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2004 RPP Service Delivery Standards Survey

In 2004, 40 companies were sent a survey about the Registered Plans Directorate's registered pension plan service delivery standards. What follows are the results from the 8 completed surveys RPD received.

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?
Question 2: Have the following services improved, remained the same, or declined over the last two years?
Question 3: In order for us to meet your needs and requirements, please rank the importance of the following services from 1 to 5, with 1 having the greatest importance.
Question 4: In previous years, Question 4 asked for comments on acceptable time standards regarding certain services. Standards for these services are now published in Newsletter 95-2R1.
Question 5: Do you currently access the Registered Plans Directorate website for any required information?
Question 6: If we were to offer more services over the Internet, would the following possible services be useful and/or of assistance?

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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	0%	63%	0%	25%	13%
Responses to Telephone Enquiries	13%	38%	38%	0%	13%
Initial Review of New Plans	0%	25%	13%	25%	38%
Initial Review of Amendments	0%	25%	38%	25%	13%
Approval of Eligible Contributions	13%	50%	25%	0%	13%

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	38%	50%	13%	0%
Responses to Telephone Enquiries	13%	50%	38%	0%
Initial Review of New Plans	25%	13%	38%	25%
Initial Review of Amendments	13%	63%	25%	0%
Approval of Eligible Contributions	38%	63%	0%	0%

Question #3 – In order for us to meet your needs and requirements, please rank the importance of the following services from 1 to 5, with 1 having the greatest importance.

	1	2	3	4	5	Unanswered
Replies to Written Enquiries	50%	25%	0%	13%	13%	0%
Initial Review of New Plans	25%	25%	25%	25%	0%	0%
Initial Review of Amendments	0%	25%	38%	38%	0%	0%
Approval of Eligible Contributions	0%	25%	25%	25%	25%	0%
Termination of Plan Registration	13%	13%	0%	25%	50%	0%

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Question #4 – In previous years, Question 4 asked for comments on acceptable time standards regarding “Review amendments to existing plans” and ”Approve eligible contributions.” Standards for these services are now published in Newsletter 95-2R1, Registered Plans Directorate Services. Therefore, Question 4 no longer applies. However, we have not changed the numbering on the survey because we compare numbered responses from year –to year.

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

Yes	No	Unanswered
63%	25%	12%

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

	Useful	Not Useful	Unanswered
Newsletters	88%	0%	13%
Forms, Guides, & Publications	100%	0%	0%
Information Circulars, Interpretation Bulletins	100%	0%	0%
Frequently Asked Questions	88%	13%	0%
What's New	63%	25%	13%

What part of our Web site do you find the most useful?

Respondents identified most useful parts in the following descending order:

Forms, Guides and Publications
Information Circulars and Interpretation Bulletins
Newsletters

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

	Useful	Not Useful	N/A
Replies to Enquiries over the Internet	100%	0%	0%
Submitting Documents over the Internet	88%	13%	0%
Informative Emails	88%	13%	0%
Divisional Information over the Internet	100%	0%	0%

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

	1	2	3	4	Unanswered
Replies to Enquiries over the Internet	25%	38%	25%	13%	0%
Submitting Documents over the Internet	50%	25%	13%	13%	0%
Informative Emails	0%	38%	25%	38%	0%
Divisional Information over the Internet	13%	13%	38%	38%	0%

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2004 RPP Service Delivery Standards Survey