Programs/Services Used - Image Descriptions

Individual services: Satisfaction with service quality
(5-points scale; 5 very satisfied, 1= very dissatisfied)

SIN:
5: 59%
4: 31%
3: 6%
2: 2%
1: 2%

1-800 O’Canada:
5: 71%
4: 18%
3: 5%
2: 2%
1: 3%

OAS/GIS:
5: 65%
4: 20%
3: 7%
2: 2%
1: 3%

CPP Retirement:
5: 61%
4: 24%
3: 7%
2: 3%
1: 2%

Passport:
5: 58%
4: 25%
3: 6%
2: 4%
1: 4%

CPP Disability:
5: 53%
4: 28%
3: 8%
2: 5%
1: 6%

EI:
5: 46%
4: 32%
3: 12%
2: 4%
1: 4%

EPB/Emply. Assist.:
5: 43%
4: 30%
3: 14%
2: 4%
1: 6%

Awareness of Service Canada
Prompted
CPP: 25%
CPP-D: 21%
OAS: 23%
GIS: 16%
EI: 29%
EPB: 40%
SIN: 25%
Passport: 26%
1-800 O’Canada: 37%

Unprompted
CPP: 4%
CPP-D: 0%
OAS: 4%
GIS: 3%
EI: 4%
EPB: 8%
SIN: 3%
Passport: 4%
1-800 O’Canada: 7%

Number of different Programs/Services
All clients
One service: 53%
Multiple services: 47%

CPP
One service: 13%
Multiple services: 87%

CPP-Disability
One service: 70%
Multiple services: 30%

OAS
One service: 22%%
Multiple services: 78%

GIS
One service: 26%
Multiple services: 74%

EI:
One service: 26%
Multiple services: 74%

EPB
One service: 12%
Multiple services: 88%

SIN
One service: 43%
Multiple services: 57%

PASSPORT
One service: 15%
Multiple services: 85%

1 800 O’Canada
One service: 44%
Multiple services: 56%

Services channels used (programs/services)

PHONE
Overall: 63%
CPP: 74%
CPP-D: 79%
OAS: 67%
GIS: 70%
EI: 64%
EPB: 67%
SIN: 48%
Pass.: 60%
1-800 O’Canada: 97%

Mail/Fax
Overall: 21%
CPP: 33%
CPP-D: 27%
OAS: 34%
GIS: 34%
EI: 15%
EPB: 19%
SIN: 25%
Pass.: 28%
1-800 O’Canada: 8%

EMAIL
Overall: 9%
CPP: 8%
CPP-D: 6%
OAS: 5%
GIS: 6%
EI: 14%
EPB: 20%
SIN: 9%
Pass.: 13%
1-800 O’Canada: 8%

In person
Overall: 39%
CPP: 29%
CPP-D: 17 %
OAS: 23%
GIS: 27%
EI: 47%
EPB: 53%
SIN: 64%
Pass.: 54%
1-800 O’Canada: 11%

WEBSITE
Overall: 38%
CPP: 26%
CPP-D: 19 %
OAS: 18%
GIS: 9%
EI: 55%
EPB: 57%
SIN: 42%
Pass.: 46%
1-800 O’Canada: 28%

Number of services channels used (past 6 months)
2+ Channels:
CPP: 46%
CPP-D:31 %
OAS: 36%
GIS: 36%
EI: 59%
EPB: 64%
SIN: 56%
Pass.: 60%
1-800 O’Canada: 35%

1 Channel:
CPP: 52%
CPP-D: 67 %
OAS: 59%
GIS: 59%
EI: 40%
EPB: 33%
SIN: 43%
Pass.: 40%
1-800 O’Canada: 64%

Average number of contacts with Service Canada (Past 6 months)

Including web
CPP: 6%
CPP-D: 7%
OAS: 4%
GIS: 3%
EI: 11%
EPB: 17%
SIN: 7%
Pass.: 8%
1-800 O’Canada: 7%

Excluding web
CPP: 4%
CPP-D: 4%
OAS: 3%
GIS: 3%
EI: 5%
EPB: 7%
SIN: 4%
Pass.: 5%
1-800 O’Canada: 4%

Get what they needed?

Yes, in part
CPP: 13%
CPP-D: 14 %
OAS: 11%
GIS: 10%
EI: 8%
EPB: 8%
SIN: 5%
Pass.: 7%
1-800 O’Canada: 15%

Yes
CPP: 82%
CPP-D: 71%
OAS: 81%
GIS: 82%
EI: 84%
EPB: 82%
SIN: 92%
Pass.: 87%
1-800 O’Canada: 73%

CPP: 12%
CPP-D: 13%
OAS: 10%
GIS: 16%
EI: 16%
EPB: 18%
SIN: 11%
Pass.: 13%
1-800 O’Canada: 10%

Informed by staff about other Programs/Services
CPP: 28%
CPP-D: 27 %
OAS: 27%
GIS: 20%
EI: 29%
EPB: 37%
SIN: 21%
Pass.: 26%
1-800 O’Canada: 33%