Security services
The following tables on service standards and targets for the "Security" service category show service targets for 2016 to 2017 and 2017 to 2018 for: industrial security services—including security clearance issuance; Industrial Security Call Centre; integrity database services; and controlled goods. The tables also include results for 2016 to 2017.
Security clearance issuance
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Provide a response to each Simple Reliability clearance request within 7 business days, upon receipt of a properly completed request |
85% |
89% |
85% |
| Provide a response to each Complex Reliability clearance request within 120 business days, upon receipt of a properly completed request |
85% |
92% |
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 Reliability clearance has already been granted |
80% |
54% |
80% |
Industrial security call Centre
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Respond/refer inquiries within 2 business days |
90% |
87% |
90% |
Integrity database services
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Complete verification checks within 4 hours |
80% |
98% |
80% |
Controlled goods (company registration, exemptions and company inspection)
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Issue registration certificates (new and renewal) within 32 business daysFootnote 1 |
80% |
95% |
80% |
| Conduct security assessments within 32 business daysFootnote 1 |
80% |
88% |
80% |
| Issue visitor exemption certificates within 10 business daysFootnote 1 |
80% |
100% |
80% |
| Issue temporary worker exemption certificates within 30 business daysFootnote 1 |
80% |
99% |
80% |
Corporate services
The following tables on service standards and targets for the "Corporate" service category show service targets for 2016 to 2017 and 2017 to 2018 for: Government of Canada's document management solution (GCDOCS); Shared services integration; My Government of Canada Human resources (GCHR); Canadian General Standards Board; and document imaging. The tables also include results for 2016 to 2017.
Government of Canada's document management solution (GCDOCS)
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| GCDOCS will deliver timely on-boarding services to its clients (as per plan) |
90% |
100% |
90% |
Shared services integration
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Deliver on annual plan commitments on time, on scope and on budget |
95% |
99% |
95% |
| Shared Human Resources Services (SHRS) will deliver timely compensation servicesFootnote 2 |
90% |
Not available |
90% |
| Shared Human Resources Services (SHRS) will deliver timely workforce and workplace management servicesFootnote 2 |
90% |
Not available |
90% |
| Shared Case Management System (SCMS) will onboard clients (as per the onboarding plan) |
90% |
100% |
90% |
My Government of Canada human resources (My GCHR)
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| My GCHR will deliver timely on-boarding services to its clients (as per plan) |
90% |
100% |
90% |
Canadian General Standards Board
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Level of client satisfaction with the Canadian General Standards Board's (CGSB)
registration services |
80% |
86.2% |
80% |
| Percentage of National Standards of Canada collection review started in fiscal year
(20% reviewed per year based on five-year cycle) |
20%
(100% over 5 years) |
87% (2016 to 2017 one time review of entire collection) |
20%
(100% over 5 years) |
| Percentage of products and services certified by the CGSB within specified timeframe |
85% |
85% |
85% |
Document imaging
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| All document imaging request by departments fulfilled within agreed upon timeframes |
95% |
98.7% |
95% |
| All document imaging requested by departments fulfilled within the cost identified in the agreement – New |
Not applicable |
Not applicable |
95% |
Information services
The following tables on service standards and targets for the "Information" service category show service targets for 2016 to 2017 and 2017 to 2018 for: the Canada Gazette; and publishing and depository services. The tables also include results for 2017 to 2018.
The Canada Gazette
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Achieve 99% of editing accuracy (of documents published in Parts I/II of the Canada Gazette) |
99% |
99.96% |
99% |
Publishing and depository services
| Service standard |
Target 2016 to 2017 |
Results 2016 to 2017 |
Target 2017 to 2018 |
| Percentage of client inquiries responded to within 48 hours |
85% |
88% |
80% |