Published plans and annual reports 2025–2026: Ministry of Public and Business Service Delivery and Procurement

Ministry overview

The Ministry of Public and Business Service Delivery and Procurement provides vital programs, services, and products for the people and businesses of Ontario, as well as to ministries across the Ontario Public Service (OPS), provincial agencies, and the Broader Public Sector (BPS). We are there when it matters most, protecting consumers, delivering government services, unlocking value across government, securing data, and collecting revenues that fuel the province. Services are managed and delivered through the ministry’s business lines:

• Policy, Archives and Data
• Enterprise Financial and Supply Chain Services
• ServiceOntario
• Consumer Services
• Application and Information Technology Service
• Enterprise Information Technology Services

Ministry’s Vision

The ministry’s vision is to deliver simpler, faster, better services for the people and businesses of Ontario and drive meaningful change across the enterprise that improves program outcomes and protects critical services.

Ministry Programs

Policy, Archives and Data

Policy, Archives and Data is comprised of three main functions: Strategic Policy, Enterprise Data Stewardship and Archives. The program leads strategic evidence-based enterprise policy to enable the reliable and responsible delivery of digital, data, technology, and services in Ontario; delivers data governance, standards and policies; provides enterprise leadership in data, recordkeeping and access to information and privacy; and promotes the preservation and access to archival records, including overseeing the Archives of Ontario, one of the largest archival collections in Canada.

Enterprise Financial and Supply Chain Services

The Enterprise Financial and Supply Chain Services Program provides leadership, expertise, strategic guidance, and services including whole-of-government financial processing, transfer payment administration, and the modernization and centralization of the public sector supply chain.

ServiceOntario Program

As the public face of government, ServiceOntario is front-and-centre in service delivery, connecting people and businesses to critical government services. The program puts the people and businesses of Ontario first by providing them with choices, so they can get what they need when and where they need it. ServiceOntario delivers more than 790 services to the public, business organizations and government clients on behalf of more than 20 ministries through more than 50 million customer interactions per year. The program offers secure online access to many high-volume services while continuing to ensure a strong in-person community presence with over 270 ServiceOntario centres across Ontario. Additionally, ServiceOntario continues to offer services by phone.

Services include health cards, driver and vehicle licensing and registration, accessible parking permits, outdoor licensing (hunting, fishing), birth, marriage, death certificates and organ donation, business, land and personal property registration services, and business services.

Consumer Services

Consumer Services programs deliver policies, programs, and services that respond to the needs of the people and businesses of Ontario. As a modern regulator, Consumer Services develops and supports policies on a wide range of consumer and public safety issues and business law modernization. Through its responsibility for overseeing 12 administrative authorities, the ministry plays a critical role in consumer protection and public safety across a diverse range of sectors. The ministry is a recognized and trusted source of information and essential tools for consumers and businesses. 

Direct services to the public include education and outreach, licensing and regulating certain sectors, offering voluntary mediation services when appropriate, protecting broader consumers’ interests through proportionate and risk-based compliance and enforcement action.

The ministry delivers legislative and regulatory changes in respect of consumer protection and public safety statutes to reflect the evolving marketplace, address emerging consumer harms and public safety issues, and better support businesses to be compliant. Consumer Services also provides policy leadership and support for vital events (i.e., birth, marriage, death, name change, adoption, stillbirth), the Accessible Parking Permit Program as well as 21 business law statutes.

The ministry administers the burial sites, cemetery closures and abandonment, and war graves provisions of the Funeral, Burial and Cremation Services Act, 2002. The ministry brings its expertise in this area to support the development and implementation of the government’s strategy to work with Indigenous communities in respect of unidentified burials associated with the former Indian Residential Schools.

Application and Information Technology Services

The Application and Information Technology Services Program is the strategic information and information technology (I&IT) partner to all ministries. The program is responsible for delivering digital and cost-effective applications to meet the changing needs of Ontarians and the Ontario Public Service.

The program ensures innovative program delivery and business transformation, develops and maintains key I&IT applications, and is committed to furthering the province’s digital strategy that ensures Ontarians have a simple, reliable, and consistent experience powered by user- centred and secure applications, maximizing technology reuse and investment.

Enterprise Information Technology Services Program

The Enterprise Information Technology Services Program provides strategic leadership in the use of information and information technology (I&IT) to modernize Ontario’s public services.

The program is responsible for developing plans that focus on evolving I&IT capabilities to transform public service delivery and providing user-centred digital solutions. This includes an enterprise I&IT action plan to realize the benefits of strategically managed technology, products, and services, as well as coordinate technology investments across ministries. These plans will transform public service delivery and provide user-centred digital solutions and better value for taxpayers' dollars.

The program ensures the ongoing integrity and availability of systems and data, the implementation of common infrastructure, governance and accountability, the development and maintenance of OPS I&IT operating policies, technical standards, and guidelines and delivery of OPS-wide common services such as hosting services, service management, and network capabilities.

2025-26 Strategic plan

The Ministry of Public and Business Service Delivery and Procurement is focused on improving government services to the public, supporting businesses, and making government function efficiently. The ministry is taking a customer-focused approach to build simpler, faster, better access to services, saving Ontarians and businesses time and money.

