VOICE OF THE CLIENT INITIATIVE

The AAFC VoC Initiative will establish an in-depth process of capturing, integrating and analyzing client expectations and preferences across the department’s programs and services, and create a governance structure for sharing client feedback results that will increase the ability to make evidence-based decisions about program and service design at a more departmental strategic and operational level, while making progress on the Government’s Results and Delivery Agenda. The scope of work will establish the structures and tools for a VoC at AAFC. This will include creating a Client Experience Design Oversight Group to maintain the VoC and its activities. The members of the Group will be from across the department and represent the spectrum of AAFC service areas, along with other functional areas, such as policy and communications that may increase their understanding of client needs by participating in the Group. The members will become the champions for the Client Experience within AAFC and will shepherd the development and evolution of the Client Experience in a coordinated way. The Contractor will facilitate the implementation of the Client Experience Design Oversight Group and provide training to its members on how to effectively manage the change within AAFC. The Contractor will lead the development of VoC tools, such as Personas (typical client profile groups), an Inventory of AAFC Client Feedback data, Key Performance Indicators (KPIs) and an AAFC Client Feedback Dashboard Reporting System, that are essential to capturing, integrating and analyzing client feedback. The Contractor will coach the group members on how to effectively use these tools to facilitate informed decision making at a more strategic and operational level. The Contractor will lead the Group in exploring how AAFC can better manage client feedback and propose systematic approaches to ensuring continuous improvement in the client experience.