BUSINESS DEVELOPMENT BANK OF CANADA

BDC was also required to obtain a return on equity equivalent to the government's cost of funds. Reengineering its products and services BDC launched numerous innovative programs in keeping with its new mandate. It reengineered its products and services to provide global solutions at every step of small business development and began offering venture capital and subordinate financing to young businesses in the knowledge-based industry. These financing solutions now fall under the Investment Group, which succeeded the Venture Capital division. The Management Services Department, now the BDC Consulting Group, also reengineered its integrated solutions to increasingly focus on productivity and innovation. New customer-focused initiatives In 1995, BDC established a mechanism for handling complaints and set up a toll-free customer service line. A brochure, "If you're not happy, we're not happy", was prepared and made available to clients at all BDC offices. To support this initiative, the organization also developed an internal training program. BDC was the first institution to offer term loans to small businesses.

In its first fifty years, FBDB was a remarkable, viable and profitable tool for the development of Canadian small businesses. On July 13, 1995, the Parliament of Canada passed the Business Development Bank of Canada Act, which redefined and updated its structure and mandate. Its role was redefined, as it ceased being a "lender of last resort" and began offering services that were complementary to those available at other financial institutions. BDC was asked to fill gaps in the lending market by focusing on the financial needs of small businesses that were exporting or in the knowledge-based industry, while continuing to support traditional sectors. In addition, BDC's mandate included those areas considered neglected by the private sector (Aboriginals, women and young entrepreneurs).