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
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
"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
"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
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@example.com.
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
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
SOURCE: Canadian Transportation Agency
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