Service Delivery Hub - Benefits Delivery Modernization – ESDC
Canadians have modern expectations for how they want to interact with us, and by using modern technology, it's our responsibility to meet those expectations.
Employment and Social Development Canada uses modern technology to measure service delivery at their Integrated Service Coordination Centre.
Contributor
Mitch Stenton
Senior Program Advisor
ESDC
Transcript
Our environment is constantly evolving and the onus is on us to keep pace with that change. Canadians have modern expectations for how they want to interact with us, and by using modern technology, it's our responsibility to meet those expectations. So we're making real changes to the way we manage and perform our work to better serve Canadians and better support our employees.
So how do we do that? Well, every journey begins with a first step, and ours is to build the Integrated Service Coordination Centre or the ISCC because I need more acronyms in my life.
So what exactly is the ISCC and why are we building it? Great question. The ISCC is a software based solution which supports a vastly increased operational awareness. Once fully implemented, we'll have a real time view of workload volume, staffing skill sets, and availability across business lines and across regions. It will inform the alignment of work items to the most appropriate staff, will support planning and forecasting, and ultimately better overall decision making.
It will even give us the agility to distribute and redistribute that work in support of everything from the day to day, mass layoffs, or even a pandemic as they may occur.
Currently, as you may know, our regions mainly operate separately and within them, our branches are largely independent as well. But what if those branches could better support each other? What if we could leverage capacity across business lines to balance workloads when volumes are high or shift resources in real time to wherever they're needed most and back again to always ensure the best client outcomes?
Now expand this across the regions, where we could leverage time zones, staffing levels, even differences in workload volumes between urban and rural sites. The result is that Canadians will spend less time waiting and get to a resolution faster, while our people will experience less workload related stress and see more opportunity for skills development and career growth. The ISCC will make that possible. And that's why we're building it, to better serve Canadians and better support our people.
Resources/ Courses
· Discover Series: Discover Data