How the Agency works

By administering transportation regulations and providing dispute resolution services, the Agency ensures that transportation users, commercial shippers and individual travellers receive the protection provided for them in the legislation, if market forces alone do not result in fair, reasonable service.

In doing so, the Agency constantly sets, and strives to achieve, the highest performance standards.

Superior performance and accountability

Due to the implementation of a new organizational structure, which took effect on April 1, 2008, the Agency is now in a better position to manage workloads, respond to complex cases quickly and adapt to ongoing changes in its operating environment.

The Agency is also committed to meeting the accountability requirements of a federal government organization. A new Governance Framework and significant changes to committee structures have ensured that the Agency is now equipped with a comprehensive and integrated model for management, including ensuring that performance targets are being met.

For more on how the Agency works,
go to www.cta.gc.ca/eng/process.

Measuring performance

The Agency's results-focussed Performance Measurement Framework establishes benchmarks and determines the level of service delivery it needs to achieve. These benchmarks are used to track how closely objectives and specific targets are being met and to support short- and long-term decision-making.

Faster-than-expected progress has been made on a number of performance targets. The Agency is seeing real and tangible benefits from its evaluations of business processes and the identification of opportunities to improve efficiency, while maintaining the high quality and reliability of its services.