Vessel Registry - Service Metrics
- Troy Bradley
- yiliu
- Walter Hoban
- Kajal Chaudhari
We’ve documented what service metrics currently exist for Vessel Registry, and which we are hoping to capture in the future. Service Metrics are important for measuring success of our project and solution.
Data available to inform metrics
SRCS and SCVRS Reporting (BI)
# of transactions
By date and/or;
By user;
By type
Existing Service Metrics
From Service Canada:
# of calls/ hung up
# of transaction over given time
# of calls answered/ 60 seconds
Call breakdown
Call back per inquiry/type transaction (ie. small/ large registration/payment)
Information provided per transaction
# of calls/client type
Etc....
Other:
Request backlog
Request volume
Findable but not easily accessible:
Process time for x transaction
Track length of backlog over time
Correct letter to find errors
Desired Service Metrics (In progress)
Service standards performance data
Error rates per field
% of requests within Service Standards
Volume data
Digital Take Up
Adoption rate
Completion Rate
Client feedback
User satisfaction
Cost per transaction
Intake experience
Time users spend completing transactions (ex: sending application on first time registration)
Process efficiency
Time registrars spend sending emails and making phone calls for corrections (correcting incomplete or erroneous applications)
# of outgoing emails and phone calls to correct incomplete or erroneous applications
Time spent per transaction
# of calls about status update
# of calls and emails about licensing (or other requests not related the vessel registry)
Data quality
Rate of confidence of data users (inspectors, policy makers, etc.) in using the vessel registry data in their work – qualitative metrics – maybe a Likert scale-type survey?
Error rates in vessel registry dataset
Transport Canada Service Standards
Service Fee Code information can be obtained using the link https://tcapps.tc.gc.ca/corp-serv-gen/5/smp-pgs/en/fees/{SVC-code} . Replace {SVC-Code} with code listed in table below
All service standard are excluding any delays incurred to obtain missing information and/or documentation.
Service standard | Service ID (CRSM) | Description | Type of Registry | TC Standard | Service Fee codes |
|---|---|---|---|---|---|
Initial registration of a vessel | 191 | Processing an application for the initial registration of a vessel. | Large | Initial Registration: Within 30 working days | SVC-200041 |
Name Extension | 192 | For extending reservation of a name of a vessel for an additional period – 12 months. | Both | Temporary Registration: Within 30 working days | SVC-202503 |
Re-registration | 182 | For processing an application of a vessel that was previously registered in Canada and is being re-registered in Canada. | Both | Renewal Registration: Within 30 working days | SVC-200068 |
Bareboat - Registry of bare-boat charter | 183 | Processing an application for the listing of a bare-boat charter and issuing a certificate of registry, for each six-month period |
| Registration of bare boat charter and issuance of certificate of registry within 5 working days | SVC-202445 |
Bareboat - Suspension of Canadian registration (Bareboat Charter) | 193 | A Canadian vessel is suspended in Canada while listed in a foreign country (Bareboat Charter out). |
| Suspension of registration within 30 working days | SVC-202510 |
Reinstatement of Canadian registration after suspension | 194 | The reinstatement of registration with respect to suspending the right of a Canadian vessel to fly the Canadian flag while the vessel is shown on the registry of a foreign country as a bare-boat chartered vessel. | Both | Reinstatement of registration: Within 30 working days | SVC-202517 |
Issuance of Provisional certificate | 184 | Issuing a provisional certificate. | Both | Provisional Registration: Within 2 working days | SVC-200016 |
Replacement of a Certificate of Registry | 185 | Replacing a certificate of registry or provisional certificate. | Both | Replacement or deletion of certificate of registry or provisional certificate: Within 5 working days | SVC-200078 |
Registration of an Alteration to a Vessel | 195 | Amending the Register or a certificate of registry to reflect an alteration to a vessel and issuing a new certificate of registry. |
| Alteration, change of ownership, transfer of port, vessel name change: Within 30 working days | SVC-200003 |
Transfer Port of Registry | 196 | Amending the Register or a certificate of registry to reflect the transfer of the registry of a vessel to a new port of registry and issuing a new certificate of registry. |
| Alteration, change of ownership, transfer of port, vessel name change: Within 30 working days | SVC-200004 |
Issuance of a Deletion Certificate | 186 | Issuing a certificate of deletion from the registry. |
| Provisional certificate of deletion of registry, Replacement or deletion: Within 5 working days
| SVC-200002 |
Transfer of Ownership | 187 | Amending the Register to reflect a change of ownership of a Canadian vessel or a share in one and issuing a new certificate of registry. |
| Alteration, change of ownership, transfer of port, vessel name change: Within 30 working days | 8M14 - SVC-200005 - Transmission on Death SVC-200017 - Transmission of Bankruptcy SVC-200040 - Transfer of Ownership
|
Temporary Recording of a vessel | 188 | Temporarily recording a vessel that is about to be built or is under construction in Canada. |
| Alteration, change of ownership, transfer of port, vessel name change: Within 30 working days | SVC-200039 |
Mortgages - Registration/Discharge/Assignment | 197 | Registering a mortgage and entering its discharge in the Register. |
| Register/discharge, transfer, transmission, change in priorities, amendments: Within 5 working days | SVC-200069 |
Mortgages - Transmission of mortgagee | 189 | Amending the Register to reflect the transfer or transmission of a registered mortgage. |
| Register/discharge, transfer, transmission, change in priorities, amendments: Within 5 working days | SVC-202483 |
Mortgages - Recording change to priorities of mortgages | 190 | Recording a change to the priorities of mortgages or for recording a court injunction or order. |
| Register/discharge, transfer, transmission, change in priorities, amendments: Within 5 working days | 8M18 - SVC-202490 |
Amendment of the Certificate of Registration due to change of name of vessel | 198 | Approving a change in the name of a Canadian vessel and issuing a new certificate of registry. |
| Alteration, change of ownership, transfer of port, vessel name change: Within 30 working days | 8M19 - SVC-200038 |
Historical Research Respecting the Register – Various Sources | 199 | For historical research respecting the Register that requires searching through various information sources other than the computer database, per request, for each vessel listed under the category "active vessel" and “non active vessel”. |
| Process request within 30 working days after receipt | 8M22 - SVC-202548 - "non active vessel" 8M23 - SVC-202549 - “Active Vessel” |
Historical Research Respecting the Register – Computer Database | 200 | For historical research respecting the Register that requires the use of the computer database, for each side of a two sided printed page. |
| Process request within 30 working days after receipt | 8M24 - SVC-202556 |
Small Vessel Initial Registration | 202 | Registering a vessel or fleet of vessels in small vessel registry, for each five year period. | Small | Initial (Small Vessels) Registration: Within 45 days | 8M27 - SVC-200042 - Transfer of Ownership SVC-200067 - First Registration SVC-200070 - Renewal SVC-202569 - (no breakdown description like above - all other?? ) |
Metrics used to measure success