Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2023-2024
Agriculture and Agri-Food Canada's commitment to serve you better
Agriculture and Agri-Food Canada (AAFC) is committed to developing and delivering client-focussed, results-based programs and services. The department provides high-quality services because agriculture is so important to Canada’s economy, communities, environment and health.
AAFC publishes service standards to highlight its commitment to transparent management, accountability for results and citizen-centred service delivery. The department strives to ensure that published information is transparent, meaningful and relevant to clients.
Service standards are a statement of the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for general inquiries received via telephone and email, notifications of 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 32 programs and 14 services have their service standards published on each program web page. Performance data are collected quarterly throughout the fiscal year and reported publicly, along with the Service Standards Annual Report, on AAFC’s service standards page.
Continuous improvement
AAFC met or exceeded targets for 95 out of 114 service standards (83%), covering 32 programs and 14 services. These results are a decrease of 7 percentage points from last year’s results. Two significant changes impacted the ability to deliver on service standards. First, the newly implemented Sustainable Canadian Agricultural Partnership and its related programs saw a larger-than-anticipated number of applications in a short period. Second, revised program delivery processes for a new digital platform created a learning curve for staff. AAFC remains dedicated to continuously strengthening its service delivery through regular reviews to ensure the service standards remain meaningful and relevant to clients.
Gathering client feedback is conducted in line with Treasury Board Secretariat Policy on Service and Digital. A key component to delivering quality services is understanding clients’ satisfaction with a service. One method AAFC uses to gather this information is a client satisfaction survey when applicants submit to a program. Clients who apply to AAFC’s grants and contributions programs are invited to complete a survey, which gathers data about their experience during the application process. During 2023–2024 fiscal year, 284 clients responded to the application survey, of which 213 (75%) reported service standards are useful for their planning; and 95% agreed 30 business days is a reasonable length of time to receive payments. Over one-third of clients indicated shorter timelines for notification of acceptance or rejection of their application would be a priority to improving the service delivery.
AAFC is committed to achieving its posted targets under normal operational circumstances while seeking opportunities to enhance operational processes and better meet client needs.
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
Access to Information and Privacy
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Response is provided within 30 days following receipt of request
100
97
Advance Payment Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
No data available
Respond to general inquiries made by email before the end of the next business day
80
89
African Swine Fever Industry Preparedness Program: Prevention and Preparedness Stream
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
89
Assess your application and send you an approval or a rejection notification letter typically within 100 business days of the application being deemed complete
80
100
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100
African Swine Fever Industry Preparedness Program: Welfare Slaughter and Disposal Stream
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
83
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
96
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
AgriAssurance Program: National Industry Association Component
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
95
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
33
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
100
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
85
Send you an approval or a rejection notification letter within 75 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
100
AgriCommunication
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
83
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
96
AgriCompetitiveness
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
79
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
41
Send you a payment within 30 business days of receipt of a duly completed and documented claim
Respond to general inquiries made by email before the end of the next 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
67
AgriRisk Initiatives: Microgrants
Service standard
Target (%)
Results for annual report 2023–2024 (%)
Respond to general inquiries made by email before the end of the next 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
AgriRisk Initiatives: Research and Development Contribution Funding Stream
Service standard
Target (%)
Results for annual report 2023–2024 (%)
Respond to general inquiries made by email before the end of the next 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
0
AgriScience: Projects
Service standard
Target (%)
Results for annual report 2023–2024 (%)
Respond to general inquiries made by email before the end of the next 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
42
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
56
AgriStability
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less
75
90
Canada Brand
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
89
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
99
Canada Pavilion Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made to our phone number before the end of the next business day
80
No data available
Respond to general inquiries made to our email address 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 annual report 2023-2024 (%)
Respond to general inquiries made to our email address before the end of the next business day
80
100
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
68
Canadian Loans Act Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made to our phone number before the end of the next business day
80
88
Respond to general inquiries made to our email address before the end of the next business day
80
87
Register loans received from lenders within fifteen (15) business days
80
97
Canadian Soil Information System
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Provide an estimated delivery date for information products within 3 business days
80
100
Contact Centre
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Answer calls received within 60 seconds
90
99
Dairy Farm Investment Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email 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
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
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
98
Domestic Statistics and Market Information – Horticulture
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Reports: Daily update frequency
80
94
Reports: Weekly update frequency
80
95
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 annual report 2023-2024 (%)
Reports: Weekly update frequency
80
96
Reports: Monthly update frequency
80
89
Reports: Annual update frequency
80
89
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Reports: Weekly update frequency
80
89
Reports: Monthly update frequency
80
94
Reports: Annual update frequency
80
89
Farm Debt Mediation Service
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
100
Respond to general inquiries made by email before the end of the next business day
80
100
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
78
Food Waste Reduction Challenge
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next 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
100
Geospatial Products
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Provide an estimated delivery date for information products within 3 business days
80
100
Global Analysis
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
100
Respond to general inquiries made by email before the end of the next business day
80
99
Provide an estimated delivery date for information products within 3 business days
80
100
Indigenous Agriculture and Food Systems
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
No data available
Respond to general inquiries made by email 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 annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
97
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
99
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
90
Market Access Services
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Single Window requests will receive an acknowledgement on the same business day
80
94
Response to your inquiry will follow within 5 business days
80
72
Market Development Program for Turkey and Chicken
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made to our email address before the end of the next 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
100
National Agro Climate Information Services (Drought Watch)
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries before the end of the next business day
80
95
Provide an estimated delivery date for information products within 3 business days
80
92
Office of Intellectual Property and Commercialization
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
No data available
Respond to general inquiries made by email before the end of the next business day
80
No data available
Issue a draft Collaborative Research and Development Agreement for review 20 business days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment).
80
97
Respond to a client's enquiry regarding posted licensing opportunities within 5 business days
80
100
Notify successful proponents 20 business days after the close of the RFP. (reported annually in Q4)
80
100
Poultry and Egg On-Farm Investment Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by email before the end of the next business day
80
84
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
21
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
98
Price Pooling Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
No data available
Respond to general inquiries made by email 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
100
Saint-Hyacinthe Research and Development Centre
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made by phone before the end of the next business day
80
100
Respond to general inquiries made by email before the end of the next business day
80
93
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
Supply Management Processing Investment Fund
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made to our email address before the end of the next 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
81
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
92
Wine Sector Support Program
Service standard
Target (%)
Results for annual report 2023-2024 (%)
Respond to general inquiries made to our email address before the end of the next business day
80
84
Send you an identifier within fifteen (15) business days
80
95
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
99
Youth Employment and Skills Program
Service standard
Target (%)
Results for annual report 2023–2024 (%)
Respond to general inquiries made to our email address before the end of the next business day
80
90
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
