Enhanced support for employees experiencing pay issues
GATINEAU, QC, May 18, 2018 /CNW/ - The Government of Canada is committed to resolving public service pay issues as quickly as possible and supporting employees.
Today, Steven MacKinnon, Parliamentary Secretary to the Minister of Public Services and Procurement, announced improvements to support services offered to federal employees experiencing pay issues. The announcement was made with Greg Fergus, Member of Parliament for Hull–Aylmer, during a visit to the Client Contact Centre in the National Capital Region.
In contrast to the approach undertaken when the Client Contact Centre opened in July 2016, where agents had limited information to respond to employee questions, Client Contact Centre employees now have access to a variety of tools so that they can provide more real-time, accurate information to employees about their pay files and answer more questions.
The Government of Canada is working hard to resolve pay issues. The improvements made to the Client Contact Centre, along with the implementation of Pay Pods and the launch of the employee awareness campaign, are other concrete examples of initiatives in place to better support federal employees.
Quotes
"Employees experiencing pay issues deserve to speak with someone who can help them during frustrating and stressful situations. With the improvements made to the Client Contact Centre, employees have access to knowledgeable agents who can provide answers to their questions. My priority is supporting our employees and ensuring that they are paid accurately and in a timely manner."
The Honourable Carla Qualtrough
Minister of Public Services and Procurement
"Thanks to a strong ongoing training program and access to pay systems, Client Contact Centre employees are now better equipped and able to do more for their fellow public servant colleagues. This announcement is an example of ongoing collaboration with unions and is another step in the right direction to resolving pay issues and stabilizing the pay system."
Steven MacKinnon
Parliamentary Secretary to the Minister of Public Services and Procurement
Quick facts
- In April 2018, the Client Contact Centre answered a daily average of 1,600 calls, with an average wait time of 44 seconds per call, and met service standards to answer a call within 3 minutes.
- Since the new approach was put in place in October 2017, more than 35,000 feedback surveys have been completed. Overall results show that satisfaction increased from 73% to 83% within the last 6 months.
- Approximately 200 federal employees work at the Client Contact Centre.
Related products
Backgrounder: Client Contact Centre; improved services
Infographic: Client Contact Centre; New and enhanced support for employees
Related links
Pay for the public service
Pay Bulletin
Phoenix pay system issues
Follow us on Twitter
Follow us on Facebook
SOURCE Public Services and Procurement Canada
Ashley Michnowski, Press Secretary, Office of the Honourable Carla Qualtrough, 819-997-5421; Media Relations, Public Services and Procurement Canada, 819-420-5501, [email protected]
Share this article