Program directory · Shared Services Canada

Customer Relationships

Department: Shared Services Canada
Program code: BWG03 (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).

Bars: spending by fiscal year (dark: actual; light: actual restated on the 2017-18 program structure; outlined: the latest plan's forecast; grey: related programs). Bands: each program in the lineage over the years it has data. The line at the bottom shows this program's names over time.

Program	Relation	Years with data	Actual spending over those years
Customer Relationships	This program	2018-19 – 2021-22	$127M

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	Renamed from “Account Management” to “Customer Relationships”.	GC InfoBase program names by year
2020-21	Planned employees (FTEs) 368, against 522 in 2019-20 (−30%).	FTEs (GC InfoBase)
2020-21	Planned spending $45.5M, against $61M in 2019-20 (−25%).	Latest Departmental Plan

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

Average rating provided in response to the Customer Satisfaction Questionnaire (five-point scale)

Expected result: A customer base that is more supportive of SSC and engaged in enterprise management

Bars: result reported. Dashed line: target.

Report year	Target	Due	Result	Status
2018-19	3.6 – 5	2019	4.07	Met
2019-20	3.6 – 5	2020	3.67	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

Outlined bar: planned in that year's Departmental Plan (dashed: the latest plan, for years not yet reported). Filled bar: actual.

Show the numbers

Fiscal year	Planned	Actual
2018-19	$46.1M	$66.5M
2019-20	$45.2M	$61M
2020-21	$45.5M*	—
2021-22	$46.2M*	—

Employees (FTEs)

Outlined bar: planned in that year's Departmental Plan (dashed: the latest plan, for years not yet reported). Filled bar: actual.

Show the numbers

Fiscal year	Planned	Actual
2018-19	296	474
2019-20	375	522
2020-21	368*	—
2021-22	368*	—

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	$46,083,601	$41,219,706	$41,099,849
2019-20 plan		$45,164,589	$45,454,950	$46,198,845
Actual	$66,488,279	$60,983,214

Actual spending is from Departmental Results Reports and the Public Accounts, as published in GC InfoBase. FTEs are full-time equivalents.