Response to parliamentary committees and external audits

Response to parliamentary committees

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

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.

As per the committee’s recommendation to Shared Services Canada, the department 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. Further progress was outlined in the Government Response to the Committee’s report, tabled in the House of Commons by the Minister of Digital Government on behalf of all impacted Departments on June 17, 2021.

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)

There were no audits in 2021-22 requiring a response.

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

 The Public Service Commission completed the Horizontal Audit of Student Hiring Under the Federal Student Work Experience Program. The audit looked at the performance of the staffing system with respect to student hiring under the program and sought to identify areas for improvement. While Shared Services Canada (SSC) was not mentioned by name, the Department was one of the organizations included in the audit.

There were no recommendations for SSC.

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