Ministry Primary Goals 

1. Better Services for People and Businesses: Serve the people of Ontario by working with other ministries to improve the customer experience for the public and businesses and strengthen consumer protection and public safety.
   • Continue increasing ServiceOntario workforce agility by implementing multi-skilling frontline and contact centre staffing models (leveraging cloud-based technology) to receive telephone calls.
   • Continue optimizing the Ontario Business Registry program for timely and more convenient services for businesses, including increased data use for revenue collection and improved services.
   • Make it easier for businesses to access the information they need to get started, create jobs and grow through tools like the permit and licence tracker on Ontario.ca/business and quarterly reporting on Business Service Standards.
   • Prepare to launch the Business Experience Platform (BXP), a single streamlined platform that provides businesses with end-to-end management and access to government services.
   • Continue working on regulations under the At Your Service Act, 2022 to reduce administrative burden for businesses.
   • Provide business intelligence, services, and analytics tools to transform raw data into meaningful and actionable information to support their decision-making.
   • Upgrade networks to enhance performance, improve security and data protection, reduce downtime and enable the release of new products and service.
   • Continue working on supporting regulations needed to implement the new Consumer Protection Act, 2023 and amendments to the Consumer Reporting Act. These Acts will, once in force, enhance consumer rights and ease business Improved business compliance will also benefit consumers and help to create a fairer marketplace.
   • Continue to strengthen consumer protection with enhancements to Ontario’s new home warranty program, in partnership with Tarion, to administer the Ontario New Home Warranties Plan Act, through work with the Home Construction Regulatory Authority, Ontario’s regulator of new home builders and vendors, to build confidence in new home buyers and through continued support of Housing Supply Action Plans to develop proposed strategies addressing illegal building and support the goal of building 1.5 million homes by 2031.
   • Enhance the customer service experience for the public and businesses interacting with consumer protection services by working collaboratively across Administrative Authorities and the ministry’s consumer services programs on service delivery improvements and modernization.
2. Enabling Digital and Data Infrastructure for Ontarians: Build digital trust, protect government IT infrastructure, and Ontario’s archival assets by leveraging data assets to improve decision-making and the customer experience.
   • Enable the transparent, responsible, and accountable use of artificial intelligence (AI) with increased transparency, and promotion of best practices by publishing guidance for ministries and provincial agencies.
   • Continue to modernize data centre operations to support greater cloud adoption in the OPS. More than 50 per cent of government applications are now hosted in the This will allow for the ability to add capacity when demand for applications surges, cost efficiency, and seamless access while ensuring the sustainability of mission and business critical applications.
   • Continue to partner with ministries to explore opportunities to address accessible, affordable broadband services for underserved and vulnerable populations.
   • Continue to implement a modernized voice services strategy for unified communication and collaboration that will replace end-of-life telephone systems.
   • Through Ontario’s Cyber Security Strategy:
     • Continue to enhance security and resilience of provincial information systems by improving cyber security practices and modernizing safeguards such as advanced authentication, data encryption, and proactive threat management.
     • Providing expanded cyber security support to OPS ministries, broader public sector organizations, and municipalities. Supports include educational resources on the Cyber Security Ontario website, operational advice on threats and incidents, and strategic policy framework support to promote wider adoption of best practices.
   • Enhance privacy protections and reduce risks by developing guidance and supporting ministries to meet new requirements under the Freedom of Information and Protection of Privacy Act to investigate and respond to privacy breaches and inappropriate use of personal information and mandating the completion of privacy impact assessments.
   • Build digital trust in Ontario by developing potential requirements under the authority of the Enhancing Digital Security and Trust Act, 2024 (regulations, directives and/or guidance), to support:
     • setting a foundational framework and supports to prevent and respond to future cyber security attacks and emerging threats
     • supporting the responsible use of artificial intelligence
     • giving children safe and age-appropriate digital experiences in schools and children’s aid societies to support their health and well-being
   • Provide further improvements to the Digital Dealership Registration platform in 2025-26, including onboarding more dealerships. As of April 2025, over 600 dealerships have been onboarded to the platform. ServiceOntario will continue to engage with the motor vehicle dealers, law enforcement, and private service providers to improve the Digital Dealership Registration platform based on user feedback.
   • Continue to offer businesses and not-for-profit corporations’ direct access to services through digital self-service to more than 90 business services, 24 hours a day.
   • Build on the successful launch of a cloud-enabled digital service delivery platform that is making it easier for Ontarians to manage their government products and services online through a personalized, secure, and seamless user experience. 2025-26 will focus on providing customers with more choice by offering new online services, expanding access to existing online services, and continuous improvement for services and features already onboarded to the platform.
   • Ensure government projects that involve creating or improving programs or services meet Ontario’s Digital Service Standard throughout their development, through user research and Digital First Assessments.
   • Advance digital maturity across ministries to provide better services for Ontarians and unlock the potential of data to increase innovation and economic growth, including:
     • developing action plans for better enterprise collaboration in the design and delivery of technology
     • advancing digital and data governance, technology capacity building and benchmarking policies and objectives
     • building user-centered products and platforms that accelerate the technology and service modernization, e.g., notify for renewal reminders for government documents
3. Service Delivery Excellence: Make government work efficiently and effectively by delivering enterprise services by driving operational excellence and continuous improvement in service delivery and transforming and streamlining delivery models across government.
   • Continue to discover, onboard, and support ServiceOntario contact centre lines for partner ministries, including for programs such as, Social Assistance Digital Application, Long-Term Care Action Line, senior driver’s licence renewals, Community Emergency Preparedness Grant, and the Canadian Ontario Housing Benefit.
   • Finalize the design and delivery of a focused data strategy and implementation roadmap for Ontario to provide direction to Government on how to manage, govern, use, and share data to make evidence-informed decisions to improve policy, programs and service The real-time data and predictive analytics operating model will improve data management and continue to maximize the value of data and its use for people, businesses, communities, and government.
   • Continue the phased implementation approach to deliver the Ontario Data Platform, capable of providing core data products and services to the government and its partners.
   • Advance transformational Information Technology through adoption and provision of enterprise services demonstrating support in reducing duplicate technologies across the OPS and providing the best value-for-money while ensuring that programs and services are sustainable, responsive, and results-driven.
   • Leverage Supply Ontario to continue to transform, centralize, and modernize the procurement of goods and services across the government and broader public sector.
   • Ensure that Ontario has an appropriate legislative and policy framework in place to enable the effective procurement of goods and services that are needed in a marketplace impacted by international trade uncertainties, rising costs, and supply chain constraints. This involves modernizing supply chain legislation and policy to enable a centralized, resilient, and secure public sector supply chain.
   • Continue to implement the enterprise I&IT action plan to accelerate government programs, service modernization, and transformation.
   • Continue to explore new ServiceOntario in-person service delivery models to ensure customer service excellence and reliable and accessible services for Ontarians while maintaining a sustainable community This includes the expansion of specialized health card services into all ServiceOntario centres to provide Ontarians access closer to home and during evenings and weekends.
   • Introduce modern mobile outreach technology to enable ServiceOntario to provide critical in-person services wherever needed including fly-in communities, hospitals, ID clinics, and areas experiencing an emergency.
   • Continue to introduce proof-of-concept self-serve stations at in-person centres to encourage uptake of online transactions, reduce in-person wait times, and enable in-person staff to focus on complex, value-added services.
   • Ensure Ontario remains a leader in the transfer payment space and supports a better user experience by innovating the Transfer Payment Ontario system to enable a simpler and faster experience for service delivery partners and centralizing transfer payment administration onto one digital platform for evidence-based decision making.
   • Continue to adapt to trends in the marketplace, such as migrating to a cloud-based engagement platform which will enable modern contact centre technology such as conversational interactive voice response and strengthened internal knowledge management practices to provide customers with a consistent and complete customer experience.
   • Continue to optimize the quality, value, and use of government information while ensuring Ontarians benefit from best-in-class recordkeeping, access to information, and privacy protections.
   • Continue to build an archival collection that is reflective of the diversity of the province and enhance multi-channel public access through active outreach, including phone, email and the Archives public facing website.

Key Performance Indicators

The Ministry of Public and Business Service Delivery and Procurement has several key performance indicators (KPI) that it uses to measure ministry priorities, such as customer satisfaction and service standards/guarantees in order to know the level of customer satisfaction and whether the ministry is meeting its commitments to clients in a timely manner.

