Health Canada Atlantic Division

Challenge
Customer service (internal and external) was determined by senior man- agement as a critical gap within the organization. The organization wanted all internal functions to adopt customer service relationship management as a core imperative for enhancing the quality of the service and relation- ship with both internal and external clients.

Action
Using Howatt HR CRM model, an applied research design model was used to frame and develop a CRM model for Health Canada that included the structure, competencies and values, on-boarding tools for employees, training, and development.

Solution
The launch and implementation of the new Health Canada CRM program.