Question Period Note: SERVICE CANADA CENTRE RE-OPENINGS

On March 27th, Service Canada redirected in person services to an eService channel to continue to support Canadians in accessing critical services. All Service Canada Centres (SCC) were temporarily closed to the public. As jurisdictions across the country began resuming operations, clients also expected SCCs to reopen. A reactivation plan was developed for the gradual resumption of public access to SCCs across the country.
Our priority continues to be the health and safety of all Canadians, while maintaining service to the public.

• The SCC network has adapted its offices and how services are delivered consistent with Public Health Agency of Canada guidelines and provincial / local public health direction. Protecting the health and safety of our employees and the clients we serve is our key priority.
• Thorough testing was conducted at preliminary locations to ensure proper physical distancing and client flow solutions are in place and could be replicated across the network to ensure the safety of both client and staff.
• New office fit-up includes components such as Plexiglas, hand sanitizer stations, and additional signage added to a reconfigured office space.
• Based on initial assessment and in partnership with Security and Occupational Health and Safety (OHS), a reactivation checklist was developed which outlines conditions that must be met before reopening.
• As of September 30, 227 sites have reactivated.

• External communications focus on promoting e-services/e-COLS (Community Outreach and Liaison Service) as the best option for service, appointments for those who require in person support, and changes clients will experience in accessing that support.
• Internal communications to employees was produced in alignment with the return to work guidelines established by the Public Service Commission and Public Health Advisory Committee in collaboration with ESDC.
• Since the beginning of the pandemic, ESDC has hosted weekly “COVID information sharing” sessions with the unions.
• It has been acknowledged that the return to in-person services will be asymmetrical across the country, reflecting site, workforce and health and safety considerations particular to each community.
• Factors that include public health, staffing levels and procurement may prevent a SCC from opening, as we need to ensure that minimum standards are in place in all offices we open to the public to protect our clients and our team members.
• Throughout the development of the department’s communication, ESDC continues to pay close attention to the approaches of other departments with a large public facing presence, and look forward to sharing best practices in the future.

• As soon as the Service Canada Centres were closed, immediate steps were taken by the Department to reach all Canadians virtually, through the creation of E-Service Canada – an online request service that offers clients a call back within two business days if they require assistance in applying for benefits.
• Client reaction to eService is excellent with over 1.2M Canadians accessing services via these new channels.
• Even as SCCs reopen, these new services will continue as cornerstones to high touch services, as they are convenient, help avoid lineups at the SCCs, and will help reach as many clients as possible with our services.
• On July 8, 15 pilot sites reopened across the country. Preliminary testing was conducted to establish the safest and most effective approach to reactivate offices.
• As of September 30, 227 sites have reactivated resulting in approximately 93% of Canada's population within 100 km of an SCC.