Service strategy and experience

Service metrics

The AGCO’s Contact Centre and Communications teams serve licensees, registrants and authorization holders as well as members of the Ontario public. The following tables show interactions via the AGCO’s customer service channels, communications with stakeholders and inquiries and complaints as of March 2023. The tables also include volumes from the previous fiscal year.
 

Table 2—Service provision

 

2021–22

2022–23

Telephone Contacts (Contact Centre)

60,826

87,330

In-person customers (Head Office)

0
(Head Office in-person Services were halted, and transitioned online due to the COVID-19 Pandemic)

0
Online services with in-person service appointments available by appointment

Self-Help (using automated voice messaging system)

28,874

29,058

Web Chat

5,295

9,287


 

Table 3 —Communication with AGCO stakeholders

 

2021–22

2022–23

AGCO website visits

1,204,640

1,228,717

Overall website traffic change compared to the previous fiscal year

-0.25%

2.00%

Number of engagements (retweets, replies, and likes) received by AGCO's Twitter accounts from users

841

990

Number of AGCO's direct email campaigns

145

55

Total number of emails sent by AGCO to licensee and stakeholder groups across all regulated lines of business

327,547

184,374


 

Table 4 —Inquiries and Complaints

 

2021–22

2022–23

Inquiries - Total number of general inquires received in iAGCO (new, cancelled excluded)

34,719

29,929

Complaints - Total number of complaints received in iAGCO (new, cancelled excluded)

3,899

8,630

% of complaints that were addressed within 30 days (cancelled complaints excluded)

77%

86%

 

Table 5—Online Service and auto-renewal

The following table shows the percentage of licences, registration and authorizations in regulated sectors that were automatically renewed, further contributing to a streamlined process and reduced burden.

 

2021–22

2022–23

Gaming registration auto-renewals

89%

87%

Horse Racing auto-renewals

44%

63%

Liquor licences auto-renewals

37%

43%

Cannabis auto-renewals

100%

68%

Note: Cannabis renewals significantly increased in 2022-23 due to the increased number of cannabis retail stores in the province. This resulted in an increased total number of renewals flagged by AGCO’s eligibility criteria, disqualifying them from auto-renewal and decreasing the percentage of cannabis auto-renewals.