Building on three years of success

The Agency has largely achieved the objectives identified in its 2008-2011 Strategic Plan, and is well positioned to build upon these accomplishments.

Key to these successes was the adoption of a new organizational structure that recognized the Agency's two distinct business lines: administering economic regulation and addressing complaints through dispute resolution. This new structure has permitted us to realize many benefits in terms of better workload management and collaboration throughout the Agency.

Among its major corporate achievements in the key area of dispute resolution, the Agency:

• Successfully eliminated a significant backlog of cases to be adjudicated;
• Introduced revised case management policies to better manage and track the process of case files, thereby increasing work efficiency and promoting best practices; and
• Expanded the Agency's role in alternative dispute resolution mechanisms, including facilitation and mediation.

Where key regulatory initiatives are concerned, in addition to significantly streamlining its regulatory approval procedures, the Agency:

• Made an important adjustment to the Western Grain Revenue Cap calculation to better reflect changes to industry costs;
• Worked closely with Transport Canada and the Department of Foreign Affairs and International Trade towards a resolution of a Canada-U.S. dispute involving professional sports team air charters;
• Engaged in consultations on updating and renewing its regulations, such as the Air Transportation Regulations, the railway cost of capital methodology, interswitching rates and limited distribution tariffs; and
• Initiated the modernization of its regulatory regime.

Over the past three years, the Agency has also worked hard to strengthen its relationships with clients, stakeholders and partners. For example, in addition to implementing a number of new mechanisms to improve external communications and dialogue, the Agency:

• Implemented a client-centred service delivery model to better respond to inquiries from clients, stakeholders and the general public;
• Produced a number of publications to assist Canadians in resolving disputes – such as Rail Noise and Vibration Complaints: Working together towards solutions – and to help Canadians travel with ease – such as Take Charge of your Travel, a guide for persons with disabilities;
• Redesigned its corporate Web site to include enriched information and improved access to Agency services.

Finally, we continued to implement knowledge transfer projects, recruitment initiatives and training and developmental opportunities for staff. We also launched a new intranet to provide more useful, current information and essential work tools to employees.