In providing its services, the Agency is committed to clear and timely communications. It is also committed to enhanced dialogue with its clients and stakeholders. The Agency strives to achieve this by:
Effectively communicating the Agency's role, objectives, priorities and processes;
Regularly engaging in dialogues with external clients and stakeholders; and
Improving the Agency's ability to identify and respond to client and stakeholder issues and needs.
Innovative ways of reaching out
Last year, the Agency launched Take Charge of Your Travel, a new guide for travellers with disabilities. It has proved so popular that, less than ten months later, a new print run was ordered to keep up with exceptionally high demand.
The Agency has taken an innovative step as part of its commitment to improving accessibility: Take Charge is now available in DAISY format on the Agency's Web site. A digital talking book format featuring easy navigation, DAISY makes print publications accessible to persons who are blind or have a visual impairment. The Agency is dedicated to using new technologies to make its content ever more accessible; as such, Take Charge should soon also be available for download as a podcast.
Ensuring client satisfaction
In 2009-10, the Agency drastically revamped the way it responds to public inquiries by creating a more efficient and all-encompassing client-centred inquiry system.
Additionally, members of the public can now formally lodge their transportation complaint online and, with a confidential registration number, track the progress of the complaint online as it works its way towards a resolution.
The Agency is also now better equipped to deal with all written and electronic communications, while, at the same time, it is able to more thoroughly and quickly refer inquiries which fall outside the Agency's mandate to the appropriate private sector or government organization.
Measures of satisfaction with Agency services related to serving the needs of users, service providers and others affected by the national transportation system.
Framework to measure client satisfaction in place
Benchmark surveys conducted in 2009-10
Obtaining feedback from clients
The Agency has always been deeply committed to serving its consumer and industry clients. In 2009, the Agency developed a client-satisfaction survey framework in an effort to better understand its clients' needs and how Agency services could be improved.
In 2009-10, the Agency began surveying users of its dispute resolution and other services. The Agency is currently compiling the results in order to establish benchmarks for future performance measurement. This information will be used by the Agency in an effort to better understand and meet client and stakeholder needs, and to help it continuously improve its service delivery.