Response to Parliamentary committees and external audits for 2019-20

Shared Services Canada 2019–20 Departmental Results Report

Response to parliamentary committees – Standing Committee on Public Accounts

Report of the Standing Committee on Public Accounts on Report 1, Call Centres, of the 2019 Spring Reports of the Auditor General of Canada

Summary

The committee reviewed the Auditor General of Canada’s observations in relation to contact centre services, standards and modernization as part of the annual fall audit. After receiving action plan updates from Employment and Social Development Canada, Immigration, Refugees and Citizenship Canada, Veterans Affairs Canada, the Treasury Board of Canada Secretariat, and Shared Services Canada, the committee made six recommendations to the departments involved. Shared Services Canada received one recommendation.

Shared Services Canada provided the committee with a progress report on September 6, 2019, on the progress that had been made on the modernization plan for the remaining government contact centres in alignment with Treasury Board of Canada Secretariat’s government-wide approach for client services and business needs.

Response to audits conducted by the Office of the Auditor General of Canada (including audits conducted by the Commissioner of the Environment and Sustainable Development)

Report 1: Call Centres, of the 2019 Spring Reports of the Auditor General of Canada to the Parliament of Canada

Summary

The audit examined whether Employment and Social Development Canada, Immigration, Refugees and Citizenship Canada, and Veterans Affairs Canada provided clients with accessible and timely call centre services, and whether these departments reported on their call centre performance in a way that was relevant to clients, transparent, consistent, and verified to confirm accuracy. The audit also focused on whether the Treasury Board of Canada Secretariat and Shared Services Canada provided a strategy and support to enable these services.

Shared Services Canada received one recommendation in conjunction with the Treasury Board of Canada Secretariat. Shared Services Canada’s response to the recommendation can be found in the list of recommendations in the report.

The Department implemented the recommendation from the Office of the Auditor General in 2019.

Response to audits conducted by the Public Service Commission of Canada or the Office of the Commissioner of Official Languages

There were no audits in 2019–20 requiring a response.