"A service standard is the expression of a public commitment to a level of performance that clients can expect when receiving the service under normal circumstances."
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It is the responsibility of Agri-Futures Nova Scotia to:
- measure client satisfaction,
- to identify and implement service improvements
- to set and communicate service standards to clients, and
- to measure actual performance against the standard and communicate those results
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Agri-Futures Nova Scotia has 3 key project service standards:
- Number of business days for review and making a funding decision after the application is deemed complete (20 business day target);
- Number of business days to send a final Contribution Agreement, upon project approval combined with complete information pertaining to contract content (10 business day target); and
- Number of business days to send a cheque after receiving a complete claim for reimbursement (10 business day target).
These service standards relate to Nova Scotia based projects that are not Collective Outcome projects.
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Targets have been established to acknowledge that there are circumstances beyond our control where the standards cannot be met.
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• Step 1: Receipt and Action
When a CAAP application for funding arrives (by fax, email or in hard copy by mail or in person), an extensive review process is initiated. Acknowledgement of receipt is given to the applicant verbally or via email.
• Sept 2: Initial Assessment
The Executive Director completes an initial screening against the program criteria to ensure that the application meets the basic requirements to be eligible for funding. The applicant is then notified if the application is missing any information necessary for further review, or to discuss ways of refining the proposal.
• Step 3: Review and Decision Process
The review process then involves an assessment of the application by the Executive Director to determine any information omissions that may assist the adjudication process of the Board. Additional information is then obtained and any areas of question are discussed with the Federal Liaison Officer regarding eligibility or eligible expense items as necessary. The application and relevant documents are sent to the Board at least 5 business days prior to the next scheduled Board meeting. When the Board of Agri-Futures Nova Scotia meets, projects are adjudicated and decisions for funding are made.
• Step 4: Notification
If a project is approved, the Eligible Recipient will receive confirmation of funding amounts, the timelines and the eligible expenses. The applicant will also be notified if the proposal is declined for CAAP funding and reasons for rejection will be provided in writing.
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• Step 1: Initial Draft
If the application has been approved, the Executive Director will contact the applicant to confirm:
- Who the Project leader will be,
- If an advance will be required
- When the interim claims should be scheduled
- A suitable date for final reporting
- Any other information pertinent to the Contribution Agreement
Once the Contribution Agreement is completed, the Executive Director will review the draft with the Eligible Recipient and will explain his/her obligations.
• Step 2: Final Draft
Following this step, a final draft will be sent for signature. After the Eligible Recipient has returned the signed Contribution Agreement, they will be sent a letter along with the final Contribution Agreement signed by the Executive Director responsible for CAAP in Nova Scotia.
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• Step 1: Submitting claims
Once the Contribution Agreement has been signed, the Eligible Recipient will be required to submit claims including all relevant documents, for reimbursement of eligible expenditures at specific intervals, based on the type of initiative and as specified in the Contribution Agreement. Claims are either 'advance', 'interim' or 'final' in nature.
• Step 2: Processing claims
The Eligible Recipient will need to ensure that their claim is signed by the officer designated responsible for the organization before sending a payment request to the program officer. Once all information has been deemed complete, Agri-Futures Nova Scotia staff will process the signed payment request as quickly as possible.
• Step 3: Mailing out of payments
Once the claim has been approved, a payment will be mailed out as soon as possible.
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Les normes de service
d’Agri-Futures Nova Scotia
