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2.0 About the Audit

2.1 Audit Scope and Objectives

The scope of the audit included telephony services delivered between April 1, 2014 and July 31, 2015. The audit focused primarily on the National Contact Centre Network (NCCN) and area offices. The objectives of this audit were:

  • To assess the implementation and effectiveness of Veterans Affairs Canada (VAC)’s telephony system;
  • To assess compliance with applicable policies and processes; and
  • To determine performance against the service standard.

The audit criteria are provided in Appendix A.

2.2 Methodology

Interviews, file reviews, and direct observation sessions were conducted with staff at VAC Head Office, all NCCN offices, and five area offices (Halifax, Montreal, Ottawa, Winnipeg, Vancouver) to obtain an understanding of telephony processes and to assess compliance with relevant policies, guidelines, and processes. The audit team also reviewed regulations, policies, guidelines, and business processes.

Between May 2015 and July 2015, the audit team observed 183 incoming calls with NCCN Analysts and Veteran service agent (VSA)s to assess compliance with processes as well as the effectiveness of tools and training. Telephone call data from January 1, 2015, to May 31, 2015, were analysed. Of the 178,743 calls handled during that period, 22,612 were transferred to an area office. As the data was not available in a format conducive to detailed analysis by site, considerable efforts were required to manipulate the data and create site specific reports.

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