Description
The Government of Canada will develop a new Service Strategy that embeds requirements for openness and transparency in the delivery of government services.
- Lead department:
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Treasury Board of Canada Secretariat, working with service delivery departments and agencies
- Email address for enquiries:
- Other involved actors:
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n/a
- Overall status:
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All deliverables complete
Planned result
The Service Strategy will set a new direction for service delivery to individuals and businesses. It aims to create a single online window for government services, with new performance standards. It will ensure rigorous assessments of the performance of key government services and report findings publicly.
Key indicator
| Indicator | Target | Latest actual data (and data collection date) |
|---|---|---|
| Percentage of key services meeting service standards | 80% of services meeting the service standard | In 2017, 70% of services met their service standards. This figure has gone down slightly, due to the addition of a large number of new service standards that were established to provide clear expectations for clients of GC services. |
| Level of client satisfaction with Government of Canada services | 60% of clients satisfied with the delivery of Government of Canada services |
Based on the 2018 Citizens First 8 survey by the ICCS, the federal government scored 58 out of 100 in terms of service reputation. In the latest results of the Taking Care of Business survey (2016) by the ICCS, the federal government scored 61 out of 100 in terms of service reputation. |
Status
Status of Open Government Plan milestones (complete, substantial, limited, not started)
Complete:
- 7.1 Develop a Government of Canada Service Strategy that aims to create a single, user-centric online window for government services.
- The Government of Canada has developed a Service Strategy. The Strategy was highlighted in the Clerk of the Privy Council’s Twenty-Fourth Annual Report to the Prime Minister on the Public Service
- 7.2 Establish new performance standards and set up a mechanism to conduct rigorous assessments of the performance of key government services, and report findings publicly.
- The Guideline on Service Management, published in 2017, provides guidance to departments on the Government’s Policy on Service. Section 2.7 “Service standards and performance information” outlines setting and managing service standards and real-time performance information to support service delivery.
- A pilot project on service standards assessment of key service departments was launched in summer 2017 to assess how departments are doing on the delivery of priority services.
- TBS has established a new tool to help departments assess existing, and develop new, service standards to ensure that they are meaningful to Canadians. Under the Policy on Service, departments are required to publish their service standards and related performance information for priority services on or through Canada.ca. Examples include: Employment and Social Development Canada, Immigration, and Refugees and Citizenship Canada (IRCC) and Canadian Border Services Agency (CBSA).
- As part of the Government of Canada’s Service Strategy, 10 work streams have been identified. These work streams each focus on enhancing, streamlining, or modernizing services to Canadians across a broad range of sectors (including services to seniors, services to veterans, and services to business).
- Departments leading on the Service Strategy Work Streams have reported on progress advancing work in their respective areas. TBS will be publishing its Report on Service prior to June 30, 2018. Progress on several streams is also being tracked on the Privy Council Office Mandate Letter Tracker site, under the Government Priority of “Government Services and Operations”.
Other completed milestones:
- n/a
Challenge
We are working on defining our key performance indicators. Do you have views on indicators we should be tracking? We’d love to hear from you.