Interventions in Committee
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View Jenny Kwan Profile
View Jenny Kwan Profile
2016-12-13 16:03
In terms of access to information, oftentimes people would phone into the call centre and they would get very generalized information. The automated information is often frustrating for individuals, and often they're actually put on long wait times to talk to a live agent. I've done it myself, and it's an exercise in frustration.
It was interesting, Mr. Jade, that you suggested an approach whereby people can access the information, and you suggested that consultants could access further detailed information or even get into the notes in getting that information. I'm wondering, both of you, whether or not it would be advisable to go to a system almost like the bank or like your income taxes. You file your income tax. In order for you to sign on to get your information, you actually have to have a pass code, and it's only for you, obviously, for security purposes. Would that make sense? Then people could actually get the detailed information, and maybe they'd stop phoning people.
I just want to get your opinion about that. I'll start with Mr. Jade, and I'll come back to you, Ms. Rico.
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