In May 2000, the Treasury Board of Canada Secretariat (TBS) approved the Service Improvement Initiative (SII), under Government On-line (GOL) governance, committing departments and agencies to improving client satisfaction with their direct service delivery to Canadians. The SII is designed to achieve significant, measurable, and sustainable improvement in client satisfaction with services provided by federal departments and agencies.
The SII has set a minimum target of a ten per cent improvement in client satisfaction by 2005 and requires departments and agencies to plan for continuous improvement, set baselines and targets for client satisfaction, determine and publish service standards by delivery channel, and report on progress in the annual Reports on Plans and Priorities (RPPs) and Department Performance Reports (DPRs).
The SII applies to NSERC, and the Council was required to:
NSERC is to report on four key elements of its service delivery performance:
All divisions of NSERC are involved in the SII and, to date, considerable progress has been made by the Council to meet these objectives in compliance with the TBS directive.
For additional information about the SII, visit the TBS Web site.