Government Public Service

Modern Canadian citizens are no longer passive recipients of government decisions. They seek active involvement, expecting their voices to be heard and considered. Many municipalities have identified the need to shift to a Client Centric Culture

A 2018 study on citizen engagement revealed that 84% of Canadians agree that they’d feel better about government decision-making if institutions sought input from the average citizen regularly.

However, a recent study discovered that only 22% of Canadian government organizations have engaged with citizens in the past five years. This is despite the urgent need to support communities following the COVID-19 pandemic and the current trend of decreasing public confidence in democratic government institutions.

To improve democratic health in the country, we need to foster regular government consultation with engaged, informed, and well-represented Canadian citizens.

Bilingual Call Centres: A Nexus of Transparency and Engagement

Since the adoption of the first Official Languages Act in 1969, Canada has stayed committed to providing equal bilingual representation in all federal institutions, including promoting bilingualism in core public positions.

With this commitment, it’s imperative for government institutions to provide services in both English and French. This will encourage citizens fluent in either language to actively participate in government initiatives.

One way to effectively provide this service is with the help of bilingual call centres.

Bilingual call centres play a pivotal role in bridging the gap between the government and its citizens. They act as a two-way street, where citizens can voice their concerns, seek information, and provide feedback.

By offering services in both languages, the government shows its commitment to accessibility, making citizens feel valued and heard.

Here are the advantages of using a bilingual call centre:

  • Linguistic Inclusivity: Bilingual call centres ensure that citizens can communicate in their preferred tongue comfortably, without fear that they won’t receive the quality of service they’re entitled to because they can’t speak the majority language.
  • Client Centric Focus: Bilingual call  pros at coaching and providing excellent clients services – Its what they do!  Engaging with one can aid in the internal transition of resident to client focused delivery of services
  • Trained and Knowledgeable Staff: The best bilingual call centres hire well-trained professionals who not only speak English and French fluently but also possess a deep understanding of government policies and procedures. This ensures accurate and informative interactions, instilling trust in citizens.
  • Clear and Concise Information: Effective communication hinges on simplicity. Complex government jargon can confuse citizens. Bilingual call centres excel at breaking down intricate information into understandable terms, empowering citizens to make informed decisions.
  • Real-Time Problem Resolution: Promptly addressing citizen concerns demonstrates the government’s commitment to its people. Bilingual call centres enable citizens to receive real-time assistance, turning dissatisfaction into positive experiences.
  • Feedback Utilization: Bilingual call centres aren’t just for answering queries. They also serve as a valuable source of citizen feedback. Regularly analyzing this feedback allows the government to adopt policies, improving citizen satisfaction and engagement.

Ensuring Clear and Open Communication for a Diverse Populace

Population diversity is part of what makes Canada great. Throughout our nation’s history, immigration has played a crucial part in our growth, resulting in over 40 million people with a unique cultural, ethnic, and linguistic mix.

Our country believes that all citizens are equal, and that includes ensuring everyone has equal access to timely and accurate information, regardless of their primary language.

As Canada’s demographic landscape continues to diversify, the government’s approach to citizen engagement must evolve accordingly. Bilingual call centres, with their ability to communicate effectively and transparently, can meet the expectations of modern citizens.

With the help of bilingual call centres, government institutions can foster clear communication, embrace language inclusivity, and cultivate an environment of active citizen participation and trust. As such, bilingual call centres cease to be mere communication channels. They become bridges connecting the government and its people, ultimately shaping a stronger, more engaged nation.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

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