Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2018-2019
October 2019
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 community. AAFC is 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 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 service standards a minimum of 80% of the time under normal circumstances for 28 of its 31 programs. (The three exceptions are Access to Information and Privacy, for which the target is 100%; AgriInvest, 85%; and AgriStability, 75%.) The service standards for each program and service is published on its web page. Performance data is collected quarterly through each fiscal year and reported publicly in our Service Standards Annual Report.
Continuous improvement
AAFC met or exceeded targets for 74 out of 96 service standards, covering 31 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 2018–2019, the Department implemented a coordinated approach to gathering client satisfaction through surveys at various client interaction points, such as in program websites and applications. Client feedback is also gained through client journey mapping, innovation labs, and regular interactions from AAFC program officers. This feedback from these various sources is used to identify areas of departmental improvement and enhancements to service delivery in an effort to build better client experiences.
For fiscal year 2019–2020, AAFC is seeking client feedback on the relevance of service standards and solicit suggestions on how to make them more applicable to a client’s business decisions. As part of its Service Modernization Strategy, the Department continues to embrace methods to improve the effectiveness and efficiency of its service delivery.
Your Feedback
Please share your comments, suggestions or complaints to AAFC’s Service and Program Excellence Directorate at:
Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 7, Room 150
Ottawa, Ontario, K1A 0C6
Agriculture and Agri-Food Canada Programs and Services with Service Standards
AAFC is committed to achieving its service standards a minimum of 80% of the time under normal operational circumstances.
Access to Information and Privacy
Service standard
Transactions
Completed transactions
Results (%)
Access: Response is provided within 30 days following receipt of request, 100% of the time
122
122
100
Privacy: Response is provided within 30 days following receipt of request, 100% of the time
28
28
100
AgriAssurance Program: National Industry Association Component
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
52
45
87
Acknowledge receipt of your application within 1 business day
35
35
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
21
16
76
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
30
22
73
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
15
9
60
Acknowledge receipt of your application within 1 business day
16
16
100
Send you an approval or a rejection notification letter within 75 business days of receiving a fully complete applicant package
9
9
100
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
0
0
N/A
AgriCompetitiveness
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
34
26
76
Acknowledge receipt of your application within 1 business day
11
11
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
7
6
86
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
6
6
100
AgriDiversity
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
38
28
74
Acknowledge receipt of your application within 1 business day
13
13
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
11
9
82
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
2
2
100
AgriInnovate
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
356
336
94
Acknowledge receipt of your application within 1 business day
36
32
89
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
16
8
50
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
5
5
100
AgriInvest
Service standard
Transactions
Completed transactions
Results (%)
Percentage of applications processed to issuance of the deposit notice in 45 days or less, 85% of the time
106,342
105,238
99
AgriMarketing: National Industry Association Component
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
89
65
73
Acknowledge receipt of your application within 1 business day
86
86
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
44
27
61
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
63
47
75
AgriMarketing: Small and Medium-sized Enterprise
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
103
49
48
Acknowledge receipt of your application within 1 business day
180
180
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
98
58
59
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
54
43
80
AgriRisk Initiatives
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
60
53
88
Acknowledge receipt of your application within 1 business day
36
36
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
36
2
6
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
57
42
74
AgriScience Program: Projects
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
307
272
89
Acknowledge receipt of your application within 1 business day
87
83
95
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
71
55
77
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
2
2
100
AgriStability
Service standard
Transactions
Completed transactions
Results (%)
Percentage of completed applications processed within 75 days of receipt, 75% of the time
5,767
4,830
84
Agricultural Greenhouse Gases Program
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
0
0
N/A
Acknowledge receipt of your application within 1 business day
0
0
N/A
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
0
0
N/A
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
44
38
86
Agricultural Youth Green Jobs Initiative
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
773
771
100
Acknowledge receipt of your application within 1 business day
30
30
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
23
23
100
Send you a draft proposal agreement within 30 business days of issuing an approval notification letter
23
23
100
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
342
339
99
Canada Brand
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
45
34
76
Acknowledge receipt of your application within 1 business day
44
30
68
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented claim
33
19
58
Canada Pavilion Program
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
70
69
99
Acknowledge receipt of your application within 1 business day
243
243
100
Send you a final approval or rejection notification within 48 hours of receiving a fully complete applicant package
243
240
99
Canadian Agricultural Adoption Program (2014 – 2019)
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
123
108
88
Acknowledge receipt of your application within 1 business day
9
6
67
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
9
9
100
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
42
42
100
Canadian Soil Information System
Service standard
Transactions
Completed transactions
Results (%)
Provide an estimated delivery date for information products within 3 business days
106
101
95
Career Focus Program
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
351
351
100
Assess your application send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package
289
289
100
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
78
78
100
Dairy Farm Investment Program
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
1,153
1,029
89
Acknowledge receipt of your application within 1 business day
272
272
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
0
0
N/A
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
955
955
100
Dairy Processing Investment Fund
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
73
71
97
Acknowledge receipt of your application within 1 business day
30
28
93
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
50
31
62
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
36
35
97
Domestic Statistics and Market Information – Horticulture
Service standard
Transactions
Completed transactions
Results (%)
Reports: Daily update frequency
554
542
98
Reports: Weekly update frequency
336
226
67
Reports: Monthly update frequency
42
34
81
Reports: Annual update frequency
1
1
100
Domestic Statistics and Market Information – Poultry and Egg
Service standard
Transactions
Completed transactions
Results (%)
Reports: Daily update frequency
611
543
89
Reports: Weekly update frequency
1,774
1,703
96
Reports: Monthly update frequency
49
42
86
Reports: Annual update frequency
1
1
100
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard
Transactions
Completed transactions
Results (%)
Reports: Daily update frequency
507
464
92
Reports: Weekly update frequency
1,605
1,567
98
Reports: Monthly update frequency
47
38
81
Reports: Annual update frequency
18
14
78
Farm Debt Mediation Service
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
9,352
9,274
99
Acknowledge receipt of your application within 1 business day
308
305
99
Have all necessary documentation sent to creditors and producers 7 business days prior to the mediation meeting
199
184
92
Schedule the first mediation meeting within 70 calendar days after acceptance of your application
210
168
80
Geospatial Products
Service standard
Transactions
Completed transactions
Results (%)
Provide an estimated delivery date for information products within 3 business days
124
109
88
Global Analysis
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
241
239
99
Provide an estimated delivery date for information products within 3 business days
241
239
99
Market Access Services
Service standard
Transactions
Completed transactions
Results (%)
A receipt of acknowledgement will be sent the same business day
429
415
97
Response to inquiry will follow within 5 business days
429
384
90
National Agro Climate Information Services (Drought Watch)
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
144
130
90
Provide an estimated delivery date for information products within 3 business days
72
68
94
Office of Intellectual Property and Commercialization
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
36
36
100
Issue a draft Corporate Research and Development Agreement (CRADA) for review 20 days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment)
55
53
96
Respond to a clients enquiry regarding posted licensing opportunities within 5 business days
44
44
100
Notify successful proponents 20 business days after the close of the request for proposals (reported annually in Q4)
13
13
100
Saint-Hyacinthe Research and Development Centre’s Industrial Program
Service standard
Transactions
Completed transactions
Results (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
127
108
85
Acknowledge receipt of your application within 1 business day
43
43
100
Assess your application and send you an approval or rejection notification within 10 business days