Government of Canada Channel Used First When Gathering Information

The above bar graph shows the Government of Canada channel used first at each stage of the client journey. The results are as follows:

During the Aware/Gath Information stage:

• Online: 66 percent used the online channel first
• Service Canada Centre: 27 percent
• EI Call Centre: 5 percent
• 1-800 number: 2 percent

During the Apply/Submit Application stage:

• *All applications are submitted online: 72 percent completed the application somewhere other than a Service Canada Centre.
• Three in ten clients need help at this stage. Of those needing help, 52 percent used a Service Canada Centre and 14 percent used the EI call centre.

During the Follow-up about application stage:

• Online: 52 percent used the online channel
• Service Canada Centre: 15 percent
• EI Call Centre: 25 percent

1-800 number: zero percent

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