Performance Report on Level of Service: A Service Standards Measurement Initiative!

To help achieve the goals of providing quality service and continuously improving services to stakeholders, Civil Aviation introduced an Activity Tracking System (ATS) designed to track all program-related activities and measures the level of performance against the established service standards.

This measurement tool was introduced nationally in 2010 and was gradually implemented in each operational unit in regions and in groups in HQ thereafter.  Other than for two groups that are yet to complete the project, all employees have received training on the software and have been kept abreast of any changes to current processes.

While the mandate during this initial phase of implementation is to track services with regulatory fees, data for selected non-fee services is currently being recorded.  The number of non-fee services being tracked will continue to increase incrementally throughout the implementation of the ATS.

*National Service Performance Reports (Ontario, Atlantic, Pacific & PNR)

*CCM ATS was deployed incrementally within Civil Aviation’s operational units. Having been last to implement the new system, National Operations and the Quebec Region do not currently have performance data to publish. Full implementation for these groups is anticipated by the end of December 2013.

Regional Reports – Ontario

Regional Reports – Atlantic

Regional Reports – Prairie and Northern

Regional Reports – Pacific