Detailed financial information

Note: Numbers may not add due to rounding.

Table 2: Combined Operating and Capital Summary by Vote

* Estimates, Interim Actuals and Actuals for prior fiscal years are re-stated to reflect any changes in ministry organization and/or program structure. Interim actuals reflect the numbers presented in the 2025 Ontario Budget.

* Estimates and Actuals for prior fiscal years are re-stated to reflect any changes in ministry organization and/or program structure.

For additional financial information, see:

• Expenditure Estimates
• Public Accounts of Ontario: past editions
• 2025 Ontario Budget: A Plan to Protect Ontario

Administrative authorities

The ministry oversees 12 administrative authorities that operate at arm’s length from government and are governed by several pieces of legislation, are self-funded through the fees they charge their respective sectors. The Safety and Consumer Statutes Administration Act, 1996, provides a framework for the delegation of the administration of legislation with respect to condominium management, electrical safety; regulation of motor vehicle dealers and salespersons; travel sales by travel agents and wholesalers; regulation of bereavement services (i.e., funeral, cemetery, crematorium, and transfer services); as well as the regulation of real estate salespersons, brokers, and brokerages.

There are also individual statutes that apply an administrative authority’s oversight framework to technical safety standards, safe excavation practices related to underground infrastructure, new home warranties, new home builder licensing, the condominium sector, and Ontario’s wine appellations.

These individual statutes and the Safety and Consumer Statutes Administration Act, 1996, establish the accountability and governance framework that applies between the ministry and the not-for-profit corporations that administer legislation in specific consumer protection or public safety areas.

The government is responsible for setting out the mandate for each administrative authority in legislation, authorizing specific powers and monitoring regulation of the sector for which the authority is responsible to determine when changes are needed. The administrative authority is accountable to the government for the fulfillment of its statutory mandate. The administrative authorities typically deliver services such as licensing, inspections, education, complaint handling, and enforcement. As part of the Rebuilding Consumer Confidence Act, 2020 which was passed in July 2020, the ministry made improvements to the governance frameworks of the administrative authorities and created consistency between the individual statutes and the Safety and Consumer Statutes Administration Act, 1996. The ministry continues to implement and proclaim remaining sections of the Rebuilding Consumer Confidence Act, 2020.

The Bereavement Authority of Ontario administers most provisions under the Funeral, Burial and Cremation Services Act, 2002. The Bereavement Authority of Ontario is responsible for licensing and regulating (e.g., conducting inspections and investigations) operators of cemeteries, crematoriums, and transfer services; salespersons for those operators; funeral directors; funeral establishment operators; and funeral preplanners. The Bereavement Authority of Ontario is also responsible for the management of a Funeral Services Compensation Fund that compensates persons who suffer a financial loss due to a failure on the part of certain licensees under the Funeral, Burial and Cremation Services Act, 2002, to comply with that Act, its regulations, or the terms of an agreement made under that Act.

The Condominium Authority of Ontario is responsible for administering delegated provisions under the Condominium Act, 1998. The Condominium Authority of Ontario provides easy-to-use information to help owners and residents understand their rights and responsibilities, mandatory training for condominium (condo) directors, resources to help condo owners and residents resolve common issues associated with condo living, and a public database of key information about every condominium in Ontario. In addition, the Condominium Authority of Ontario oversees and operates the Condominium Authority Tribunal, a unique online dispute resolution system that helps to resolve prescribed disputes under the Condominium Act, 1998.

The Condominium Management Regulatory Authority of Ontario administers the Condominium Management Services Act, 2015. This includes administering licensing for all condo managers and condo management providers, establishing and delivering the required education program for condo managers, maintaining a list of all licences in the province, dealing with complaints, administering the discipline committee and appeals committee, and enforcement.

The Electrical Safety Authority is responsible for administering Part VIII of the Electricity Act, 1998, enforcing the Ontario Electrical Safety Code, the licensing of electrical contractors and master electricians, overseeing electrical distribution system safety, and electrical product safety.

The Home Construction Regulatory Authority is responsible for the mandatory licensing and regulation of new home builders and vendors under the New Home Construction Licensing Act, 2017.It holds new home builders and vendors to account for violations of the Code of Ethics and operates a formal complaints process regarding builders and vendors of new homes. It also maintains the Ontario Builder Directory, which provides consumers with information about licensed new home builders and vendors.

Ontario One Call administers the Ontario Underground Infrastructure Notification System Act, 2012. The Act requires owners of underground infrastructure to be members of Ontario One Call and to respond to requests for the location of the infrastructure from excavators and homeowners. Ontario One Call operates a locate request routing service and enforces compliance by its members, which include gas, electrical, and telecommunications companies, as well as municipalities.

The Ontario Motor Vehicle Industry Council administers the Motor Vehicle Dealers Act, 2002, and the Motor Vehicle Dealers Compensation Fund — a fund for consumers who have lost money related to a vehicle purchase or lease involving a registered motor vehicle dealer. The council registers motor vehicle dealers and salespersons and conducts inspections and investigations to ensure compliance with the Act.

The Real Estate Council of Ontario administers the Trust in Real Estate Services Act, 2002 (formerly the Real Estate and Business Brokers Act, 2002), which regulates the conduct of real estate and business brokerages, brokers, and salespersons. The Real Estate Council of Ontario registers salespersons, brokers, and brokerages; enforces standards to obtain/maintain registration; requires brokers and salespersons to meet educational standards; conducts inspections of brokerage offices to ensure compliance with the act; investigates complaints; and carries out enforcement action with respect to violations of the Act.

Tarion administers the Ontario New Home Warranties Plan Act, which ensures builders and vendors provides warranties and protections to new home buyers and owners. Tarion enrols new homes for warranty coverage; resolves warranty disputes between builders/vendors and homeowners; maintains a Guarantee Fund that provides for the payment of compensation under the plan; and informs and educates new home buyers and builders.

The Technical Standards and Safety Authority administers the Technical Standards and Safety Act, 2000. This includes enforcement of public safety laws relating to various equipment, including amusement devices, elevating devices, ski lifts, fuels, boilers and pressure vessels, and operating engineers’ sectors.

The Travel Industry Council of Ontario administers the Travel Industry Act, 2002. It registers travel agents and travel wholesalers, monitors their financial performance to identify financial risk, inspects their operations to ensure compliance with the act, and manages Ontario’s Travel Industry Compensation Fund. Customers with eligible claims for travel services paid to or through a registered travel agent, but not provided, may be reimbursed from the fund up to certain amounts.

The Vintners Quality Alliance Ontario (operating as the Ontario Wine Appellation Authority) is responsible for administering an appellation of origin system governing the production and quality standards of Ontario wines under the Vintners Quality Alliance label in accordance with the Vintners Quality Alliance Act, 1999.

