Service Standards: Innovation Canada

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Innovation Canada is committed to serving clients in a prompt, reliable, professional and fair manner. To this end, we make the following commitments:

Strategic Innovation Fund (SIF)

Service Standard Description Performance Indicator Target 2018–2019 Results*
Respond to public enquiries For public enquiries submitted to SIF directly or via ISED's contact centre, a response will be provided within 7 working days of receiving the enquiry % of public enquiries responded to within the service standard 80% 78%
Notification of receipt of Statement of Interest For statements of interest (SOIs) received by SIF an acknowledgement will be provided within 1 working day of receiving the SOI % of SOIs acknowledged within the service standard 95% NA

*Results measured from January 1, 2019 to March 31, 2019

Innovation Superclusters Initiative (ISI)

Service Standard Description Performance Indicator Target 2018–2019 Results
Respond to public enquiries For public enquiries submitted to the ISI mailbox, a response will be provided within 7 working days of receiving the enquiry % of public enquiries responded to within the service standard 80% 72%
Acknowledge receipt of public enquiries For public enquiries submitted to the ISI mailbox, acknowledge receipt within 3 working days of receiving the enquiry % of public enquiries acknowledged within the service standard 80% NA
Provide feedback on advance requests Provide Recipients* with feedback, if any, on funding advance requests within 10 working days of receipt For advance funding requests submitted by Recipients that require feedback, the % that received feedback within the service standard 80% NA
Release payments for advance of funds Release payment within 15 working days of satisfying all requirements for an advance of funds % of advance payments released within the service standard 90% NA

*Wherein the Recipient is the Supercluster not-for-profit entity

Innovative Solutions Canada (ISC)

Service Standard Description Performance Indicator Target 2018–2019 Results
Notification of receipt of application For applications received by ISC (challenge and testing streams), an acknowledgement will be provided within 1 working day of receiving the application % of applications acknowledged within the service standard 95% NA
Processing Payments Pay Testing Stream supplier invoices received, within 30 calendar days % of payments made within the service standard 90% NA

Accelerated Growth Service (AGS)

Service Standard Description Performance Indicator Target 2018–2019 Results
Schedule client meeting with full AGS team For new companies nominated to AGS, a team will be assembled and will meet with client (as a full team) within 80 working days of signing the consent form. Time from the date the consent form is signed to first meeting scheduled with AGS team 80% NA
Delivery of AGS Growth Plan The AGS lead will deliver a complete Growth Plan to clients within 20 working days of the initial client meeting. Time from initial client meeting to delivery of Growth Plan 80% NA
Initial contact from Innovation Advisor For new companies contacting AGS through the Contact Centre, an Innovation Advisor will send an initial introduction email, with an invitation for a phone meeting within 5 business days Time from initial client contact to the date an Innovation Advisor sends an initial email 80% NA

Clean Growth Hub (CGH)

Service Standard Description Performance Indicator Target 2018–2019 Results
Respond to public enquiries For public enquiries submitted to the Clean Growth Hub mailbox, a response will be provided within 5 working days of receiving the enquiry. % of public enquiries responded to within the service standard 80 % NA
Schedule client meeting As determined by project requirements, a call or meeting will be scheduled with new Clean Growth Hub clients within 5 working days of receiving their consent. % of scheduled calls or meetings within the service standard 80% NA
Delivery of client advisory service For client advisory services sought through the Clean Growth Hub, a response will be provided within 10 working days of the initial client call or meeting. % of client advisory service provided within the service standard 80% NA

Innovation Canada Platform, BizPal, and ExploreIP

Service Standard Description Performance Indicator Target 2018-2019 Results
Website uptime for Innovation Canada digital platforms The Innovation Canada, BizPal, and ExploreIP web platforms will be accessible to the public 24 hours a day, 7 days a week Website uptime as measured by the platforms' web analytics tools 99.5% NA
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