The Modernisation of the House of Commons of Canada: Towards a Seamless Service Experience
About the House of Commons of Canada | Written on September, 2023
Introduction
The House of Commons of Canada, a pivotal institution in the country's legislative framework, has recently embarked on a journey of modernisation. With a strategic plan set for 2023 to 2026, the focus has shifted to providing a seamless, client-centric, integrated, and accessible service experience. This article delves into the various dimensions of this modernisation effort, shedding light on both its challenges and the innovative solutions employed.
The Need for Modernisation
The House of Commons, backed by a robust organisational structure, recognised the need for change, primarily driven by the changing expectations of its clients: members of parliament, their staff, and service providers. Historically, simple requests, such as changing a light bulb or fixing a keyboard, were managed effortlessly. However, complexities arose when the needs were multifaceted. Hiring an individual, for instance, involved multiple systems, people, and procedures. This fragmentation often led to inefficiencies, mistakes, and most notably, dissatisfaction among clients.
The Client Engagement Hub: A Game Changer
To address these challenges, the House introduced the Client Engagement Hub. This hub serves as a unified information and transaction portal, cataloguing all services and ensuring that tasks and activities for service delivery are seamlessly tracked. The essence of this hub is its ability to abstract and harmonise the multiple systems at play, offering clients a unified and efficient service experience.
For instance, the hiring process, previously fraught with complexities, has been streamlined. A hiring manager can now simply input a request to hire an individual. The system then orchestrates the various requirements, from HR to IT, ensuring everyone plays their part at the right time. This not only saves time but also significantly enhances the overall experience.
Similarly, the hub has transformed the event hosting process, which previously involved multiple emails and phone calls to different departments. Now, with a single request detailing the event's specifications, the system efficiently coordinates the different requirements, from booking photographers to arranging multimedia equipment.
Reflecting on Outcomes and Benefits
The introduction of the Client Engagement Hub has brought about significant tangible and intangible benefits:
Enhanced Client Experience: The seamless integration of services and the reduction in manual interventions have significantly improved the user experience, as testified by long-standing staff members.
Time and Efficiency Gains: With the hub's streamlined processes, thousands of hours have been reclaimed, translating into more productive work and reduced operational costs.
Data Utilisation: The hub's data-driven approach enables the organisation to harness analytics, offering insights into client interactions and service efficiency.
Looking Ahead: Future Endeavours
While the recent modernisation efforts have yielded commendable results, the journey doesn't end here. The House is contemplating further areas of improvement, such as facility management across its vast campus, enhancing legislative and procedural services, and refining the care and assistance experience for users. There's a clear recognition that unified service ownership, transcending departmental silos, is essential for a truly integrated client experience.
Furthermore, with the evolving capabilities of artificial intelligence, there's immense potential for AI-assisted service delivery. The lessons learned from the modernisation efforts thus far provide a sturdy foundation for these future endeavours.
Conclusion
The House of Commons of Canada's modernisation journey underscores the significance of adapting to changing client expectations and harnessing technology for enhanced service delivery. As the institution looks to the future, the emphasis remains on continual improvement, innovation, and ensuring a seamless and delightful experience for all its clients.