Home > Information for Canadians > 1 800 O-Canada
Toll-Free Services for
Information on the Government of Canada:
History and Achievements
2003
 World-Class Service: 1 800 O-Canada
For the third consecutive year, 1 800 O-Canada achieved a World Class Service Ranking. Service Quality Management (SQM) A call centre service quality consulting firm widely considered to be a North American Authority on Call Centre performance, awards the World Class ranking when 80% or more of the users say they are "very satisfied with the service provided. Eighty-six per cent of people taking part in the survey said they were very satisfied with 1 800 O-Canada's service. 1 800 O-Canada was also a top performer in two areas of the study: the level of caring shown to clients and the information officers' ability to fully understand callers' questions.
2002
World-Class Service: 1 800 O-Canada
In October 2002, SQM identified 1 800 O-Canada as a "world class service" provider. Only five organizations out of 150 received this rating. Eighty one per cent (81%) of those who took part in the survey said they were “very satisfied” with
the service offered at 1 800 O-Canada .
The 1 800 O-Canada database is made available on Publiservice
The new Web version of the 1 800 O-Canada database is made available to the public service on Publiservice, the Government of Canada's primary intranet site. Departments can view the information in the database to help fulfil their obligations under the Government of Canada Communications Policy. The policy provides the framework for organizations to supply the public with information about their contacts, programs and services through 1 800 O-Canada. It also helps ensure that the information distributed through 1 800 O-Canada is accurate, complete and up-to-date.
Monthly enquiry reports are made available on Publiservice
A report on monthly usage statistics from 1 800 O-Canada and the Canada Site is made available on Publiservice for a select group of federal government organizations. These reports were developed to provide timely and up-to-date statistical information to our colleagues in other federal government organizations.
1 800 O-Canada sets a daily all-time record high
In a week of extremely high call volumes, 1 800 O-Canada experiences a daily all-time record high with 9,586 calls answered on April 2.
2001
1 800 O-Canada receives its millionth call
1 800 O-Canada receives its millionth call for the 2001 – 2002 fiscal year on December 10. The service reaches this important milestone about six weeks earlier than in the previous fiscal year.
Call Centre Service Quality Excellence Award
In December, 1 800 O-Canada receives the Call Centre Service Quality Excellence Award (Highest Client Satisfaction Performance in the Public Sector 2001) from Service Quality Measurement Group Inc.. The award comes as the result of the Service Quality Measurement Group Inc.'s Call Centre Service Quality Benchmarking Report, which measures several factors including operational performance, service quality culture and focus, as well as client and employee satisfaction.
1 800 O-Canada responds to the demands of the September 11 crisis
1 800 O-Canada responds to calls from concerned Canadians during the September 11 events. The call centre establishes emergency working relations with the Privy Council Office, the Department of Foreign Affairs and International Trade and Canada Customs and Revenue Agency to refer callers to the right source of information.
1 800 O-Canada moves to Communication Canada
On September 1, an amalgamation of the Communications Coordination Services Branch of Public Works and Government Services Canada and the Canada Information Office results in a newly created department, Communication Canada. The new department assumes responsibility for 1 800 O-Canada.
The Government Enquiry Centre provides user support and e-mail enquiry services
The Government Enquiry Centre supports the Government On-Line initiative by providing user support  and e-mail enquiry services for the Canada Site, Services for Canadians, Services for Non-Canadians, and several cluster sites.
2002
World-Class Service: 1 800 O-Canada
In October 2002, Service Quality Measurement Group Inc. (SQM), a call centre service quality consulting firm widely considered to be a North American authority on call centre performance, identified 1 800 O-Canada as a "world class service" provider. Only five organizations out of 150 received this rating. 81% of those who took part in the survey said they were “very satisfied” with
the service offered at 1 800 O-Canada .
The 1 800 O-Canada database is made available on Publiservice
The new Web version of the 1 800 O-Canada database is made available to the public service on Publiservice, the Government of Canada's primary intranet site. Departments can view the information in the database to help fulfil their obligations under the Government of Canada Communications Policy. The policy provides the framework for organizations to supply the public with information about their contacts, programs and services through 1 800 O-Canada. It also helps ensure that the information distributed through 1 800 O-Canada is accurate, complete and up-to-date.
Monthly enquiry reports are made available on Publiservice
A report on monthly usage statistics from 1 800 O-Canada and the Canada Site is made available on Publiservice for a select group of federal government organizations. These reports were developed to provide timely and up-to-date statistical information to our colleagues in other federal government organizations.
1 800 O-Canada sets a daily all-time record high
In a week of extremely high call volumes, 1 800 O-Canada experiences a daily all-time record high with 9,586 calls answered on April 2.
2001
1 800 O-Canada receives its millionth call
1 800 O-Canada receives its millionth call for the 2001 – 2002 fiscal year on December 10. The service reaches this important milestone about six weeks earlier than in the previous fiscal year.
Call Centre Service Quality Excellence Award
In December, 1 800 O-Canada receives the Call Centre Service Quality Excellence Award (Highest Client Satisfaction Performance in the Public Sector 2001) from Service Quality Measurement Group Inc.. The award comes as the result of the Service Quality Measurement Group Inc.'s Call Centre Service Quality Benchmarking Report, which measures several factors including operational performance, service quality culture and focus, as well as client and employee satisfaction.
