Service standards for program delivery
Background
The Canadian Northern Economic Development Agency (CanNor) works to create a diversified, sustainable, and dynamic economy across the territories that supports prosperity for all Northerners, Indigenous Peoples, and their communities. Providing good and effective client service is paramount to fulfilling this mandate. Hence, the need for sound and consistent management practices when delivering services to proponents is critical to the success of the Agency.
Definitions
Service standards: A measurable level of performance that proponents can expect when requesting funding under CanNor managed contribution programs.
Acknowledgment letter: A form letter or email sent to a proponent to acknowledge receipt of a letter of intent, a project proposal or an application for assistance. The document provides the proponent with a project number to be used in future communications with the Agency, as well as Agency contact information.
Proponent: Applicant and recipient for CanNor managed contribution programs.
Net business days: The number of business days minus the business days during which the Agency is waiting for additional information that has been requested from the proponent.
Service standards
Acknowledging an expression of interest
STANDARD
- Within ten (10) business days of receiving an expression of interest, the Agency will send an acknowledgment, a letter or email, to the Proponent.
TARGET
- The Agency aims to meet this standard 90% of the time.
Acknowledging an application
STANDARD
- Within ten (10) business days of receiving a signed application for funding, the Agency will send an acknowledgment, a letter or email to the Proponent.
TARGET
- The Agency aims to meet this standard 90% of the time.
Rendering a funding decision
STANDARD
- Within ninety (90) net business days of receiving a signed and complete application, the Agency will render a funding decision (i.e. approval, rejection or withdrawal).
TARGET
- The Agency aims to meet this standard 90% of the time.