CPSBC conducted research in 2022 on how its complaint processes are viewed by children, youth, their families and caregivers, and other advocates. The purpose of the research was to consider what changes need to be made to better serve this population’s needs.
CPSBC currently receives more than 1,200 complaints per year from members of the public. Only 1.8% of complaints received are on behalf of children and youth who are under the age of 19, even though they make up approximately 20 per cent of BC’s population.
The consulting firm KPMG was hired to conduct this research, which included interviewing key audiences, a market analysis, journey mapping, and reviewing service methodologies. Following this work, KPMG provided a current state assessment and future state report of the complaints process, and made recommendations for making it more accessible and supportive for children and youth involvement.
CPSBC has begun to implement some of the recommendations from the KPMG report, which are being tracked in this progress report. A child/youth engagement and outreach strategy is also being developed, which will include engaging in user experience testing and facilitating partnerships with local child/youth focused organizations over the coming years.