Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 16:33
Our role, Madam Vice-Chair, is to oversee the client experience. Often we find it's quite difficult talking about client service because we end up talking about service delivery and not necessarily the experience at the end of the day for the client. Our role is relatively new within the department. It is a year old at this point. We really have spent, as I've described, the last year focusing on trying to unlock new ways of learning from clients directly, insights that will lead us in the right direction as to where we should best make our investments to improve that experience.
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