Service standards

Service standards for  International Development Assistance Program - Pilot Project

In November 2017, Global Affairs Canada launched a pilot project on service standards for the delivery of grants and contributions, specifically for funding under the International Development Assistance Program using the Partners@International portal. The following table describes the service standards that were piloted, states the measurable level of performance expected and the results achieved during the 2019-20 fiscal year:

Service StandardDescriptionPerformance IndicatorTargetFY 2019‑20
Result
Acknowledge receipt of funding applicationFor applications submitted via the Partners@International portal, applicants will receive an email from the department the same day, acknowledging receipt of their application.% of acknowledgements issued within the service standard100%100%
Inform applicant of funding decisionThe department will communicate a funding decision to applicants within 10 business days of making the final funding decision.% of applicants informed of a funding decision within the service standard90%94%
Issue payment to recipientSubject to the terms and conditions of the funding instrument, the department will issue grants and contributions payments within 30 business days of receipt and approval of the required documentation.% of payments issued within the service standard90%99%

Service standards for Global  Affairs Canada Assessed Contributions

Service StandardDescriptionPerformance IndicatorTargetFY 2019‑20
Result
Issue payment to recipientSubject to the terms and conditions of assessed contributions, the department will issue payments within 30 business days of receipt and approval of the request for payment.% of payments issued within the service standard90%99%

Note: The only measurable service standard applicable to this type of contribution is related to the issuance of payment to the recipient

The results of the pilot project will inform the development and implementation of additional service standards for the International Development Assistance Program, which will help further improve services for applicants and recipients.

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