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'''<big>We have archived this page and will not be updating it.</big>'''

'''<big>We have archived this page and will not be updating it.</big>'''

You can use it for research or reference. Consult our [https://www.canada.ca/en/treasury-board-secretariat/services/federal-regulatory-management/guidelines-tools.html Cabinet Directive on Regulations: Policies, guidance and tools] web page for the policy instruments and guidance in effect.</blockquote>

You can use it for research or reference. Consult our [https://www.canada.ca/en/treasury-board-secretariat/services/federal-regulatory-management/guidelines-tools.html Cabinet Directive on Regulations: Policies, guidance and tools] web page for the policy instruments and guidance in effect.</blockquote>

== Purpose ==

==Purpose==

This ''Guide on Improving Service Performance for Regulatory Authorizations'' (the guide) outlines the requirements that departments and agencies must meet to comply with the ''[[Cabinet Directive on Regulatory Management]]''. These requirements encompass the commitments outlined in the Government of Canada’s [https://www.canada.ca/en/government/system/laws/developing-improving-federal-regulations/requirements-developing-managing-reviewing-regulations/red-tape-reduction-action-plan.html Red Tape Reduction Action Plan] that responds to the recommendations of the Red Tape Reduction Commission. This guide is intended for use by federal public servant employees responsible for developing service standards and posting them on departmental and agency websites.

This ''Guide on Improving Service Performance for Regulatory Authorizations'' (the guide) outlines the requirements that departments and agencies must meet to comply with the ''[[Cabinet Directive on Regulatory Management]]''. These requirements encompass the commitments outlined in the Government of Canada’s [https://www.canada.ca/en/government/system/laws/developing-improving-federal-regulations/requirements-developing-managing-reviewing-regulations/red-tape-reduction-action-plan.html Red Tape Reduction Action Plan] that responds to the recommendations of the Red Tape Reduction Commission. This guide is intended for use by federal public servant employees responsible for developing service standards and posting them on departmental and agency websites.

Quality of service and predictability of service are legitimate expectations of Canadians when interacting with the Government of Canada. The establishment of timeliness service standards for regulatory authorizations will clarify expectations and increase predictability in the federal regulatory system. This will benefit the many Canadians, particularly businesses, who must seek permission from the federal government either to conduct a regulated activity or be exempt from it.

Quality of service and predictability of service are legitimate expectations of Canadians when interacting with the Government of Canada. The establishment of timeliness service standards for regulatory authorizations will clarify expectations and increase predictability in the federal regulatory system. This will benefit the many Canadians, particularly businesses, who must seek permission from the federal government either to conduct a regulated activity or be exempt from it.

== Effective Date ==

== Effective Date==

This guide takes effect immediately on distribution to departments and agencies.

This guide takes effect immediately on distribution to departments and agencies.

== Context ==

==Context==

Canada’s regulatory system is designed to protect and advance the public interest in the areas of health, safety and security, the quality of the environment, and the social and economic well-being of Canadians. While regulation itself is not a service, there is a small sub-set of regulatory activities that are characteristic of a service. These activities are called regulatory authorizations.

Canada’s regulatory system is designed to protect and advance the public interest in the areas of health, safety and security, the quality of the environment, and the social and economic well-being of Canadians. While regulation itself is not a service, there is a small sub-set of regulatory activities that are characteristic of a service. These activities are called regulatory authorizations.

The requirements for developing service standards are outlined in [[Cabinet Directive on Regulatory Management#Regulatory Management|Section 7(P) of the ''Cabinet Directive on Regulatory Management'']], “Service Performance.” It stipulates that:

The requirements for developing service standards are outlined in [[Cabinet Directive on Regulatory Management#Regulatory Management|Section 7(P) of the ''Cabinet Directive on Regulatory Management'']], “Service Performance.” It stipulates that:

* Departments and agencies are responsible for maintaining high levels of professionalism in their interactions with affected Canadians, including businesses, and for providing them with clear and timely decisions.

*Departments and agencies are responsible for maintaining high levels of professionalism in their interactions with affected Canadians, including businesses, and for providing them with clear and timely decisions.

* Departments and agencies will therefore develop and publish services standards that, at a minimum, address the timeliness of decision making. They will also report publicly on performance against those standards, particularly for regulatory authorizations (e.g., licensing, permits, certifications).

