Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2019-2020
September 2020
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 39 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 104 out of 118 service standards, covering 39 programs and services. (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.) 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 2019-2020, AAFC received client feedback on the relevance of service standards and solicited suggestions on how to make them more applicable to a client’s business decisions. Generally, the feedback indicated that clients felt the service standards were relevant and realistic. There are always ways to improve and AAFC will seek new ways of implementing clients recommendations.
For fiscal year 2020-2021, AAFC will review its service standards to ensure they continue to be relevant in the changing environment. The impacts of the COVID-19 pandemic has affected the way AAFC delivers programs and it is anticipated that effects will be evident in the 2020-2021 performance results. An assessment of program delivery during the unprecedented pandemic will help to identify areas of improvement while highlighting areas of strength that should be continued as daily life returns to a new normal.
Your feedback
Please share your comments, suggestions or complaints to AAFC’s Service and Program Excellence Directorate at:
aafc.standard-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
AAFC programs and services with service standards
AAFC is committed to achieving its posted targets under normal operational circumstances.
In 2019-2020, the world witnessed unprecedented events that affected daily life and routine as a result of the COVID-19 pandemic. Businesses had to learn to operate in a socially distanced environment including working from home. AAFC worked to deliver its services within established service standards, but due to these extraordinary circumstances caused by COVID-19, some services took longer to deliver than published service standards. All percentages in the tables are rounded to the nearest tenth.
Access to Information and Privacy
Service standard
Target (%)
Results for 2019–2020 annual (%)
Access: Response is provided within 30 days following receipt of request
100
100.0
Privacy: Response is provided within 30 days following receipt of request
100
100.0
AgriAssurance Program: National Industry Association Component
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
83.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
80.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
93.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 75 business days of receiving a fully complete applicant package
80
64.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
AgriCompetitiveness
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
97.0
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
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
Agricultural Clean Technology Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
96.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
Agricultural Greenhouse Gases
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and 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 a documented claim
80
95.0
Agricultural Youth Green Jobs Initiative
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100.0
Acknowledge receipt of your application within 1 business day
80
No data available
Send you an approval or a rejection notification letter within 50 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
100.0
AgriDiversity
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
92.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
95.0
AgriInnovate
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
93.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
50.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
90.0
AgriInvest
Service standard
Target (%)
Results for 2019–2020 annual (%)
Percentage of applications processed to issuance of the deposit notice in 45 days or less
85
99.0
AgriMarketing: National Industry Association Component
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
97.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
67.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
97.0
AgriMarketing: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
91.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
76.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
0.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
AgriRisk Initiatives: Research and Development Contribution Funding Stream
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
94.0
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
0.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
AgriRisk Initiatives: Microgrants
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
75.0
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 a documented claim
80
100.0
AgriScience: Projects
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
94.0
Acknowledge receipt of your application within 1 business day
80
88.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
78.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
98.0
AgriStability
Service standard
Target (%)
Results for 2019–2020 annual (%)
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less
75
88.0
Canada Brand
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
91.0
Acknowledge receipt of your application within 1 business day
80
94.0
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented claim
80
85.0
Canada Pavilion Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you a final approval or rejection notification within 48 hours of receiving a fully complete applicant package
80
98.0
Canadian Agricultural Strategic Priorities Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
94.0
Acknowledge receipt of your application within 1 business day
80
85.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
30.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
Canadian Soil Information System
Service standard
Target (%)
Results for 2019–2020 annual (%)
Provide an estimated delivery date for information products within 3 business days
80
95.0
Career Focus Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
Assess your application send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package
80
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
98.0
Dairy Direct Payment Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100.0
Dairy Farm Investment Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
95.0
Acknowledge receipt of your application within 1 business day
80
99.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
47.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
88.0
Dairy Processing Investment Fund
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
89.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
56.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
94.0
Domestic Statistics and Market Information – Horticulture
Service standard
Target (%)
Results for 2019–2020 annual (%)
Reports: Daily update frequency
80
92.0
Reports: Weekly update frequency
80
76.0
Reports: Monthly update frequency
80
90.0
Reports: Annual update frequency
80
100.0
Domestic Statistics and Market Information – Poultry and Egg
Service standard
Target (%)
Results for 2019–2020 annual (%)
Reports: Daily update frequency
80
No data available
Reports: Weekly update frequency
80
93.0
Reports: Monthly update frequency
80
91.0
Reports: Annual update frequency
80
90.0
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard
Target (%)
Results for 2019–2020 annual (%)
Reports: Daily update frequency
80
No data available
Reports: Weekly update frequency
80
97.0
Reports: Monthly update frequency
80
92.0
Reports: Annual update frequency
80
89.0
Farm Debt Mediation Service
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
Acknowledge receipt of your application within 1 business day
80
100.0
Have all necessary documentation sent to creditors and producers 7 business days prior to the mediation meeting
80
86.0
Schedule the first mediation meeting within 70 calendar days after acceptance of your application
80
80.0
Geospatial Products
Service standard
Target (%)
Results for 2019–2020 annual (%)
Provide an estimated delivery date for information products within 3 business days
80
100.0
Global Analysis
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
99.0
Provide an estimated delivery date for information products within 3 business days
80
99.0
Indigenous Agriculture and Food Systems
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
98.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
95.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
50.0
Living Laboratories Initaitive: Collaborative Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
95.0
Acknowledge receipt of your application within 1 business day
80
100.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
100.0
Local Food Infrastructure Fund: Infrastructure and Equipment Improvement Projects
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
99.0
Acknowledge receipt of your application within 1 business day
80
96.0
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
80
89.0
Market Access Services
Service standard
Target (%)
Results for 2019–2020 annual (%)
A receipt of acknowledgement will be sent the same business day
80
99.0
Response to inquiry will follow within 5 business days
80
89.0
National Agro Climate Information Services (Drought Watch)
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
90.0
Provide an estimated delivery date for information products within 3 business days
80
95.0
Office of Intellectual Property and Commercialization
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
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)
80
91.0
Respond to a clients enquiry regarding posted licensing opportunities within 5 business days
80
100.0
Notify successful proponents 20 business days after the close of the request for proposals (reported annually in Q4)
80
100.0
Saint-Hyacinthe Research and Development Centre
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
97.0
Acknowledge receipt of your application within 1 business day
80
97.0
Assess your application and send you an approval or rejection notification within 10 business days
80
100.0
Youth Employment and Skills Program
Service standard
Target (%)
Results for 2019–2020 annual (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100.0
Acknowledge receipt of your application within 1 business day
80
100.0
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
100.0
Send you a payment within 30 business days of receipt of a duly completed and a documented claim
