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

Just Posted

New criminal charge for high-risk sex offender living in Chilliwack

Former mayor and residents wanted James Conway gone from residential neighbourhood two years ago

Chilliwack secondary goes green with new, modern salad bar

Edible Greens offers healthier food options, shorter cafeteria wait times at Chilliwack high school

Four members of Chilliwack Search and Rescue now avalanche ready

During a recent training course on Mt. Seymour small slides were triggered, and skills were tested

Court orders Hope-area First Nation council to accept long-contested memberships

Federal judge rules Peters Band Council acted “irrationally, unreasonably” in rejecting applications

Chilliwack band The Lounge Hounds ready to release rockabilly album

The local rock band is putting the final touches on its first album which will be pressed to vinyl

VIDEO: Feds warned agricultural sector near ‘tipping point’ due to blockades

Canadian Federation of Agriculture points to lack of propane and feed due to Coastal GasLink dispute

Surrey reduces cab business licence fees to match ride-hailing industry

Meantime, Surrey Board of Trade petition asks government to remove ‘archaic’ taxi boundaries

B.C. terminates contract with hospice society refusing assisted death

Delta Hospice Society loses hospital service fund of $1.5 million

Seven arrested at blocked rail line in northern B.C., police say

But a Gitxsan hereditary chief says 14 were arrested, as fight over natural gas pipeline continues

Hospital parking fees needed, but changes to payment system possible, health minister says

B.C. health minister Adrian Dix says hospital parking doesn’t need to be so stressful

Protecting privacy key to stopping spread of COVID-19, B.C. health officials say

The number of coronavirus cases in B.C. remains at seven

Murder suspect arrested after allegedly throwing rocks at cars near Golden Ears Bridge

Ridge Meadows RCMP arrest man with Canada-wide warrant for murder charge out of Edmonton

IHOP to host seventh annual National Pancake Day

IHOP will be offering free short-stack pancakes in support of BC Children’s Hospital on Tuesday

Most Read