Thank you.
Quality assurance for us is really about continuous service improvement and about always making sure that we're responding to citizen needs and expectations. One of the key ways we do that is through feedback. This actually was acknowledged in the Auditor General's report last year. We have a number of feedback mechanisms--it's really quite rich--and I will name a few of the key ones.
In every Service Canada office we have client comment cards, and we pay very close attention to them when people take the time to write down their comments. We take them into consideration. We also have “Your Comments Matter!” online; we get a lot of feedback there. We have the 1-800-O-Canada number, and also the office for client satisfaction, which takes client comments into consideration.
Really importantly, I think that our mystery shopper research and our client satisfaction surveys are also key, being among the more quantitative measures that we use to monitor how we're doing and how we're meeting client expectations.
One of the key recommendations or outcomes of the Auditor General's report was to consider comments from employees. We've just launched a process called the voice of the employee, using social media and some internal online methods to efficiently gather the collective experiences of our employees to improve service.
Thank you.