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Compensation Service Standards
Revised April 2002
These service standards define the Public Works and Government Services Canada
(PWGSC) Compensation Service Line delivery targets for Compensation Services
offices in terms of timeliness, access, and accuracy of the various compensation
services available to clients.
Table of Contents
Introduction
The Compensation Service Line documented its service levels in 1997 for compensation
related functions, including advisory services, pay transactions and pay and
pension interventions, delivery of pay instruments, training, and network and
system support. Service levels continue to evolve as the business changes and
will be revised periodically.
Target levels of service are based on the assumption that client departments
and agencies have taken part in training, that they review manuals and publications,
and verify data input for accuracy prior to submission to PWGSC.
Service Standards
PWGSC Compensation Service Line personnel will:
Keep in Mind
- Client organizations are responsible for ensuring that their personnel
are trained and that transactions are verified prior to input.
- Service levels are based on correct application of policies and procedures
and accurate input of data by client organizations.
- Inquiries for which the answer necessitates coordination with resources
outside the Compensation Service Office (CSO) fall outside the defined service
levels.
- When further information has been requested from the client organization,
the service level timeframe commences on receipt of the latest information
received to enable the CSO personnel to respond to the request or to make
the intervention.
- Intervention falls outside the service levels defined herein when errors
are made by the client.
Correspondence
Correspondence (including letters, faxes, and e-mails) will be responded to
promptly within the following timeframes (excluding mailing time when the answer
is provided in writing):
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Correspondence
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Timeframe
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No research or minimum research required
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within five (5) business days
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Major research required
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within ten (10) business days
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Coordination with resources outside the Client Service Office
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service level to be negotiated
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Client incorrect input, delayed input requiring additional work, changes
to T4s beyond one (1) fiscal year
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service level to be negotiated
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Telephone Calls
Telephone calls will be acknowledged within one (1) working day and will be
answered within the following timeframes:
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Telephone calls
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Timeframe
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No or minimum research required
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within five (5) business days
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Major research required
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within ten (10) business days
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Coordination with resources outside the Client Service Office
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no service level
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NOTE: Requests for interventions must be made in writing
by the proper authority.
Pay Transactions
and Pay and Pension Interventions
Edit messages received by the Client Service Office and written requests requiring
intervention by Pay and Pension personnel will be actioned according to priority
(excluding mailing time when the answer is provided in writing).
Cheques and Direct
Deposit Statements
Cheques and cheque statements will be delivered within the following timeframes
based on the Pay Processing Schedule posted on the Compensation Sector Web Site
at http://www.pwgsc.gc.ca/compensation/service/
serv-schedule-e.html. This takes into account the time required to dispatch
the outputs generated by the system and to deliver cheques and reports to the
different destinations in accordance with PWGSC service agreement with Canada
Post.
Payment Distribution Address
Addresses and associated paylists are assigned by client departments. The
distribution of payments (cheques, statement of earnings, registers) and the
maintenance of address files are carried out by Production Centers. However,
all addresses and address changes (additions, modifications or deletions) must
be forwarded through the pay office. Detailed instructions are included in the
Personnel Pay Input Manual, Chapter 5-5.
System Availability
The service level system availability is established at 99% from 7:30 a.m.
to 8:00 p.m., Ottawa time, Monday to Friday.
System Problem Reporting
System support is available to users from 6:30 a.m. to 8:00 p.m., Ottawa time,
Monday to Friday.
Policies and Procedures
The Compensation Service Line is responsible for providing advice, interpretation,
and clarification regarding program policies, regulations, and legislative requirements
or modifications concerning the administration of pay, pension, and insurance
which have an impact on client compensation processes. Notifications
published by the Headquarters organization (HQ) or by the CSO are located on
the Compensation Web Site at http://www.pwgsc.gc.ca/compensation/text/publications-e.html.
Manuals
The Compensation Service Line is responsible for maintaining manuals relating
to the administration of pay, pension and insurance. Compensation on-line manuals
are located at http://www.pwgsc.gc.ca/compensation/text/publications-e.html.
