Beyond 2020: Canadian Forces Recruitment Group Modernization

December 3, 2021 - Defence Stories

COVID-19 has challenged most organizations to rapidly adapt to the digital needs of a new work environment. Under these conditions, the Canadian Forces Recruitment Group (CFRG) was forced to innovate on the fly and produce digital enabler tools to help streamline operations during the COVID-19 Pandemic. 

You can find examples of the group’s innovations below:

1.  Digital Recruiting Environment

The Digital recruiting environment now consists of integrated social media platforms, an increasingly interactive Forces.ca website, and the Recruiting Event Management Systems (REMS) that allows users to search, register and access virtual events.

Continuous improvement to customer service is realized with an information hub “Help Centre” consisting of a chat bot, for automated quick responses, and a scheduler function to enable users to self-book a one-on-one virtual appointment with a recruiter at a time of their convenience. 

2.   Testing Enhancements

Testing is a key component of the CFRG’s selection process, which includes the Canadian Forces Aptitude Test (CFAT) and the Trait Self-Descriptive Personality Inventory (TSD-PI). In order to enhance the testing process, a new digital testing platform, the Canadian Armed Forces Integrated Testing System (CAFITS), was developed. Following beta testing, the CAFITS has been successfully installed at 22 of the 26 recruitment detachments.

3.   Virtual Interview Implementation

With the onset of the pandemic and the restrictive ability to provide services to applicants in person, CFRG had to change how it communicated with them. By pivoting to virtual delivery, using the Defence Office 365 Teams platform, they were able to continue with selection interviews, enrollments and offer counseling.

While CFRG is focusing its efforts on digitization of the recruiting process, it will be looking to implement similar enhancements to their procedures. The goal is to further reduce processing times, elevate the overall customer service experience and implement a responsive and robust performance measurement and analytics framework.

Beyond 2020 is leading a growing spirit of innovation and collaboration across the Public Service to meet the changing expectations of Canadians. The desired outcome is a Public Service that is more agile, more inclusive, and better equipped.