*Departments and agencies will therefore develop and publish services standards that, at a minimum, address the timeliness of decision making. They will also report publicly on performance against those standards, particularly for regulatory authorizations (e.g., licensing, permits, certifications).

* Departments and agencies will also clarify information requirements and the process to be followed, including the process for complaints about poor service.

*Departments and agencies will also clarify information requirements and the process to be followed, including the process for complaints about poor service.

The ''Cabinet Directive on Regulatory Management'' is not the only federal policy instrument that requires the development and publication of service standards. The Treasury Board of Canada Secretariat’s (the Secretariat’s) 2004 ''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=12236&section=text#cha1 Policy on Service Standards for External Fees]'' states that “the provision of services external to the federal government, for which fees are charged, must be accompanied with service standards that are: (a) measurable; and (b) relevant at the level of the paying stakeholder.” This requirement also extends to longstanding regulatory authorizations that charge a fee (that is, those that were in existence at the time the policy came into effect). The ''Policy on Service Standards for External Fees'' complements the 2004 ''[http://laws-lois.justice.gc.ca/eng/acts/U-3.7/FullText.html User Fees Act]'', which requires the development of service standards when proposing a new fee or amending an existing fee. Accordingly, all regulatory authorizations that charge the user (applicant) a fee are already required to have a service standard in place.

The ''Cabinet Directive on Regulatory Management'' is not the only federal policy instrument that requires the development and publication of service standards. The Treasury Board of Canada Secretariat’s (the Secretariat’s) 2004 ''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=12236&section=text#cha1 Policy on Service Standards for External Fees]'' states that “the provision of services external to the federal government, for which fees are charged, must be accompanied with service standards that are: (a) measurable; and (b) relevant at the level of the paying stakeholder.” This requirement also extends to longstanding regulatory authorizations that charge a fee (that is, those that were in existence at the time the policy came into effect). The ''Policy on Service Standards for External Fees'' complements the 2004 ''[http://laws-lois.justice.gc.ca/eng/acts/U-3.7/FullText.html User Fees Act]'', which requires the development of service standards when proposing a new fee or amending an existing fee. Accordingly, all regulatory authorizations that charge the user (applicant) a fee are already required to have a service standard in place.

The requirements in this guide implement both the Red Tape Reduction Action Plan and the ''Cabinet Directive on Regulatory Management''. Given the specific nature of the Government of Canada’s commitments in the Red Tape Reduction Action Plan, departments and agencies should focus early efforts on developing service standards for high-volume regulatory authorizations that impact business and that '''do not currently''' have publicly available service standards.

The requirements in this guide implement both the Red Tape Reduction Action Plan and the ''Cabinet Directive on Regulatory Management''. Given the specific nature of the Government of Canada’s commitments in the Red Tape Reduction Action Plan, departments and agencies should focus early efforts on developing service standards for high-volume regulatory authorizations that impact business and that '''do not currently''' have publicly available service standards.

== Scope of Application ==

==Scope of Application ==

This guide applies to all federal departments, agencies, and entities, as defined by [[:en:Cabinet_Directive_on_Regulatory_Management#Scope_of_Application|Section 3 of the ''Cabinet Directive on Regulatory Management'']] (refer to Table 1).

This guide applies to all federal departments, agencies, and entities, as defined by [[:en:Cabinet_Directive_on_Regulatory_Management#Scope_of_Application|Section 3 of the ''Cabinet Directive on Regulatory Management'']] (refer to Table 1).

|'''7. Federal departments, agencies and entities:''' The Cabinet Directive on Regulatory Management applies to all federal departments, agencies, and entities over which the Cabinet has either general authority or a specific authority relating to regulation making, or both such authorities:

|'''7. Federal departments, agencies and entities:''' The Cabinet Directive on Regulatory Management applies to all federal departments, agencies, and entities over which the Cabinet has either general authority or a specific authority relating to regulation making, or both such authorities:

# Federal departments, agencies, and entities under the general authority of Cabinet include all of the public administration, including ministers, with the exception of certain federal entities that are created by statute and that have an existence, a mandate, and powers with substantial independence from the government.

