The contract has provisions relating to the performance of the contract and this is something we will look at after the end of the transition period, Ms Royds responded to MEPs' criticism .
She nevertheless acknowledged before the Committee that there is still work to be done.
We have learned lessons that we will apply to this contract and any major transition.
A quote from Mollie Royds, Assistant Deputy Minister responsible for the Directorate General of Supply
Ms Royds also expressed optimism for the future, emphasizing that the situation is moving towards the level of service expected by members and is in the right direction at this stage.
To date, Canada Life has informed the government that the wait time at the call center is one to three minutes, Royds said. Average processing time for refund requests is 2.2 days.
The president of the Public Service Commission of Canada, Marie-Chantal Girard, for her part added that the transition to Canada Life proved to be an initiative This is the first time we have had a new administrator in 27 years.
Witnesses from Canada Life also addressed Standing Committee members on Thursday.
Canada Life's Senior Vice President of National Accounts , Ryan Weiss, acknowledged that the transition has not been easy for all members of the public service health care plan.
We are sorry to those who have been poorly served in recent months.
A quote from Ryan Weiss, Senior Vice President of National Accounts at Canada Life
Mr. Weiss is committed to rectifying the situation. He spoke in particular about a plan implemented by Canada Life to improve customer service.
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Canada Life Senior Vice President of National Accounts, Ryan Weiss.
This plan made it possible to reduce waiting times at the call center, speed up the resolution of requests and process urgent cases, he explained.
Call center hours have been extended to seven days a week, Weiss said. The number of call center agents has also been doubled.
We expect to achieve targeted service levels [at] at the end of January 2024 to return to historical norms, he said.
Regional vice-president of the Quebec region for Canada Life, Thi Vu, for her part explained the problems that the provider had to face during the launch services.
In July, it's the quantity, it's the scale, it's the quantity, “The number of calls we received was unexpected,” she noted. As of July 1, these calls were eight times [more than] what the previous provider was receiving.