Standards of Service to the Public

Standards of Service to the Public

Our contact centre is committed to serving clients in a prompt, reliable, courteous and fair manner. To this end, we make the following commitments.

Availability

Making information available is an important part of our business. We seek to

Quality

We provide accurate, relevant and reliable information that is customized to users' needs and communicated in a professional manner.

Promptness

How did we do in 2016-17?

Innovation, Science and Economic Development Canada (ISED) sets service level standards for various criteria and monitors performance on an ongoing basis.

Here are the statistics for enquiries received in 2016-17.

Standards of Service to the Public—ISED 2016-17 Annual Report
Criteria Performance How is this measured?
Availability
Service available in official language of choice 100% Enquiries monitoring
Access to service during business hours 99.9%
Access to service for persons with limitations 100% Telephony reports
Quality
Accurate, relevant, reliable and professional service 93.3% Enquiries monitoring
Promptness
24-hour response rate for "off-the-shelf" enquiries 92.9% Telephony reports
5-day response rate for all enquiries 98.9% Telephony reports
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