Program directory · Shared Services Canada
Telecommunications
- Department
- Shared Services Canada
- Program code
- BYE04 (SHARE)
- Core responsibility
- Common Government of Canada Information Technology (IT) Operations
- In Departmental Plans
- 2021-22 – 2026-27 · New since an earlier plan
What it does
Telecommunications Services provides voice services (fixed lines, mobiles and Softphone), contact centre services and the supporting telephony devices to enable communications in the Government workplace. This also includes the Enterprise Mobile Device Management (EMDM) service which enables secure connection to GC resources using smartphones. The service lines work to ensure service continuity while modernizing Telecommunication Services for partner organizations and agencies. This is done by providing a wide range of modern, secure and cost-effective telephony services to meet the GC’s requirements.
Source: the department's Program Inventory, via GC InfoBase.
History and lineage
First appears in GC InfoBase's actual spending by program in 2021-22. 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 |
|---|---|---|---|
| Telecommunications | Earlier program (name match, high confidence) | 2020-21 – 2022-23 | $266M |
| Telecommunications | This program | 2021-22 – 2028-29 | $1.34B |
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 |
|---|---|---|
| 2021-22 | Appears to replace Telecommunications | Canada Spends name match across plans (an inference) |
| 2022-23 | Spending $388M, against $269M in 2021-22 (+44%). | Actual spending (GC InfoBase) |
| 2026-27 | Indicators added: Percentage (%) of mobile requests fulfilled within the service standard | Departmental Results Framework (GC InfoBase) |
| 2026-27 | Indicators dropped: % of time the Conferencing service is available; % of time the fixed-line voice infrastructure is available; Customer satisfaction with telecommunication services | 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 |
|---|---|---|---|---|
| 2021-22 | ≥ 100% | 2022 | 100% | Met |
| 2022-23 | ≥ 100% | 2023 | 99.2% In July 2022, there was a Canada-wide outage of Toll-Free services that lasted approximately 72 hours. As mitigation, efforts are underway to establish Toll-Free redundancy for the Government of Canada contact centres. | Not met |
| 2023-24 | ≥ 100% | 2024 | 100% | Met |
| 2024-25 | ≥ 100% | 2025 | 100% | Met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2021-22 | ≥ 99.8% | 2022 | 100% | Met |
| 2022-23 | ≥ 99.8% | 2023 | 100% | Met |
| 2023-24 | ≥ 99.8% | 2024 | 99.9% | Met |
| 2024-25 | ≥ 99.8% | 2025 | 99.6% In 2024–25, the service did not meet its availability target due to a few short outages and one longer period of slow performance. Several government departments were affected at different times throughout the year. The most significant issue happened in September, when video calls were slow or unstable at many locations for several weeks because of a network capacity problem. Even though the ser… | Not met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2021-22 | ≥ 99.9% | 2022 | 99.9% | Met |
| 2022-23 | ≥ 99.9% | 2023 | 99.9% | Met |
| 2023-24 | ≥ 99.9% | 2024 | 100% | Met |
| 2024-25 | ≥ 99.9% | 2025 | 99.9% | Met |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2021-22 | 3.6 – 5 | 2022 | 3.95 | Met |
| 2022-23 | 3.6 – 5 | 2023 | 3.62 | Met |
| 2023-24 | 3.6 – 5 | 2024 | 3.9 | Met |
| 2024-25 | 3.6 – 5 | 2025 | 3.91 | Met |
Current: the 2026-27 plan's targets
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2026-27 | ≥ 95% | 2027 | — | Planned |
Bars: result reported. Dashed line: target.
| Report year | Target | Due | Result | Status |
|---|---|---|---|---|
| 2026-27 | ≥ 100% | 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 |
|---|---|---|
| 2021-22 | $248M | $269M |
| 2022-23 | $394M | $388M |
| 2023-24 | $353M | $364M |
| 2024-25 | $354M | $320M |
| 2025-26 | $331M | — |
| 2026-27 | $354M | — |
| 2027-28 | $283M* | — |
| 2028-29 | $242M* | — |
Employees (FTEs)
Show the numbers
| Fiscal year | Planned | Actual |
|---|---|---|
| 2021-22 | 812 | 564 |
| 2022-23 | 822 | 596 |
| 2023-24 | 605 | 686 |
| 2024-25 | 632 | 703 |
| 2025-26 | 685 | — |
| 2026-27 | 630 | — |
| 2027-28 | 630* | — |
| 2028-29 | 574* | — |
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 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | 2025-26 | 2026-27 | 2027-28 | 2028-29 |
|---|---|---|---|---|---|---|---|---|
| 2021-22 plan | $248,205,689 | $270,732,814 | $341,554,380 | |||||
| 2022-23 plan | $393,604,569 | $470,601,249 | $467,939,991 | |||||
| 2023-24 plan | $352,837,103 | $344,979,225 | $333,641,725 | |||||
| 2024-25 plan | $354,303,417 | $324,442,843 | $366,146,965 | |||||
| 2025-26 plan | $330,564,624 | $368,668,215 | $358,378,885 | |||||
| 2026-27 plan | $354,084,149 | $282,761,293 | $241,830,253 | |||||
| Actual | $269,491,148 | $388,138,362 | $364,174,359 | $319,557,610 |
Actual spending is from Departmental Results Reports and the Public Accounts, as published in GC InfoBase. FTEs are full-time equivalents.
