Service Improvements

We have heard from clients and understand that economic uncertainty has caused and will continue to cause considerable challenges. We strive to be collaborative partners and keep increases at a minimum to keep the safety system operational.

Over the last three years, we have made considerable investments in system and service improvements, increasing efficiencies across the board, and simplifying processes for all clients. As we move forward, we will continue to optimize client services and task our teams to better understand safety behaviours and address unpermitted work – to level the playing field for everyone.

Read more about the improvements we’re committed to below:


Implemented Improvements: 2022-2024

Operational Improvements

Safety oversight is a key pillar of Technical Safety BC, which we continue to invest in over time. We use a combination of physical, in-person assessments and remote assessments to support our mandate. Remote assessments are performed by Safety Officers and allow us to increase our reach and presence, especially in outlying parts of BC. When combined with physical, in-person assessments, remote assessments are useful in detecting areas of high hazards, while helping us improve client experience and reduce our environmental impact.

In 2024 alone, Safety Officers completed 29,823 physical assessments and 19,882 remote assessments. See below for how our assessment and inspection rates have changed over the past 5 years.

Year In-person Assessments Remote Assessments Total Assessments
2020 24,821 20,300 45,121
2021 23,950 28,018 51,968
2022 30,023 26,887 56,910
2023 32,192 22,554 54,746
2024 29,823 19,882 49,705

Assessment rates have also risen, from 45% to over 60% in the past 5 years:

Physical Assessment Rate 2021-2024 (% of Inspections that are in-person)



Execution Rate 2021-2024 (Physical and remote assessments/Assessments requests)


At Technical Safety BC, we utilize a structured resource allocation model (SRA) to prioritize our resources in overseeing the safety system. Risk-based oversight refers to using data and insight tools to find regulated work with a higher chance of safety hazard or risk. The structured resource allocation framework, made up of five drivers, determines how we assess regulated work and equipment.

  1. We use a machine learning model that takes data from past assessments, adds real-time data, and applies the expertise of people and machine learning to predict areas with higher safety risk.
  2. We identify and assess a representative sample of permits in order to draw broader conclusions about risk.
  3. We establish policies that identify areas where our tolerance for risk is low and assess all systems that fall within those policies.
  4. Our safety officers use their expertise, local knowledge, and discretion in determining where hazards may lie.
  5. We gather and address hazard notifications from the public.

To learn more about assessments and inspections, read our annual State of Safety report.


Major Upgrades to Online Services

We have made significant progress in our business transformation program with an upgraded Online Services platform, launching certification and licensing improvements for all technologies with corresponding products. By implementing a state-of-the-art customer relationship management system (CRM) and client portal system, we are improving cybersecurity and the overall safety system experience for our clients. Since launch, certification and licensing client self-serve usage increased from 71% to 77%.

These changes play a significant role in improving overall safety and compliance, delivering efficiencies, and driving client benefits such as:

  • Reducing the average time by over 50% for clients to obtain new or renew existing certificates and licences, specifically for EL & GA clients;

  • Increasing client self-serve capabilities that reduce wait times, including ability for clients to book exams, complete a new licence application, update licence details, and submit payment for more transactions online;

  • Improving notifications – providing clients more timely notifications with more detailed and relevant information; and

  • Increasing certification and licence renewal rates.

We will continue to optimize our Online Services platform to help further reduce wait times and deliver more efficiency for our clients.


Product Improvements

Licensing

We have made improvements and continue to invest in:

  • Reducing average time to obtain new or renew existing licences (processing time for new licensing applications is 7.4 days vs. 15 days previously);

  • Increasing self-serve capabilities such as completing new licence applications and updating licence details; and

  • Reducing need to call client experience for minor account updates.

Certification

We have made improvements and continue to invest in:

  • Reducing wait times for application review;

  • Improving online exam invigilation, allowing for flexible scheduling – remote and home access (new certification applicants can book exams within 1.7 days vs. 5.2 days previously);

  • Improving communication during the application process; and

  • Optimizing frequency and clarity of certification renewal notices.


Client Experience Improvements

The client feedback we receive through client satisfaction surveys (CSAT) and other feedback channels mention increasing client response times and reducing process inefficiency. We have been improving the overall client experience with investments into advancements such as:

  • The client experience chatbot: launched internally in 2024, this chatbot compiles information to provide answers to our agents faster. Our agents estimate that the tool saves around 40 seconds for every question asked, meaning you also get answers faster than ever before. We will continue to improve the capabilities of this chatbot to continue serving our clients in the future.

  • Large language model (LLM): we use a LLM to analyze our call transcriptions and gain insights into why our clients are reaching out. This is used to identify areas of improvement for our products and services, and gain clarity in the information provided to our clients. Also, this tool helps identify training and coaching opportunities for our team to ensure clients are getting the best experience when interacting with our agents.


Client Education and Engagement

We consistently hear from our safety partners that client education is crucial in supporting awareness and understanding of shared safety responsibilities. Our technical expertise and safety knowledge help empower others to make informed decisions.

