Government of Canada announces improved measures at Client Contact Centre
News release
Enhanced support for employees experiencing pay issues
May 18, 2018 - Gatineau, Quebec - Public Services and Procurement Canada
The Government of Canada is committed to resolving public service pay issues as quickly as possible and supporting employees.
Today, Steven MacKinnon, Parliamentary Secretary to the Minister of Public Services and Procurement, announced improvements to support services offered to federal employees experiencing pay issues. The announcement was made with Greg Fergus, Member of Parliament for Hull–Aylmer, during a visit to the Client Contact Centre in the National Capital Region.
In contrast to the approach undertaken when the Client Contact Centre opened in July 2016, where agents had limited information to respond to employee questions, Client Contact Centre employees now have access to a variety of tools so that they can provide more real-time, accurate information to employees about their pay files and answer more questions.
The Government of Canada is working hard to resolve pay issues. The improvements made to the Client Contact Centre, along with the implementation of Pay Pods and the launch of the employee awareness campaign, are other concrete examples of initiatives in place to better support federal employees.
Quotes
“Employees experiencing pay issues deserve to speak with someone who can help them during frustrating and stressful situations. With the improvements made to the Client Contact Centre, employees have access to knowledgeable agents who can provide answers to their questions. My priority is supporting our employees and ensuring that they are paid accurately and in a timely manner.”
The Honourable Carla Qualtrough
Minister of Public Services and Procurement
“Thanks to a strong ongoing training program and access to pay systems, Client Contact Centre employees are now better equipped and able to do more for their fellow public servant colleagues. This announcement is an example of ongoing collaboration with unions and is another step in the right direction to resolving pay issues and stabilizing the pay system.”
Steven MacKinnon
Parliamentary Secretary to the Minister of Public Services and Procurement
Quick facts
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In April 2018, the Client Contact Centre answered a daily average of 1,600 calls, with an average wait time of 44 seconds per call, and met service standards to answer a call within 3 minutes.
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Since the new approach was put in place in October 2017, more than 35,000 feedback surveys have been completed. Overall results show that satisfaction increased from 73% to 83% within the last 6 months.
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Approximately 200 federal employees work at the Client Contact Centre.
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Contacts
Ashley Michnowski
Press Secretary
Office of the Honourable Carla Qualtrough
819-997-5421
Media Relations
Public Services and Procurement Canada
819-420-5501
media@tpsgc-pwgsc.gc.ca
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Backgrounder
Client Contact Centre: New and enhanced support to employees facing pay issues
As part of the suite of measures introduced to address pay issues, support employees and provide better client service, Public Services and Procurement Canada has made improvements to the Client Contact Centre.
Call centre agents now have access to Phoenix and other tools so that they can provide employees with real-time details about their pay files. About 200 public servants are now available to respond to employees’ pay-related inquiries.
Client Contact Centre employees received training focused on compensation, systems and client service, so they are better equipped to respond to employee inquiries. Callers receive relevant information to answer their pay questions or have simple pay inquiries resolved quickly and effectively.
The Compensation Web Applications Help Desk has also recently joined the Client Contact Centre, providing employees with one point of contact for pay-related and technical issues.
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