delivered more efficiently to Canadians.

Shared Financial Systems and Services (SFSS)

What's New:  Enhanced administrative system for Small Departments and Agencies. Anticipated to be rolled out by fall 2014-2015!

Benefits:

  • Aligned with the Government of Canada Financial Management Transformation strategy.
  • Reduce or eliminate vulnerabilities such as capacity issues!
  • Consolidation and standardization of disparate financial systems and practices will improve efficiency.

Human Resources Information Systems Replacement Project

What's New  A single instance HR system solution ready for on-boarding 32 Small Departments and Agencies. This solution will be based on the GC HR Standard version 9.1 and the Common HR Business Process standard. Anticipated to be rolled out by the fourth quarter of 2014-2015!

Benefits:

  • Adapted to the operational realities and needs of small departments and agencies.
  • In line with other related government transformation initiatives and supported by a centrally managed Application Management Service (AMS).
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B. Value for Your Money and Cost Avoidance

PWGSC collaborative approach with its shared services results in efficiencies and value for money by:

  • Eliminating duplication,
  • Standardizing operational services and systems across government,
  • Streamlining internal service operations, and
  • Producing economies of scale through the sharing of common functionalities, expertise and resources.

C. Service Standards, Results and Targets

We have achieved or surpassed 5 of 9 targets for our security, corporate and information services!

For our industrial security services, we will closely monitor the volume of business and the type of requests in 2013-2014. We are also combining two service standards into one with higher target and making another one more challenging to better serve you.

For our corporate and information services, we are adding 2 new service standards, including one related to cost to show our increased commitment to remaining competitive and making you save money.

Table Summary

The Table on Service Standards, Results and Targets for the Security, Corporate and Information Services service category shows service targets and results for 2011-2012 and 2012-2013, and service targets for 2013-2014 for the following categories of services: Industrial security services - including Security Clearance Issuance; Industrial Security Call Centre - and Corporate and Information Services - including Common Administrative Systems and Human Resources and Document Imaging. The table also indicates if the results are available by client and shows the results of Industry Benchmark if they are available in 2012-13.

Security, Corporate and Information Services Target
2011-2012		 Result
2011-2012		 Target
2012-2013		 Result
2012-2013		 Available by Client Industry Benchmark & Result Target
2013-2014
INDUSTRIAL SECURITY SERVICES
Security Clearance Issuance
Provide a response to each Simple Reliability clearance request within 7 business days, upon receipt of a properly completed request 80% 86% Indicates that the target has increased or the result has improved from the previous year85%Indicates that the target was met or surpassed 79%   N/A 85%
Provide a response to each Complex Reliability clearance request within 120 business days Footnote *, upon receipt of a properly completed request MORE CHALLENGING! 80% 89%Indicates that the target was met or surpassed Indicates that the target has increased or the result has improved from the previous year85% Indicates that the target has increased or the result has improved from the previous year90%Indicates that the target was met or surpassed   N/A 85%
Provide a response to each Classified Secret clearance request within 75 business days, upon receipt of a properly completed request and documentation or information from third parties, and provided that a Complex Reliability clearance has already been granted 80% 83%Indicates that the target was met or surpassed 80% 75%   N/A 80%
Industrial Security Call Centre
Provide responses to all simple inquiries (phone calls, voice messages and emails) within 2 business days 80% 96%Indicates that the target was met or surpassed Indicates that the target has increased or the result has improved from the previous year90% 88%     -
Refer complex inquiries outside the call centre to a subject-matter expert within 2 business days 80% 96%Indicates that the target was met or surpassed Indicates that the target has increased or the result has improved from the previous year90% 88%     -
Respond/refer inquiries within 2 business days NEW! Footnote ** _ _ _ _   N/A 90%
CORPORATE AND INFORMATION SERVICES
Common Administrative Systems and Human Resources 
Deliver on key cluster commitments on time and on budget based on annual cluster plans and confirmation of funding Footnote *** 90% 97%Indicates that the target was met or surpassed Indicates that the target has increased or the result has improved from the previous year95% 95%Indicates that the target was met or surpassed √
(by cluster) 		N/A 95%
Deliver timely compensation transactions as identified in annual Memoranda of Understanding (MOUs) to government departments and agencies 96% 100%Indicates that the target was met or surpassed Indicates that the target has increased or the result has improved from the previous year98% 99.7%Indicates that the target was met or surpassed √   -
Deliver timely compensation services NEW! _ _ _ _   N/A 90%
Document Imaging
Process and image documents as per client agreements 99.9% 99.9% 95%Indicates that the target was met or surpassed 99.2%Indicates that the target was met or surpassed      
Document Imaging costs per page reduced by 10% (annual) _ _ 100% 100%Indicates that the target was met or surpassed   Not available in 2012 Previous result (2) -
Reducing cost per page for basic imaging services by 10% NEW!             $0.21/page

Footnotes

Footnote *

The standard was for 160 business days until 2012-13.

Return to footnote *

Footnote **

Combination of the two old service standards for the Industrial Security Call Centre.

Return to footnote **

Footnote ***

The wording included 'on scope' until 2012-13.

Return to footnote ***

Legend:
Indicates that the target was met or surpassedIndicates that the target was met or surpassed.
Indicates that the target has increased or the result has improved from the previous yearIndicates that the target has increased or the result has improved from the previous year.

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If you would like to have the service standard results for your department when the information is available (please refer to tables above), feel free to contact us at SISP.SSIS@pwgsc-tpsgc.gc.ca. NEW!

We take our commitments on service standards very seriously. If you have any concerns related to your service standards or have any suggestions on how we can improve, feel free to contact us at SIS@pwgsc-tpsgc.gc.ca.

(2) The Doculabs benchmarking exercise conducted in 2011 concluded that PWGSC Document Imaging services were rated at 3.08/5.0 as compared to peer group average of 3.60/5.0. This assessment is not repeated annually. Our services levels and standards are based on the Imaging industry and compliant to CAN/CGSB-72.34-2005 for electronic records as documentary evidence CAN/CGSB-72.11-93 for Microfilm and Electronic Images as Documentary Evidence. We are also compliant with ISO 9001:2008 for quality management.

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D. At Your Service: Concrete Examples

Check out how we listened to our clients and improve NEW!

Example 1:

Shared Human Resources Services of PWGSC delivers compensation services to Departments and Agencies that don't have their own in-house compensation expertise or face a temporally extra work load. In the past, PWGSC experienced challenges in monitoring how we were meeting our service standards listed in Memorandums of Understanding (MoUs) with our clients.

To address this issue, we have listened to you!:  PWGSC sought clients' feedback and advice on finding the most effective solution, and recently began pilot-testing a tracking tool as a means of controlling workflow and measuring timelines and standards within our compensation services team. This tool has allowed us to closely monitor our performance and make immediate adjustments to ensure compensations clients' needs are met. Given its success, we are now implementing the tracking tool more widely within PWGSC.

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E. How satisfied are you?

Overall, your satisfaction is very high both for our shared human resources and system cluster services.

Image Description

The graph is a bar graph with 3 groups of 2 bars related to percentages of clients satisfied. The 2 bars for each group are related to Shared Human Resources Services and systems cluster services. The following information is presented for the bars:

  • First group: 2010-11
    • Human Resources Services: 96%
    • Systems cluster services: 82%
  • Second group: 2011-12
    • Human Resources Services: 91%
    • Systems cluster services: 82%
  • Third group: 2013-14
    • Human Resources Services: 100%
    • Systems cluster services: 86%

Source: Client Satisfaction Survey

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F. To learn more about Our Security, Corporate and Information Services

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