2011-12 Annual Report and Client Satisfaction Research Results: A Year of Significant Achievements

OTTAWA, Sept. 20, 2012 /CNW/ - The Canadian Transportation Agency today released its Annual Report 2011-2012 showcasing its recent achievements in making Canada's transportation system more competitive, efficient and accessible.

The Annual Report assesses the Agency's performance against targets from its Strategic Plan 2011-2014, and measures its progress in enhancing client service, renewing its regulatory regime and focussing on people—the Agency's three strategic priorities.

The Annual Report also highlights numerous accomplishments for 2011-2012 which, for example, saw the Agency:

• resolve a number of complex, precedent-setting cases in rail noise and vibration, air transportation and accessible transportation matters;
• complete two major rail-related reviews that established new frameworks for determining the Western Grain revenue cap; and
• complete its first ever Web 2.0 consultation, where 3,500 Canadians contributed to the development of new air service price advertising regulations.

"This year we have much to celebrate," said Geoff Hare, Chair and CEO. "Through service excellence, innovation and increased efficiency, the Agency has met or exceeded most of its performance targets and continued to strengthen its reputation as a trusted and respected tribunal and economic regulator."

Agency clients agree. Results of the Client Satisfaction Research - Final Report 2011-2012 also published today, show that 77% of clients were satisfied with the quality of service they received from the Agency—a 12% increase over last year, and well above the 70% target set in the 2011-2014 Strategic Plan.

"Our results clearly show that Agency staff uphold the highest standards in delivering services to clients and stakeholders," continued Mr. Hare. "Results also identify the factors that drive the satisfaction of our clients and stakeholders which will guide us in further enhancing our client service."

The Agency commissioned Ipsos Reid to conduct the survey among various client types for the fiscal year 2011-2012. Respondents were asked to rate their satisfaction with respect to several aspects of service from the Agency. Clients included those who used the Agency's dispute resolution services, applied for new air licences, and carriers and terminals that underwent an inspection.

One-on-one stakeholder interviews were also conducted. Stakeholders were very positive and credit the Agency with continually working to improve its relationships with stakeholders, its service standards, and its regulatory processes.

To improve accessibility, reduce environmental waste and promote cost-effective operations, the Annual Report 2011-2012 and the Client Satisfaction Research - Final Report 2011-2012 are available in electronic format. Multiple formats are also available upon request by calling 1-888-222-2592 (TTY: 1-800-669-5575) or by emailing [email protected].

About the Canadian Transportation Agency

The Canadian Transportation Agency is an independent administrative body of the Government of Canada. It performs two key functions within the federal transportation system:

• As an economic regulator, the Agency makes determinations and issues authorities, licences and permits to transportation carriers under federal jurisdiction.
• As a quasi-judicial tribunal, the Agency, informally and through formal adjudication, resolves a range of commercial and consumer transportation-related disputes, including accessibility issues for persons with disabilities. It operates like a court when adjudicating disputes.

SOURCE: Canadian Transportation Agency

News Media Enquiries: [email protected] or 819-934-3448

General Public Enquiries: [email protected] or 1-888-222-2592 or TTY

To keep up-to-date with our latest news releases and other information, subscribe to our electronic mail service.