Service Standards

We are committed to continual improvement with regard to our service delivery standards. These standards are aimed at improving the quality and timeliness of our service. We work with our clients to ensure that information requirements and processes are well understood so that these objectives can be met.

ITO Service Standards — Fiscal Year 2016–2017
Service Standard 2016–2017 Results

Application Processing Time

Our goal is to complete the review of your proposal and provide you with a funding decision within 6 months of receiving your complete project application (This applies to applications requesting less than $50 million).

Applications requesting more than $50 million require additional review by Treasury Board and/or Cabinet, and may require additional time for approvals.

Zero of one project under $50 million was approved within 6 months.Note 1

Application Processing Time for Small Enterprises (SEs)

Our goal is to complete the review of your proposal and provide you with a funding decision within 4 months of receiving your complete application (This applies to firms with less than 100 employees and applications requesting less than $2 million).

No projects for SEs were approved.

Claims Processing Time

Our goal is to process your completed claim and release the payment for contribution agreements in good standing within 45 calendar days.

95% of completed claims were released for payment within 45 days.

Amendment Processing Time

Our goal is to process your amendment and provide you with an approved amended agreement within 6 months.

78% of amendments were processed within 6 months.

Application Assistance Response Time

Our goal is to contact you within one business day when you request assistance with a project application through one of our toll-free numbers or by email.

88% of requests were answered within one business day.

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