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Canadian Consumer Information Gateway
Institution: Industry Canada, Office of Consumer Affairs
Theme: Knowledge Management in Government, Citizen Engagement
Implementation Date: Oct 08, 2005
Summary: With information from more than 450 governments and NGO partners, the Canadian Consumer Information Gateway is Canada’s most extensive online source of inter-jurisdictional information for consumers.

Owing to a pioneering approach to multi-jurisdictional partnership, consumers can cut across federal/provincial/territorial boundaries to access more than 7,000 programmes, services and subjects from more than 450 governmental and NGO partners through a single window.

The most powerful tool on the Gateway is the Complaint Courier, a bold transformation of the way in which government agencies handle consumer complaints.

This tool teaches consumers the proper steps to lodging a complaint with a business, links them to relevant information and connects them instantly to the appropriate agency.

Equally as important in the world’s second largest country – spanning six time zones – is the fact that service to consumers is offered 24 hours a day, 365 days a year, regardless of location.

The Canadian Consumer Information Gateway is the winner of the United Nations Public Service Award in the category of e-government.
Impact: The Web portal provides a menu of relevant topics, access to timely highlights, and tools to help consumers to save time and money and better protect themselves from fraud and deception.

The number of complaints filed has decreased since the arrival of Complaint Courrier. As catalysts for an unprecedented level of partnership and accessibility, the Gateway and Complaint Courrier have led the way towards an aggressive service transformation agenda.

The result will be a more cohesive, systematic and comprehensive service offering for consumers.
Source: Industry Canada
Project Home URL: http://strategis.ic.gc.ca/epic/Internet/inoca-bc.nsf/en/ca02136e.html

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