Establish new performance standards for government services and measure and report on performance.

What success looks like

Government services that better meet the needs of Canadians.

Government's narrative on progress

The Government of Canada is assessing its service standards to ensure that they are comprehensive and meaningful. Among its achievements, the government has: • implemented new and better service standards for new clients applying for Canada Pension Plan (CPP) Disability benefits; • completed a Service Delivery Review for Veterans Affairs Canada to help drive wholesale change to delivering services and benefits to Veterans; • re-opened nine Veterans Affairs Canada offices and opened a new tenth office; • expanded auto-enrollment for Old Age Security (OAS) and Guaranteed Income Supplement (GIS) benefits; • implemented an integrated OAS/GIS application, allowing Canadians to apply to both OAS and GIS at the same time; • added new capacity for call centres handling inquiries related to Employment Insurance (EI) and Canada Revenue Agency; and • ensured more Canadians could file their taxes online for all Canada Revenue Agency administered programs. In 2017-18, the government consulted with Canadians as part of reviews of the EI, OAS and CPP service standards. The reviews found that current service standards meet Canadian’s expectations, but that information should be easier to find and read. These findings are informing future work on service standards. In addition to departmental web sites that inform clients of their service standards, the government also created a service inventory data-set on the Open.Canada.ca to provide a more consolidated view of services, their standards and related performance results.

Note: this is the government's own description, not an independent assessment.