Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 16:42
Yes, Madam Vice-Chair, that process is there because a decision was made at one point that in order to deal with a very, very high volume of calls and our desire to help those clients who were really in a difficult situation and had applications that were beyond processing times and needed the attention of agents, we would try to use our website to provide those clients who were looking for standard case status information the ability to do that via the web.
What we have found though, and certainly the work that we did on the design challenge this year has led us to insights in this manner and to change our approach completely with those clients, was that it wasn't at all helpful for them to go to the web to get that information. In fact, they were calling us back again and again. So, we were speaking with a client three or four times instead of investing that extra minute the first time to really give them the assurance and the information that they were looking for. So—
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