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2000 April Report of the Auditor General of Canada

April 2000 Report—Chapter 1

Exhibit 1.7—Accessibility of Telephone Services

Departments and Operations

Calls Unanswered
(Busy and Abandoned)
Percentage

Wait Time in Queue

Target

Actual

Canada Customs and Revenue Agency (Taxation)

 

 

 

(1995-96)

73

180 seconds

111 seconds

(1998-99)

54

50-70 seconds

80 seconds

Citizenship and Immigration Canada—Telecentres

 

 

 

1994-95 1

65

no target

-

(1998-99)

28

20 seconds

50 seconds

Human Resources Development Canada—Employment Insurance Info-Centres

 

 

 

(1995-96)

18

80% within 150 seconds

76%

(1998-99)

14

95% within 150 seconds

72%

Human Resources Development Canada—Income Security Program Call Centres

 

 

 

(1995-96)

47

180 seconds

98 seconds

(1998-99)

10

180 seconds

37 seconds

Industry Canada—Canada-Ontario Business Call Centre

 

 

 

(1995-96)

6

18 seconds

7 seconds

(1998-99)

12

18 seconds

15 seconds

Public Works and Government Services Canada—Reference Canada Telecentre, National Capital Region

 

 

 

(1995-96)

8

not applicable2

not applicable2

(1998-99)

13

 

1 1995-96 data not available.

2 Does not have an automated voice response system.

Source: Departmental records (unaudited)