Service Standards: Innovation Canada

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Innovation Canada is committed to serving clients in a prompt, reliable, professional and fair manner. To this end, we make the following commitments:

Strategic Innovation Fund (SIF)

Service Standards: Strategic Innovation Fund (SIF)
Service Standard Description Performance Indicator Target 2018–19 Results* 2019–20 Results 2020–21 Results
Respond to public enquiries For public enquiries submitted to SIF directly or via ISED's contact centre, a response will be provided within 7 working days of receiving the enquiry % of public enquiries responded to within the service standard 80% 78% 81% 66%
Notification of receipt of Statement of Interest For statements of interest (SOIs) received by SIF an acknowledgement will be provided within 1 working day of receiving the SOI % of SOIs acknowledged within the service standard 95% NA 98% 100%

* Results measured from January 1, 2019 to March 31, 2019

Global Innovation Clusters (GIC)

Service Standards: Global Innovation Clusters (GIC)
Service Standard Description Performance Indicator Target 2018–19 Results 2019–20 Results 2020–21 Results
Respond to public enquiries For public enquiries submitted to the GIC mailbox, a response will be provided within 7 working days of receiving the enquiry % of public enquiries responded to within the service standard 80% 72% 74% 88%
Acknowledge receipt of public enquiries For public enquiries submitted to the GIC mailbox, acknowledge receipt within 3 working days of receiving the enquiry % of public enquiries acknowledged within the service standard 80% NA 100% 100%
Release payments for advance of funds to clusters** Release payment within 15 working days of satisfying all requirements for an advance of funds % of advance payments released within the service standard 90% NA 93% 100%

**Wherein the Recipient is a cluster not-for-profit entity

Innovative Solutions Canada (ISC)

Service Standards: Innovative Solutions Canada (ISC)
Service Standard Description Performance Indicator Target 2018–19 Results 2019–20 Results 2020–21
Results
Notification of receipt of application For applications received by ISC (challenge and testing streams), an acknowledgement will be provided within 1 working day of receiving the application % of applications acknowledged within the service standard 95% NA 100% 94%
Processing Payments Pay Testing Stream supplier invoices received, within 30 calendar days % of payments made within the service standard 90% NA 94% 99%

Accelerated Growth Service (AGS)

Service Standards: Accelerated Growth Service (AGS)
Service Standard Description Performance Indicator Target 2018–19 Results 2019–20 Results 2020–21
Results
Schedule client meeting with full AGS team For new companies nominated to AGS, a team will be assembled and will meet with client (as a full team) within 80 working days of signing the consent form. Time from the date the consent form is signed to first meeting scheduled with AGS team 80% NA 75% 83%
Delivery of AGS Growth Plan The AGS lead will deliver a complete Growth Plan to clients within 20 working days of the initial client meeting. Time from initial client meeting to delivery of Growth Plan 80% NA 71% 83%
Initial contact from Innovation Advisor For new companies contacting AGS through the Contact Centre, an Innovation Advisor will send an initial introduction email, with an invitation for a phone meeting within 5 business days Time from initial client contact to the date an Innovation Advisor sends an initial email 80% NA NA 83%

Business Benefits Finder, BizPal, and ExploreIP

Service Standards: Business Benefits Finder, BizPal, and ExploreIP
Service Standard Description Performance Indicator Target 2018–19 Results 2019–20 Results 2020–21 Results

Website uptime for Innovation Canada digital platforms

The Business Benefits Finder web platform will be accessible to the public 24 hours a day, 7 days a week

Website uptime as measured by the platform's web analytics tools

99.50%

NA

99.89%

99.95%

Website uptime for Innovation Canada digital platforms

The BizPal web platform will be accessible to the public 24 hours a day, 7 days a week

Website uptime as measured by the platform's web analytics tools

99.50%

NA

99.89%

99.90%

Website uptime for Innovation Canada digital platforms

The ExploreIP web platform will be accessible to the public 24 hours a day, 7 days a week

Website uptime as measured by the platform's web analytics tools

99.50%

NA

99.95%

99.60%

Canada Digital Adoption Program – Boost Your Business Technology

Service Standards: Canada Digital Adoption Program (CDAP) – Boost Your Business Technology stream
Service Standard Description Performance Indicator Target 2018–19 Results 2019–20 Results 2020–21 Results
Grant Payments Process all grant payment requests within 30 business days*. % of payments made within the service standard 80% N\A N\A N\A

*Excludes delays due to incorrect or missing information