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2000 April Report of the Auditor General of Canada
Exhibit 1.7—Accessibility of Telephone Services
|
Departments and Operations |
Calls Unanswered |
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)