Employment and Social Development Canada

Toronto North York Flagship Service Canada Centre: How Service Canada is setting the standard for service and accessibility

Implementation year

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 Flagship serves as the testing ground for client-centric design using high-tech, high-touch service delivery methodologies to revolutionize the service experience. The Flagship represents a paradigm shift from traditional service delivery to a model that is modern, flexible and agile, where roving officers are trained in inclusivity and accessibility, equipped with high-tech solutions, reframing the concept of service excellence culture.

The Flagship was co-created with stakeholders and persons with disabilities to ensure a responsive and inclusive redesign. Establishing the first, ever Inclusive Service Advisory Network (ISAN) required learning the language of inclusivity and accepting criticism. Through ISAN’s engagement, previously dissatisfied clients are now our greatest champions. The Flagship has revolutionized an inclusive client service experience and embodies extraordinary transformation.

Service quality