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2003 RPP Service Delivery Standards Survey

In 2003, 76 companies were sent a survey about the Registered Plans Directorate's registered pension plan service delivery standards. What follows are the results from the 27 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.


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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

7%

67%

22%

0%

4%

Responses to Telephone Enquiries

15%

56%

26%

0%

4%

Initial Review of New Plans

7%

52%

33%

0%

7%

Initial Review of Amendments

7%

52%

33%

4%

4%

Approval of Eligible Contributions

7%

59%

15%

7%

11%

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

22%

74%

4%

0%

Responses to Telephone Enquiries

30%

63%

7%

0%

Initial Review of New Plans

33%

63%

4%

0%

Initial Review of Amendments

26%

70%

4%

0%

Approval of Eligible Contributions

22%

63%

7%

7%

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

44%

22%

15%

11%

7%

0%

Response to Telephone Enquiries

48%

15%

11%

19%

7%

0%

Initial Review of New Plans

22%

15%

37%

15%

11%

0%

Initial Review of Amendments

7%

41%

26%

11%

11%

4%

Approval of Eligible Contributions

19%

11%

22%

11%

37%

0%

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Question #4 – The Registered Plans Directorate 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

52%

7%

0%

41%

Approval of Eligible Contributions

52%

4%

0%

44%

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

Yes

No

Unanswered

89%

4%

7%

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

 

Useful

Not Useful

Unanswered

Newsletters

89%

4%

7%

Forms, Guides, and Publications

89%

4%

7%

Information Circulars & Interpretation Bulletins

81%

11%

7%

Frequently Asked Questions

78%

15%

7%

What's New

74%

15%

11%

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

81%

11%

7%

Submitting Documents over the Internet

78%

15%

7%

Informative Emails

81%

11%

7%

Divisional Information over the Internet

85%

7%

7%

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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

44%

22%

4%

11%

19%

Submitting Documents over the Internet

26%

11%

33%

19%

11%

Informative Emails

41%

26%

7%

11%

15%

Divisional Information over the Internet

30%

22%

19%

15%

15%
Date Modified: 2006-06-01

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