SAAQ's Digital Transformation | Foreign students struggle to access services

Long lines outside Société de l’assurance automobile du Québec (SAAQ) offices have disappeared, but its digital transformation continues to cause headaches. Foreign students complain that it is difficult, if not impossible, to get an appointment to get a driver’s license.

Published at 12:00 am.

What is there to know?

SAAQ imposes a RAMQ card to access its SAAQclic service from its digital conversion.

Foreign students without a RAMQ card report difficulty in getting an appointment.

Overall, the company says the situation is back to normal in most of its locations, with wait times already reduced by a few weeks.

Patient Biyai was one of those who bore the brunt of the change in internal practice at SAAQ in recent months. The SAAQclic system works with a card from the Régie de l’assurance maladie du Québec (RAMQ), to which the majority of Quebecers are repatriated. Ultimately, the appointment for the practical exam should be made over the phone or at the service center.

Earlier, when we had needs, we went to a dedicated center, they took names from a list and we had a specific appointment day. It was the only way we could get a date, but it worked out great.

The patient is Piyai

A few weeks ago, Mr. While Piyai was taking his practical driving test, an employee informed him that the service was not available.

“This person gave me several numbers to contact, which I did. But everywhere we call, we are simply referred to as SAAQclic or given a different number. In the end, we go from exile to exile without a chance to get a real solution or talk to someone who can help us.” says the Congolese student, who says he is “stuck and out of options”.

His case is not unique. Other foreign students, who wished to remain anonymous due to professional concerns, were contacted Pres In this case the last few weeks. Some argue that since SAAQ’s digital transformation, “it’s like we’re in a blur of services.” Mr. Biayi, above all, hopes that the right steps will be taken soon to restart the service or at least, “respond. [ses] Questions “.

A form to “facilitate access”.

SAAQ spokesman Gino Desrosiers says the company “has not stopped helping these customers”, but instead, “it has implemented new ways aimed at facilitating access to the service”.

In March, when the difficult transition from SAAQclic began, a web form was put online to quickly approve a newbie’s driving experience. According to SAAQ, the tool should “ensure better management of appointments” and allow users to “contact us by phone during business hours”, Mr. Desrosiers affirms.

This form is still online on the SAAQ website. Later, the society “contacts the customer to arrange an appointment at the service center to examine his eligibility for permit transfer,” said Mr. Desrosiers says. If not eligible, the person “will be given an appointment for a theory test,” he adds.

Mr. Desrosiers acknowledges that improvements must be made. “A reminder of the instructions will be done at the service centers to ensure that these customers can get an appointment,” he specifically confirms.

“For phone service, interactive voice response (IVR) will be clarified to ease the customer journey. In this sense, we will add details, especially regarding the phone options used on our website,” continues Gino Desrosiers.

Back to normal?

The situation also seems to be “back to normal” at most SAAQ service stations where queues have been increasing for months due to digital transformation. At most branches, “it’s possible to get an appointment within 10 days or less, which is faster than our service report commitment to customers of 20 days,” supports the company.

Almost 80% of customers are served within 30 minutes or less, which is also consistent with this commitment.

On the phone, waiting times are “improving, especially for calls to the Citizen Portal line”. In August, the number of incoming calls appears to have returned significantly to last year’s level, averaging 14,000 calls per day. “We’re close to the two-business-day processing goal,” Mr. Desrosiers explains.

In Greater Montreal, however, there are difficulties. For mainland France alone, almost half of customers receive an appointment within 20 days, and the other half within 30 days on average. Approximately 62% of customers are served within 30 minutes or less.

However, Transport Minister Genevieve Guilbault’s office says it is “hopeful” that the situation in Montreal will improve as “all measures are taken, including the re-use of the photo for driver’s licenses”.