Management response and action plan: Evaluation of the Consumer Services Centre

Management response

Partially agree – In 2024–2025, FCAC will begin to develop a comprehensive training plan and program, but the Agency may or may not leverage existing training used by similar call or contact centres, as this will depend on the content and relevance of their program.

Office of primary interest

 Public Affairs Branch

Planned action(s) 

The development of a training program will be contracted out due to competing priorities and to benefit from external expertise.

1. Review current training approach and resources, and identify gaps, including consulting with other Government of Canada call centres on best practices.
2. Develop vision for training program, including approach and topics to be covered.
3. Develop statement of work and contracting. 
4. Develop training program with consultant.
5. Establish training schedule and implement program.

Key milestone(s) and target dates

1. Q2 2024–2025
2. Q3 2024–2025 
3. Q4 2024–2025
4. Q2 2025–2026
5. Q3 2025–2026

Management response

Partially agree – In 2024–2025, FCAC will begin to update training manuals and templated responses to consumer queries, but the Agency may or may not engage similar contact centres.

Office of primary interest

 Public Affairs Branch

Planned action(s) 

1. Review, identify gaps and update RE03 training manual (prioritized due to new hires).
2. Review, identify gaps and update RE02 training manual.
3. Update most frequently used templated responses (approximately 100).

Key milestone(s) and target dates

1. Q2 2024–2025
2. Q3 2024–2025
3. Q3 2024–2025

Management response

Partially agree – In 2024–2025, FCAC agrees to establish formal meetings between the CSC and operational branches, but the timing may not be monthly.

Office of primary interest

 Office of primary interest:

• Public Affairs Branch

Office of collateral interest: 

• Supervision and Enforcement Branch
• Research, Policy and Education Branch

Planned action(s) 

Establish formal meetings with the branches.

Key milestone(s) and target dates

Q1 2024–2025

Management response

Partially agree – In 2024–2025, FCAC will revise its digital and data strategy to better leverage data to support decision making, including clarifying roles and responsibilities for analyzing CSC data to support Agency outcomes. However, the data analytics function may or may not be located within the CSC.

Office of primary interest

 Corporate Services Branch

Planned action(s) 

1. Draft a new data strategy setting out roles, responsibilities, and key activities for leveraging Agency data, including data collected by CSC. 
2. Review existing data collected by the CSC through calls and correspondence and identify data that is relevant to research and reporting work being done by RADAR and the RPE labs. 
3. Develop and implement a procedure, with PAB endorsement, for sharing data collected by the CSC with those two groups. 

Key milestone(s) and target dates

Q3 2024–2025

Management response

Disagree – A digital and data governance council and a data steward network made up of key internal stakeholders exists at FCAC. Moving forward, and along with the Agency's revised digital and data strategy, these fora will help to clarify roles and responsibilities and take action on priority initiatives, including those related to leveraging data from the CSC to support Agency outcomes.

Office of primary interest

N/A

Planned action(s) 

N/A

Key milestone(s) and target dates

N/A

Management response

Disagree – Information and data sharing processes are documented as part of the data asset inventory, including those that apply to data from the CSC.

Office of primary interest

N/A

Planned action(s) 

N/A

Key milestone(s) and target dates

N/A

Management response

Agree – In 2024–2025, FCAC will facilitate an internal retreat.

Office of primary interest

Public Affairs Branch

Planned action(s) 

Schedule and facilitate an internal retreat with CSC team members and PAB management.

Key milestone(s) and target dates

Q3 2024–2025

Management response

Disagree – Performance Information Profiles (PIP) are developed as part of a Departmental Results Framework (DRF) program inventory. The CSC is not a program in FCAC's DRF. However, the CSC's performance story is currently articulated in the Agency's annual report (in the legislated reporting requirements section on complaints) and in GC Infobase (under Services – Complaints Handling and Enquiry).

Office of primary interest

N/A

Planned action(s) 

N/A

Key milestone(s) and target dates

N/A

Management response

Disagree – Performance Information Profiles (PIP) are developed as part of a Departmental Results Framework (DRF) program inventory. The CSC is not a program in FCAC's DRF. However, the CSC's performance story is currently articulated in the Agency's annual report (in the legislated reporting requirements section on complaints) and in GC Infobase (under Services – Complaints Handling and Enquiry).

Office of primary interest

N/A

Planned action(s) 

N/A

Key milestone(s) and target dates

N/A

Management response

Agree – In 2024–2025, FCAC will begin to review its external content to update and clarify the CSC's scope and role and will leverage external communications to enhance understanding of the CSC's – and FCAC’s – mandate.

Office of primary interest

Public Affairs Branch

Planned action(s) 

1. Leverage external communications and consumer information to raise awareness and understanding of FCAC's role in complaint handling. This includes updating the CSC webpage and consumer information and adding new visuals. 
2. Leverage the External Complaints Body consumer awareness campaign (fall 2024) to inform consumers of the complaint handling process for Federally Regulated Financial Institutions and explain FCAC’s role in complaint handling.

Key milestone(s) and target dates

1. Ongoing with focus fall 2024
2. Ongoing with focus fall 2024

Management response

Partially agree – In 2024–2025, FCAC will develop a plan to regularly measure client satisfaction and determine what tool and indicators are most appropriate. The Agency may or may not use the current survey data as a baseline. The Agency plans to launch the first survey in 2024–2025.

Office of primary interest

Public Affairs Branch

Planned action(s) 

1. Develop a plan to measure client satisfaction and determine the best tool to measure client satisfaction.
2. Launch the first survey.

Key milestone(s) and target dates

1. Q2 2024–2025
2. Q3 2024–2025 

Repeat regularly

Management response

Partially agree – FCAC disagrees with developing a Performance Information Profile (see response to recommendation 8). The Agency agrees with developing and implementing key performance indicators but may or may not implement those suggested in the recommendation. In 2024–2025, the Agency will develop and implement additional key performance indicators and digital initiatives to enable improved monitoring of the CSC's performance metrics.

Office of primary interest

1. Public Affairs Branch
2. Corporate Services Branch

Planned action(s) 

1. Develop key performance indicators. 
2. Implement digital initiatives, such as OmniChannel, to enable improved monitoring of performance metrics for the CSC.

Key milestone(s) and target dates

1. 2024–2025
2. Q4 2024–2025

Management response

Disagree – FCAC has developed a common business glossary to ensure consistent vocabulary for data, and CSC data sets are available to internal stakeholders through enterprise digital and data tools.

Office of primary interest

N/A

Planned action(s) 

N/A

Key milestone(s) and target dates

N/A

Management response

Agree – In 2024–2025, FCAC will conduct a review of the Commissioner's consumer correspondence.

Office of primary interest

• Office of primary interest  – Public Affairs Branch
• Office of collateral interest – Secretariat

Planned action(s) 

Conduct a review of the Commissioner's consumer correspondence and update process based on findings.

Key milestone(s) and target dates

Q2 2024–2025