Business Transformation

Improving Engagement with Licensees and Certified Individuals

The first phase of our business transformation focused on implementing a Client Relationship Management (CRM) system for our Certification and Licensing products. The CRM allows us to track the status of a client’s licence or certification, and act if they become non-compliant. This year we improved our licensing renewal efforts — which focus on re-engaging organizations whose licences have lapsed — exceeding expectations and surpassing our target by 17%.

Work also continued to improve certification retention among clients. While these initiatives made measurable progress, results ultimately fell slightly short of the annual target by 3%. Despite this gap, the work provided valuable insight into client behavior and highlighted opportunities to improve engagement strategies moving forward.

Learning From Challenges

In August, we released a new client portal for permits and assessments that unfortunately did not provide an acceptable experience for many clients. This upgrade to Online Services created significant challenges for clients and our organization as we sought to support them. Efforts since August have focused on stabilizing the platform, improving the client experience, and continuing to serve our clients through our frontline teams. Although the disruption created operational challenges, the experience also provided valuable lessons about system upgrades at this scale, and will inform how future upgrades are planned, tested, and implemented to reduce disruption and improve overall reliability. We thank our clients for their patience and feedback during this process.

Streamlining the Permitting Experience

Despite challenges faced in August, we also made progress on modernizing the Online Services experience for permit transactions. This work represents an important step in this multiyear project by aligning how clients navigate and interact with permitting services, building on previous upgrades made to the licensing and certification experiences.

This year, we focused on technologies regulated under boilers, pressure vessels, and refrigeration (BPVR). We completed key design and development milestones, including the creation of detailed client journey maps. These maps provide a clearer understanding of how clients interact with the permissions process and help us identify opportunities to streamline steps, reduce friction, and improve overall usability.

While the project made meaningful progress, the planned launch of the first phase was deferred to incorporate learnings from the portal upgrade and to account for the complexity involved in building a new system capable of supporting multiple technologies and regulatory requirements. The extension will help to ensure the system is built on a stable foundation while also preparing for future expansion across other technologies.