Percentage Of Hardware Requests Fulfilled Within Established Service Level Standards

This metric is the percentage of time that SSC completes a hardware request ordered against SSC Virtual Inventory offers.

Calculation / formula: Number of hardware requests ordered against SSC Virtual Inventory completed within 10 days / total number of hardware requests ordered against SSC Virtual Inventory completed X 100 = %
Baseline: 10 days for processing Hardware requests ordered against SSC Virtual Inventory offers 90.00% of the time.
Definitions: Defined in accordance with the Treasury Board Contracting Policy and Notice CPN 2007-4.

As a result of executing Requests for Volume Discounts (RVD), SSC maintains virtual inventories of devices enabling customers to buy devices at discounted prices and with very fast turnaround times.

Note(s): Customer chooses a WTD hardware item from the SSC ITPRO estore, the user then “checks out” their order and creates an order number. Once the order number is created, the processing time for WTD begins. This metric starts to get tracked once the customer creates the order number with WTD Provisioning. WTD then keeps track of all its HW orders in the ITPRO estore database.

Target: 90.00% (SSC completes a hardware request within established service levels 90.00% of the time.)

Organization: Shared Services Canada | Services partagés Canada

Last modified: 2026-06-12T15:31:45.675237