AGENCIES, BOARDS AND COMMISSIONS (ABCS)

Supply Ontario

Chair: Paul G. Smith

Supply Ontario, legally known as “Centralized Supply Chain Ontario”, was established in 2020 under O. Reg 612/20 of the Supply Chain Management Act (Government, Broader Public Sector and Health Sector Entities), 2019. It aims to accelerate Ontario government efforts to centralize and transform public sector supply chains by harnessing Ontario’s buying power to enable economic development, provincewide resilience, and optimize value for Ontarians. Supply Ontario will enable a whole-of-government approach to purchasing goods and services for the government, broader public sector, and health sector entities, ensuring consistent access to high-quality products and services.

Ministry organization chart

• Hon. Stephen Crawford — Minister
  • Deputy Minister — Samantha Poisson
    • Director Legal — Omar Shahab (A)
    • Director Communications — Jennifer Proulx
    • Director Operations — Rick Baldino (A)
    • Corporate Chief Information Officer GovTechON— Mohammad Qureshi
      • CIO, Infrastructure Technology Services — Mike Amato
      • CIO&TO, Enterprise Digital and Technology Services — Vacant 
      • CISO, Cyber Security — Daniela Spagolo
      • CIO, Government Services Integration Cluster — Manish Agarwal
      • CIO, Central Agencies I&IT Cluster — Cheryl-Ann Rodriguez
      • CIO, Labour & Transportation I&IT Cluster — Roman Corpus
      • CIO, Land & Resources I&IT Cluster — Claudio De Rose
      • CIO, Justice Technology Services Cluster — Catherine Emile
      • CIO, Health Services I&IT Cluster — Angela Copeland
      • CIO, Community Service I&IT Cluster — Rocco Passero
      • CIO, Children, Youth & Social Service I&IT Cluster — Alex Coleman
    • ADM Strategic Policy — Melissa Kittmer
    • ADM Archives Archivist of Ontario — Jacqueline Spencer
    • ADM Enterprise Data Stewardship — Aklilu Tefera
    • ADM Enterprise Financial Services — Brandon Chaput
    • Chief Administrative Officer and ADM Corporate Services — Natasha Holland
    • ADM Consumer Services Operations — Teepu Khawja 
    • ADM Policy Planning & Oversight — Barbara Duckitt
    • ADM  Supply Chain Policy & Oversight — Christopher Gonsalves
    • Associate Deputy Minister, Chief Services Officer ServiceOntario — Dafna Carr
      • ADM Government Services Experience — Dr. Flolet Loney-Burnett
      • ADM Public Services Experience — Joanne Anderson
      • ADM Customer Care — Violeta Quintanilla-Webb (A)
      • ADM Business Experience and Registries Services — Beverly Thomas-Barnes

Acts administered by the Ministry of Public and Business Service Delivery

• Alternative Filing Methods for Business Act, 2020, S.O. 2020, c. 7, Sched. 1
• Apportionment Act, R.S.O. 1990, c. A.23
• Archives and Recordkeeping Act, 2006, S.O. 2006, c. 34, Sched. A
• Arthur Wishart Act (Franchise Disclosure), 2000, S.O. 2000, c. 3
• Assignments and Preferences Act, R.S.O. 1990, c. A.33
• At Your Service Act, 2022, S.O. 2022, c. 2, Sched. 1
• Bailiffs Act, R.S.O. 1990, c. B.2
• Boundaries Act, R.S.O. 1990, c. B.10
• Building Ontario Businesses Initiative Act, 2022
• Business Corporations Act, R.S.O. 1990, c. B.16
• Business Names Act, R.S.O. 1990, c. B.17
• Business Regulation Reform Act, 1994, S.O. 1994, c. 32
• Change of Name Act, R.S.O. 1990, c. C.7
• Co-operative Corporations Act, R.S.O. 1990, c. C.35
• Collection and Debt Settlement Services Act, R.S.O. 1990, c. C.14
• Condominium Act, 1998, S.O. 1998, c. 19
• Condominium Management Services Act, 2015, S.O. 2015, c. 28, Sched. 2
• Consumer Protection Act, 2002, S.O. 2002, c. 30, Sched. A
• Consumer Protection Act, 2023 (not yet in force)
• Consumer Reporting Act, R.S.O. 1990, c. C.33
• Corporations Act, R.S.O. 1990, c. C.38
• Corporations Information Act, R.S.O. 1990, c. C.39
• Discriminatory Business Practices Act, R.S.O. 1990, c. D.12
• Electricity Act, 1998, S.O. 1998, c. 15, Sched. A, in respect of Part VIII
• Electronic Land Registration Services Act, 2010, S.O. 2010, c. 1, Sched. 6
• Electronic Registration Act (Ministry of Consumer and Business Services Statutes), 1991, S.O. 1991, c. 44
• Enhancing Digital Security and Trust Act, 2024, S.O. 2024, c. 24, Sched. 1
• Extra-Provincial Corporations Act, R.S.O. 1990, c. E.27
• Factors Act, R.S.O. 1990, c. F.1
• Fairness in Procurement Act, 2018
• Film Content Information Act, 2020, S.O. 2020, c. 36, Sched. 12
• Financial Administration Act, R.S.O. 1990, c. F.12, in respect of section 1.0.19 and clause 38 (1) (a.3)
• Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. F.31
• Funeral, Burial and Cremation Services Act, 2002, S.O. 2002, c. 33
• Government Services and Service Providers Act (ServiceOntario), 2012, S.O. 2012, c. 8, Sched. 21 (Repealed under Section 10.1 of the Legislation Act, 2006)
• Highway Traffic Act, R.S.O. 1990, c. H.8, in respect of Part III
• Home Inspection Act, 2017, S.O. 2017, c. 5, Sched. 1 (not yet in force)
• Horse Riding Safety Act, 2001, S.O. 2001, c. 4
• Land Registration Reform Act, R.S.O. 1990, c. L.4
• Land Titles Act, R.S.O. 1990, c. L.5
• Limited Partnerships Act, R.S.O. 1990, c. L.16
• Marriage Act, R.S.O. 1990, c. M.3
• Ministry of Consumer and Business Services Act, R.S.O. 1990, c. M.21
• Ministry of Government Services Act, R.S.O. 1990, c. M.25, except in respect of services provided by the Treasury Board Secretariat
• Motor Vehicle Accident Claims Act, R.S.O. 1990, c. M.41
• Motor Vehicle Dealers Act, 2002, S.O. 2002, c. 30, Sched. B
• Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56
• New Home Construction Licensing Act, 2017, S.O. 2017, c. 33, Sched. 1
• Not-for-Profit Corporations Act, 2010, S.O. 2010, c. 15
• Ontario Gazette Act, R.S.O. 1990, c. O.3
• Ontario New Home Warranties Plan Act, R.S.O. 1990, c. O.31
• Ontario Underground Infrastructure Notification System Act, 2012, S.O. 2012, c. 4
• Partnerships Act, R.S.O. 1990, c. P.5
• Payday Loans Act, 2008, S.O. 2008, c. 9
• Personal Property Security Act, R.S.O. 1990, c. P.10
• Personal Protective Equipment Supply and Production Act, 2022
• Protection for Owners and Purchasers of New Homes Act, 2017, S.O. 2017, c. 33, Sched. 2 (not in force)
• Registry Act, R.S.O. 1990, c. R.20
• Repair and Storage Liens Act, R.S.O. 1990, c. R.25
• Retail Business Holidays Act, R.S.O. 1990, c. R.30
• Safety and Consumer Statutes Administration Act, 1996, S.O. 1996, c. 19
• Securities Transfer Act, 2006, S.O. 2006, c. 8
• Simpler, Faster, Better Services Act, 2019, S.O. 2019, c. 7, Sched. 56
• Supporting Local Restaurants Act, 2020, S.O. 2020, c. 31 only in respect of Parts III, IV and V of the Act
• Supply Chain Management Act (Government, Broader Public Sector and Health Sector Entities), 2019, S.O. 2019, c. 15, Sched. 37
• Technical Standards and Safety Act, 2000, S.O. 2000, c. 16
• Ticket Sales Act, 2017, S.O. 2017, c. 33, Sched. 3
• Travel Industry Act, 2002, S.O. 2002, c. 30, Sched. D
• Trust in Real Estate Services Act, 2002, S.O. 2002, c. 30, Sched. C
• Vintners Quality Alliance Act, 1999, S.O. 1999, c. 3
• Vital Statistics Act, R.S.O. 1990, c. V.4

