Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2020-2021
July 2021
Agriculture and Agri-Food Canada's commitment to serve you better
At Agriculture and Agri-Food Canada (AAFC), we take pride in what we do. We are an organization that is dedicated to serving the public. AAFC continues to be committed to developing and delivering client-focused, results based programs and services. We are continuously working to provide high quality service because we understand the importance of agriculture to our economy, communities, environment and health.
AAFC publishes service standards to highlight its commitment to transparent management, accountability for results, and citizen-centered service delivery. The Department continues to strive to ensure that published information is transparent, meaningful and relevant to clients.
Service standards are a statement to the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for telephone calls and email responses, making funding decisions, processing recipient claims, and providing sector analysis reports. AAFC is committed to achieving its posted target for each service standard under normal circumstances. AAFC's 44 programs and services have their service standards published on each program web page. Performance data is collected throughout each fiscal year and reported publicly on the AAFC website each quarter and summarized in our Service Standards Annual Report.
Continuous improvement
AAFC met or exceeded targets for 140 out of 156(1) service standards, covering 44 programs and services. In an effort to improve the service standards, AAFC is dedicated to continuously strengthening service objectives by using client input to improve service delivery and program design.
In 2020-2021, AAFC received client feedback on the relevance of its service standards and solicited suggestions on how to make them more applicable to a client's business decisions. Client feedback indicated that 53% of respondents would like to see the service standard notification for the approval or rejection of an application shortened.
AAFC also conducted a review of its service standards to ensure they continue to be relevant to clients. As a result of this review, in 2021-2022 programs and services will review and assess the number of days currently used in their services to determine if they are timely, reasonable, and ambitious.
Similar to 2019-2020 the impacts of the COVID-19 pandemic affected the way AAFC delivered programs and services and our ability to meet service standards target in 2020-2021. The first quarter of the 2020-2021 fiscal year saw AAFC continue its transition to virtual service delivery in response to the COVID-19 pandemic. Throughout 2020-2021 AAFC continued to build on the processes and technology put in place in 2019-2020 to allow clients to access programs online. These changes were implemented swiftly and with little disruption to AAFC clients. During 2020-2021, the Department developed and launched programs and services to lessen the impact of the COVID-19 pandemic on stakeholders. The 2020-2021 fiscal year was a monumental and challenging year resulting in the addition of five new COVID-19 emergency programs. Despite the unprecedented challenges of the 2020-2021 fiscal year, AAFC continued to improve upon on the number of service standards meeting or exceeding targets.
Your feedback
Please share your comments, suggestions or complaints to AAFC's Service and Program Excellence Directorate at:
aafc.standards-normes.aac@agr.gc.ca
Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 7, Room 150
Ottawa, Ontario, K1A 0C6
Where there are no transactions registered related to a service standard, the result is indicated as "N/A" (Not Applicable) and not used in the calculation of the Department's overall service standard performance.
Access to Information and Privacy
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Response is provided within 30 days following receipt of request
100
100
Advance Payment Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
97
AgriAssurance Program: National Industry Association Component
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
86
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
98
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 75 business days of receiving a fully complete applicant package
80
83
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
92
AgriCompetitiveness
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
94
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
86
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
Agricultural Clean Technology Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
92
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
83
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
Agricultural Greenhouse Gases
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
No data available
Acknowledge receipt of your application within 1 business day
80
No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
91
AgriDiversity
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
96
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
75
AgriInnovate
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
90
Acknowledge receipt of your application within 1 business day
80
96
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
67
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
76
AgriInvest
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Percentage of applications processed to issuance of the deposit notice in 45 days or less
85
99
AgriMarketing: National Industry Association
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
95
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
95
AgriMarketing: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
67
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
No data available
AgriRisk Initiatives: Research and Development Contribution Funding Stream
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
93
Acknowledge receipt of your application within 1 business day
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
80
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
76
AgriRisk Initiatives: Microgrants
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
93
Acknowledge receipt of your application within 1 business days
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
20
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
AgriScience: Projects
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
96
Acknowledge receipt of your application within 1 business day
80
93
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
87
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
94
AgriStability
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less
75
88
Canada Brand
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
98
Acknowledge receipt of your application within 1 business day
80
100
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented application
80
100