Since 2022, the Client Education team has delivered hundreds of resources to support clients, including course content, video resources, and in-person presentations on topics such as:

  • Updated code regulation for Electrical and BPVR

  • Common code violations for Electrical and BPVR

  • Electrical education: electrical generators, grounding and bonding, the dangers of live events (arc flash/electric shock), manufactured homes & silver labels, electrical load management, and electric vehicle energy management systems

  • Carbon monoxide education

  • Education on heat pumps for contractors

  • Top non-compliances in the Electrical and Gas industry

We also delivered presentations at town halls for the Recognized Training Provider Program (RTP), the Piping Articulation Trades Meeting for RTP, and the Canada West Ski Areas Association conference on passenger ropeway safety. All were well received by attendees.


Industry Engagement

Collaboration with industry associations is crucial to safety oversight in the safety system. We endeavour to build strong relationships with our key partners, swiftly addressing and managing any issues that arise and hearing what is important to their membership. This effort to be more collaborative helps us create stronger partnerships across the board.

We strive to meet with our key industry partners annually, and as issues arise. In 2024 alone, our team hosted in-depth meetings monthly with industry partners to discuss our corporate strategy, upcoming fees, code regulation updates, industry updates and emerging issues such as fluctuating gas permit volume.


Future Improvements: 2025 and beyond

Addressing the Underground Economy

A critical focus area for TSBC is addressing the underground economy – those who are unlicensed and unpermitted operating outside of the safety system. We will tackle the multi-faceted challenge of identifying unpermitted work and levelling the playing field for all, starting with:

  • Improving our “Find a Licensed Contractor” registry;

  • Gaining a better understanding of unpermitted work sources, pathways, and behaviours;

  • Enhancing reporting channels to identify unpermitted work; and

  • Enhancing compliance and enforcement tools.


Upgrades to Online Services

We have completed the certification and licensing phases of the business transformation program and are well underway for the final phase – permits and assessments, which is expected to be completed in 2027. We will be starting with BPVR permissions, which will support instant delivery of installation permits.

Overall upgrades in the final phase of the business transformation program will offer more control over your permits such as the ability to amend permits after issuance. More CRM capabilities will standardize the information being asked of clients, reducing the likelihood of receiving conflicting information and identifying the right place and time to receive relevant and necessary information.

Expected Upgrades for Permissions:

  • Clearer understanding of BC’s regulated products including where products are located and lifecycles (new, operating, decommissioned);

  • Clearer understanding and communication of what, when, and why collected data is necessary;

  • Clearer understanding and communication of duty holder responsibilities across different types of product interactions (e.g. licensed contractor for installations, asset owners for operating permits) and ability to capture contact information and roles (this was more enabled through previous phases but will be made more useful in this phase);

  • Increased use of data to drive program and process design;

  • Ability to view and manage regulated work centered around a regulated product (e.g. boiler and elevating units, electrical and gas systems) regardless of ownership or location);

  • Ability to view and manage regulated work centered around a location regardless of ownership/companies doing the work;

  • Ability to view and manage regulated work centered around an individual (certified individual) and company (licensed contractor) to understand context and history of work including non-compliances; and

  • More self-serve capabilities.

As the Online Services platform continues to improve, our teams will continue to optimize all products and services for faster client experiences.


Client Experience

Reflecting on our most prevalent client feedback, we will continue to improve our client’s experience by reducing client response times and reducing process inefficiency. Here are some of the future improvements expected:

  • Improved Customer Relationship Management tools (CRM): stronger CRM capabilities provide more clarity around client interaction history, which helps our agents pick up from where you left off rather than starting from square one.

  • Increased client account visibility: our agents will have increased visibility into your account so they can provide optimal support during your interactions with us. They can even highlight other potential updates required for your account.

  • Lower barriers to providing feedback: by offering transactional surveys at the point of interacting with us, we receive better data to improve your experience.

  • Permit estimator tool: allows you to provide your clients with estimates on permit costs without having to go through the full permit application process.


Client Education

We understand that investing in client education is important to our clients. We are evolving our client education program to deliver more comprehensive, on-demand support across our full range of products and services. By leveraging client data and usage insights, we will tailor educational content to individual needs and deliver it through intuitive, self-serve formats embedded within the client journey and onboarding experience.

This investment will allow us to provide a more seamless, personalized learning experience that aligns with evolving client needs and industry expectations. By expanding our collaboration with partner associations and prioritizing relevant, real-time topics, we aim to empower clients with the knowledge they need to navigate complex requirements confidently and effectively. These enhancements reflect our continued commitment to client success through education that is accessible, frictionless, and impactful.


Industry Engagement

We know that building relationships with safety partners is crucial to maintaining the safety system. These industry relationships are critical in the work that we do. We will further invest in our partner associations by:

  • Enhancing digital engagement channels and tools;

  • Increasing opportunities for ongoing engagement, collaboration and client feedback;

  • Improving measurements for client satisfaction; and

  • Investing in client discovery and bringing forth the voice of client.


We value your feedback and want to hear from you. We invite you to participate in our fee consultation by July 4.

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