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Appendix A - Audit Criteria

Appendix A - Audit Criteria
Objective Criteria*
To assess the implementation and effectiveness of VAC’s Telephony System. The organization provides employees with the necessary training, tools, resources and information to support the discharge of their responsibilities.
Oversight exists to monitor and provide assurance on the quality and due diligence in decision-making.
Authority, responsibility and accountability are clear and communicated.
A documented approach to risk identification, assessment and management is in place and being used to support the NCCN operations.
To assess compliance with applicable policies and processes. Records and information are maintained in accordance with policies and processes.
Calls are answered following procedure (including greeting by giving his/her name and mentioning ‘Veterans Affairs Canada’, confirming who the client and resolving the issue or following up as necessary)
To determine performance against the service standard. Management has identified appropriate performance measures linked to planned results.
Management monitors actual performance against planned results and adjusts course as needed.
Calls to the National Contact Centre Network (NCCN) are answered within 2 minutes.

* Audit recommendations have been developed to address the gaps identified by the audit team. All other audit criteria were determined to be fully met or partially met with only minor deficiencies.

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