2024-25 Annual report

HIGHLIGHTS OF 2024-25 RESULTS

The Ministry of Public and Business Service Delivery and Procurement provides vital programs, services, and products for the people and businesses of Ontario, as well as to ministries across the Ontario Public Service (OPS), provincial agencies, and the Broader Public Sector (BPS). We are there when it matters most, protecting consumers, delivering government services, unlocking value across government, securing data, and collecting revenues that fuel the province.

The ministry’s achievements include:

Better Services for People and Businesses:

• Worked with the Ministry of Health and community labs to reduce the administrative burden for participating community labs in Ontario through the June 2024 launch of an electronic health card version code lookup service. This automated system assesses 30- plus records per minute, compared to a single record in three to four minutes in the old manual process. As of March 2025, 292,259 records have been processed.
• Expanded service options for businesses through the Ontario Business Registry’s Partner Portal that is accessed by approximately 4,800 registered intermediary organizations (e.g. law and accounting firms), servicing over 294,000 businesses. By expanding Partner Portal, a digital service channel for business registry services, there is increased consumer choice and competition in the marketplace. The ministry proactively distributed 215,935 company keys, which enables more secure access to the Ontario Business Registry to over 140,000 businesses.
• Launched a new webpage on December 31, 2024, Business Service Standards for Permits and Licenses, to support the implementation of requirements under the At Your Service Act, 2022. This public ‘quick reference’ list identifies service standards for provincial permits and licences helping businesses understand how long it will take to get the provincial permits and licences they need to succeed. The information will help businesses in Ontario plan their work and make it easier for them to open their business, hire workers and grow. The Business Service Standard List includes 227 business service standards for 188 business permits and licences across 15 ministries.
• On December 22, 2024, a Minister’s Exemption came into effect that reduces burden on the propane industry by allowing additional classes of propane workers to purge propane tanks under a certain size limit, after completing appropriate training. The ministry worked closely with the Technical Standards and Safety Authority and the Canadian Propane Association on this initiative to ensure that the Minister’s Exemption supports industry compliance and reduces burden without compromising public safety. Cost savings to industry from the Minister’s Exemption are anticipated to be approximately $4.2 million annually.
• The ministry has responded to eight value-for-money audits performed by the Auditor General of Ontario covering ten administrative authorities overseen by the ministry, with a focus on outcomes related to improved service delivery, strengthening public safety, increasing transparency and accountability, and enhancing consumer protection. This involved assessing and implementing recommendations directed at the ministry related to governance, policy, and legislative changes.
• Continued to enhance governance at the ministry’s administrative authorities following the issuing of Minister’s Orders to facilitate a more streamlined governance model and enable a strong focus on the administrative authorities’ consumer protection and public safety mandates. Minister’s Orders that were issued to the Real Estate Council of Ontario were implemented as of June 2024.
• To support the implementation of Bill 142, the Better for Consumers, Better for Businesses Act, 2023, the ministry began stakeholder consultations in December 2024 on regulatory proposals required to bring the new Consumer Protection Act, 2023 into force. The ministry also consulted with the public and stakeholders for 45 days on the Regulatory Registry in October/November 2024 on the necessary regulatory changes to implement the amendments to the Consumer Reporting Act.
• Strengthened protections for thousands of consumers and reduced the harm caused by the misuse of Notices of Security Interest (NOSIs). After an expedited process and with all- party support, the Homeowner Protection Act received Royal Assent on June 6, 2024, and bans the registration of NOSIs on title for consumer goods, deems existing NOSI registrations for consumer goods to be expired, and provides a mechanism to have those expired consumer NOSIs removed from title.
• On January 1, 2025, regulatory amendments under the Payday Loans Act, 2008 came into effect to reduce the maximum cost of borrowing to $14 per $100 borrowed, among other changes, to align with amendments made by the Federal Government to the Criminal Code.
• Following a 45-day public consultation on potential changes to the Motor Vehicle Dealers Act, 2002 and its regulations to improve the motor vehicle sales sector for consumers and businesses, regulatory amendments were made in June 2024 under the MVDA to reduce burden, enhance the Ontario Motor Vehicles Industry Council governance, and increase professionalism and consumer protection in the motor vehicle sales sector.
• On May 1, 2024, two new regulations came into effect under the Ontario Underground Infrastructure Notification System Act, 2012. The administrative penalties regulation enables Ontario One Call to issue administrative penalties against non-compliant underground infrastructure owners and excavators. Administrative penalties are not meant to be punitive, but rather provide Ontario One Call a tool to promote compliance with the Act and encourage the timely delivery of locates. In addition, the specified locates regulation came into effect to which improve the locate delivery process by providing 10 business days for underground infrastructure owners to respond to large locate requests. These changes are intended to help keep costs down for construction projects.
• On July 1, 2024, regulatory amendments came into effect to facilitate the modernization of the Electrical Safety Authority’s licensing renewal process for master electricians and licensed electrical contractors by digitalizing and automating the renewal process. On January 1, 2025, the amendment to remove the requirement that the master electrician licence include a recent photograph of the licence holder came into effect. Removing this requirement will help facilitate ESA’s move to a digital licence for master electricians. These changes simplify compliance, reduce administrative burden, and support a more streamlined licensing system, making it easier for skilled trades professionals to focus on growing their businesses and supporting Ontario’s economy.
• On September 13, 2024, wine standards under the Vintners Quality Alliance (VQA) Act, 1999 were updated to reflect current wine making processes, add a new regional appellation, and amend the list of permitted grape varieties. These changes allow VQA wineries to use more specific origin labelling for certain wines if they choose, support the development of regional specialities within the sparkling category, increase choice among VQA varietal wines as well as expand access to the VQA system for wineries growing cold hardy and sustainable grape varieties.
• On November 6, 2024, the Minister signed a new Electrical Safety Code regulation, which came into effect on May 1, 2025. In Ontario, electrical safety requirements are set out in the Ontario Electrical Safety Code, which consists of the Canadian Electrical Code and Ontario-specific amendments recommended by the Electrical Safety Authority. The Code is generally updated every three years to ensure electrical safety requirements are harmonized with the Canadian Electrical Code and align with the latest advancements in technology to allow businesses to safely implement new technologies in Ontario.
• The ministry worked collaboratively with the Ministry of Infrastructure to support a key government commitment to expand broadband access across the province by the end of 2025. On October 9, 2024, a new Minister’s regulation came into effect that established an exemption to the mandatory use of the dedicated locator model for certain designated broadband projects in Northern Ontario and in municipalities with a population of less than 100,000 people. This regulation is intended to provide flexibility to project owners of designated broadband projects to support timely delivery, while ensuring public safety and supporting the government’s commitment to bring reliable high-speed internet access to every community across the province.
• In December 2024, changes to the Ontario Underground Infrastructure Notification System Act came into effect to provide Ontario One Call with the authority to allow certain underground infrastructure owners or operators to complete their own locates, based on specific factors. These changes make it easier for project owners to utilize the dedicated locator model, particularly in situations where not all underground infrastructure owners agree on a dedicated locator.
• The Archives of Ontario advanced Indigenous reconciliation through several initiatives:
  • Collaborated with the Mushkegowuk Council and other partners to deliver 2024 Treaties Recognition Week programming (November 3-10), sharing access to the Archives’ copy of the James Bay Treaty (Treaty 9) with over 900 participants in Toronto and Timmins.
  • Provided ongoing research support to Indigenous community and partners seeking access to archival records related to former Indian Residential Schools.
• Amended the regulation under the Ministry of Government Services Act to enable ServiceOntario to deliver verification services on behalf of another ministry or agency, and make it simpler for seniors aged 80 and over to safely stay behind the wheel by introducing a more convenient process for renewing their drivers’ licences.
• Worked with the Ministry of Health to amend a regulation under the Vital Statistics Act to expand the scopes of practice for nurse practitioners to allow them to certify deaths in more circumstances, and for registered nurses to allow them to certify a death when the death is expected, improving the end-of-life experience for families after the death of a loved one.
• Worked with the Ministry of the Solicitor General to amend the Change of Name Act to give police services more tools to monitor sex offenders through Christopher's Law (Sex Offender Registry), to make individuals with active reporting requirements ineligible from legally changing their name.

