Human Resources committee  Every public-facing employee would receive this training.

Human Resources committee  No, calls are not recorded at this time.

Human Resources committee  It's what we call silent monitoring. Another individual listens in on a call as it is actually happening.

Human Resources committee  Feedback would be provided to the individual to ensure that they understand their role, their functions, and the way they should be engaging. Follow-ups would be done to ensure that there were no further issues.

Human Resources committee  I think there's always a value in refreshing these sorts of things. It's very easy for people to receive the training, but with everything else going on at a given time, you might require a refresh to ensure you're fully focused on all of your functions.

Human Resources committee  It's certainly something that we can take away and look at as part of our larger service excellence program.

Human Resources committee  It's certainly something that we can look at. We'd want to make sure that we were designing it in such a way that it truly facilitated things, because you want to make sure you have that balance between that deep program knowledge and the specific skill set that you're speaking about in terms of dealing with these specific clients.

Human Resources committee  We need to determine some sort of mechanism whereby we can ensure that we effectively manage those interactions and reduce the burden on the clients.

Human Resources committee  When you're in the service industry—

Human Resources committee  —you certainly always hear their feedback, both positive and negative. For me to say that I'd never heard that would....

Human Resources committee  There is training provided around client service and service delivery to all of our staff, regardless of whether they are at call centres in person or are processing staff, to sensitize them to these issues. That said, these are not issues that we frequently have to deal with.

Human Resources committee  I certainly see that there is always an opportunity for us to improve the way that we engage our clients. It's important for us not to have a single brushstroke by which we try to interact with all of them. We need to ensure that our staff are sensitive to the specific needs of our clients.

Human Resources committee  It certainly does form part of the larger work that we are undertaking at Service Canada as it relates to modernizing the way we deliver services and moving away from a siloed service delivery model, program by program, to a more coordinated or one-stop-shop approach, as you have suggested.