National Service Call Centre

As part of the Department's mandate to provide common services to other government departments and agencies, the call centre was developed in 1998 to handle requests dealing with building operation and maintenance. The NSCC accommodates more than 3,000 points of service across Canada, including 379 Crown-owned buildings, 1,447 leases and numerous residential units.

Operating 24-7, year-round, the NSCC currently fields an average of 1,110 calls daily.

When the NSCC receives a property maintenance request, it sends a dispatch to qualified personnel on location. Acting as the liaison between clients and building maintenance personnel, the NSCC strives to ensure the smooth operation of facility and building maintenance.

In addition to offering a new on-line request form, the NSCC have expanded its portfolio of services even further. Currently, it operates over 10 special-purpose call-in lines that support various departmental initiatives over and above building maintenance and management.

"Our core competency at the NSCC is getting the right information to the right people at the right time, and that hasn't changed."
- Marc Simoneau, Manager of the NSCC

For example, the call centre is home to the Employee Emergency Information Line, where federal employees can call to get clear, accurate and timely information about any emergency situation involving their place of work.

For users, the process is seamless. Workers are given a toll-free number to call in case of an emergency. The system recognizes a caller's area code and automatically generates the designated message for that particular area in the official language of the caller's choice. Employees calling from a location outside their own area code can wait until the end of the pre-recorded message and then have the option of selecting an alternate area code.