Enabling Digital and Data Infrastructure for Ontarians:

• Expanded Digital Dealership Registration (DDR) to include a suite of new transactions that dealerships asked for, making 86 per cent of transaction types available on the Digital Dealership Registration application including commercial vehicle registration, dealer-to- dealer transfers, and lease buyouts. From 500 dealerships completing 16,000 transactions last year, DDR has grown to over 620 dealerships that completed over 63,000 transactions. Dealers have reported saving 6 hours a month on administrative work and avoiding up to 27 trips per month to ServiceOntario.
• Continued expansion of the Electronic Death Registration (EDR) application which will optimize death registration processing across Ontario. Once EDR is fully expanded provincewide, registration processing time is expected to be reduced from six-eight weeks to less than five business days.
• Launched Automatic Licence Plate Renewal, automatically renewing most licence plates for drivers in good standing (with no outstanding fines or tolls and up-to-date insurance), saving drivers time. Since the launch, over 6 million plates have been automatically renewed, with 88 per cent of all plates being renewed without the requirement for customer intervention.
• Continued the expansion of Ontario’s new modern digital service delivery platform including launching new services like Automatic Licence Plate Renewal, online child health card renewal, and the Ontario Taxpayer Rebate Inquiry Service (OTRIS) as part of the Ontario Taxpayer Rebate Program. ServiceOntario continues to enhance the customer experience for those accessing government services online, while paving the way for expanded online service offerings. This new, secure way to complete government services online allows Ontarians to create an account to support quicker completion of government services, view a history of completed transactions, get notifications through a secure inbox, and manage government documents all in one place. In the last year, the platform has seen explosive growth with 1.1 million user accounts created and over 8.6 million transactions completed.
• ServiceOntario made it faster and easier for couples to obtain a marriage licence through a new online portal that allows licence applications to be submitted and processed electronically. 66 municipalities are using the Marriage Licence Modernization (MLM) application. To date approximately 13,802 online marriage licences have been issued through the new system.
• Expanded a digitally focused Recordkeeping, Access, and Privacy program through issuance of a new corporate policy, ministry maturity assessments, privacy breach management, and supporting guidance.
• Embedded Recordkeeping, Access and Privacy into enterprise functions such as I&IT Governance and Risk Management to help ministries assess data and privacy practices consistently within each ministry.
• Provided financial and leadership support in the establishment and rebuilding of the First Nations Data Table which aims to provide a comprehensive and coordinated approach to First Nations data governance and sovereignty in Ontario.
• Created the Enterprise Data Executive (EDELC), the first OPS cross-government leadership council for data with authority for direction setting for data management and governance across the enterprise, in order to advance strategy, governance, and standards development to better manage data in the OPS and BPS.
• Launched the Ontario Vendor Portal which provides vendors that do business with the Province an option to self-register accounts, update their account details, and submit invoices directly to ministries which reduces administrative burden.
• Enacted the Enhancing Digital Security and Trust Act, 2024, which establishes a foundation to strengthen cyber security in the public sector, provide safeguards for children’s information in schools and children’s aid societies, and build a strong foundation in responsible use of artificial intelligence (AI) by setting a definition of an AI system for the public sector.
• Amended the Freedom of Information and Protection of Privacy Act to modernize privacy protections and improve online customer service delivery by expanding the authority of the Information and Privacy Commissioner of Ontario (IPC) to investigate and respond to privacy breaches and inappropriate use of personal information and mandate organizations to complete privacy impact assessments.
• Introduced two new Standards Council of Canada certified data standards, in partnership with the Ministry of Municipal Affairs and Housing, to address differences across municipalities in planning and development practices and simplify requirements to support accelerating much-needed new housing.
• Introduced the OPS Digital Accessibility Standard to identify, remove, and prevent barriers for people with disabilities (including employees, public partners and stakeholders) when interacting with digital products and digitally-enabled services. The standard is a set of requirements and expectations for designing, developing, and delivering accessible products to support inclusively designed digital services, and was a required deliverable under Ontario’s Multi-Year Accessibility Plan.
• Released the Responsible Use of Artificial Intelligence Directive for all ministries and provincial agencies, setting out the requirements for the transparent, responsible, and accountable use of AI by the Government of Ontario. Over 1,400 ministry staff completed eLearning on generative AI best practices.
• Maintained Ontario’s Open Data Catalogue, which houses thousands of datasets.

Service Delivery Excellence:

• As part of the Land Registry Footprint Project, 18 additional land registry offices were optimized. This space can now be released or enable ServiceOntario to re-imagine the in- person experience in select locations.
• ServiceOntario delivered more than 57.8 million interactions (including referrals, information, and transactions) through its network of centres, online, by phone, and mail.
• As part of the ministry’s ongoing efforts to establish a single window to support businesses, Ontario launched a new permit navigation tool and a user-friendly tracker where businesses can see the status of their permits and licences at any time. The tool started with four permits from the Ministry of Transportation and was expanded in December 2024 to include licencing for temporary help agencies and recruiters.
• As part of continued expansion of services provided on behalf of partner ministries through the One Contact Centre for Ontario initiative, since July 2022, ServiceOntario completed 77 engagements with ministries.
• ServiceOntario has made it easier and more convenient for families and businesses in the community to access the services they depend on:
  • Expanded availability of appointment bookings to 210 ServiceOntario locations including every service centre with more than one wicket. Ontarians booked 802,000 appointments using the new system.
  • Expanded the pilot with Kerry’s Place Autism Services on the Employment Works program to include College Park, Aurora, Brampton, Mississauga, and Whitby service centres.
  • Expanded the Huntsville Mobile Service Delivery Pilot to bring government services directly to a total of 10 small and underserved locations and First Nation communities.
  • Partnered with Service Canada to support Outreach ID Clinics in Cat Lake Mishkeegogamang, Kingfisher Lake, Pikangikum and Fort Hope (Eabametoong) First Nations, providing 780 in-person transactions to support access to government services in isolated Northern communities.
  • Partnered with Ministry of the Solicitor General to conduct a pilot ID Clinic at Monteith Correctional Facility, serving 86 people scheduled for release with Health Card and Vital Events/Birth Certificate services.
  • Expanded specialized health card services to all ServiceOntario centres to provide Ontarians access closer to home and during evenings and weekends. This includes registrations for work permit holders, returning residents to Ontario, and Ontarians experiencing homelessness.
  • Opened three new ServiceOntario service centres in select Staples Canada stores, (bringing the total to nine locations) and launched two new service centres in Walmart Canada, making it easier and more convenient for families and businesses to access vital government services where people live, work, and shop. With extended hours, over 30 per cent of customers served at these locations have visited on evenings and weekends.
  • Renewed ServiceOntario’s partnership with the North Shore Tribal Council ensuring continued service delivery to their First Nations communities and providing continued examples for further partnerships with First Nations.
  • Renewed ServiceOntario’s partnership with the Employment Ontario centre in Eganville with expanded ServiceOntario service offerings, ensuring improved access to government services at the integrated service centre additionally offering literacy and basic skills services.
  • Transitioned the delivery of the Seniors Driver’s Licence Renewal Program from the Ministry of Transportation to ServiceOntario making these services available at 265 ServiceOntario centres for a consistent and enhanced customer user experience for senior drivers. This integrated service delivery in-person and through the contact centre, saves each senior driver approximately 50 minutes per renewal (not including travel time).
• Migrated 178 government applications to more modern authentication services allowing for an improved and consistent user experience for OPS, BPS, and public users.
• ServiceOntario has made it faster and easier for Ontarians to buy and sell homes with Digital Certification. This service eliminated the 15-day wait for mortgage certifications, resulting in over 160,000 instantly certified documents since the launch in June 2024. The next phase coming in May 2025 will include more key document types.
• 90 per cent of ServiceOntario services with a service standard met or exceeded their target. More than 83 per cent of calls to the Contact Centre are answered in two minutes or less, while more than 80 per cent of customers waited less than 20 minutes at service.
• Launched contact centre support for the Community Emergency Preparedness Grant ensuring customers receive timely responses to their inquiries by phone and email.
• In support of consumer protection goals, aided consumers, through offers of voluntary mediation efforts, assisting in resolving eligible complaints, conducting risk-based inspections, and taking appropriate enforcement action. Between January 1 and December 31, 2024, the ministry:
  • received 30,307 consumer complaints, incidents, and inquiries
  • assisted consumers in negotiating $536,332 in resolution amounts
  • saved consumers $92,136 in cancelled/rescinded contracts
  • conducted 478 compliance inspections, focusing on the sectors that posed risks to consumers (based on the call centre’s most frequent interactions) including auto repair, moving and storage, home construction, maintenance, and renovations
  • laid 97 charges under the Consumer Protection Act, 2002 and other enforced legislation
  • obtained 347 convictions resulting in $3,402,000 of fines levied by the courts, $458,627 in court-ordered restitution, with 144 months probation time, and 17 months of prison time
• Continued to provide integrated services and advice to ministries, agencies, the BPS, and the public to ensure that recordkeeping, access to information, and protection of privacy activities are integrated and effective. This includes coordination and management of inquiries from Members of Provincial Parliament, institutions, and municipalities. In addition, this includes public inquiries on access, privacy, and application of legislation, such as the Freedom of Information and Protection of Privacy Act, 1990 and Municipal Freedom of Information and Protection of Privacy Act, 1990.
• Continued cyber security support ministries, broader public sector organizations and municipalities to improve digital resilience through educational materials, awareness activities, cyber threat and intelligence sharing. This included:
  • providing support through the Cyber Security Operations Centre (CSOC), the government’s first line of defense in the protection of information and infrastructure assets of the citizens of Ontario, which supported 24 BPS cyber incident engagements in 2024-25, defended the OPS against 252 million cyber attacks and monitored an estimated 1.3 trillion events this past year
  • supporting the development of the Enhancing Digital Security and Trust Act, 2024, which establishes a foundation to strengthen cyber security in the public sector to enable faster and stronger coordination in responding to and recovering from cyber attacks
  • partnering with peers on sector-specific cyber security operational resiliency programs for Health, K-12, and Children’s Aid Societies
  • growing the Cyber Community of Practice to over 2,200 individuals from 700+ organizations (as of April 9, 2025) that inform and advise the BPS and ministries on cyber security topics
  • adding new learning modules to the Cyber Security Ontario website, an educational program which has been expanded to the broader public sector and municipalities to provide them with foundational cyber security training and resources, including free learning modules, infographics, and a knowledge library
  • conducting 22 table top exercises (TTXs) for over 1,000 participants across the Ontario Public Service and broader public sector to improve organizational incident response plans and improve cyber security preparedness
  • launching the Table Top Exercise (TTX) in a Box self-service, a free and on-demand tool to help OPS and BPS organizations test their cyber incident response readiness through two pre-crafted cyber attack scenarios, designed to heighten cyber threat awareness, pinpoint weaknesses in response plans and help define roles and responsibilities in the event of a cyberattack
  • hosted the 13th annual Ontario Public Service Cyber Security Awareness Month, an internationally recognized campaign to raise awareness about the importance of cyber security and strengthens the digital resiliency of public sector workers, with over 1,800 participants
  • releasing the Ontario Broader Public Sector Cyber Security Strategy Report, a retrospective which highlights initiatives to enhance cyber security resilience across the OPS, municipalities and the BPS
• Strengthening the performance, reliability, and security of the OPS network to support a more mobile workforce, while driving cloud adoption and digital transformation. This includes continuing to refresh networks with advanced technologies, enhancing connectivity speed, reliability, and security at high traffic sites.
• Continued to expand the use of a phone service (soft phones) which allows staff to make and receive calls directly through Microsoft Teams, enabling greater collaboration and flexibility at a lower cost than traditional voice services.
  • March 2025: Achieved cost savings of approximately $2.7 million annually by canceling over 7,900 voice lines.
  • 68 per cent of OPS staff are using modern telephone services including Teams Phone Service or mobility as of fiscal year end.
• Modernizing data centre operations to better align with cloud strategy and support greater cloud adoption in the OPS. Includes the migration of ministry and agency solutions to a single hosting environment—the Guelph Data Centre (GDC)— supplemented by cloud. More than 50 per cent of government applications are now hosted in the cloud. Cloud offers enhanced scalability, security, cost efficiency, and seamless access. This aligns with MPBSDP’s goal to reduce costs and deliver better services.
• Over the past year, the OPS Service Centre managed more than 325,000 contacts across various OPS internal channels, including calls, emails, and live chats.
• The ministry continues to explore the benefits/usage of artificial intelligence (AI) in the OPS, supported by a communication, adoption, and change management strategy. This initiative uses feedback, success stories, and lessons learned to determine how best to enable generative AI tools in the OPS.
• Launched a new Conversational Interactive Voice Response feature which allows Ontarians to “speak freely” with a virtual assistant who can help resolve questions right away, so customers get faster, better service with shorter wait times. 884,821 calls have been received to date with Ontarians spending on average 69.28 seconds to get their answer.
• Provided strategic leadership in modernizing public sector procurement and oversight of the Supply Ontario agency to get the best value for programs Ontarians rely on every day. The Ministry and Supply Ontario continued the implementation of the Building Ontario Businesses Initiative to support Ontario businesses, local economies and strengthen supply chain resiliency by leveraging government procurement spending to level the playing field for Ontario businesses.
• Supported the government in protecting Ontario’s economic development interests in response to U.S. tariffs by participating in the development and implementation of a procurement restriction policy, released on April 4, 2025, that restricts OPS and BPS entities from procuring from U.S. businesses until U.S. tariffs are removed.
• Supported consistent, rigorous, and accurate service measurement of customer satisfaction through collection and reporting practices to identify actionable insights to improve customer service experience, via the completion of a joint review of ServiceOntario’s Customer Service Satisfaction (CSAT) methodology.
• The Archives of Ontario’s education outreach programming reached over 2,160 teachers and students across the province through virtual and in-person sessions, providing tools and resources related to Ontario’s documentary heritage. The Archives also collaborated with the Ministry of Education to develop educational supports aligned with elements of Ontario’s curriculum.
• In August 2024, the Archives of Ontario implemented a triage process for email inquiries, enabling clients to receive immediate answers to frequently asked questions and reducing response times. This improved process has resulted in 19 per cent of Archives’ incoming public correspondence being resolved at the first point of contact; reducing the volume directed to the Tier 2 email queue. This allowed Tier 2 staff to focus on complex archival inquiries that often require in-depth searches and follow-up.
• Partnered with the Ministry of Finance to provide a $200 taxpayer rebate to each eligible adult and $200 for each eligible child under 18. The government began issuing rebate cheques in January 2025, providing $3 billion in support to about 15 million eligible people in Ontario. The Ministry continues to work with its delivery partners to ensure all eligible families receive their taxpayer rebates.
• Supported the Ministry of Finance with the modernization of the Estate Administration Tax. This project aims to enhance the processing of Estate Income Returns (EIRs) and related functions and will benefit clients by enhancing their online experience, provide sustainable support, and improve operational efficiency. Phase 1, which went live on March 3, 2025, resulted in a 56% increase in online submissions. Phase 2 will focus on developing a digital filing submission channel for law firms, further reducing administrative burdens and improving data quality and processing times.

