Service Canada provides Canadians with a single point of access to a wide range of government services and benefits, including pensions, passports, and employment insurance.
Learn about a SAP Analytics Cloud project that used mobile and Internet of Things (IoT) devices to measure citizen satisfaction with their experience at Service Canada locations in Western Canada, many of which are outreach and mobile offices designed to deliver programs and services into remote areas. Experience how Service Canada used SAP Analytics Cloud solution to gain better insights into what citizens wanted from an in-person experience by combining improved client-feedback capture with data analysis of wait times, request volumes, and seasonal trends.
See examples of analytics being used to predict training results so that Service Canada managers can better prepare their front-line staff to consistently deliver high citizen satisfaction even when high volumes of in-person requests are forecast.
Key Business Benefits:
- Greater customer knowledge, which allowed us to find out what where the key items affecting citizen satisfaction with our services
- The ability to determine the difference between when a client was upset with our service or when they were upset with the outcome of their visit
- Determining which services where the most complicated and frustrating for citizens to use