Transparent, accessible, and consistent redress mechanisms promote fair and impartial treatment

• Establish multi-year targets related to the transparency and consistency of dispute processing by September 2002
• Complete client satisfaction survey in 2002-2003. Increase client satisfaction ratings by 10% over the 1998 survey

Our dispute resolution service is provided on a timely basis

• Implement recommendations of the Timeliness Project report in fiscal 2002-2003
• Establish multi-year targets related to the timeliness of dispute processing by September 2002
• Complete client satisfaction survey in 2002-2003. Increase client satisfaction ratings by 10% over the 1998 survey

Handling of fairness provisions is consistently applied across programs and regions

• Implement and report on results of a quality-monitoring program by September 2002
• Implement a training framework by September 2002

Risk management of dispute and litigation issues is effective

• Implement a risk management framework by December 2002

Knowledgeable and skilled workforce in the right place at the right time

• Meet continuing challenge in recruitment and retention with integrated HR strategies