Ontario One Call is seeking the opinions of our membership on the service levels for telephone and suspended web request processing currently provided.
Like many other organizations, 2022 has brought significant challenges in hiring and retaining staff. Ontario One Call is mindful of the impact this has on our service levels and how this has affected members and excavators over the past several months. We have heard significant volumes of complaints about wait times from members, excavators and the public. At the same time, we recognize that our membership is sensitive to fee increases above the rate of inflation.
Ontario One Call will continue to implement service improvements to help address workloads and improve the user experience. These include:
- Implementing a call-back feature so callers don’t have to wait on hold
- Changing the “suspend request” rules in our IT platform so we suspend fewer requests (and the number of resulting excavator calls)
- Retiring queues such as the “multiple request” and “single excavator request” lines
These changes – while important – will not fully address the service level challenges being faced.
This survey is meant to inform Ontario One Call’s decision making so we can align our service levels and fee increases to the expectations of members. You will be presented with a variety of statements where you can say if you agree or disagree. You may also state that you are neutral or have no opinion. We will share the results of the survey at the Ontario One Call AGM on June 16, 2022.
If you wish to register for our AGM – Click Here
Take our Member Survey Today!