Performance

2021-2025 strategic plan

The SAAQ’s 2021-2025 strategic plan offers its entire team and all its partners an ambitious yet realistic challenge for the next five years. It is intended to get the SAAQ to where it wants to be in 2025.

The SAAQ’s strategic planning process is based on best practices. The senior executives and Management Committee consulted executives, and the Board of Directors was involved in the process from start to approval. The SAAQ also consulted its partners.

“By drawing on its mission, its strongly rooted culture and a sound foundation built over the years, the SAAQ will be able to meet the challenges that await over the coming years.” 

The 2021-2025 strategic plan focuses on three key concerns:

  • road safety
  • customer experience
  • employee experience

Expected Outcomes

Through its goodwill, innovation, and performance, the SAAQ will be recognized by its clients for the excellence of the services it offers and for taking the safety of all road users to heart.

With an improved road safety record:

  • 3.5 fatalities per 100,000 inhabitants
  • 14.2 seriously injured victims per 100,000 inhabitants
  • 252.8 victims with bodily injuries per 100,000 inhabitants
  • Compliance rates of 90% with respect to the transportation of passengers and 76% with respect to the transportation of goods
  • 91% of partners recommending the SAAQ as a partner of influence

An enhanced customer experience for your satisfaction:

  • Customer satisfaction rate of 9/10, whether overall or regarding the support provided or the simplicity of communications
  • Modernization of our client services:
  • average automobile insurance contribution remaining the lowest in Canada
  • administrative fees charged for driver licensing and vehicle registration still fixed at $4.75 (excluding the indexation rate)
  • Addition of new online services
  • 58% rate of use for online services

An employee experience recognized by the SAAQ’s teams:

  • 85% of employees consider the SAAQ to be an employer of choice
  • 81% team mobilization

Last update: October 21, 2021