GC HR and Pay - Client Contact Centre Phone Menu Redesign Project

The Client Contact Centre’s (CCC) phone menu was improved to address feedback regarding its path ambiguity, limited reporting capabilities, and client confusion resulting from duplicate queue lines. The goal of usability testing is to evaluate how well the existing phone menu works and to determine which redesigned model has the highest client experience score.

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Additional Info

Field Value
Last Updated April 17, 2026, 20:02 (UTC)
Created April 17, 2026, 20:02 (UTC)
criticality_level ["general_public", "government", "media"]
geographic_scope []
open_canada_collection publication
open_canada_date_published 2024-10-02 00:00:00
open_canada_keywords {"en": ["Human Resources", "HR", "pay", "GC HR and Pay", "Phoenix", "CCC", "pay centre", "user", "client", "testing", "design", "phone menu", "center", "experience", "user-centred", "transparency by design"], "fr": ["ressources humaines", "RH", "paye", "RH et paye du GC", "Phénix", "CCC", "Centre des services de paye", "utilisateur", "client", "essais", "conception", "menu téléphonique", "centre", "expérience", "conception pour l’utilisateur", "transparence intégrée"]}
open_canada_subject ["government_and_politics"]
sensitivity_level unrestricted
title_fr RH et paye du GC – Projet de refonte du menu téléphonique du Centre de contact avec la clientèle
update_frequency P3M