#Federal departments, agencies, and entities under the general authority of Cabinet include all of the public administration, including ministers, with the exception of certain federal entities that are created by statute and that have an existence, a mandate, and powers with substantial independence from the government.

# Entities not under the general authority of Cabinet must comply with the Directive if the Governor in Council or the Treasury Board has a specific authority related to regulation making.

#Entities not under the general authority of Cabinet must comply with the Directive if the Governor in Council or the Treasury Board has a specific authority related to regulation making.

# (Entities not under the general authority of Cabinet and over which Cabinet does not have a specific authority should, as a matter of good regulatory practice, follow the Directive and apply its requirements as appropriate to their context.

#(Entities not under the general authority of Cabinet and over which Cabinet does not have a specific authority should, as a matter of good regulatory practice, follow the Directive and apply its requirements as appropriate to their context.

|}

|}

== Definitions ==

==Definitions==

The following terms and definitions apply to this guide:

The following terms and definitions apply to this guide:

; ''Regulatory authorization:''

;''Regulatory authorization:''

: A regulatory authorization is a decision-making activity whereby a regulated party submits an application to the Government of Canada seeking permission either to conduct a regulated activity or be exempt from it. The Government may grant permission in various forms, including a permit, licence or certification. Table 2 provides examples of different types of regulatory authorizations in the Government of Canada.

:A regulatory authorization is a decision-making activity whereby a regulated party submits an application to the Government of Canada seeking permission either to conduct a regulated activity or be exempt from it. The Government may grant permission in various forms, including a permit, licence or certification. Table 2 provides examples of different types of regulatory authorizations in the Government of Canada.

{| class="wikitable"

{| class="wikitable"

!Authorization

!Authorization

|-

|-

|Hatchery permit

| Hatchery permit

|Cheese import licence

|Cheese import licence

|Arctic pollution prevention certificate

| Arctic pollution prevention certificate

|Registration of an aircraft

|Registration of an aircraft

|Authorization to introduce fish species

|Authorization to introduce fish species

|}

|}

; ''High-volume regulatory authorization:''

;''High-volume regulatory authorization:''

: A high-volume regulatory authorization is defined as one with 100 or more transactions per year. This is the threshold that triggers the requirement to develop service standards for every authorization of this kind.

:A high-volume regulatory authorization is defined as one with 100 or more transactions per year. This is the threshold that triggers the requirement to develop service standards for every authorization of this kind.

; ''Service standard:''

;''Service standard:''

: A service standard is a public commitment to a measurable level of performance that clients can expect ''under normal circumstances'' (normal day-to-day operations).

: A service standard is a public commitment to a measurable level of performance that clients can expect ''under normal circumstances'' (normal day-to-day operations).

; ''Timeliness service standard:''

;''Timeliness service standard:''

: A type of service standard that states how long the client should expect to wait to receive a service once the service has been accessed.

:A type of service standard that states how long the client should expect to wait to receive a service once the service has been accessed.

; ''Performance target:''

;''Performance target:''

: A performance target is the frequency (often expressed as a percentage) that a department or agency expects to meet a service standard. All service standards should be linked to a performance target.

:A performance target is the frequency (often expressed as a percentage) that a department or agency expects to meet a service standard. All service standards should be linked to a performance target.

== Principles ==

==Principles==

The key principles that will drive the development and implementation of timeliness service standards for high-volume regulatory authorizations are:

The key principles that will drive the development and implementation of timeliness service standards for high-volume regulatory authorizations are:

; ''Accountability:''

;''Accountability:''

: Deputy heads are accountable for service performance within their organizations. Given the broad range of unique risks and operational imperatives associated with implementing service standards, deputy heads require a degree of flexibility when developing and implementing service standards and performance targets for regulatory authorizations.

:Deputy heads are accountable for service performance within their organizations. Given the broad range of unique risks and operational imperatives associated with implementing service standards, deputy heads require a degree of flexibility when developing and implementing service standards and performance targets for regulatory authorizations.

; ''Achievability:''

;''Achievability:''

: Service standards for regulatory authorizations should be realistic and achievable, yet meaningful to the individuals requesting the authorization.

:Service standards for regulatory authorizations should be realistic and achievable, yet meaningful to the individuals requesting the authorization.

