An effective and efficient phone system is crucial to providing Veterans, their families, and service providers with access to information from Veterans Affairs Canada (VAC) staff. The National Contact Centre Network (NCCN) provides a central point of contact for external callers to obtain general information and request benefits and services. NCCN Analysts either answer questions or immediately transfer callers to staff who can better respond to a caller’s inquiry.
The objective of the audit was to assess the management control framework, compliance with applicable policies and processes, and performance against the service standard. The scope of the audit includes telephony services between April 1, 2014 and July 31, 2015.