4. Quality Service Experience

  • The continued modernization of the AGCO service delivery model through the phased implementation of the iAGCO web-based portal included the implementation of Phases 2 and 3 in 2018. The transition period from paper to online transactions for Phase 2 ended in January 2019, meaning that all liquor-related transactions with the AGCO, including for Liquor Sales Licences, Manufacturer’s and their Representatives, Ferment-on-Premises and Liquor Delivery services, are now exclusively conducted online. Phase 3 went live in November 2018 and included services for Gaming Site Operators, Gaming Assistants, Gaming and Non-Gaming Related Suppliers and Lottery Retailers. All cannabis-related tranactions were immediately launched as digital by default in January 2019 and are conducted exclusively through the online portal.
  • A new Complaints and Inquiries Handling Policy was launched in January 2018 to clarify procedures and affirm the AGCO’s intention to use information from complaints and inquiries to support continuous business improvement. 
  • As part of the Strategic Communications Plan, and in support of transformation initiatives, the AGCO expanded the reach of its social media activity on Twitter, using that channel for important updates and engagement with the public.
  • A new Service Strategy and Experience Branch was established in March 2019, to elevate the agency's service to customers, across all lines of business.