; ''Continuous improvement:''

;''Continuous improvement:''

: There should be an objective of improving service performance over time; service standards and service improvement initiatives should be regularly reviewed and updated.

:There should be an objective of improving service performance over time; service standards and service improvement initiatives should be regularly reviewed and updated.

== General Overview of Service Standards and Performance Targets ==

==General Overview of Service Standards and Performance Targets==

=== Service Standards ===

===Service Standards===

Service standards are integral to good client service and important for effective management of service performance. They also help clarify expectations for clients and employees, drive service improvement, and contribute to a results-based approach to management.

Service standards are integral to good client service and important for effective management of service performance. They also help clarify expectations for clients and employees, drive service improvement, and contribute to a results-based approach to management.

[[File:Gispra-garmsar01-eng.gif|alt=Phase 1 - Establish Service Standard Priorities Step 1. Take Stock of Existing Initiatives Step 2. Connect to Organizational Priorities Phase II - Plan and Develop Service Standards Step 3. Develop Service Standards Step 4. Assess Monitoring Capacity Step 5. Validate Proposed Service Standards Step 6. Determine the Performance Methodology and Measurement Framework Phase III - Implement Service Standards Step 7. Establish and Implementation Plan Step 8. Determine if New Systems or Processes are Necessary Step 9. Train Staff and Service Delivery Partners Step 10. Communicate Service Standards Phase IV - Measure Performance Against Service Standards Step 11. Measure Performance Step 12. Evaluate Findings and Report to Senior Management Step 13. Publish Results for Clients Phase V - Act on the Results Step 14. Determine Course of Action Step 15. Implement Required Changes|thumb|Figure 1: Phases and Steps in Life-Cycle Management of Service Standards]]

[[File:Gispra-garmsar01-eng.gif|alt=Phase 1 - Establish Service Standard Priorities Step 1. Take Stock of Existing Initiatives Step 2. Connect to Organizational Priorities Phase II - Plan and Develop Service Standards Step 3. Develop Service Standards Step 4. Assess Monitoring Capacity Step 5. Validate Proposed Service Standards Step 6. Determine the Performance Methodology and Measurement Framework Phase III - Implement Service Standards Step 7. Establish and Implementation Plan Step 8. Determine if New Systems or Processes are Necessary Step 9. Train Staff and Service Delivery Partners Step 10. Communicate Service Standards Phase IV - Measure Performance Against Service Standards Step 11. Measure Performance Step 12. Evaluate Findings and Report to Senior Management Step 13. Publish Results for Clients Phase V - Act on the Results Step 14. Determine Course of Action Step 15. Implement Required Changes|thumb|Figure 1: Phases and Steps in Life-Cycle Management of Service Standards]]

The Secretariat has developed a ''[https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750 Guideline on Service Standards]'' to provide guidance on developing and managing service standards for a broad range of services to citizens and business. The guideline complements multiple Government of Canada policy instruments that require departments and agencies to establish service standards, including, as previously mentioned, the following:

The Secretariat has developed a ''[https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750 Guideline on Service Standards]'' to provide guidance on developing and managing service standards for a broad range of services to citizens and business. The guideline complements multiple Government of Canada policy instruments that require departments and agencies to establish service standards, including, as previously mentioned, the following:

* ''[http://laws-lois.justice.gc.ca/eng/acts/U-3.7/ User Fees Act]'' (section 4 (1)(f));

*''[http://laws-lois.justice.gc.ca/eng/acts/U-3.7/ User Fees Act]'' (section 4 (1)(f));

* ''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=12236 Policy on Service Standards for External Fees]'' (sections 5.1, 5.2 and 5.3); and

*''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=12236 Policy on Service Standards for External Fees]'' (sections 5.1, 5.2 and 5.3); and

* ''[[Cabinet Directive on Regulatory Management]]''.

*''[[Cabinet Directive on Regulatory Management]]''.

The ''Guideline on Service Standards'' outlines a set of generic steps that can be applied to the development, implementation and performance monitoring of service standards.

The ''Guideline on Service Standards'' outlines a set of generic steps that can be applied to the development, implementation and performance monitoring of service standards.

Departments and agencies are encouraged to refer to the TBS ''[https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750 Guideline on Service Standards]'' when implementing the requirements of this guide.