Table 3: Ministry Interim Actual Expenditures 2024-25

*Note: Numbers may not add due to rounding. Staff strength has been updated as of March 31st and does not include the FTEs related to the transfers of the Supply Chain and Information Technology functions. FTE allocations related to these transfers are effective as of April 1, 2025.

KEY PERFORMANCE MEASURES

Ministry results are an aggregation of program area results, some of which are highlighted in the following section:

Policy, Archives and Data

ServiceOntario

Key ServiceOntario service standards measure the percentage of transactions delivered within established timeframes and the effectiveness of service delivery processes, including seven services with money-back guarantees. ServiceOntario met or exceeded most of its service standards in 2024-25. The table below shows the total number of services with a standard and what per cent of those services achieved its target.

Note: Data reported for fiscal year 2024-25. Categories listed in this table include multiple lines of business supported by ServiceOntario.

ServiceOntario – Government Services Experience Division (GSED)

Note: Data reported for the fiscal year 2024-25 for the Government Services Experience Division (GSED). GSED service standards will be incorporated into ServiceOntario starting in the first quarter of the new fiscal year 2025-26.

ServiceOntario offers seven money-back service guarantees: online birth, marriage, and death certificates; premium online birth, marriage, and death certificates; and online personalized licence plate orders.

ServiceOntario’s money-back service guarantees were met on average, 99.4 per cent of the time between April 2022 and March 2025 (refer to Figure 1). The goal for 2025-26 is to maintain a service standard achievement rate above 99 per cent through strict process controls and continuous improvement.

Figure 1: Service Standard Achievement Rate

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Note: Data for money-back guarantees reported in Fig. 1 for fiscal year 2024-25 (March 2025).

Enterprise Information Technology Services Program