We are aiming to reduce the effort required from our clients, fostering autonomy for them and maintaining their trust. The transformation program first requires a digital turn, which will make it possible for us to enhance our clients' experience and render our organization increasingly performant. By providing our clients with an integrated service delivery, we want to offer them a simple, personalized and humane experience. To reach our objective, we rely on our competent, mobilized and devoted employees, committed to delivering a trustworthy service that meets our clients' expectations.
The digital turn consists of 5 initiatives, which will sprout various projects in the coming years. We have named them:
Parcours client, Client 360, Contact client, Client numérique and Client employeur.
Parcours client initiative is designed to revise the entire process a client must follow when facing various life events, as well as each of the required interactions with our organization. Our goal is to simplify and personalize the administrative procedure for clients based on their preferences, situation and needs.
Client 360, it represents our vision of an efficient work tool. It will allow our staff to have an overall and up-to-date picture of a client's situation. The availability of all client interactions with Retraite Québec, regardless of the communication method used, will allow us to offer clients simplified access to their files, with a better, more complete and user-friendly service.
The purpose of our
Contact client initiative is to rethink our communications. We want our clients to receive pertinent and easy-to-understand messages in the delivery method they prefer. This initiative also includes the implementation of an improved client services centre providing a harmonized and personalized service delivery that offers greater flexibility thanks to, for example, more online services.
Client numérique initiative will bring to fruition our clients' willingness to use more digital services when dealing with Retraite Québec. It also consists of a major change with the creation of a secure digital workspace that will enhance the services currently offered. It will allow clients to access their file, at any time, to find information, apply for benefits, and follow up on existing applications. Furthermore, since last fall, clients have been able to send documents, proof and completed forms to us electronically.
Client employeur initiative is to be used by employers party to public‑sector pension plans, who are essential partners in ensuring optimal data management and the exactitude of members' information and benefits. We are always striving to reinforce such partnerships in order to better equip our partners so that they can fulfil their duties in a simplified manner that is adapted to their reality.
As such, with the transformation of its client experience, Retraite Québec is more than ever committed to placing its client at the top of its priorities.