2000 RPP Service Delivery Standards Survey

In 2000, the Registered Plans Division mailed 89 service delivery standards surveys to members of the pension industry. What follows are the results from the 28 completed surveys RPD received.

Over three-quarters of our respondents currently access our Web site, and most found the changes proposed in Question 6 to be useful. In the near future, we will proceed with the implementation of some of those changes.

Please note: all results are expressed as a percentage of the total responses from survey participants. In addition, not all percentages will add up to 100 due to rounding.


Question #1 – How would you currently rate the delivery of the following services offered by the Registered Plans Directorate? With “Excellent” being that we have exceeded our normal delivery, “Good” being that we have achieved our normal delivery, “Fair” being that we seldom achieve our normal delivery, and “Poor” being that we never achieve our normal delivery.

  Excellent Good Fair Poor Unanswered
Replies to Written Enquiries

7%

46%

36%

4%

7%

Responses to Telephone Enquiries

39%

46%

14%

0%

0%

Initial Review of New Plans

7%

46%

25%

4%

18%

Initial Review of Amendments

4%

32%

50%

7%

7%

Approval of Eligible Contributions

4%

46%

18%

7%

25%

Question #2 - Have the following services improved, remained the same or declined over the last two years?

 

Improved

Same

Declined

Unanswered

Replies to Written Enquiries

21%

57%

7%

14%

Responses to Telephone Enquiries

39%

54%

0

7%

Initial Review of New Plans

25%

43%

7%

25%

Initial Review of Amendments

32%

54%

7%

7%

Approval of Eligible Contributions

21%

50%

4%

25%

Question #3 - In order for us to meet your needs and requirements, please rank the importance of the following services from 1 to 4 with one having the greatest importance.

 

1

2

3

4

Unanswered

Replies to Written Enquiries

61%

25%

4%

7%

4%

Initial Review of New Plans

39%

32%

11%

14%

4%

Initial Review of Amendments

11%

50%

29%

7%

4%

Approval of Eligible Contributions

4%

14%

32%

39%

11%

Question #4 - The Registered Plans Division did not publish a time standard for the following services. What would you consider to be a reasonable time standard?

  180 days 270 days 360 days Unanswered
Review of Amendments

96%

0%

0%

4%

Approval of Eligible Contributions

82%

11%

0%

7%

Question #5 - Do you currently access the Registered Plans Division Web site for any required information?

Yes

No

75%

25%

If you currently use our Web site, do you find the following information useful?

 

Useful

Not Useful

N/A

Newsletters

71%

4%

25%

Forms, Guides, & Publications

75%

0%

25%

Information Circulars & Interpretation Bulletins

71%

4%

25%

Frequently Asked Questions

68%

7%

25%

What's New

75%

0%

25%

Question #6 - If we were to offer more services over the Internet, would the following possibilities be useful and/or of assistance?

 

Useful

Not useful

N/A

Replies to Enquiries over the Internet

82%

11%

7%

Submitting Documents over the Internet

64%

29%

7%

Informative Emails

93%

0%

7%

Divisional Info over the Internet

86%

7%

7%

If these options were to be implemented, please indicate the level of importance by ranking them 1 to 4, with one being the highest.

 

1

2

3

4

Unanswered

Replies to Enquiries over the Internet

18%

46%

14%

7%

14%

Submitting Documents over the Internet

21%

21%

14%

25%

18%

Informative Emails

54%

18%

14%

0%

14%

Divisional Info over the Internet

7%

14%

43%

18%

18%

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