Audit of Performance Against Service Standards Reporting

Appendix A – Summary of Recommendations and Management Action Plans

The following is a summary of recommendations contained in this report with management’s action plans to address the topics identified. Please see Appendix C for a description of the recommendation impact (high, medium, low).

Summary of recommendations and management action plans
Medium Impact
Reference Recommendations Management action plans
1 In order to support Canadian Grain Commission's performance reporting, we recommend that for each service standard (regulatory and non-regulatory) management establish and document consistent methods for determining when a time period starts and ends. Rationale also needs to be provided as to why particular start and end times were chosen. The interpretation of start and end times implied by a service standard may vary by fee code but should be as consistent as possible across all services. Program managers who are responsible for performance reporting on service standards will put in place documented and consistent methods for determining start and end periods, if applicable, by March 31, 2016.
For those service standards where start and end times are in place, rationales will be provided to Planning and Reporting by March 31, 2016.
2 For service standards that require additional explanation to clarify performance measurement, we recommend that management document:
  • the basis of measurement numbers (numerator and denominator of the percentage calculation, where applicable)
  • how numbers are obtained
  • the rationale for the values chosen
In cases where both regions provide input into the same measurement, management should ensure the values are determined and reported using the same methodologies to increase consistency in the results.
Performance reporting has been reviewed for the Industry Services Administration, Inspection, Producer Protection and Weighing units, and processes are now in place to ensure various locations are using consistent methods to gather information.
Additional information needed to explain the assumptions and rationale will be provided to Planning and Reporting by March 31, 2016, as indicated in the action plan for Recommendation 1.
3 We recommend that management review the measurement methodology for service standard results that could not be verified and implement improved methods of tracking performance to increase the reliability and verifiability of data. Management should also monitor service standards that rely on system reports to ensure operating procedures continue to support the accuracy of the performance results reported. Industry Services Program Managers will implement and monitor improved tracking methods for the service standards identified.
For the service standards that rely on system reports, additional procedures will be added to ensure the continued accuracy of performance reporting.
All actions to be implemented by December 31, 2015.
5 We recommend that review of Performance Against Service Standards results for accuracy and reasonability be strengthened, beginning at the business unit management level. Review measures should include discussion with key data providers about the quarter's results and periodically verifying against supporting data if appropriate for the particular service standard. Management should then sign off to verify it has carried out a thorough review of the results and acknowledge accountability for the Performance Against Service Standards report. Program managers responsible for Performance Against Service Standards results will review the information reported and ensure that it can be verified and supported. Verifications will be signed off.
First reviews will be completed by March 31, 2016.
As an example, in Industry Services, the Admin unit will now be doing an audit on the tracking sheet that each region’s documentation staff fill out on a 6-month cycle, (September and March, starting in March 2016) to ensure that the information being provided is properly calculated and it meets the service standard. The managers will initial the tracking sheet on the vessel info that is reviewed.
6 We recommend that the Planning & Reporting unit be clearly assigned a control role over service standards, and that the unit establish the steps required each quarter to confirm the Performance Against Service Standards results. As part of the control function, we recommend that Planning & Reporting maintains a centralized record of the interpretation and assumption documentation discussed in Recommendations 1 and 2. By December 31, 2015, Planning and Reporting Unit to coordinate the identification of, and clarification of roles and responsibilities of accountable Directors and program managers with respect to service standards and performance reporting.
By March 31, 2016, Planning and Reporting unit to develop and document procedures for the quarterly collection, review, and distribution of Performance Against Service Standards (Performance Against Service Standards) report.
Summary of recommendations and management action plans
Low Impact
Reference Recommendations Management action plans
4 We recommend that more formal tracking methods be implemented for the service standards related to reinspections, publishing materials on the Canadian Grain Commission website, and issuance of documentation for outward inspection and weighing. Tracking can be a simple spreadsheet or table to record transactions throughout the quarter and facilitate accurate reporting. By March 31, 2016, program managers responsible for a) reinspection, b) issuance of documentation for outward inspection and weighing, and c) publication of materials on the Canadian Grain Commission web site to establish and document mechanisms to track performance against service standards.
For example, specific actions for Industry Services include:
  • Tracking spreadsheet will be implemented immediately to log all reinspection numbers.
  • Admin will now be using tracking sheets (starting September 14, 2015) to record the start and end times in one location, and not just in each folio package. This spreadsheet will be reviewed by the managers in each region twice a year to ensure accurate reporting.