Audit of Veterans Affairs Canada's Telephony Service - June 2016 An effective and efficient phone system is crucial to providing Veterans, their families, and service providers with access to information from Veterans Affairs Canada (VAC) staff. The National Contact Centre Network (NCCN) provides a central point of contact for external callers to obtain general information and request benefits and services. NCCN Analysts either answer questions or immediately transfer callers to staff who can better respond to a caller’s inquiry. The objective of the audit was to assess the management control framework, compliance with applicable policies and processes, and performance against the service standard. The scope of the audit includes telephony services between April 1, 2014 and July 31, 2015. 2016-06-30 2019-01-05 Veterans Affairs Canada vac.opengovernment-gouvernementouvert.acc@canada.ca Government and PoliticsVeterans Affairs CanadaVACInternal auditingEvaluationNational Contact Centre NetworkNCCNVeterans Audit of VAC's Telephony Service - June 2016HTML http://www.veterans.gc.ca/fra/about-us/reports/departmental-audit-evaluation/2016-audit-telephony-service Audit of VAC's Telephony Service - June 2016HTML http://www.veterans.gc.ca/eng/about-us/reports/departmental-audit-evaluation/2016-audit-telephony-service Audit of VAC's Telephony Service - June 2016PDF http://www.veterans.gc.ca/pdf/deptReports/2016-audit-telephony-service_f.pdf Audit of VAC's Telephony Service - June 2016PDF http://www.veterans.gc.ca/pdf/deptReports/2016-audit-telephony-service.pdf

Audit of Veterans Affairs Canada's Telephony Service - June 2016

An effective and efficient phone system is crucial to providing Veterans, their families, and service providers with access to information from Veterans Affairs Canada (VAC) staff. The National Contact Centre Network (NCCN) provides a central point of contact for external callers to obtain general information and request benefits and services. NCCN Analysts either answer questions or immediately transfer callers to staff who can better respond to a caller’s inquiry.

The objective of the audit was to assess the management control framework, compliance with applicable policies and processes, and performance against the service standard. The scope of the audit includes telephony services between April 1, 2014 and July 31, 2015.

Resources

Resource Name Resource Type Format Language Links
Audit of VAC's Telephony Service - June 2016 Assessment - Audit HTML French Access
Audit of VAC's Telephony Service - June 2016 Assessment - Audit HTML English Access
Audit of VAC's Telephony Service - June 2016 Assessment - Audit PDF French Access
Audit of VAC's Telephony Service - June 2016 Assessment - Audit PDF English Access