WD's Service Standards
Our commitment is to provide you with quality service. When you contact any of our Western Economic Diversification Canada offices, you will find knowledgeable and courteous staff who are dedicated to meeting your business information needs. You can expect our staff to adhere to the following service standards:
Transfer Payment Program
- WD will contact a client within 12 business days (90% of the time) following a preliminary review of a written funding request.
- WD will provide a funding decision to a client within 90 business days (90% of the time) of receiving a complete funding proposal. If the 90-day standard will not be met on a project, the client will be contacted on the delay.
- WD will provide a payment claims instruction package to the client within 10 business days (95% of the time) of receiving an accepted Letter of Offer from the client.
- WD will issue a claim payment cheque within 15 business days (95% of the time) of receiving a complete claim, including all required claim information, from the client.
In 2018-19, WD met and exceeded all four transfer payment service standard targets.
| Service Standard | 1. Client Contact | 2. Funding Decision | 3. Claims Instruction Package | 4. Claim Payment |
|---|---|---|---|---|
| Target | 90% | 90% | 95% | 95% |
| Results – All Transfer Payment Programs | 2018-19: 99% 2017-18: 100% 2016-17: 99% |
2018-19: 94% 2017-18: 100% 2016-17: 81% |
2018-19: 100% 2017-18: 96% 2016-17: 90% |
2018-19: 98% 2017-18: 98% 2016-17: 96% |
| Western Diversification Program | 2018-19: 99% 2017-18: 100% 2016-17: 99% |
2018-19: 52% 2017-18: 100% 2016-17: 70% |
2018-19: 100% 2017-18: 96% 2016-17: 98% |
2018-19: 98% 2017-18: 99% 2016-17: 96% |
| Regional Economic Growth through Innovation Initiative | 2018-19: 100% | 2018-19: 100% | 2018-19: 100% | 2018-19: 100% |
| Canada 150 Community Infrastructure Program | 2018-19: N/A 2017-18: N/A 2016-17: 99% |
2018-19: N/A 2017-18: 100% 2016-17: 85% |
2018-19: N/A 2017-18: 100% 2016-17: 88% |
2018-19: 97% 2017-18: 97% 2016-17: 96% |
| Community Futures Program | N/A | N/A | N/A | 2018-19: 100% 2017-18: 99% 2016-17: 96% |
| Women's Enterprise Initiative | N/A | N/A | N/A | 2018-19: 100% 2017-18: 100% 2016-17: 90% |
Web Inquiries
- WD will reply to inquiries received through the departmental website within 2 business days for a routine response, and 5 business days for a more detailed response.
Our performance in 2018 to 2019 WD met this standard 95% of the time.
Our Commitment
We are committed to providing our clients with quality service. If you would like to talk to us about the services you received from us, please visit the Contact Us (WD-DEO) section of this website. If, for any reason, you are not satisfied with our service we encourage you to let us know.
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