Review of Consumer Contact Centre Activities and Processes (Framework) - March, 2008
Conclusion
Audit and Consulting Services undertook a review of the Consumer Contact Centre framework as described in Section 2 – Review Objectives. The review was conducted in accordance with TBS Policy on Internal Audit Standards for the Government of Canada, which incorporates the Institute of Internal Auditors' Standards for the Professional Practice of Internal Auditing. The work carried out in forming the review conclusions on the consumer contact centre is described in Section 6 – Observations, Assessment and Recommendations.
Key review activities involved a review of the Consumer Contact Centre activities and processes including interviews with those involved in providing Consumer Contact Centre services as well a walkthrough of centre's activities and the capture of consumer contact information.
Review objective: Assess the Consumer Contact Centre services framework with respect to governance & accountability, objective setting, operating environment, risk management, process and control activities, monitoring and reporting, and communications.
Many areas of a comprehensive Consumer Contact Centre framework are in place and appropriate. Based on the previously described review work, we concluded that the Consumer Contact Centre framework is satisfactory1.
Review objective: Identify potential areas for improvement in the Consumer Contact Centre services framework, if any.
Areas of improvement are:
Strengthen the MOU with annexes
The MOU should be strengthened with annexes that specifying requirements in areas such as information and performance standards requirements; management, support and administrative arrangements; introduction of new programs; Inquiries Officers skills, experience and training profiles. The annexes should be confirmed annually to ensure their currency and relevancy.
Monitor the level of oversight and support
With improvements made and underway in the Consumer Contact Centre, management should monitor the time needed to support the Consumer Contact Centre during 2008-09 and going forward.
Updating information and reporting requirements
We support FCAC's review of internal and public information and reporting requirements taking advantage of the enhanced capability of the new Bell ICE system.
Footnote 1 . The definition of Satisfactory is many areas of the Consumer Contact Centre framework are in place and appropriate. Improvements are needed in certain areas.
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