A new government report has revealed a significant shortfall in the performance of Canada's most-used federal services. According to the Treasury Board of Canada Secretariat's annual departmental results report, only 52 per cent of so-called "high-volume" services met internal standards for the 2024-25 fiscal year. This figure falls well below the government's own target of 80 per cent and marks a decline from the previous year.
A Concerning Downward Trend
The latest data shows a 3 per cent year-over-year drop in performance. The report assesses whether service delivery is digitally enabled, accessible, and meets the needs of Canadians. The longstanding 80 per cent target is intended to reflect public expectations for simple, secure, and efficient delivery of services and benefits. The decline is notable, especially following a year where several federal audits had already highlighted lacklustre results in some service areas.
The Treasury Board defines high-volume services as those that handle 45,000 or more transactions annually. The department did not respond to requests from the Ottawa Citizen for clarification on which specific services are included in this category, the reasons for the year-over-year decline, or its plans for improvement.
Historical Performance and Pandemic Impact
The report provides a snapshot of performance since the government shifted its reporting methodology in 2020, moving from "priority services" to "high-volume" services. The historical data paints a picture of inconsistent results:
- 2021-2022: 46%
- 2022-2023: 40%
- 2023-2024: 55%
- 2024-2025: 52%
For the 2023-2024 fiscal year, the Treasury Board cited the ongoing disruptive effects of the COVID-19 pandemic on service delivery across multiple departments. At that time, the board anticipated a gradual recovery and improvement in performance as departments adapted. However, the most recent data indicates that instead of recovering, the percentage of services meeting standards has fallen again.
Explanations and Looking Ahead
The latest report attributes the missed target to a combination of factors. Officials pointed to "limitations in the current methodology" used for assessment, as well as the lingering challenges from the shift in reporting categories that began in 2020. The failure to meet the 80 per cent benchmark raises questions about the federal government's capacity to deliver core services effectively in a digital age.
With nearly half of the most frequently accessed government services failing to meet their own benchmarks, the report underscores a persistent gap between service delivery goals and on-the-ground reality. The lack of detailed public explanation from the Treasury Board regarding improvement plans leaves the trajectory for future performance uncertain.