Departments and agencies are encouraged to refer to the TBS ''[https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750 Guideline on Service Standards]'' when implementing the requirements of this guide.

=== Performance Targets ===

===Performance Targets ===

An operational performance target represents the frequency with which the organization expects to meet their service standards under “normal circumstances.” The target takes into account the risks associated with process delays and uncertainties arising from factors such as workload fluctuations, staff movements, and seasonal variations. The target is useful in managing operations and tracking progress against overall delivery objectives.

An operational performance target represents the frequency with which the organization expects to meet their service standards under “normal circumstances.” The target takes into account the risks associated with process delays and uncertainties arising from factors such as workload fluctuations, staff movements, and seasonal variations. The target is useful in managing operations and tracking progress against overall delivery objectives.

|+'''Table 3. Comparing Service Standards and Performance Targets'''

|+'''Table 3. Comparing Service Standards and Performance Targets'''

!Service Standard

!Service Standard

!Performance Target

! Performance Target

|-

|-

|The Canada Revenue Agency has put in place a standard to process T2 corporation income tax returns within 60 days.

|The Canada Revenue Agency has put in place a standard to process T2 corporation income tax returns within 60 days.

|}

|}

== Requirements ==

==Requirements==

This section outlines the requirements that departments and agencies must meet to be in compliance with the CDRM. As stated previously in Section 3 of this guide, departments and agencies should place an early and particular focus on developing and posting timeliness service standards for high-volume regulatory authorizations that impact business and that do not have a publicly available service standard on their website.

This section outlines the requirements that departments and agencies must meet to be in compliance with the CDRM. As stated previously in Section 3 of this guide, departments and agencies should place an early and particular focus on developing and posting timeliness service standards for high-volume regulatory authorizations that impact business and that do not have a publicly available service standard on their website.

=== Service Standards ===

===Service Standards===

Departments and agencies are required to develop timeliness service standards, meaning that the service standards must articulate, at a minimum, how long the client should expect to wait to receive a decision from the government on their application for a regulatory authorization.

Departments and agencies are required to develop timeliness service standards, meaning that the service standards must articulate, at a minimum, how long the client should expect to wait to receive a decision from the government on their application for a regulatory authorization.

Examples of timeliness service standards can be found in the ''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750&section=text Guideline on Service Standards]''.

Examples of timeliness service standards can be found in the ''[http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750&section=text Guideline on Service Standards]''.

=== Information and Process Requirements ===

===Information and Process Requirements===

Departments and agencies are required to post on their Acts and Regulations Web page (refer to Section 8.4) the information requirements and process that applicants must follow when applying for the authorization. A departmental contact who can answer questions from the public must also be identified.

Departments and agencies are required to post on their Acts and Regulations Web page (refer to Section 8.4) the information requirements and process that applicants must follow when applying for the authorization. A departmental contact who can answer questions from the public must also be identified.

The level of detail necessary to meet this requirement will vary depending on the complexity of the authorization process. At a minimum, there should be clear and straightforward information on how to apply for the authorization, what the process entails, and a brief description of the roles and responsibilities of both the applicant and the department or agency at key stages in the application process.

The level of detail necessary to meet this requirement will vary depending on the complexity of the authorization process. At a minimum, there should be clear and straightforward information on how to apply for the authorization, what the process entails, and a brief description of the roles and responsibilities of both the applicant and the department or agency at key stages in the application process.

=== Feedback Mechanism ===

===Feedback Mechanism ===

Departments and agencies must develop and implement a process to receive and respond to complaints and other feedback from stakeholders on their service standards. First and foremost, departments and agencies must identify on their website (refer to Section 8.4) how Canadians can lodge a complaint if service expectations have not been met. An internal process to manage the complaints should also be established. This will help ensure that complaints are addressed and will enable the department or agency to track trends over time so that improvements can be made, as necessary.

Departments and agencies must develop and implement a process to receive and respond to complaints and other feedback from stakeholders on their service standards. First and foremost, departments and agencies must identify on their website (refer to Section 8.4) how Canadians can lodge a complaint if service expectations have not been met. An internal process to manage the complaints should also be established. This will help ensure that complaints are addressed and will enable the department or agency to track trends over time so that improvements can be made, as necessary.

