Changes

<br>

<br>

<p style="float:left; padding-right:10px;">[[Image:Catherine-francis.jpg|150px|link=|Catherine Francis]]</p>

<p style="float:left; padding-right:10px;">[[Image:Patrick_Venier.JPG|150px|link=|Patrick Venier]]</p>

<h3>Catherine Francis</h3>

<h3>Patrick Venier</h3>

<p class="jobtitle"><strong>Director of the Client Feedback Centre of Expertise and the Office of Client Satisfaction, Employment and Social Development Canada</strong></p>

<p class="jobtitle"><strong>Senior Business Analyst, Client Feedback Centre of Expertise, Service Canada</strong></p>

<p>Catherine is the Director of the Client Feedback Centre of Expertise (CF CoE) and the Office for Client Satisfaction (OCS). Her team provides client experience (CX) data on service interactions with Service Canada.</p>

<p>Patrick is an experienced senior business analyst working in the Client Feedback Centre of Expertise, nestled within the Chief Client Experience Office at Employment and Social Development Canada (ESDC).</p>

<p>The CoE is responsible for the design, fieldwork and analysis of CX research projects in collaboration with stakeholders from across the enterprise as reflected in the following activities:

<p>The Client Feedback team is responsible for the design, fieldwork and analysis of Client Experience (CX) research projects. Working in collaboration with colleagues from across the organization, Patrick and his colleagues lead important projects such as Service Canada’s CX Survey, Service channel feedback questionnaires; ESDC’s CX Data Collection Inventory; and other ad-hoc research efforts focused on understanding the service experience of its clients.</p>

<li>Service Canada’s Client Experience (CX) Survey;</li>

<li>Service channel feedback questionnaires;</li>

<li>ESDC’s CX Data Collection Inventory; and</li>

<li>Ad-hoc CX research (for example qualitative CX research projects).</li>

</ul></p>

<p>Originally from Northern Ontario, Catherine has used her skills as a communications specialist in the various roles she has fulfilled within her federal public service career. She has extensive experience in the fields of strategic communications, media relations and public outreach.</p>

<p>Patrick is passionate about improving service performance. His main area of interest is the use of data evidence to inform decision-making. Throughout his career, Patrick has championed service performance management to help drive tailored public service delivery models, aligning them with the ever-evolving needs of its users. Born and raised in Belgium, Patrick began his public service career as researcher before moving to influential roles in service strategy and planning in the Flemish ministry of employment services. He later led as executive secretary a global organization dedicated to improving public employment services delivery. Patrick travelled around the globe learning and sharing insights and best practices on service delivery. His travels eventually led him to Canada, where he decided to join the federal public service. He has contributed his expertise in various service-related roles in the departments of Immigration Refugees, Citizenship Canada and Women and Gender Equality Canada.</p>

<p>Catherine began her career as a research assistant, then policy analyst, through to a senior communications advisor and acting directorships of corporate and strategic communications. Before joining ESDC, Catherine has enjoyed working for the Australia High Commission in Ottawa, the Canadian Coast Guard and most notably, for the majority of her career, with Indigenous Services Canada.</p>

<p>Patrick holds a Master’s degree in Economics from the University of Ghent. Although he still loves making elaborate travel plans, he has also learned to embrace Canadian winters through cross-country skiing. As a devoted soccer dad, he enthusiastically cheers for his son's team, showcasing his unwavering commitment to both family and excellence in equal measure.</p>

 

<p>Catherine worked on implementing communications strategies for several sensitive national public policy issues, including Indigenous Child and Family Services reform and legislation, Missing and Murdered Indigenous Women and Girls inquiry and the Indian Residential School agreement. Through these initiatives, she honed her collaborative work ethic of openness and flexibility to forge consensus and improve outcomes whilst considering a multitude of diverse perspectives in her decision-making.Catherine holds a Master’s degree in Anthropology from Carleton University. Catherine is a huge history buff and enjoys yoga, cross-country skiing and driving her children to hockey arenas around the NCR at all hours of the day (well, maybe the last part not quite so much).</p>

<br>

<br>

<br>

<br>