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

Vernon’s Davison Orchards says it is closing its pumpkin patch for the rest of the season after receiving notice from Interior Health that U-Pick Fields are classified as an Event. Pumpkins are still for sale at the orchard’s market. (Facebook photo)
Vernon orchard closes pumpkin field after IH notice

Interior Health tells Davison Orchards U-pick fields are an ‘event;’ pumpkins now sold at market

Advance polling closes today at 8 p.m. in Vernon. Pictured: Schubert Centre. (Jennifer Smith - Vernon Morning Star)
B.C. VOTES 2020: Last day to cast early vote in Vernon

More than 15 per cent of eligible Vernon voters cast ballot in advance polling

RCMP stock photo (Black Press)
Kelowna RCMP investigating unexplained death of cattle

Cattle found dead near gravel road, east of the Kelowna Airport

Vernon Fire Rescue Services work to put out a structure fire in an abandoned house on Highway 97 and 39th Avenue Wednesday, Oct. 21, 2020. (Caitlin Clow - Vernon Morning Star)
UPDATE: Vernon house fire under control

Single-lane traffic remains in effect on Highway 97 in both directions

North Okanagan Skin and Laser has adapted to COVID-19 by adding an e-store to its website and switching to paperless operations. (Morning Star photo)
Vernon medical spa draws positives from pandemic

North Okanagan Skin and Laser launches e-store, switches to paperless operations

FILE – People wait in line at a COVID-19 testing facility in Burnaby, B.C., on Thursday, August 13, 2020. THE CANADIAN PRESS/Darryl Dyck
167 new COVID-19 cases, 1 death recorded as B.C. enters 2nd wave

Three new healthcare outbreaks also announced

Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

The Community Foundation of the South Okanagan Similkameen is launching an initiative to provide horse-assisted therapy to frontline workers during the COVID-19 pandemic (Black Press file photo)
Community Foundation of South Okanagan Similkameen to provide horse-assisted therapy

Therapy sessions will be offered to frontline workers during ongoing COVID-19 pandemic

Brody Peterson said he intends to dispute tickets issued by Grand Forks RCMP at his backyard “house warming” Saturday, Oct. 10. Photo: Laurie Tritschler
Brody Peterson told The Gazette he intends to dispute tickets issued by Grand Forks RCMP at his backyard “house warming” Saturday, Oct. 10. Photo: Laurie Tritschler
‘This is a big outdoor space’: Grand Forks man behind backyard party to fight COVID tickets

Homeowner Brody Peterson said he’ll dispute tickets for refusing police instructions, alleged COVID violations

Paul Singla walks towards his Penticton home on Heather Road in 2018 after CBSA officers raided it. (File photo)
Singla and Toor make first court appearances on immigration fraud

The Okanagan men had their cases adjourned until 2021

A glimpse of some of the 480 (approx) cars written off as a result of the acid spills along the Trail highway in 2018. Photo: Trail Times
Kootenay Ford dealer’s frustration grows with ICBC

Trail AM Ford owner Dan Ashman says he just wants fair compensation from ICBC

Mail-in ballot from Elections BC (Katya Slepian/Black Press Media)
At least 26% of eligible voters have already cast their ballot, Elections BC says

Voters can cast a ballot until 8 p.m PST on Election Day

A 2018 decision to fly a rainbow flag ended up costing the City of Langley $62,000 in legal fees (Langley Advance Times file)
Human rights win in rainbow flag fight cost B.C. city $62,000

“Lengthy and involved” process provoked by complaint

Prime Minister Justin Trudeau is seen during a news conference Tuesday October 20, 2020 in Ottawa. THE CANADIAN PRESS/Adrian Wyld
Trudeau and his family decide against trick-or-treating this year due to COVID

Adhering to local health authorities, Trudeau urges Canadians to do their part in following those guidelines

Most Read