Fully Protected Complaint System (Protected B) for the CHRC

Client: The Canadian Human Rights Commission’s (CHRC) mandate is to ensure that Canadians know about their rights under the Canadian Human Rights Act and to submit a complaint if they believe their rights have been infringed on.

Project summary: Historically, if someone wanted to submit a complaint to the CHRC, it had to be done via fax or over the phone. This frustrated users and led to a huge processing backlog. Naturally in this digital age, the CHRC saw a great opportunity to automate the process by creating a fully-secure complaint form online.

Ngage’s Impact: The CHRC engaged Ngage because of their extensive knowledge of Drupal, and their knowledge of systems integrations like PowerBI and MS Dynamics. The team architected and implemented the entire online complaint system, being mindful of complying with the Government of Canada’s security and privacy requirements, TBS’ web standards and the need to comply with TBS’ WCAG 2.0 standards. The design for the site was done to make interacting with the form easier for Canadians with visual, comprehension and mobility challenges. And the architecture of the site embodied the principles of “no-wrong-door” ensuring that users would always be led to key resources regardless of their situation.

Result: The secure CHRC complaint form was successfully launched and quickly became the main channel for receiving complaints. The CHRC is now crafting the requirements for a 2nd phase in which clients will have their own portal environment to see the status of their complaint.