ASQ - Government Division

Birth Certificate Production and Telephone Support Process Improvement

Abstract: Prior to 2005, processing times for birth certificates averaged between six to eight weeks. Manual work associated with forms mailed to the ORG was significant, with many applications requiring contact with the customer for clarification and/or error correction. The call for faster service was clearly delivered to the organization, and ServiceOntario responded with a project to provide speedy, efficient, and reliable service via the Internet

Keywords: Process Improvement - Quality Training

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