I would like to provide an update on a service which has had a positive impact on our service to the public. Since July, many motor registration customers have noticed that, instead of receiving an automated call service when they call one of our offices, they get a real person answering their call. Needless to say, we hear comments such as, "I never expected such a quick response, or a live person" which proves this has been a success story.

This new telephone system for motor registration brings things back to basics. Our number one complaint used to be the difficulty people had in navigating our automated call system or not being able to get through to anyone.

This decision has made a world of difference for not only our customers but also our staff. Our regional staff are able to concentrate more on the customer they have at the counter rather than divide their attention between the counter and the phone. We pride ourselves on providing quality customer service and this telephone service has certainly helped improve the motor registration experience.

Since July, the teleservice has answered over 53,000 calls, with 87 per cent of requests being completed by the phone agent directly. There are some calls which still need to be transferred to specific program areas but we are seeking ways to improve this and other issues associated with the service.

On average, the motor registration division processes nearly 1.5 million transactions a year, including serving approximately 300,000 customers directly over the counter at offices throughout the province. Many people call first before coming to one of our offices so the teleservice is of great benefit in determining how we can provide the right service to best meet their needs.

We also have a new, toll-free number for citizens, 1-877-636-6867. Or they can continue to call their local/regional motor registration numbers listed in the phone book as these have been automatically rerouted to the teleservice system.

The teleservice has proven to be a tremendous initiative and it demonstrates that we are willing to buck the trend in order to put our customers first.