The Société de l’assurance automobile du Québec (SAAQ) admits that it did not expect “so large” queues in front of its service centers in recent days during the transition from its digital systems. However, the situation should return to normal by early April.
In the Montreal region in particular, many, many customers expressed their dissatisfaction with the service provided at several SAAQ service outlets. In some areas, large queues were observed; it was often necessary to wait there for more than two hours.
“We expected people to come back in large numbers, especially since there was a catch-up to be done, but it’s bigger than we had imagined”, admits the company’s spokesperson, Gino Desrosiers, in interview with The Press. He argues that the technical problems that arose at the start for the new SAAQClic platform “probably didn’t help”.
Quebec estimates today that the delay on the transactions which could not be carried out during the transition period will have been caught up in April.
That said, the more people use online services, the faster the crisis will subside, points out Mr. Desrosiers.
“Since deployment, more than 430,000 transactions have taken place at points of service. About 50% of these transactions could have been done online. The SAAQClic client portal is working. Nearly 116,000 transactions have been made there since February 20, ”insists the spokesperson on this subject.
Priority to people with an appointment
For the rest, the SAAQ does not hide that it will give priority to people with an appointment. “For those who do not have an appointment, we will go with the most urgent. The best example is someone who has a photo to take for their driver’s license which expires the next day. Otherwise, we suggest waiting a few days before presenting yourself, if you cannot do it online, ”illustrates Gino Desrosiers on the phone.
Everything will be a question of “changing habits”, according to him. “We are aware that government authentication can be complicated. Not everyone has their notice of assessment number handy. This is often where they will turn to the queues, ”concludes the manager, promising however that the situation will gradually resolve.
PHOTO HUGO-SÉBASTIEN AUBERT, LA PRESSE ARCHIVES
Geneviève Guilbault, Minister of Transport
Thursday, the Minister of Transport, Geneviève Guilbault, said on Twitter to follow the situation closely, revealing in particular that the opening hours of the counters of the SAAQ “will be extended and the identification of customers will be simplified, among other things”.
Remember that this file represents a first major test for Quebec, because the Legault government plans to integrate in 2023 many other ministerial bodies into the Government Authentication Service (SAG), which will eventually replace clicSÉQUR.
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More seniors on public transport?
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One terminal for four million people
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Parking… can be expensive
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