No-Service Canada

No-Service Canada

A few years ago, after moving to the province of New Brunswick, I became familiar with Service New Brunswick. This was an ingenious invention of the provincial government to consolidate all provincial departments into one department of multi-skilled, trained agents who could handle any customer service needs at one location. This meant one visit to one place to get my drivers license and health card, for example, replaced. During that visit I was photographed for the new identification cards and left the building with these new plastic additions in my wallet. One visit, one location. It was fast, simple and efficient and a big improvement over the previous multi-location visits required in the past.

The fact that this approach saved money and increased customer satisfaction did not escape the notice of other cities, other larger provinces and eventually the Canadian Government itself. When I moved to Ottawa, I was pleasantly surprised to find Service Ottawa, Service Ontario and Service Canada offices. Of the three, Service Canada, initially one of the best, is today officially the worst.

Service Canada which was first setup religiously following the New Brunswick example, has seen its staff decimated since Harper took power. Long lineups and wait times have returned and increased complaints from those in line are apparent on my every visit. Thank you, Steven Harper, for making dealing with the federal government more unpleasant than it ever has been in the past. Let me give a few examples.

This year, shortly after I retired, I visited the downtown Service Canada office, which is in Ottawa City Hall and is located at the back of the same large space shared with Service Ontario on the left and Service Ottawa on the right. Both of these latter organizations still follow the Service New Brunswick model with numbered multiple counter stations where you go to speak to an agent when your ticket number is directed there. The service provided by both of these organizations is quick, efficient and painless.

The Service Canada counter at the back had a similar system - but no more.

On that day, I found a single desk (yes, a sit-down desk) had replaced the multiple service counters, which had dropped to two on my last visit. This time I had to take a number before approaching the desk and could then only do so when my number was called. At the standard office desk I spoke to a seated agent while I stood hovering on the other side of her desk to inquire about my pension benefits. The agent advised me I could get all my answers by calling different phone numbers. I asked if I could speak to an agent - no, I had to phone these 1-800 numbers where I would get all the answers to my questions. She dismissed me by handing me a few forms and then called the next number. The visit and patiently waiting had been for nothing.

Last week I decided to change banks and went back to Service Canada to update my  information for auto-deposit of my government pension cheques, but this time I chose the Westboro location which was closer to my home. This was a Service Canada only location, but the long lineup leading to a single office desk with a seated agent behind was very familiar. Still, I was there and determined to get this done, so I waited patiently behind people making passport inquiries, baby bonus applications, etc.

When my turn came, I approached the agent and explained my purpose. The reply came back in a strong Slavic accent, and I could not escape the feeling I was being suspiciously interrogated before being admitted to the inner sanctum of some Cold War Soviet Embassy.

"I would like to update my banking information for my CPP (Canada Pension Plan) and OAS (Old Age Supplement)," I began, after providing my name and social insurance number.

"You can do that on the phone," came the reply.

"I would prefer to do it in person," I rejoined.

"All these changes are done on the phone now." At this point the expression on the agent's face appeared to me to be one of mild irritation, combined with slight amusement.

"Do you mean I can't make the changes here today?" I asked.

"You can make the changes on the phone," she repeated adding "I'll give you the 1-800 number."

Having noted she was probably trained at the Steven Harper School for Evasive Answers, I pressed the issue, "You mean I CAN'T make the changes here today?"

"You're insisting on making the changes here?"

"Yes, I'm here now and I want to make the changes."

"The wait time is over an hour."

"That's fine. I'll wait. Since I'm here I want to complete the changes now."

"I'll put down that you declined to do them on the phone and insisted on doing them in person. The wait will be at least an hour. We are short-staffed today." Yeah, today and every other day I said to myself. "Please have a seat until I call your name.

I sat at one of the many empty computer desks provided for the public and explored the various menus of government jobs, government benefits, etc. NOT FIVE MINUTES HAD PASSED when I heard my name called. It was the same agent I had dealt with at the "reception desk". She led me into the offices in the back and then sat at the desk in that office and proceeded to complete my request. Five minutes later, it was done and I left the office.

Here's the time tally:
- 29 minutes: waiting in line to be served
- 14 minutes: arguing with the agent that I wanted to be served today, in person and not on the phone
- 5 minutes: waiting for the agent who would complete my request
- 5 minutes: completing request, with the same agent from the reception desk

It is astonishing to me that an organization that calls itself SERVICE Canada is more attuned to NOT providing any service, but instead is geared to passing the buck. I hate calling 1-800 numbers, waiting in a queue, listening to elevator music and "your business is important to us" messages. I prefer face-to-face interactions and said so to this agent. She implied that in the future that may not be an option and only phone service would be available.

Really? Is that what we've come to? Even the Canadian government is going to outsource their Customer Service to Bangladesh and the Philippines?

In this case, the agent appeared to have tried to pass this 5-minute task off because it was one that SHE HAD TO DO HERSELF. Is this the new paradigm for Canadian civil servants? They show up for work, but then spend their days avoiding any work by passing it off to someone else. Does that sound familiar?

Welcome to the Soviet Canada.