1 800 O-Canada responds to the demands of the September 11 crisis
1 800 O-Canada responds to calls from concerned Canadians during the September 11 events. The call centre establishes emergency working relations with the Privy Council Office, the Department of Foreign Affairs and International Trade and Canada Customs and Revenue Agency to refer callers to the right source of information.
1 800 O-Canada moves to Communication Canada
On September 1, an amalgamation of the Communications Coordination Services Branch of Public Works and Government Services Canada and the Canada Information Office results in a newly created department, Communication Canada. The new department assumes responsibility for 1 800 O-Canada.
The Government Enquiry Centre provides user support and e-mail enquiry services
The Government Enquiry Centre supports the Government On-Line initiative by providing user support and e-mail enquiry services for the Canada Site, Services for Canadians, Services for Non-Canadians, and several cluster sites.
1999-2000
1 800 O-Canada provides Y2K services
The 1 800 O-Canada service remains open 24 hours a day over the few days surrounding December 31, 1999 and January 1, 2000 to support the Government of Canada Year 2000 office.
1999
Federal/provincial agreements conclude
The last of the federal/provincial agreements, that is agreements with the provinces of Manitoba and Quebec, end on September 30. The 1 800 O-Canada service begins to provide services to all Canadians. 1 800 O-Canada's mandate is expanded to support Government of Canada initiatives.
1998
1 800 O-Canada accepts orders for publications
To enhance its service to the public, 1 800 O-Canada begins taking orders from callers for selected publications. Government of Canada departments and agencies can arrange to distribute their publications through 1 800 O-Canada on a cost-recovery basis.
Information on the Government of Canada is introduced
The 1 800 O-Canada service and the Canada Site are promoted together as Information on the Government of Canada.
The Government Enquiry Centre is created
Enquiries Canada becomes the Government Enquiry Centre. The Reference Canada toll-free number is replaced by 1 800 O-Canada in November.
Reference Canada is the primary point of contact during the Ice Storm
Reference Canada is the primary point of contact for all federal services during the January Ice Storm and for the subsequent relief programs.
Enquiries Canada moves to the Communications Coordination Services Branch
Public Works and Government Services Canada creates the Communications Coordination Services Branch in 1997. The Branch assumes responsibility for Enquiries Canada in April 1998.
1996
Enquiries Canada moves to Government Telecommunications and Informatics Services
Canada Communication Group is privatized beginning July 1. As a result, Government Telecommunications and Informatics Services of Public Works and Government Services Canada assumes responsibility for Enquiries Canada.
1993
Reference Canada centralizes its operations
A project to centralize Reference Canada's toll-free operations in the National Capital Region that begins in April 1992 is complete in 1993 when Reference Canada begins offering one national toll-free number and a standardized service. Only Manitoba and Quebec continue to manage separate services through federal-provincial agreements.
 With the centralizing of the toll-free operations comes the closing of the regional call centres. A recording informs callers to the regional offices of the changes and provides the national toll-free number. Staff from the regional offices are offered the opportunity to follow the service and relocate to the National Capital Region. Several staff members accept the relocation.
Reference Canada Information Centre is renamed
The Reference Canada Information Centre is renamed the Information Management Centre.
 Reference Canada publishes the final edition of the
Guide to Federal Programs and Services
Last edition of Guide to Federal Programs and Services is published
1991
Enquiries Canada is created
Special Projects and Reference Canada are amalgamated and acquire the new name Enquiries Canada. Enquiries Canada remains the responsibility of the Canada Communication Group.
1990
Index to Federal Programs and Services is renamed
The Index to Federal Programs and Services is renamed the Guide to Federal Programs and Services.
Special Projects are introduced
Reference Canada's mandate expands to include the management of information services for special projects. The Special Projects group (now known as Customized Information Services) offers turnkey call centre services to Government of Canada departments and agencies on a cost-recovery basis.
1987
Reference Canada's information management activities are centralized
Reference Canada establishes one central information management team located in the National Capital Region office. The new group, named the Reference Canada Information Centre, maintains a database of national information for the regional offices. Each call centre continues to manage its own regional databases, which contain federal information that is specific to the region. Information in the national database, on the other hand, is national in scope and includes contact information for federal office headquarters.
The Reference Canada Information Centre brings with it a new, more efficient system for processing national information to the call centres. The group makes all necessary changes to the information in the national database and communicates these changed pages to the regional offices overnight. The regional offices extract and copy the new information the following morning. Consequently, regional offices have access to the most current national information.
1985
Reference Canada is created
The Canada Service Bureau Program is renamed the Reference Canada Program. The program is part of the Canadian Government Printing Bureau until it becomes Canada Communication Group in 1989. On April 1, all walk-in centres close and regional toll-free service begins; each region has its own regional toll-free number and maintains its own hard copy database.
1984
Centre for Service to the Public becomes part of the Department of Supply and Services
In April, the Task Force on Service to the Public is renamed the Centre for Service to the Public and becomes an official entity of the Department of Supply and Services.
1982
Canada Service Bureau Program publishes index for federal programs and services
The Canada Service Bureau Program begins publishing the annual Index to Federal Programs and Services.
Canada Service Bureau Program is created
Under the Task Force on Service to the Public, the Canada Service Bureau Program is created to provide Canadians with improved access to Government of Canada information. Regional walk-in service centres, located throughout the country, provide direct lines to Ottawa that allow Canadians to call toll-free to obtain Government of Canada information. Regional service centres are provided through separate federal-provincial agreements and private sector contracts.
| 
