Program directory · Shared Services Canada
Service Management
- Department
- Shared Services Canada
- Program code
- BWG02 (SHARE)
- Core responsibility
- Customer Relationships and Service Management
- In Departmental Plans
- 2018-19 – 2019-20 · Appeared and later dropped
What it does
GC InfoBase has no Program Inventory description for this program.
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 |
|---|---|---|---|
| Service Management | This program | 2018-19 – 2021-22 | $161M |
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: % of critical incidents under SSC control resolved within established service level standards | Departmental Results Framework (GC InfoBase) |
| 2019-20 | Indicators dropped: Average rating provided on the 'timeliness' driver in response to the Customer Satisfaction Questionnaire (five point scale) | Departmental Results Framework (GC InfoBase) |
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 | ≥ 60% | 2020 | 59.3% The target was not met based on issues due to COVID-19, changed work circumstances and increased operational pressures which impacted the March and year-end results. | Not met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2018-19 | ≥ 3.6 | 2019 | 3.05 Several issues regarding “Timeliness” arise from prolonged business intake and service implementation processes for delivering a new or non-standard service. | Not met |
Current: the 2026-27 plan's targets
No indicators in the 2026-27 plan.
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 | $60M | $78.6M |
| 2019-20 | $91.5M | $82M |
| 2020-21 | $91.7M* | — |
| 2021-22 | $79.4M* | — |
Employees (FTEs)
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2018-19 | 391 | 517 |
| 2019-20 | 545 | 542 |
| 2020-21 | 535* | — |
| 2021-22 | 535* | — |
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 |
|---|---|---|---|---|
| 2018-19 plan | $60,031,150 | $57,472,768 | $57,606,324 | |
| 2019-20 plan | $91,542,886 | $91,660,973 | $79,416,290 | |
| Actual | $78,604,286 | $82,017,691 |
Actual spending is from Departmental Results Reports and the Public Accounts, as published in GC InfoBase. FTEs are full-time equivalents.
