A person works on a laptop in North Andover, Mass., June 19, 2017 file photo. An annual review of how well the government interacts with Canadians applying or managing federal benefits suggests more people would turn to online channels, but only if there was a human around to help them out. THE CANADIAN PRESS/AP/Elise Amendola

Service Canada told key to improving use, ease of online services is human touch

The Service Canada review noted barriers to applying online for benefits are ‘psychological and emotional’

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.

The report found that nearly half of people who could use online services would be convinced to make the switch, if they had help by phone, an online chat or a video link.

The Service Canada review noted barriers to applying online for benefits are “psychological and emotional.”

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.”

As is, the report found, many trek to a Service Canada office because they had more confidence that their application or issue would be resolved quickly and easily.

The report, which cost just under $250,000 and was delivered earlier this year, was made public this month.

Canada Revenue Agency, in a separate review of its services, heard something similar.

The agency’s report, also released this month, spoke about the need for its workers to show “more empathy and understanding,” and avoid making interactions feel “transactional.”

The report also said that the CRA website needs to have more plain wording and less technical lingo.

Participants told agency researchers they wanted to see an expansion of online services, such as notifications about important dates and more ability to track documents provided to the CRA.

The CRA review also suggested more online chats and setting times to talk with a CRA official on the phone would make services more flexible.

“Canadians want us to deliver service the way they are offered by others, and through more modern and integrated channels,” the report said.

“They said that it is important to avoid ‘one size fits all’ solutions and offer services in different ways.”

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.

Satisfaction rates with online services remained lower than in-person centres, and didn’t change between the fiscal year that closed in March 2018 and the ensuing 12-month period.

The report suggested that improving satisfaction rates would require setting better expectations about wait times, being more courteous when explaining denials, and improving online functionality.

Officials have been working for years on simplifying and expanding online services, but antiquated equipment as well as complicated rules for procurement and data use have slowed down the pace of change.

ALSO READ: CRA wins appeal against B.C. couple who alleged ‘malicious’ tax evasion probe

Jordan Press, The Canadian Press


Like us on Facebook and follow us on Twitter.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Comments are closed

Just Posted

Ride for cancer in Langley will take place Sunday, despite COVID-19

Annual fundraiser will be ‘really different,’ but classic cars are expected, organizer promises

Foundation seeks to bring ‘meaningful’ art to Hammond

Asking Maple Ridge residents for suggestions on design and theme for two large community murals

Pitt Meadows one step closer to developing North Lougheed Study Area

City council endorsed the revised NLSA land use plan on Tuesday, July 7

VIDEO: Plane that reportedly crashed into Fraser River was from Delta flight school, Transportation Safety Board confirms

Cessna was flying over the river near Maple Ridge and Langley when it disappeared from radar

The pandemic is widening Canada’s workplace gender gap

Gender pay gap is incentivizing fathers to work while mothers watch children, a new B.C. study has found

Investigation clears RCMP in incident where man fell from Langley overpass

‘Officers acted commendably and placed themselves at risk’ police watchdog report finds

Ex-Okanagan Mountie forfeits 20 days’ pay after sexual misconduct review

A former Vernon RCMP constable made sexual comments, grabbed genitals of male officer in two incidents 10 years ago

Rural Chilliwack residents asked to stay indoors, lock doors amid heavy police presence

Heavy police presence in rural Chilliwack neighbourhood as RCMP contend with ‘serious situation’

Councillor Doug Elford Surrey’s acting mayor during McCallum’s “health concern” absence

Mayor issued a statement Tuesday night saying he’ll be back on the job by Monday

Man found dead on Okanagan trail identified as Hollywood actor

GoFundMe campaign launched for man found dead at summit of Spion Kop

3 people dead in Prince George motel fire

Fire personnel believe the blaze was suspicious although investigation in early stages

B.C. sets terms to review police, mental health, race relations

MLAs to recommend Police Act changes by May 2021

Most Read