Standards of Service to the Public

From: Innovation, Science and Economic Development Canada

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

Notice: other programs and services with Innovation, Science and Economic Development Canada (ISED) may have different Standards of Service to the Public.

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 user needs and communicated in a professional manner.

Promptness

How did we do in 2017-2018?

ISED sets service level standards for various criteria and monitors performance on an ongoing basis. Here are the statistics for enquiries received in 2017-2018.

Standards of Service to the Public
ISED 2017-2018 Annual Report
Criteria What are we aiming for? How did we do? How is this measured?

Availability

Service available in official language of choice

100%

100%

Quality Assurance Reports

Access to service during business hours

100%

99.9%

Outage Reports

Access to service for persons with limitations

100%

99.9%

Outage Reports

Quality

Accurate, relevant, reliable and professional service

90%

90.4%

Quality Assurance Reports

Promptness

Handle incoming calls and chats within two minutes

90%

87%

Telephony Reports

24-hour response rate for "off-the-shelf" enquiries

90%

92.3%

Enquiry Reports

5-day response rate for all enquiries

90%

98.7%

EnquiryReports

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