Departments and agencies are encouraged to involve their legal affairs team in the development of service standards, including with respect to developing an internal process to manage complaints as it may involve the collection and management of personal or sensitive information.

Departments and agencies are encouraged to involve their legal affairs team in the development of service standards, including with respect to developing an internal process to manage complaints as it may involve the collection and management of personal or sensitive information.

=== Posting Service Standards on the Web ===

=== Posting Service Standards on the Web===

The Secretariat will issue guidance detailing the suite of required changes to departmental and agency websites to improve the transparency of the federal regulatory system. The document ''[[Guide on Forward Planning and Related Measures to Improve the Transparency and Predictability of the Federal Regulatory System|Guidance on Forward Planning and Related Measures to Improve the Transparency and Predictability of the Federal Regulatory System]]'' states that all regulatory departments and agencies must develop a departmental Acts and Regulations Web page. This Web page is to include, ''inter alia'', information on the government’s regulatory reform initiatives, including service standards for high-volume regulatory authorizations.

The Secretariat will issue guidance detailing the suite of required changes to departmental and agency websites to improve the transparency of the federal regulatory system. The document ''[[Guide on Forward Planning and Related Measures to Improve the Transparency and Predictability of the Federal Regulatory System|Guidance on Forward Planning and Related Measures to Improve the Transparency and Predictability of the Federal Regulatory System]]'' states that all regulatory departments and agencies must develop a departmental Acts and Regulations Web page. This Web page is to include, ''inter alia'', information on the government’s regulatory reform initiatives, including service standards for high-volume regulatory authorizations.

Departments and agencies can customize the presentation of their new service standards, providing that they meet the above-stated requirements. They also have flexibility to determine how best to link these new standards to their existing service standards that are posted elsewhere on the departmental or agency website.

Departments and agencies can customize the presentation of their new service standards, providing that they meet the above-stated requirements. They also have flexibility to determine how best to link these new standards to their existing service standards that are posted elsewhere on the departmental or agency website.

=== Measuring and Reporting Performance ===

===Measuring and Reporting Performance===

Departments and agencies are required to post their annual service performance against the new service standards on their departmental Acts and Regulations Web page (refer to Section 8.4).

Departments and agencies are required to post their annual service performance against the new service standards on their departmental Acts and Regulations Web page (refer to Section 8.4).

!Target

!Target

!2009–10

!2009–10

!2010–11

! 2010–11

!2011–12

!2011–12

|-

|-

Departments and agencies will publish their service performance by June 1 for the previous fiscal year. The first full year for which service performance information will be reported is 2013–14, which must be published no later than June 1, 2014.

Departments and agencies will publish their service performance by June 1 for the previous fiscal year. The first full year for which service performance information will be reported is 2013–14, which must be published no later than June 1, 2014.

=== Approvals Process ===

===Approvals Process===

Departments and agencies should establish an approvals process for these new service standards.

Departments and agencies should establish an approvals process for these new service standards.

Departments and agencies are encouraged to have their legal affairs team review the proposed wording of the service standard prior to seeking final approval from senior management.

Departments and agencies are encouraged to have their legal affairs team review the proposed wording of the service standard prior to seeking final approval from senior management.

== Implementation ==

==Implementation ==

=== 9.1 Timeline for Establishing Service Standards ===

===9.1 Timeline for Establishing Service Standards ===

The development of service standards must balance the capabilities of the organization and the expectations of clients and stakeholders. As such, there may be a limit to the number of service standards that a department or agency can develop and effectively implement in a given year.

The development of service standards must balance the capabilities of the organization and the expectations of clients and stakeholders. As such, there may be a limit to the number of service standards that a department or agency can develop and effectively implement in a given year.

|+'''Table 6. Schedule of Requirements for Developing Service Standards'''

|+'''Table 6. Schedule of Requirements for Developing Service Standards'''

!Deadline

!Deadline

!Requirements

! Requirements

|-

|-

|'''March 2013'''

|'''March 2013'''

|

|

# Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''2,000''' transactions per year and do not currently have publicly available service standards.

#Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''2,000''' transactions per year and do not currently have publicly available service standards.

# Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.

#Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.

|-

|-

|'''March 2014'''

|'''March 2014'''

|

|

# Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''1,000''' transactions per year and do not currently have publicly available service standards.

#Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''1,000''' transactions per year and do not currently have publicly available service standards.

# Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.  

#Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.  

|-

|-

|'''March 2015'''

|'''March 2015'''

|

|

# Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''500''' transactions per year and do not currently have publicly available service standards.

#Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''500''' transactions per year and do not currently have publicly available service standards.

# Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.

#Departments and agencies that do not have any of the above regulatory authorizations must establish a service standard for their '''highest'''-volume authorization that impacts business and has over 100 transactions per year.

|-

|-

|'''March 2016'''

|'''March 2016'''

|

|

# Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''100''' transactions per year and do not currently have publicly available service standards.

#Departments and agencies will develop and post-service standards for their regulatory authorizations that impact business, have more than '''100''' transactions per year and do not currently have publicly available service standards.

|}

|}

=== Annual Scorecard Report ===

===Annual Scorecard Report===

The President of the Treasury Board will issue an Annual Scorecard Report on the government’s key regulatory management reforms, including service improvement measures. It will be made available to the public through the Secretariat’s website.

The President of the Treasury Board will issue an Annual Scorecard Report on the government’s key regulatory management reforms, including service improvement measures. It will be made available to the public through the Secretariat’s website.

== Accountability and Roles and Responsibilities ==

== Accountability and Roles and Responsibilities ==

=== 10.1 Deputy Heads ===

===10.1 Deputy Heads===

Deputy heads are responsible for complying with the requirements of this guide and the CDRM. This includes the establishment of service standards and publishing departmental performance in meeting those standards in accordance with the timelines set out in this document.

Deputy heads are responsible for complying with the requirements of this guide and the CDRM. This includes the establishment of service standards and publishing departmental performance in meeting those standards in accordance with the timelines set out in this document.

=== 10.2 Treasury Board of Canada Secretariat ===

===10.2 Treasury Board of Canada Secretariat===

The Secretariat’s Regulatory Affairs Sector (RAS) will monitor and track the development and performance of service standards for regulatory authorizations. RAS is also responsible for drafting the Annual Scorecard Report (refer to Section 9.2 in this guide).

The Secretariat’s Regulatory Affairs Sector (RAS) will monitor and track the development and performance of service standards for regulatory authorizations. RAS is also responsible for drafting the Annual Scorecard Report (refer to Section 9.2 in this guide).

The Secretariat’s Chief Information Officer Branch (CIOB) will provide guidance to departments and agencies in the pursuit of sound service management practices.

The Secretariat’s Chief Information Officer Branch (CIOB) will provide guidance to departments and agencies in the pursuit of sound service management practices.

== Additional Resources for Regulators ==

== Additional Resources for Regulators==

The '''Canada School of Public Service''' offers courses on service standards for public servants, including functional specialists on service delivery:

The '''Canada School of Public Service''' offers courses on service standards for public servants, including functional specialists on service delivery:

* Service Standards Lifecycle Management (T177)

*Service Standards Lifecycle Management (T177)

* Service Excellence for Citizens (T178)

*Service Excellence for Citizens (T178)

* Service Excellence for Colleagues (T198)

*Service Excellence for Colleagues (T198)

The '''Community of Federal Regulators''' is a forum to share knowledge and experience in the federal regulatory process.

The '''Community of Federal Regulators''' is a forum to share knowledge and experience in the federal regulatory process.

The '''Secretariat’s Chief Information Office Branch''' can answer specific questions from departments and agencies regarding the development of individual service standards.

The '''Secretariat’s Chief Information Office Branch''' can answer specific questions from departments and agencies regarding the development of individual service standards.

== Enquiries ==

==Enquiries==

For information about this guide, please use the [https://www.canada.ca/en/treasury-board-secretariat/corporate/contact.html TBS Contact Us Form] or consult the [https://www.canada.ca/en/treasury-board-secretariat/corporate/organization.html Regulatory Affairs Sector Website]

For information about this guide, please use the [https://www.canada.ca/en/treasury-board-secretariat/corporate/contact.html TBS Contact Us Form] or consult the [https://www.canada.ca/en/treasury-board-secretariat/corporate/organization.html Regulatory Affairs Sector Website]

For information about departmental or agency service standards, please contact that organization.

For information about departmental or agency service standards, please contact that organization.