Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
The CBSC has a variety of strategies to ensure equity of service access to all entrepreneurs:
• Teletypewriter/Telephone Service for the hearing impaired: Braille, audio and
enlarged print format on request; wheelchair friendly locations; graphic-free
view capability on websites;
• Special outreach activities directed to audiences that may be unaware of or
uncomfortable accessing government services, e.g., new Canadian and native-
Canadian entrepreneurs; and
• Services are free of charge.
In recent years the CBSC has grown to become a large network involving all levels
of government with a database on regulations and other types of information accessible
to customers. The CBSC has also created some online courses to better educate
the business community in areas such as development and implementation of a business
plan, or preparation of a request for bank loan.
Speed, courtesy and accessibility are key principles of CBSC service delivery. Clients
choose their preferred access channel: self-service website and web tools or assisted
services such as toll-free info line, e-mail, or customer service, called “Talk to
Us”. CBSC service standards pledge courtesy, respect, timeliness and accuracy. It is
in that respect that the CBSC aims at answering each telephone inquiry within three
rings and with one day for an e-mail request.
For more information, please visit:
www.cbsc.org/English/services.cfm#standards
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