Training
Training is provided by each regional Client Service Office of PWGSC. In addition
to classroom training, PWGSC is in the process of making more of its courses
available in self-learning format. Course calendars and contact information
for regions with on-line information are located at http://www.pwgsc.gc.ca/compensation/training/training-e.html.
Contacts
 Not
accessible to Internet users
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Pay and Pension Edit Messages and Interventions
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Timeframe
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Priority 1 - Impacts on processing a payment
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within five (5) business days
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Priority 2 - Master File or deduction adjustment or PWGSC-TPSGC
2386
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within ten (10) business days
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Priority 3 - No impact on employee's immediate pay
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within twenty (20) business days
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Coordination with resources outside the Client Service Office
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service level to be negotiated
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Correction of incorrect input or delayed input requiring additional work
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service level to be negotiated
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Pay Cycle
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Processing Day
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Delivery
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7C
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Every second Wednesday evening
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The next Tuesday to major centres
The next Wednesday to remote centres and for NCR pickup
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7A/7B
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Every second Tuesday evening alternating with 7C
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The next Friday to major centres
The next Monday to remote centres
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6C
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As per National Schedule Detail (processing days vary)
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Three (3) days to major centres
Four (4) days to remote centres
Example: If processed Monday, Thursday to major centres,
Friday to remote centres.
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Supplementary (Updates)
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Every other day, i.e., Monday, Wednesday, Friday, Tuesday, Thursday
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Three (3) days to major centres
Four (4) days to remote centres
Example: If processed Monday, Thursday to major centres,
Friday to remote centres
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Type of Notification
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Purpose
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Timeframe
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Compensation Directive
(issued by HQ)
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Required when a new policy and/or procedure on Compensation processes
is introduced.
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Fifteen (15) business days prior to the effective date or twenty (20)
business days after PWGSC is notified of the change.
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Special Bulletin and Advice (issued by HQ)
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Required to advise clients of a new policy or procedure related to the
Pension product.
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Fifteen (15) business days prior to the effective date or twenty (20)
business days after PWGSC is notified of the change.
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Compensation Communiqué (issued by HQ)
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Used to communicate administrative, operational and management information
on Pay programs.
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Fifteen (15) business days prior to the effective date or twenty (20)
business days after PWGSC is notified of the change.
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Contributor On-line Broadcast (issued by HQ)
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Sent via the Contributor System to forward urgent information such as
an operational reminder.
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When required, one (1) business day prior to the effective date of the
change.
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Compensation Operations Bulletin (issued by CSO)
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Provide additional information concerning operational processes and/or
procedures following a Compensation Directive to Managers and Supervisors.
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When required, eight (8) business days following the distribution of
a Compensation Directive.
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On-line Broadcast (issued by CSO)
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Sent via the Regional Pay System (RPS), it is used to forward urgent
information such as an operational reminder.
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When required, one (1) business day prior to the effective date of the
change.
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Communiqué/Special Notice (issued by CSO)
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Provide general information concerning any Compensation service to Managers
and Supervisors.
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Ten (10) business days prior to the effective date, if applicable.
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Service Level: within five (5) business days of receipt of all required
information and documentation
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Service Level: within five (5) business days of receipt of all required
information and documentation
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Interventions related to processing a Pay Cheque, such as:
PACS 01, 02, 05, 06, 08, 09, 13, 18, 33, 34, 35, 88, and Recall
Intercepts, Pay Batches, and Death in Service
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Return of Contributions
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Service Level: within ten (10) business days of receipt of all required
information and documentation
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Service Level: within ten (10) business days of receipt of all required
information and documentation
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Interventions related to processing deductions and entitlements, such
as:
PACs 03, 04, 12, 14, 15, 16, 19, 20, 30 -- Pay, and T4 Amends current
and past year
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Forms PWGSC 2097, 2386, 2019.
Edit Messages N01, N86, PAC 19-Return of Contributions, and PAC 30-Pension.
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Service Level: within twenty (20) business days of receipt of all required
information and documentation
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Service Level: within twenty (20) business days of receipt of all required
information and documentation
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Interventions related to Salary Service corrections
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Contributor rejects
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