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.

Just Posted

Members of the Sipekne’katik First Nation load lobster traps on the wharf in Saulnierville, N.S., after launching its own self-regulated fishery on Thursday, Sept. 17, 2020. THE CANADIAN PRESS/Andrew Vaughan
Vancouver Island First Nations back Nova Scotia’s Indigenous lobster fishermen

Nuu-chah-nulth Tribal Council calls for action before lives are lost

Sails down, masks up for Ron and Sherry Pryde, who completed a 119 day journey that was supposed to be 70 days. (Zoe Ducklow)
Coast Guard towed rudderless sailors to Port Hardy hours before a powerful storm

Rudderless for a month, the couple zigzagged most the way home with “a few donuts and lazy-eights”

Police in Nanaimo are looking for a woman who allegedly threw hot coffee on a McDonald’s employee. (News Bulletin photo)
UPDATE: Nanaimo RCMP still looking for woman who threw coffee at worker after already receiving refund

Police asking for information in investigation that could lead to assault charges

The Skeena Queen, serving the Swartz Bay-Fulford Harbour route has been out of action since early Wednesday morning, forcing BC Ferries to cancel eight sailings connecting the Saanich Peninsula and Salt Spring Island. It is not clear when service will resume. (Don Descoteau/News Staff)
UPDATED: BC Ferries cancels additional sailings to Salt Spring Island

With repairs to Skeena Queen underway, it is not clear when service will resume

The First Nations language pole project, underway in Port Alberni, has been stalled due to lack of funding. Artist Tim Paul can occasionally be seen working on the project behind a fence at the Maritime Discovery Centre. (JERRY FEVENS PHOTO/ Special to the News)
Port Alberni’s First Nations language pole suffers another setback

First Nations Education Foundation still looking for funding for a final push

Provincial health officer Dr. Bonnie Henry presents modelling of COVID-19 spread in B.C., March 25, 2020. (B.C. government photo)
B.C. sets another COVID-19 record with 203 new cases

up to 1,766 active cases in B.C., two more deaths

BC Greens leader Sonia Furstenau says British Columbians face a choice between “false majority government” and a “more cooperative, collaborative” form of governance during a campaign stop in Saanich North and the Islands Monday (Wolf Depner/News Staff)
BC Greens leader makes pitch for minority government

Sonia Furstenau calls on British Columbians to reject ‘false majority government’

The Saanich Teachers’ Association is calling on the local provincial election candidates from all parties to commit to making schools healthier and safer for all. (Black Press Media file photo)
Saanich teachers call on election candidates for improved health, safety in schools

Increased funding, reduced class sizes among required changes, says association president

Skiers line up to start the Royal LePage Comox Valley Snow to Surf Adventure Relay Race. Photo by Tim Penney
Popular Comox Valley adventure race cancelled for 2021

COVID forces Comox Valley Royal LePage Snow to Surf Adventure Relay Race cancellation again

Chris Istace campaigning in Crofton. (Photo submitted)
Green Party’s Istace apologizes for remark about First Nations gaming grants being a ‘handout’

Island candidate determined to do better in thinking and communicating matters of reconciliation

Rio Tinto Alcan’s aluminum smelter at Kitimat competes against producers in the Middle East and Russia that have no carbon tax. (Rio Tinto)
B.C. carbon tax highest in Canada, export industries unprotected

B.C. NDP, B.C. Liberals say they’re looking at exemptions

(Pixabay)
Vancouver teacher suspended after swearing, touching students and complimenting underwear

McCabe touched students, including rubbing their backs and necks, touching their hair and hugging them

Victoria police ticketed and impounded the vehicles of two drivers after they were caught speeding through a school zone. (Black Press Media file photo)
Two drivers caught doing nearly triple the speed limit in Victoria school zone

Almost $1,000 in fines, vehicle impounded for each motorist

Most Read