CIMM – Client Services and Support – March 3, 2022

Key Messages

Supplementary Messages

Budget 2021

Impact of COVID-19

Supporting Facts and Figures

Client enquiries at the Client Support Centre

Background

Client Support Centre Operations

Table depicting intake volumes at the Client Support Centre
2018-2019 Funding received
2019-2020 2020-2021 2021-2022 to date (Dec 2021) 2021-2022 Forecast
(New forecast from Oct 2021)
2022-2023
Forecast
(if current trends continue)
Total inquiries 6.5M 5.4M 5.9M 6.8M 8M 8M
Of which: phone 5.5M 4.3M 4.2M 5.3M 6M 6M
Of which: email 747K 997K 1.5M 1.3M 2M 2M
Of which: parliamentarians (MCMPS) 203k 186k 136k 176K 200K 200K
Call answer rate 25 % 44% 40% 29% -- --
Average email processing time 10 days 4 days 9 days NA -- --

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