Canada Pavilion Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to inquiries before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
100
Send a final approval or rejection notification within 48 hours of receiving the fully documented application
80
100
Canadian Agricultural Strategic Priorities Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
86
Acknowledge receipt of your application within 1 business day
80
65
Assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
63
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
91
Canadian Loans Act Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Register loans received from lenders within fifteen (15) business days
80
100
Canadian Soil Information System
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Provide an estimated delivery date for information products within 3 business days
80
98
Dairy Direct Payment Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Dairy Farm Investment Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
95
Acknowledge receipt of your application within 1 business day
80
99
Assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
83
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
89
Dairy Processing Investment Fund
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
93
Assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
76
Domestic Statistics and Market Information – Horticulture
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Reports: Daily Update Frequency
80
95
Reports: Weekly Update Frequency
80
73
Reports: Monthly Update Frequency
80
100
Reports: Annual Update Frequency
80
100
Domestic Statistics and Market Information – Poultry and Egg
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Reports: Daily Update Frequency
80
No data available
Reports: Weekly Update Frequency
80
91
Reports: Monthly Update Frequency
80
93
Reports: Annual Update Frequency
80
89
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Reports: Daily Update Frequency
80
No data available
Reports: Weekly Update Frequency
80
96
Reports: Monthly Update Frequency
80
93
Reports: Annual Update Frequency
80
83
Emergency Processing Fund
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to the program's phone number or email address within two (2) business days
80
100
Acknowledge receipt of applications within one (1) business day
80
100
Assess applications and send approval or rejection notification letters within 50 business days of receiving a complete application package
80
93
Emergency On-Farm Support Fund
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
93
Acknowledge receipt of applications within one (1) business day (if you submit your application by mail or fax it may take longer to receive an acknowledgement)
80
99
Process your application within 50 business days
80
89
Process the payment within 30 business days upon receipt of a completed claim form and signed Contribution Agreement
80
85
Farm Debt Mediation Service
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
98
Notify you if your application has been accepted or not by the end of the next business day
80
97
Have all necessary documentation sent to creditors and producers 7 business days prior to the mediation meeting
80
84
Schedule the first meeting within 70 calendar days after acceptance of your application
80
89
Geospatial Products
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Provide an estimated delivery date for information products within 3 business days
80
100
Global Analysis
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Provide an estimated delivery date for information products within 3 business days
80
100
Indigenous Agriculture and Food Systems
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
94
Acknowledge receipt of your application within 1 business day
80
91
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
36
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
82
Living Laboratories Initaitive: Collaborative Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
No data available
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
Local Food Infrastructure Fund: Infrastructure and Equipment Improvement Projects
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
89
Acknowledge receipt of your application within 1 business day
80
99
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
93
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
95
Mandatory Isolation Support for Temporary Foreign Workers Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
94
Acknowledge receipt of the application within three business days
80
91
Process the application within 30 business days
80
60
Process the payment within 30 business days upon receipt of a completed claim form and signed Contribution Agreement
80
69
Market Access Services
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Single Window requests will receive an acknowledgement on the same business day
80
99
Response to your inquiry will follow within 5 business days
80
94
National Agro Climate Information Services (Drought Watch)
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries before the end of the next business day
80
100
Provide an estimated delivery date for information products within 3 business days
80
100
Office of Intellectual Property and Commercialization
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Issue a draft co-operative research and development agreement for review 20 days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment)
80
100
Respond to a client's enquiry regarding posted licensing opportunities within 5 business days
80
95
Notify successful proponents 20 business days after the close of the RFP. (reported annually in Q4)
80
100
Price Pooling Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Send an agreement to the approved applicants for review and signature within 8 weeks following receipt of a duly completed application
80
No data available
Saint-Hyacinthe Research and Development Centre
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
97
Acknowledge receipt of application within 1 business day
80
100
Assess your application and send you an approval or a rejrection decision notification within 10 business days
80
100
Surplus Food Rescue Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
95
Acknowledge receipt of applications within one business day
80
97
Assess applications and send approval or a rejection notification letter within 30 business days or less of receiving a complete application package
80
96
Send you a payment within 30 business days of a duly completed and documented claim
80
100
Youth Employment and Skills Program
Service standard
Target (%)
Results for April 2020 to March 2021 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
99
Acknowledge receipt of application within 1 business day
80
96
Assess your application and send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package
80
100
Send you a payment within 30 business days of a duly completed and documented claim
