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Results: 1 - 15 of 516
View Gordie Hogg Profile
Lib. (BC)
My riding is South Surrey—White Rock. I have to say that at any HUMA meeting.
View Gordie Hogg Profile
Lib. (BC)
Okay. Thank you.
How did you determine the eight call centres you wanted to look at? Can we assume they are statistically significant in the range of the 221 that are out there?
View Gordie Hogg Profile
Lib. (BC)
You noted that none of the four you looked at had done any audits or had any service standards in place. Is that correct?
View Gordie Hogg Profile
Lib. (BC)
I note you also said that without service standards, callers cannot know what level of service they can expect from call centres. I think people do have a sense of what to expect, and they reflect that, I think, to all of us quite accurately and appropriately. The media does have standards. If we're going to look at developing things, obviously we should be going to the recipients of those people who are making the calls, the ones who will be impacted by the policies. Do you have call standards at the Auditor General's? When people call in, what would your standards be? Would they be typical, gold standard or...?
View Gordie Hogg Profile
Lib. (BC)
He's just dialling it. In my office, and I think in most of our offices, we have a mission statement or a statement of standards that we expect from our staff in terms of carrying them out. I think most MPs probably have something like that. Is there something you've learned from your experiences that you would look at in terms of what those standards might be? If we wanted to give the call centres something to start with, this is sort of what we want. I'm assuming that within the culture of what's going on, a lot of the staff are frustrated too. I think they are feeling overwhelmed and frustrated with that, so it's also about the culture of what people are dealing with within the call centres. Is there anywhere in the world that actually has a gold standard in terms of these operational standards that could be put in place? Is there a model that makes those principles or values operational and shows us how we are going to check?
View Gordie Hogg Profile
Lib. (BC)
As a naive person sitting on this committee for the first time, I've been listening to the testimony that there's the emergent need to do something and, at the same time, there's the trust fund issue that is compromising or setting that back.
I don't understand why those two issues are mutually exclusive. I've dealt with a number of issues in the province I come from, British Columbia, where we do put trust funds in place; we do start operationally. I don't understand why you can't start the building with an agreement and then have an agreement that we're going to deal with the trust fund issues afterwards. There seems to be a certain emergent need with respect to the building, and the trust fund—if I'm correctly interpreting what I'm hearing—is something that is delaying that or not making it possible at this point.
I don't understand why there can't be some discussion and negotiation to make those things happen in parallel. I don't see them as mutually exclusive; I've seen organizations, models and governments that have done that. I'm wondering whether that's been explored and there's some possibility of actually recognizing, as you do, the emergent need of this. Somehow it doesn't seem that we should be risking the challenge that comes with delaying any of that further, yet we can't seem to accomplish both of those things at one time.
View Gordie Hogg Profile
Lib. (BC)
Thank you. I'd like to turn the rest of it over to Mr. Bossio.
View Gordie Hogg Profile
Lib. (BC)
Thank you.
I think we're metaphorically working our way across Canada. We started in the Maritimes; we've been to the Prairies and to Quebec, and I'm from British Columbia. We're hitting the bookends with respect to this.
I was very interested in the global concepts of what's happening with media and media coverage, the issues of disinformation or misinformation and the identity-based realities that we're dealing with. That's within the context of state-owned versus public broadcasting, which we constantly hear about in different parts of the media.
Could you talk a little about being founded on the principle of independence and how we combat the type of criticism that we sometimes hear in the marketplace around independence and being state-owned?
View Gordie Hogg Profile
Lib. (BC)
Looking at some of the European and state or publicly owned broadcasters in a number of countries that are not democracies, there's a lot of what we're deeming to be biased information or misinformation. That's the connection.
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