Business Plan - Canadian Coast Guard

FOCUS ON CLIENT SERVICEPriority 1: Improving Client ServiceSince becoming a Special Operating Agency (SOA)in 2005, Coast Guard has taken a more structuredapproach to consulting with industry, at both a nationaland regional level, through its marine advisory boardsand with other government departments and agenciesthrough a Deputy Minister level advisory council.Levels of Service ReviewThe Canadian Coast Guard ensures the quality ofthe services provided to clients by being committed tomeeting published levels of service and by having definedservice standards and performance measures associatedwith its operations.The 2007 Report of the Auditor General and the internal2006 A-Base Review noted that progress in achieving upto-datenational policies, standards, and levels of servicehad been slow. Both reports noted that existing Levelsof Service (LOS) were being interpreted inconsistentlythroughout Coast Guard and that their applicationvaried from region to region.In response to these concerns, the Canadian Coast Guardlaunched the current Levels of Service review. During thefall of 2007, CCG conducted over 30-client engagementsessions on CCG Levels of Service. Outcomes of theLevels of Service review will be reported to clients in2009-2010, and CCG will reissue its Levels of Service andService Standards document to reflect the input receivedand to improve service standards. Adjustments will beimplemented based on available resources.In addition, we will develop a process for ongoingengagement with clients on CCG Levels of Service.Each of the six programs in CCG will establish a planto engage its clients periodically, providing input andguidance to their Levels of Service.Commitment2009-2010Reissue Levels of Service and ServiceStandards document.Develop and implement an ongoingLevels of Service engagement strategy,by program.AGA-BaseLeadDirector General,Maritime Services(DG, MS)DG, MSMarine Services Fees StrategyThe Coast Guard has worked closely with the commercialshipping industry to re-examine Marine Services Fees.One outcome of that work was the announcement of athree-year moratorium on Arctic fees. A joint CCG —Industry working grouphas analyzed the fees anddeveloped options forconsideration. It is anticipatedthat a decision on a futuredirection will be taken in2009-2010.Service LevelAgreements withDFO ClientsIn 2008-2009, theCanadian Coast Guarddeveloped Service LevelAgreements (SLAs) withDFO Science and Fisheriesand Aquaculture Management – Conservation andProtection. The next stage will be to implement theseSLAs as a pilot project and to develop, test, and modifyeffective performance measures. CCG already maintainsformal service agreements with clients external to theDepartment (see page 7 for more information on ourclients and the services provided).Commitment2009-2010Implement Service Level Agreements with Scienceand Fisheries and Aquaculture Managementas a 3 year pilot, and review and improveperformance measures.2011-2012Finalize Service Level Agreements for use on anongoing basis based on the outcome of the pilot.A-BaseAGA-BaseAGLeadDG, FleetDG, Fleet132008-2009 AccomplishmentsLevels of Service Review• Clients continued to be engaged inthe review process. Client feedbackand the Levels of Service and ServiceStandards document were posted tothe Canadian Coast Guard website.Marine Services Fees Strategy• Developed options for the futureof the Marine Services Fees.Service Level Agreements• Established Service Level Agreementswith Fisheries and OceansCanada clients.BUSINESS PLAN 2009-2012