Program directory · Employment and Social Development Canada
Citizen Service Network
- Department
- Employment and Social Development Canada
- Program code
- BGQ03 (HRSD)
- Core responsibility
- Information Delivery and Services for Other Departments
- In Departmental Plans
- 2018-19 – 2026-27 · New since an earlier plan
What it does
The Citizen Service Network delivers Government of Canada services and information through a network of approximately 600 points of service across the country. This network is further expanded through Community Outreach and Liaison Services. Canadians can also request assistance by completing an eServiceCanada Request Form online on Canada.ca or calling a 1-800 toll-free service, which ensures access to service specifically for Indigenous communities and vulnerable clients who face barriers.
The network provides information, application intake, and support for accessing programs and services.
It provides personalized assistance to all clients, including those with complex needs; provides support to self-serve and use online platforms including guiding clients to self-serve on computer workstations; and helps clients find the right service by giving them the correct number to call transferring them to specialized call centres or redirecting them to other levels of government.
Source: the department's Program Inventory, via GC InfoBase.
History and lineage
First appears in GC InfoBase's actual spending by program in 2018-19. The data does not record when a program was created; it may be older than its first appearance here, which is limited by the sources (program spending starts in 2010-11, Departmental Plans in 2018-19).
| Program | Relation | Years with data | Actual spending over those years |
|---|---|---|---|
| Citizen Service Network | This program | 2018-19 – 2028-29 | $174M |
No earlier or later program in the same department has a similar name.
Significant changes in scope and budget
Detected from the data: renames between plans, programs it appears to replace, merge with or split into (matched by name), year-over-year changes in spending of at least 25% and $5M, or in employees of at least 20% and 25 FTEs, linked budget measures, and results indicators added or dropped.
| Year | What changed | Source |
|---|---|---|
| 2019-20 | Indicators added: Percentage of Canadians with access to a Service Canada point of service within 50 km of where they live | Departmental Results Framework (GC InfoBase) |
| 2019-20 | Indicators dropped: Percentage of clients living within 50km of a Service Canada point of service. | Departmental Results Framework (GC InfoBase) |
| 2022-23 | Renamed from “In-Person Points of Service” to “Citizen Service Network”. | GC InfoBase program names by year |
Success criteria
The program's indicators from its department's Departmental Results Framework: the target set in each year's plan, and the result reported the following year. Source: GC InfoBase.
Historical: targets against results
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2019-20 | ≥ 90% | 2020 | 97% | Met |
| 2020-21 | ≥ 90% | 2021 | 93% The result was 97% in 2019-20. In 2020-21, due to the pandemic, 93% of Canadians lived within 50 km of a reopened point of service. | Met |
| 2021-22 | ≥ 90% | 2022 | 96% | Met |
| 2022-23 | ≥ 90% | 2023 | 96% | Met |
| 2023-24 | ≥ 90% | 2024 | 96% | Met |
| 2024-25 | ≥ 90% | 2025 | 96% | Met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2018-19 | ≥ 90% | 2019 | 97% | Met |
Current: the 2026-27 plan's targets
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2026-27 | ≥ 90% | 2027 | — | Planned |
Future goals: targets due after 2026-27
No targets with a later due date.
Spending and employees: planned against actual
Spending
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2018-19 | $22.5M | $26.2M |
| 2019-20 | $25.5M | $23.8M |
| 2020-21 | $25.2M | $24.7M |
| 2021-22 | $23.5M | $24.3M |
| 2022-23 | $26.7M | $22.9M |
| 2023-24 | $27.2M | $26.9M |
| 2024-25 | $29M | $25.6M |
| 2025-26 | $29.2M | — |
| 2026-27 | $28.6M | — |
| 2027-28 | $27.3M* | — |
| 2028-29 | $23.9M* | — |
Employees (FTEs)
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2018-19 | 219 | 233 |
| 2019-20 | 244 | 229 |
| 2020-21 | 245 | 220 |
| 2021-22 | 226 | 232 |
| 2022-23 | 253 | 211 |
| 2023-24 | 254 | 234 |
| 2024-25 | 254 | 226 |
| 2025-26 | 250 | — |
| 2026-27 | 244 | — |
| 2027-28 | 234* | — |
| 2028-29 | 207* | — |
Planned spending, plan by plan
Each row is one year's Departmental Plan and its forecast for the next three fiscal years; read a column down to see how the forecast for one year changed. The last row is what was actually spent. Click an amount for its source. Biggest changes in federal spending plans
| Plan | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | 2025-26 | 2026-27 | 2027-28 | 2028-29 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 2018-19 plan | $22,545,249 | $22,545,249 | $22,545,249 | ||||||||
| 2019-20 plan | $25,536,387 | $25,250,669 | $22,172,159 | ||||||||
| 2020-21 plan | $25,240,689 | $22,171,961 | $22,171,961 | ||||||||
| 2021-22 plan | $23,475,592 | $23,475,940 | $23,367,996 | ||||||||
| 2022-23 plan | $26,689,243 | $26,565,648 | $26,488,412 | ||||||||
| 2023-24 plan | $27,176,156 | $27,103,185 | $27,103,185 | ||||||||
| 2024-25 plan | $28,997,364 | $28,867,860 | $28,603,750 | ||||||||
| 2025-26 plan | $29,243,661 | $28,977,737 | $28,826,370 | ||||||||
| 2026-27 plan | $28,563,589 | $27,261,756 | $23,930,055 | ||||||||
| Actual | $26,151,752 | $23,794,808 | $24,728,679 | $24,334,006 | $22,852,503 | $26,932,344 | $25,607,699 |
Actual spending is from Departmental Results Reports and the Public Accounts, as published in GC InfoBase. FTEs are full-time equivalents.
