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| style="border-left:2px solid white; background-color: #007399; width:500px; height:30px;" |<font size="3" color="white"> [https://mysource.hc-sc.gc.ca/en/ss/programs-and-services/financial-operations/procurement-and-contracting/service-standards Mysource Link]</font>
| style="border-left:2px solid white; background-color: #007399; width:500px; height:30px;" |<font size="3" color="white"> [https://mysource.hc-sc.gc.ca/en/ss/programs-and-services/financial-operations/procurement-and-contracting/service-standards Mysource Link]</font>
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</div>
</div>A service standard is a public commitment to a measureable level of performance that clients can expect under normal circumstances.
Service standards are an important element of service management excellence; they help to clarify expectations for those involved in the procurement of goods and services. They also enable performance management and support client satisfaction.
Service standards provide valuable information to managers to properly plan to acquire goods and services in support of programs and operations.
It should be noted that detailed service standards provided to Treasury Board on behalf of Health Canada and the Public Health Agency of Canada, were recognized as a notable practice in this years (2014) UNAF assessment.
{| class="wikitable"
! rowspan="2" |Contract Type
! rowspan="2" |Procurement type
! rowspan="2" |Contract Requisition required
! rowspan="2" |Delegated Signing
Authority
! colspan="2" |Time required
(calendar days)
|-
!Competitive Process (where applicable TC, OB or ACAN)
!Non-Competitive Process (TN)
|-
!942/CS/TT
|Call-ups Against a Standing Offer
(excluding IT goods) (942, CS, TT) < $10K
|No
|CCM
|7
|7
|-
!942/CS/TT
|Call-ups Against a Standing Offer
(excluding IT Goods) (942, CS, TT) > $10K+
|Yes
|PG
|28
|28
|-
!942
|Call-ups Against a Standing Offer
(all IT) (all values $)
|Yes
(except under $10K)
|PG
|28
|28
|-
!TH
|Calls-ups Against a Temporary Help Standing Offer
(all values $)
|No
|CCM
|7
|7
|-
!9200
|PWGSC Purchase Requisition
|Yes (all values)
|PW
|14
|14
|-
!MOA/ILA
|Memorandum of Agreement (MOA) /
Inter-departmental Letter of Agreement (ILA)
|No
|CCM
|21
|21
|-
!PO
|PO (Goods – Non-IT) < $10K
|No
|CCM
|14
|7
|-
!PO
|PO (Goods – Non-IT) > $10K+
|Yes
|PG
|14
|7
|-
!PO
|PO (Goods IT) ($0.0 - $25K)
|Yes (all values)
|PG
|21
|14
|-
!PS1
|PS1 (Services) ($10K +)
|Yes (all values)
|PG
|TC = 70
|TN = 30
|-
!PS1
|PS1 (Services) Open Bidding Requirements (OB)
|Yes (all values)
|PG
|105
|N/A
|-
!PS1
|PS1 (Services) Open Bidding Requirements (ACAN)
|Yes (all values)
|PG
|63
|N/A
|-
!SAC
|Supply Arrangement Contract
Services & Construction
(all values $) (i.e. PASS; PS Online; TBIPS and TSPS)
|Yes (all values)
|PG
|77
|30
|-
!SAC
|Supply Arrangement Contract
Goods only (which includes IT)
(all values $)
|Yes (all values)
|PG
|21
|14
|-
!LPO
|Local Purchase Order ($0.0 – $5K)
|No
|CCM
|7
|7
|-
!PS2
|Short Form Contracts ($0.0 – $10K)
|No
|CCM
|7
|7
|}
Please note: The above timelines are taking into consideration that all required documents are adequately completed and submitted at the time of the initial request. Please refer to [[/mysource.hc-sc.gc.ca/en/node/5135|Procurement documentation required in SAP]] '''<u>(link is not working)</u>''' which will provide further information to assist Cost Center Managers. Furthermore, it should be noted that timelines do not include the time required to complete the security process or address Comprehensive Land Claim Agreements. Lastly, requests requiring to be processed within shortened timelines (i.e. urgent unpredictable requirements) also directly impact on the processing of other requests. Taking these factors into account, the Department/Agency target has been set and monitored toward the achievement of meeting timelines on an combined/aggregated basis between 70% to 85% for all procurement requests received.