Section 12: Performance Measures and Targets

Measuring performance enables the AGCO to improve program effectiveness by setting targets, assessing data, and evaluating results. Through continuous evaluation and feedback, the AGCO continues to position itself to deliver on goals and objectives from AGCO’s Strategic Plan. 

Results for 2021-22 below highlight successes in each of the three strategic goals of Modern Regulator, Service Excellence, and People First. These successes were facilitated by important projects and initiatives undertaken at the AGCO, which include: 

  • continuous optimization of iAGCO;
  • a continued focus on stakeholder engagement and an enhanced approach to stakeholder education;  
  • a modern regulatory approach that is risk-based, outcomes-based and compliance-focused; 
  • a hybrid working model that provided the tools and flexibility necessary for positive employee engagement during COVID; and  
  • development of a strategy to address diversity, inclusion, and accessibility at the AGCO. 

Performance measurement at the AGCO continues to evolve evidence-based evaluation practices to help internal and external stakeholders better understand progress with the agency’s strategic goals and mandate, as articulated in the executive summary. Activities scheduled for completion in 2022-23 include regulatory and business performance plans, which are risk-based, outcomes-focused and include performance targets, and establishment of a framework outlining performance monitoring and improvement planning cycles. These activities will support an evolution from performance measurement to performance management over the course of this three-year business planning cycle.

Modern Regulator

Digital First

AGCO provides user-based services and information through multiple windows and service channels anytime and anywhere.

% of users choosing to go digital where available(All 2022 data is based on applications) meets or exceeds target of 85%. 2021 92%. 2022 96%

Service Excellence

Service Experience

A service-centered design that optimizes the service experience, engages customers proactively and identifies opportunities for improvements.

Online application turnaround time (in days)[Includes new, renewal and amendment applications completed on the iAGCO portal] meets or is lower than target of 20 days. 2021 47 days. 2022 50 days (last 90 days)

% of clients satisfied with services (These numbers were affected by COVID-19. When looking at Q1: 84.3%; between March and September 30th, the number dropped to 51.8%) meets or exceeds target of 75%. 2021 70%. 2022: 72% (last 90 days)

Value for Money

Ensuring value per transaction (internal and external) with a focus on streamlining process and reducing regulatory burden.

% of applications for SOPs auto-issued meets or exceeds target of 90%. 2021 84%. 2022 86% (last 90 days)

% of first contact resolution (Percentage of calls that were resolved to full customer satisfaction at the first point of contact [Percentage of calls that were resolved to full customer satisfaction at the first point of contact by the contact centre]). 2021 92.5%. 2022 93% (2021-2022 fiscal year)

People First

Employee Experience

The level of engagement and enablement is directly correlated with higher productivity, increased motivation and job satisfaction.

% of AGCO staff who would recommend AGCO as a place to work meets or exceeds target of 75%. 2021 90.7%. 2022 95% (May)

% of AGCO staff who believe their ideas and suggestions count meets or exceeds target of 70%. 2021 76.3%. 2022 85% (May)

Diversity, Inclusion and Accessibility

The cultivation of a workforce that is reflective of Ontario’s diversity, an inclusive culture free of discrimination and harassment and service delivery that is accessible, culturally aware, relevant and responsive.

% of AGCO staff who believe the AGCO is making progress on its DI&A commitment. 2021 88%. 2022 89% (May)

% of AGCO staff who feel able to bring their "whole selves" work. 2021 86.7%. 2022 90% (May)

1 All 2022 data is based on applications

2 Includes new, renewal and amendment applications completed on the iAGCO portal.

3 These numbers were affected by COVID-19. When looking at Q1: 84.3%; between March and September 30th, the number dropped to 51.8%.

4 Percentage of calls that were resolved to full customer satisfaction at the first point of contact by the contact centre.