Project Fox It

Project Fox It, the ROEB Enquiries Management Transformation Initiative, started in May 2022. The objective of the project is to develop tools to help programs better manage the enquiries they receive from the public. The project aims to deliver the Branch strategies that allow it to be more efficient in it’s management of critical internal resources, more effective in it’s response to the public, while promoting a consistent standard of service across Programs to the public.

Project Context

A key priority of the Branch is to inform Canadians about health risks associated to products, substances and their environment. This includes educating stakeholders on various Canadian regulatory requirements as part of promoting compliance in the market. In order to facilitate this learning, several Programs within the Branch have open channels of communication for the public to make enquiries – requests for information—from Health Canada. The range of the requests vary significantly and depend on factors such as the background of the stakeholder (e.g. the end-user of a product vs. the manufacturer of a product), nature of the request, types of products involved, which Program is being contacted. Ultimately, no matter the enquiry the Branch, and Organization, work to ensure that every enquiry that is received is appropriately responded to with the latest information in a manner that reflects the quality and reputation of the Government of Canada.

It is estimated that the Branch receives more than 10,000 enquiries from the public on an annual basis. These enquiries are received through a variety of communication channels and how they are managed can vary greatly depending on which Program receives the enquiry.

Presently there is no Branch-wide oversight or awareness of how each Program is actively managing enquiries. The lack of understanding prevents the Branch from establishing consistent practices, sharing best practices, and identifying emerging needs and areas from improvement.

Through Project Fox It the Branch will attempt to properly understand how it is currently managing enquiries across it’s various Programs, but more importantly, help Programs collectively innovate and improve on this critical business function.

Project Goals and Methodology

Understanding and Analysis

The first milestone of the project is the completion of a baseline exercise with Programs in the Branch to establish their current state of enquiry management. This phase will be characterized learning from how each Program has adapted it’s approach and resources to meet the need of responding to enquiries.

By comparing the feedback from each Program, the project will attempt to understand, analyze and identify successful strategies that can be shared Branch-wide and also recognize areas that would require additional support to improve. Additionally, the analysis of current state results will encourage and promote co-operation and co-ordination between Programs depending on needs and priorities.