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Alex Benay
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Alex Benay
2019-05-30 8:51
Thank you, Mr. Chair, for the invitation to appear before your committee. I'll begin with a few brief remarks and I'll be happy to take any questions you may have.
My name is Alex Benay. l'm the Chief Information Officer of Canada at the Treasury Board of Canada Secretariat.
I am responsible for providing strategic direction and for the implementation of policies relating to service, information management, information technology, security, privacy and access to information across the federal government.
The finding in the Auditor General's most recent report identified opportunities where Treasury Board policy direction can be strengthened to better support improvements to call centres. The Auditor General made several recommendations that will help the Government of Canada fulfill its commitment to improve service delivery to Canadians.
Over the past few years, TBS has developed various policy instruments to help departments take a more client-centric approach to the design and delivery of services, including the development and publication of service standards. While we've made progress, we agree that there is still much work to be done.
l'm glad to say that we have already begun this work. Currently, the Treasury Board Secretariat is reviewing existing policy instruments, with the goal of identifying opportunities to strengthen policies to better support improved services through all service delivery channels, including call centres.
For example, we recently introduced a set of digital standards that will help guide departments and agencies in designing better services for Canadians. One of its key principles is to design and develop services with users in mind and to work with them to understand their needs and the problems we want to solve. While they may be called digital standards, they are, in fact, applicable to all the service delivery channels whether they are offered online, in person or by telephone.
In spring 2018, the government approved targeted amendments to the policy on the management of information technology and the policy on the management of information, setting the foundation for the long-term development of a comprehensive policy on service and digital for the Government of Canada.
This proposed policy will build on the client-centric principles of the current Policy on Service, and provide direction for the design and development of seamless, integrated services that meet the needs and expectations of the Canadian public.
We're also working on enhancing our existing guidance and tools to support the development and publication of clear and consistent client-centric service standards. Both the proposed new policy and its supporting directive and guidance will incorporate changes to ensure that government services have comprehensive and transparent client-centric standards, related targets and performance information for all service delivery channels in use, including call centres.
The Treasury Board Secretariat will continue to work with federal departments and agencies to ensure service standards for call centres are more consistent, meaningful and transparent to Canadians.
In closing, I look forward to your committee's report and recommendations on this important issue.
Thank you for your time, and I'll be happy to answer any questions you may have.
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