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1. December 8 - Applying for a Social Insurance Number: Fast, Simple, Secure!
2. November 14 - Investment of more than $125,000 to help the unemployed
3. November 14 - Investment in a Service Canada Centre for Youth

Our Promise to You

Service Canada's Service Commitment

Service Canada is serious about meeting our service commitment to Canadians. We strive to do business differently, with a mindset of continuous improvement. We in government have an obligation to Canadians to look at how we can do things differently, more efficiently.

Service Canada wants to strengthen Canadians' confidence and trust in our ability to meet their needs, and increase their satisfaction with our service. We are committed to continuously improving our service, and we're looking to Canadians to help us.

Our Service Commitment

• We have put in place a Service Charter, which explains what Canadians can expect from us and how they can provide feedback on the quality of our service;
  
  
• We have an Office for Client Satisfaction, which receives the views of Canadians on the quality of our service and recommends ways we can learn from our day-to-day interactions;
  
  
• In the next few months, we will establish our Service Standards, which clearly set out the level of service we are committed to providing, consistent with the objectives we have laid out in the Service Charter;
  
  
• We will report our success in living up to our Service Standards in an annual Performance Scorecard, which will be presented to Canadians.
  

Service Charter

• The Service Charter describes:
  
  
  • The services we offer;
    
    
  • Our commitment and promise to Canadians;
    
    
  • How Canadians can help us serve them better through their feedback.
    
    

The Service Canada Office for Client Satisfaction

This Office:

• Ensures that we learn from our day-to-day experiences with Canadians and continue to meet our service commitments;
  
  
• Monitors and manages Service Canada suggestions, compliments and complaints;
  
  
• Helps ensure that decisions are fair, open and transparent;
  
  
• Identifies where we can improve our processes and procedures to make Service Canada as responsive and fair as possible;
  
  
• Does the necessary follow-up with Canadians to ensure we satisfy their concerns.
  

Canadians can also provide their feedback in person at our Service Canada centres, by phone through 1 800 O-Canada, on the Web at servicecanada.gc.ca, or by mail.

Service Standards

• Service Canada will maintain clear standards that define our service levels, consistent with the objectives laid out in the Service Charter. Our standards will govern:
  
  
  • Accuracy;
    
    
  • Service quality;
    
    
  • Timeliness of our response to applications, requests and complaints;
    
    
  • Ease of access;
    
    
  • Hours of service;
    
    
  • Geographic coverage;
    
    
  • Comprehensiveness of services.
    
    
• Service Canada's standards will be practical and measurable. We will report to Canadians on our success in achieving them.
  

Performance Scorecard

Our Performance Scorecard will:

• Measure performance against our Service Standards;
  
  
• Demonstrate how we are meeting our service commitments;
  
  
• Highlight where improvements need to be made;
  
  
• Show, over time, the service improvement that Service Canada has achieved;
  
  
• Appear in the Service Canada Annual Report.

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