Pilot project regarding service delivery management during the low Season: Launch of phase 2
After a very positive first phase of the pilot project regarding service delivery management during the low season, which took place in winter 2024 in five service centres, the SAAQ wishes to extend the pilot project to other service centres. The second phase will take place from October 7, 2024 to March 21, 2025.
This pilot project aims to better allocate the services provided in person in order to allow SAAQ employees to assist their colleagues with other services with higher demand (on the phone, for example) during the low season. This approach helps the SAAQ improve its offer of services while maintaining local services and jobs in other regions.
The second phase of the pilot project will be carried out in three stages at the following service centres:
| Starting October 7, 2024 | Starting November 4, 2024 | Starting December 2, 2024 |
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The business hours of participating service centres will be modified until March 21, 2025. Clients are invited to check the new hours before heading out and plan their trips by making an appointment online. It is also possible to carry out transactions online through SAAQclic at any time, without having to go out.
Evaluation of Phase 1: Highlights
During Phase 1 of the pilot project, which took place in five service centres from January to March 2024, over 6,300 people were able to be served in under 30 minutes. No complaints were made during the pilot project, and appointment time slots were always available in all participating service centres. In addition, many of the employees in the pilot project were enthusiastic about the increased quality and diversity of their tasks.
In light of these results and given the 30% reduction in traffic in other service centres between high and low seasons, it is essential to test this approach on a larger scale during Phase 2 of the project.