Virtual Service Project
Transcript
MUSIC
Marc Lajeunesse :
Service Canada is committed to providing citizen-centred service that meets the expectations and makes use of new available technology.
The Virtual Service pilot project is therefore designed to improve client service.
It also supports the Department’s Service Strategy and maximizes organizational performance by optimizing the use of our human resources.
This project is designed for clients who come in Service Canada Centers that are extremely busy but who can be served by agents located in less busy Service Canada Centre via webcam and a telephone. This virtual service allows clients to receive excellent service while reducing their wait time.
Jacqueline Gautreau:
Here is the workspace and equipment required to provide virtual service. We will need a computer with a monitor, a webcam, a hand-free telephone, a chair and a table.
All virtual services work station must with the Privacy Act. The security requirements must be met, both from a physical and technological perspective. This means that all USB port will be secured and the computer tower will remain inaccessible to clients.
Here is a demonstration to illustrate a client’s service experience.
Service Canada Agent:
Bonjour / Welcome.
Client :
Hello, I did not receive my Employment Insurance benefits. I have submitted my reports and there is nothing indicated in My Service Canada Account.
Service Canada Agent:
All right, we can help you with that. What is your name?
Client :
Mélissa Beaudry.
Service Canada Agent:
Thank you.
Ms. Beaudry, would you be interested in using our virtual service ? An agent will answer your questions immediately through a remote service and i twill reduce your wait time.
Client :
Yes, I would be very interested. I would prefer not to have to wait. I am fairly busy.
Service Canada Agent:
Al right, si have a seat in the waiting room and I will get back to you shortly.
Client :
Ok, Thank you.
Service Canada Agent:
Thank you.
MUSIC
LINK CONVERSATION:
Service Canada Agent:
Hi, is someone available for an Employment Insurance’s file?
Virtual Service Canada Agent
Yes, I am available.
Service Canada Agent:
I will connect you to the citizen shortly. Thank you.
MUSIC
Service Canada Agent:
All right, we are connected. Perfect! I’ll go get the client.
Ms Beaudry, this is Anna. She will be able to help you.
Anna, I’ll leave you with our client, Ms Beaudry.
Virtual Service Canada Agent
Thanks very much, Alexandre.
Service Canada Agent:
No problem.
Virtual Service Canada Agent
Hello Ms. Beaudry, my name is Anna.
I work at the Service Canada Centre in Maniwaki. How may I help you?
Client :
Wow, it’s as if you were right here in person !
I’m here because I did not receive my Employment Insurance benefits.
CONVERSATION FADES OUT
Marc Lajeunesse :
As you probably realised, in addition to the importance we attach to our agents skills and abilities, technology is key to the success for this type of project. It must be secure, reliable and easy to use.
Jacqueline Gautreau:
For Service Canada, virtual service has many benefits for both the clients and the organization:
Provide timely, high-quality client service;
Improves access to services in both official languages and helps employees to maintain their language skills;
Manages client traffic more effectively by optimizing the use of available resources;
Mazimizes the use if available technology at a lower cost;
Reduces the wait times in busier offices.
Marc Lajeunesse :
Since the implementation of the virtual service project in May 2016, more than 1000 clients have been served virtually with a satisfaction rate of over 98%.
The Virtual Service project is perfectly aligned with the Department’s new Service Strategy and fosters a modern workplace that uses technology effectively to better serve Canadians.