Multi-Channel Service Delivery Assistant (MSDA)

Description:
Information in this database includes: name, address, telephone numbers, e-mail addresses, language of service, nature and phase of business, nature of the enquiry, what was done to serve the client.

Class of Individuals:
Clients (individuals and registered businesses (incorporated or not) who contact the Canada Business service centres in Ontario, Northwest Territories, Nunavut and Yukon to get business information.

Purpose:
This system is used to serve the clients of the Canada Business service centres by searching various sources of information to answer an enquiry (in-person, telephone and e-mail). Not every interaction requires complete client profile. Information is recorded only to the extent required to complete the service interaction. The system keeps a record of the service interaction for statistical reports. The reports do not include personal information. The MSDA is also used by Canada Business service centres managed by Atlantic Canada Opportunities Agency (Nova Scotia, Prince Edward Island, Newfoundland and Labrador, New Brunswick), Western Economic Diversification Canada (Manitoba, Saskatchewan, Alberta, British Columbia), and Canada Economic Development for Quebec Regions (Quebec). For statistical reporting purposes, only aggregate data is shared between these organizations and individual identifiers (i.e. personal information) are not used.

Consistent Uses:
Only as described above. The database in not shared outside the Canada Business service centres.

Retention and Disposal Standards:
Will be retained for two years and then destroyed.

PAC Number:
98/001

TBS Registration:
005295

Bank Number:
IC PPU 091