Service Excellence

Service Excellence is a core foundation embedded throughout the AGCO’s work, from the AGCO’s core service delivery to licensing and registration, compliance, and investigations and enforcement. The AGCO applies a Service Excellence lens to ensure that the AGCO builds programs and policies that best serve the needs of our customers.

 

Key commitments

• Continuously ensure a deep understanding of our stakeholders to anticipate and respond to their evolving needs.
• Provide a positive experience through the delivery of services that are clear, timely and that meet the expectations of those we serve.

 

Performance measures – Value for Money

Table 34—Online Service and auto-issue

Ensuring value per transaction (internal and external) with a focus on streamlining process and reducing regulatory burden.

• Output metric: % of applications for SOPs auto-issued meets or exceeds target of 90%.

Note: AGCO has clear criteria for auto-issuance of applications which promote efficiency and reduced burden while maintaining regulatory controls in the public interest. Fluctuations slightly above or below the target are expected due to the nature of each individual application received within that fiscal year.   

 

Clear and timely services that meet expectations

The AGCO is committed to creating a positive experience for our licensees and registrants, as well as the public through the delivery of clear, timely services and meeting the expectations of those we serve. Through iAGCO, the agency’s digital services portal, 83,678 customer service transactions were initiated. The AGCO Customer Service supported 104,049 customer interactions including calls, webchats, online inquiries, email, and regular mail.

With the return to normal operations, the AGCO modernized its approach to in-person services by introducing a by-appointment model for most AGCO services with the exception of race day activities in horse racing. This change in service approach reflects shifting customer preferences away from in-person services that began prior to the pandemic with an uptake in digital service delivery and was further accelerated by pandemic related requirements.

In 2022–23, the AGCO implemented a new enterprise contact centre solution. This work included new multiple-channel functionality and enhanced knowledge base features that positions the AGCO to improve the consistency of its services and better meet evolving customer preferences and expectations of a modern contact centre environment.

 

Customer-centric design and delivery

To improve the design and delivery of AGCO services, the AGCO is working to better understand our stakeholders.

Service design tools and methodologies are being applied to key corporate projects to improve customer journeys and improve service outcomes. This included:

• the establishment of a Licensing & Registration Survey to better gauge customer satisfaction and support continuous improvement of the AGCO’s licensing experience;
• establishing user research and service design requirements for the selection of a vendor to support the redesign of the AGCO website;
• the use of human-centred design to support liquor and gaming modernization initiatives. 

The AGCO uses service insights such as customer satisfaction surveys and complaints, inquiries and service performance measures from iAGCO to better listen to customers and identify opportunities for service improvement. This has led to improvements in both the website and iAGCO application guidance.

 

AGCO customer service standards

The people of Ontario expect a lot from government services, including those offered by the AGCO. This past year, the AGCO updated its customer service standards to better demonstrate its commitment to its goal of service excellence. The AGCO’s specific service commitment around general service standards have been published on our website for common service interactions, like when a customer contacts us, asks a question or makes a complaint. These updates help create a more positive service experience for our customers by letting them know what they can expect in their service journey with the AGCO.

Additional service standards are planned to address those services our customers care about most, like application processing times.