Description

GC Contact Centre Service (GCCS) provides Shared Services Canada (SSC) customer departments with technology to allow internal/external clients and stakeholders to access Government of Canada (GC) information and services. Contact centres are vital for Canadians and their businesses to access information, services and support from GC departments and agencies in areas such as taxes, social services and benefits, immigration and regulatory obligations.

Why a privacy impact assessment (PIA) was completed

ECCS-R is a vendor-supported solution, requiring Rogers to collect and store personal information on behalf of the GC. While administrative decisions specific to the technology are limited, personal information captured in call detail records (such as telephone numbers) may be used to reconcile billing and invoicing.

Additional information

This PIA identified required changes to the associated Personal Information Bank (PIB). Updates to the PIB have been submitted to the Treasury Board Secretariat.

In addition, as part of the PIA process, a privacy notice statement compliant to the Directive on Privacy Practices was developed.

Related PIBs

Toll Free Voice Services Class of Record SSC TS 403

Contact Centre Information Personal Information Bank SSC PCU 050