Rodger Cuzner on Questions Passed as Orders for Returns

With respect to Canada Pension Plan (CPP) and Old Age Security (OAS) call centres: (a) for CPP/OAS Call Centre Access I calls, what is (i) the service level standard, (ii) the corresponding results achieved, broken down by CPP/OAS call centre, for the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (b) for CPP/OAS Call Centre Access II calls, what is (i) the service level standard, (ii) the corresponding results achieved, broken down by CPP/OAS call centre, for the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (c) if the National Service Level standard for Access II calls at CPP/OAS call centres changed in the last six years, what was the reasoning for the change; (d) what has been the CPP/OAS Call Centre agent Occupancy target and result, broken down by CPP/OAS call centre, for the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (e) for CPP/OAS Call Centre High Volume Messages (i) what is the service level standard, (ii) what are the corresponding results achieved, broken down by CPP/OAS call centre, for the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (f) what was (i) the total number of calls received by CPP/OAS call centres, (ii) the total number of CPP/OAS Call Centre Interactive Voice Response (IVR) Busy calls, broken down by CPP/OAS call centre, for the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (g) have the service level standards for CPP/OAS call centre call-backs changed in the last six years, and, if so, (i) when, (ii) why; (h) what was the total number of CPP/OAS call centre staff, nationally and in each province, in the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; (i) what was the staff turnover at CPP/OAS call centres, broken down by province, in the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date; and (j) what was the total cost associated with training new CPP/OAS call centre workers, broken down by province, in the fiscal years 2006-2007, 2007-2008, 2008-2009, 2009-2010, 2010-2011, and 2011 to date?