ICYMI - Service Canada told key to improving use, ease of online services is human touch
OTTAWA — An annual review of how well the government interacts with Canadians as they access federal benefits suggests more people would turn to online channels, if there was a human around to help them out.
People applying for government services are often doing so for the first time, and sometimes for something meaningful to their lives, the report said, which means “they have a heightened sense of needing reassurance and feeling confident in the process.” “Canadians want us to deliver service the way they are offered by others, and through more modern and integrated channels,” the report said.
The annual client survey for Service Canada suggested that year-over-year, about 85 per cent of participants were satisfied with the service they received and found it easy and effective to use.
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