Institutional service performance reporting pages template: Canada.ca design

Institutional service performance reporting pages collect all service standards from an institution and provide annual performance reporting information, in support of the Policy on Service and Digital .

For each of an institution’s service standards, state the level of performance that people can reasonably expect under normal circumstances, and report on past performance against those standards.

How to use this template

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1: Page title

Indicates that the page provides annual reporting on performance against service standards for an institution

• Content

  • Title is: [institution name] service performance reporting for fiscal year [year] to [year]
• Presentation

  • must be a unique H1
  • must be the first element on the page

2: Institutional byline

Provides a link to the institution, organization or partnering/collaborative arrangement entity responsible for the content of the page

• Presentation

  • use the Institutional byline pattern

3: Subsection links

Links to service standards broken into logical groupings

• Content

  • use this component when there is a large number of service standards being reported on
  • group subsections logically (for example, by service delivery channel, volume, or type of service)
  • the text of each link must exactly match the text of the associated heading
• Presentation

  • appears below the institutional byline
  • use the In-page table of contents pattern

4: Introduction

Provides an overview of the institution’s service standards

• Content

  • limit text to 1 or 2 paragraphs
  • written for a grade 6-8 reading level
• Presentation

  • appears below the page title and byline

5: Service name and description

Provides an overview of the service delivered

• Content

  • limit text to 1 or 2 paragraphs
  • written for a grade 6-8 reading level
• Presentation

  • appears at the start of each subsection of the page

6: Service standards and performance information

Describes each of the institution’s service standards and reports most recent performance results

• Content

  • includes service standards and performance information as per the Policy on Service and Digital
  • content should align with the departmental service inventory
  • written for a grade 6-8 reading level
  • for each service standard being reported on, provide standards, targets and performance, as follows:
    • [Service]: name of the service to which the standard applies
      • Service description: brief plain-language description of the service
      • Our service standard: succinct statement of the standard
      • Our performance target: indicate the quantifiable target
      • Our service performance in [current fiscal year]: indicated the quantified performance
• Presentation

  • do not hyphenate words at the end of lines; retain ragged right edge for paragraphs and other text blocks

7: Past service standards and performance

Provides links to service standards and performance from previous years

• Content

  • presents previous years’ performance results (either linked or included directly on the page)
  • heading is labeled: “Service performance reports from previous years”
  • the link to each previous year’s page of service standards is labeled: “[institution name] service performance reporting for fiscal year [year] to [year]”
• Presentation

  • appears below the main page content
  • linked pages will apply the institutional service performance reporting page template, also ensuring a link to the current year’s institutional service performance reporting page

User navigation

Figure 2 – Text version

Institutional service performance reporting pages can be accessed from institutional profiles pages.