Official languages
Standard: The Canada School of Public Service is committed to ensuring equitable access to its learning activities and an equivalent learning experience for all federal public servants in both official languages (English and French).
- Online self-paced learning products: All active online self-paced learning products offered through the School's learning catalogue are available in both official languages.
- Instructor-led courses: Each learner has the option to register to an instructor-led course in the official language of their choice. The School ensures that there is at least one offering for each active course in each official language. The number of instructor-led course offerings available in each language is adjusted periodically based on demand.
Target: 100% of the time.
Time zones
Standard: The Canada School of Public Service is committed to ensuring equitable access to its learning activities and an equivalent learning experience for all federal public servants across Canada.
- Online self-paced learning products: All active online self-paced learning products offered through the School's learning catalogue can be accessed at any time, anywhere in Canada and abroad where there is a reliable internet connection.
- Instructor-led courses:
- Virtual instructor-led courses are scheduled with start and end times in two time zones to ensure learners from all regions in Canada can reasonably participate in its learning activities:
- Eastern Time (ET) to accommodate public servants working in the central and eastern part of Canada.
- Pacific Time (PT) to accommodate public servants working in the western part of Canada.
- In-person instructor-led courses are scheduled with start and end times in the time zone in which each offering is offered.
Target: 90% of the time.
Client Contact Centre
Standard: The Canada School of Public Service is committed to responding to all client inquiries and complaints in a professional and timely manner, and in the official language of their choice.
- Telephone inquiries:
- All available agents engage with callers within 20 seconds during business hours.
- Callers are greeted, listened to, and provided with a response to their inquiry in a courteous and professional manner.
- Web forms:
- All inquiries received through web forms are acknowledged immediately.
- Low-complexity inquiries receive a successful response from a chatbot 80% of the time.
- High-complexity inquiries, and low-complexity inquiries unsuccessfully responded to by chatbot, receive a response by a live agent within 24 business hours.
- Responses are courteous and professional.
- Live chat:
- Learners are able to speak with a live agent within 30 seconds of their request during business hours.
- Responses are courteous and professional.
- Complaints:
- All written complaints are acknowledged within 24 business hours.
- All written complaints receive an official response within 5 business days.
- Responses are courteous and professional.
Target: 90% of the time.
