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Modernize Service Delivery

Desired outcome: Our services are easy to access, and service requests are met through each interaction.

Measurement: Improved internal and external experience with respect to service access and service outcome.

Importance

The Region’s External Client Satisfaction Survey results revealed that ease of access to services and service outcomes, regardless of the channel of choice, are now the strongest drivers for overall satisfaction. We focused on strategies where client satisfaction can be meaningfully improved by enhancing the user’s digital access and experience.

Over the last four years, we: