Directive No. 35
Original

Levels of Service Standards

Policy Objective:

To provide a standardized framework to permit Civil Aviation functions to develop Levels of Service standards in accordance with Treasury Board's Service Improvement Initiative.

Background:

In March 2000, the Government of Canada introduced a new federal management framework, described in the document Results for Canadians: A Management Framework for the Government of Canada. It clearly affirms that serving Canadians and delivering the results they care about must be the primary focus of government management through one of its major commitments called Citizen-Centered Service Delivery. To deliver on this commitment, Treasury Board approved a five-year Service Improvement Initiative. It commits the Government of Canada to achieve a significant, quantifiable improvement in client satisfaction with its services over the next five years.

Improved measurement, as well as the use and reporting of information on results and related costs, are essential elements of this initiative. Treasury Board has established a target of a minimum 10 percent improvement in Canadian's satisfaction with the delivery of key government services by 2005. It is noted, however, that the achievement of 10 percent is less important than the demonstration of processes that enable continuous accountability for sustained or improved client satisfaction.

Some service delivery standards are already embedded in our regulations; others have been developed in functions throughout Civil Aviation. As an integral part of developing a comprehensive Integrated Management System for Civil Aviation, we intend to build on work to date by moving towards Levels of Service standards for each of our functional areas, which reflect the range of regulatory services we deliver to our clients.

This directive offers a framework to help in providing suggested tools and other relevant information to fulfill Treasury Board's Service Improvement Initiative.

Policy Statement:

Civil Aviation will establish a baseline for client satisfaction, create service improvement plans based on clients' priorities, set targets for improvement in client satisfaction and monitor and report on performance obtained through Levels of Service standards.

Application:

This policy applies to all employees of Transport Canada Civil Aviation and will be implemented progressively across the directorate.

Definitions:

Service — Activities that contribute to continuous improvement in aviation safety in Canada, and to a high level of public confidence in the Department's Civil Aviation Program.

Client — The direct user or recipient of government services. There are two types of clients: internal and external. An internal client is a government employee that receives service directly from another government employee in order for that employee to provide service to his/her clients. An external client is a member of the public that is a direct recipient of government services. In Civil Aviation, the regulated community is an external client: persons that must comply with rules before being issued the authority to exercise the privileges stated by those rules.

Service Standards — A performance objective against which services can be measured.

Approach:

Civil Aviation's Levels of Service standards will:

• Describe the service and its benefits to clients
• Include service "targets" about the quality of service clients may expect
• Specify targets for key aspects of service delivery such as timeliness, access, and accuracy of delivery
• Include costs of services, where applicable
• Specify the courses of action available to clients if they feel standards have not been met or if they wish to compliment our service

The following principles should be considered in developing and implementing standards:

• Know your business: be able to identify your clients, other stakeholders, services, any partners who help in delivering those services (e.g. aviation certificate holders) and associated costs.
• Consult clients, staff and other stakeholders: find out what people think are important services and their current level of satisfaction and future expectations and define client responsibilities versus those of the organization. It is recognized that consultation with clients is not practical during the development of Levels of Service standard. Therefore, a process to collect, and analyze client concerns should be used to better understand their needs and further refine the Levels of Service standard, where applicable.
• Be client-sensitive: develop Levels of Service standards which will mean something to clients and stay open to refining those standards to meet changing circumstances. Level of Service standards should be reviewed and amended at a set frequency, taking into account feedback received.
• Think performance measurement: develop Levels of Service standards which will fit with the overall need to be able to better describe the results of what we are doing and how well we are doing it
• Communicate standards and expectations: make sure that staff and clients know what standards exist and what is expected in terms of service delivery.
• Be employee-sensitive: by making sure that "front line" staff who are responsible for providing services to our clients are properly trained in service delivery and that they feel comfortable with the idea that they can be flexible when making service delivery decisions.

Roles and Responsibilities

HQ functional directors, in consultation with the Regional Directors Civil Aviation are responsible for developing and managing Levels of Service standards in accordance with the Treasury Board's Service Improvement Initiative by:

• Participating in the development of the documented baseline Levels of Service standards
• Soliciting employee feedback and involvement
• Monitoring performance against the Levels of Service standards
• Using the Common Measurement Tool for establishing baselines and measuring progress in client satisfaction
• Ensuring availability of tools and training to employees as required to increase knowledge and competence and to adequately empower service providers

The Director, Quality Assurance is responsible for:

• Providing expertise and advice on the application of Service Improvement Initiative tools and techniques including reviewing functional Levels of Service Standard documents when requested.
• Providing assurance services about the operational soundness of the functional Levels of Service Standard as part of its internal review role.
• Collecting, analyzing and preparing documentation for inclusion in Departmental Performance Report.

Reporting

HQ functional directors and Regional Directors Civil Aviation will report annually on the development and implementation progress of their Levels of Service standard to the chair of the NCAMX.

Further Information:

Robert Sincennes
Director, Quality and Resource Management (AARF)
Telephone: (613) 993-8976
Facsimile: (613) 993-7038
E-mail: sincero@tc.gc.ca

Merlin Preuss
Director General
Civil Aviation

Effective date: April 17, 2003
Expiry date: This directive will be reviewed annually.