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

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

The Rollin Art Centre’s Mistletoe Market begins on Dec. 1. (SUBMITTED PHOTO)
ARTS AROUND: Rollin Art Centre prepares for Mistletoe Market

Artisans and crafters are still needed for annual Christmas craft fair

‘Homelessness’ means many things to people with no permanent place to sleep. For some, the challenge to find safe shelter is greater than for others. (SUSAN QUINN/ Alberni Valley News)
Port Alberni mother battles to find housing for her son

Mary Elles fears her son will die on the street before he will find safe housing

Andy Richards of Dog Mountain Brewing demonstrates their new canning machine. (FACEBOOK PHOTO)
BIZ BEAT: Local businesses need support during holidays

Bosley’s helping pets out during holiday season

Captain Michael Ramsay of the Salvation Army is ready for the annual Christmas Kettle Campaign in the Alberni Valley. (ELENA RARDON / ALBERNI VALLEY NEWS)
COVID-19 can’t stop Salvation Army’s kettle campaign

Innovation drives annual fundraising campaign for 2020

Port Alberni court house (Alberni Valley News)
Alberni man gets four years for multiple sex assault charges

Colin Robert Hall was found guilty in the Port Alberni Law Courts

Provincial health officer Dr. Bonnie Henry updates B.C.’s COVID-19 situation at the B.C. legislature, Nov. 23, 2020. (B.C. government)
B.C. daily COVID-19 cases hits record 941 on Tuesday

Further restrictions on indoor exercise take effect

Barrels pictured outside Oliver winery, Quinta Ferreira, in May. (Phil McLachlan - Black Press Media)
B.C. Master of Wine reflects on industry’s teetering economic state

Pandemic, for some wine makers, has been a blessing in disguise. For others, not so much.

Bob Higgins pulls the gate across on the elevator built inside his home. (Photo by Don Bodger)
Island man’s expertise earns international award with home-built elevator

Experience put to use in winning contest entry for furniture and home projects

A fentanyl test strip is used at Vancouver Coastal Health in Vancouver, Tuesday, January, 21, 2020. The test strips will be made available to drug users to ensure that their drugs are safe and free of Fentanyl. THE CANADIAN PRESS/Jonathan Hayward
Drug overdoses lead to 5 deaths each day in October; drug toxicity continues to increase

COVID-19 crisis continues to exacerbate the overdose crisis

Join Black Press Media and Do Some Good
Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

An employee of the Adventure Hotel was taken to hospital on Nov. 20 after she confronted a customer of Empire Coffee about not wearing a mask. File photo.
Nelson hotel employee suffers heart attack after being assaulted in anti-mask incident

An accountant at the Adventure Hotel is in hospital in Kelowna

Damien Smith, with father Thomas Smith, is “frozen” with joy as he watches a special message Deadpool star Ryan Reynolds recorded for Damien’s 9th birthday on Tuesday, Nov. 24, 2020. (Contributed)
Shuswap boy celebrates 9th birthday with family, community and Ryan Reynolds

People from around the world send birthday cards showing young Canoe resident he’s not alone

The Trenton Golden Hawks are changing their name and uniform for one game on Nov. 27 as they become the Trenton Snowbirds for one game to honour Capt. Jennifer Casey. Twitter photo
Hockey team honouring fallen Snowbird with Island connection

The Trenton Golden Hawks will become the Trenton Snowbirds for one game

Most Read