The following tables on service standards and targets for the "Buying and selling" service category show service targets for 2016 to 2017 and 2017 to 2018 for: procurement tools and services; awarding of contracts; and client relationship management. The tables also include results for 2016 to 2017.
Procurement tools and services
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Acknowledge receipt of client requisitions sent electronically (e.g., by e-mail)
within 1 business day |
95% |
99.9% |
95% |
| Acknowledge receipt of client requisitions sent by fax or mail within 2 business days |
95% |
98.2% |
95% |
| Provide clients with their procurement officer's name and contact information
within 5 business days of allocation or requisition |
80% |
66.8% |
80% |
| Provide 24/7 access to emergency procurement on a priority basis using timelines established with the client department |
100% |
100% |
100% |
| Deliver services with a quality level that meets clients' expectations |
80% |
82% |
80% |
| Deliver services with accuracy that meets clients' expectations |
80% |
84% |
80% |
| Deliver services that are highly valued by clients |
80% |
74% |
80% |
Awarding of contracts
Award contracts in National Capital Area and regions within the following timeframes based on assessed level of complexity.
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Basic procurement contracts, within 80 business days |
80% |
82.1% |
80% |
| Standard procurement contracts, within 100 business days |
80% |
72.8% |
80% |
| High complex procurement contracts within 100 working days from original Request for proposal (RFP) solicitation date |
80% |
47.8% |
80% |
Client relationship management
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Acknowledge clients' inquiries within 1 business day |
95% |
95% |
95% |
| Respond to clients' inquiries within 3 business days |
95% |
95% |
95% |