CIMM – Client Services and Support – May 12, 2022

Key Messages

Supplementary Messages

Budget 2021

Impact of COVID-19

Ministerial Centre for Members of Parliament and Senators

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:
  Funding received
  2018-2019 2019-2020 2020-2021 2021-2022 2022-2023 Forecast (if current trends continue)
Total inquiries 6.5M 5.4M 5.9M 10.8M 8M
Of which: phone 5.5M 4.3M 4.2M 8.6M 6M
Of which: email 747K 997K 1.5M 1.9M 2M
Of which: parliamentarians (MCMPS) 203k 186k 136k 272K 200K
Call answer rate 25 % 44% 40% 22% <25%
Average email processing time 10 days 4 days 9 days 9.4 days --

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