2. Service Excellence

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  • The continuation of the AGCO’s service delivery model, through the phased rollout of the iAGCO online portal, featured the March 2020 launch of online services for horse racing participants.
  • The AGCO continued its ongoing development of organizational performance measures, with insights employed to better evaluate business performance and regulatory effectiveness.
  • The AGCO delivered a series of engagement-driven activities to solicit stakeholder input and generate awareness about major corporate initiatives, including hosting the AGCO’s second Stakeholder Summit.
  • The Education, Training and Awareness team launched an eLearning course for private event SOP holders to educate them about their legal responsibilities.
  • The AGCO conducted internal audits and evaluations, and implemented recommendations, based on a Board-approved, three-year, rolling Strategic Audit and Evaluation Plan, leading to strengthened internal controls and improved governance and accountability.
  • The AGCO continued to maintain and build upon collaborative relationships with the Canadian Centre for Ethics in Sport, College of Veterinarians, Canada Border Services Agency, Regulatory Compliance & Enforcement Council, Financial Transactions and Reports Analysis Centre of Canada, Canadian Pari-Mutuel Agency, and the Canadian American Law Enforcement Organization.
  • The AGCO continued to enhance its Emergency Management Plan Framework, including the creation of business continuity plans for new lines of business and modifications to infrastructure to ensure critical systems and information are protected and available in the event of an emergency.
  • As part of its Better, Faster, Smarter story, the AGCO launched a Value Task Force in April 2019, creating an internal infrastructure for measuring red tape and supporting the government’s objective of reducing regulatory burden by 25%.