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Buying and selling—Our Services, Standards and Results 2016–17

The following tables on service standards and targets for the "Buying and selling" service category show service targets for 2015–16 and 2016–17 for: procurement tools and services; awarding of contracts; and client relationship management. The tables also include results for 2015–16.

Procurement tools and services

Service standard	Target 2015–16	Results 2015–16	Target 2016–17
Acknowledge receipt of client requisitions sent electronically (e.g., by e-mail) within one business day	95%	99.5%	95%
Acknowledge receipt of client requisitions sent by fax or mail within two business days	95%	99.7%	95%
Provide clients with their procurement officer's name and contact information within five business days of allocation or requisition	80%	71.2%	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%	83%	80%
Deliver services with accuracy that meets clients' expectations	80%	84%	80%
Deliver services that are highly valued by clients	80%	66%	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 2015–16	Results 2015–16	Target 2016–17
Basic procurement contracts, within eighty business days	80%	76.5%	80%
Standard procurement contracts, within one hundred business days^{Footnote 1}	80%	74%	80%
Complex procurement contracts within one hundred working days from original Request for proposal (RFP) solicitation date	80%	60.7%	80%

Client relationship management

Service standard	Target 2015–16	Results 2015–16	Target 2016–17
Acknowledge clients' inquiries within one business day	95%	95%	95%
Respond to clients' inquiries within three business days	95%	95%	95%

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