Shifting timelines? Check. Multiple stakeholders in a highly complex environment with competing interests? Check. Challenging the status quo at every turn? Check. That’s the multifaceted story behind the Toronto North York Flagship Service Canada Centre (hereafter the Flagship) of the Employment and Social Development Canada (ESDC), the first in Canada, setting a new benchmark for service and inclusivity when it opened on 25 October 2018.

The Canada Pension Plan Service Improvement Strategy (CPP SIS), developed by the Employment and Social Development Canada (ESDC), was successfully concluded in 2022. The six-year strategy was designed to address service delivery challenges brought on by the increasing number of clients and evolving client expectations of government services.

The Old Age Security (OAS) and the Canada Pension Plan (CPP) programs are Canada’s public pensions programs. The OAS program is a residence based program which provides a minimum income to seniors to contribute to their income replacement in retirement. The CPP program is a mandatory, contributory, earnings-related social insurance program which provides partial income replacement for workers in Canada and their families in the event of retirement, disability or death.

In 2014, the Canadian Retirement Income Calculator (CRIC) was redesigned to align with the recent reforms to the public pension programmes while taking advantage of the latest web tools. The CRIC was transformed into a dynamic, mobile-accessible application which received much acclaim. In line with the Government of Canada's National Strategy for Financial Literacy, the modernized CRIC helps individuals plan for their retirement; and it promotes both financial literacy and awareness of Canada's public pensions.

The Old Age Security (OAS) program is the Government of Canada’s largest pension program. It is funded out of the Government’s general tax revenues, which means that beneficiaries do not pay into it directly. This program provides eligible seniors with basic income in retirement through the OAS Pension and the Guaranteed Income Supplement (GIS).

The DRL has acquired new tools to implement its vision, which is "to be an innovative leader by maintaining a commitment to improved client services provided by qualified personnel." To ensure the proper balance between quality and quantity of work, ensure the sustainability of its methods and minimize the loss of expertise that occurs when employees retire, the DRL designed, developed and deployed the following products in its local offices:

While revealing client expectations and satisfaction in terms of service and helping to improve both, it also ensures that the Board meets its commitments to clients.

This process was developed based on experience and concerns of top management and operational units. Support from all stakeholders was key to successful implementation.

These additional methods led the organization to review the ways it operates and guide clients towards using the most efficient methods, while continuing to offer free choice and maintaining the quality of services. The changes included a new strategy with an action plan and targets to be met. It was rolled out in 2007 and has been updated based on changes to service delivery. All objectives were met within five years and clients report that they are still satisfied with the services offered.