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