Client Centred Service Delivery Model

Our adoption of CCSA is based on a model for service delivery that:

• promotes national standards for Client Services;
• builds on best practices from across the organization;
• supports all of VAC's programs and services;

The Client Centred Service Delivery Model outlines the steps that VAC staff will follow in providing service to clients from a client's first point of contact through to follow-up and monitoring, as required. An explanation of the individual components demonstrate how this is carried out from both the client and staff perspective.