Over half of the IT projects at the Société de l’assurance automobile du Québec (SAAQ) are delayed, following leadership changes and widespread technological issues. Caroline Foldes-Busque, recently appointed head of digital experience, acknowledged significant setbacks in IT commitments. The Auditor General criticized project leaders for misleading stakeholders about delays and cost overruns, projected to reach $1.1 billion by 2027. Key figures in the SAAQclic project have faced scrutiny, leading to several high-profile departures and appointments within the organization.
Delayed IT Projects at the SAAQ: A Year of Setbacks
Over half of the IT initiatives at the Société de l’assurance automobile du Québec (SAAQ) are currently behind schedule, just a year after an architect from the SAAQclic project ascended to lead digital management. Recent reports indicate that technological issues have become “widespread,” affecting all infrastructure projects within the organization.
Concerns have been raised about outdated computer systems and servers that remain unreplaced, resulting in further delays, including the ongoing CASA project associated with SAAQclic. Information from our Parliamentary Office has revealed that key figures involved in the SAAQclic challenges were promoted last year, raising eyebrows within the organization.
Leadership Changes Amidst IT Challenges
In January 2024, Caroline Foldes-Busque was appointed as the head of the vice-presidency of digital experience at the SAAQ, a decision that surprised many. Previously, she was the principal director of the SAAQclic initiative, which faced significant scrutiny from the Auditor General of Quebec. Under her guidance, it has been reported that 50% of IT commitments are currently delayed, a statistic she acknowledged in the 2024 year-end results.
In a recent message to employees, she stated, “You will be invited to participate in an exercise to identify the root causes of these delivery delays through structured workshops.” Sources suggest that the former director introduced an “agile” methodology from SAAQclic to all projects, leading to issues that spread rapidly throughout the organization.
Tracking the progress of IT projects at the SAAQ has proven challenging, as updates are not available on the government’s technological project dashboard. The past collaboration between Foldes-Busque and former vice-president Karl Malenfant at Hydro-Québec, where they also faced a failed digital transformation, raises questions about the efficacy of their methods in the current context.
Last week, the Auditor General of Quebec criticized the project leaders for misleading senior management, the board, and the government regarding project delays and cost overruns, which are projected to reach $1.1 billion by 2027.
Media relations coordinator Gino Desrosiers stated that Foldes-Busque’s appointment followed a thorough recruitment process led by an external firm. Former board president Konrad Sioui emphasized the reliance on the information provided by operations management, highlighting the need for transparency moving forward. Sioui has expressed his willingness to cooperate with any investigations or parliamentary inquiries to shed light on the matter.
Key Figures in the SAAQclic Fiasco
- Denis Marsolais, the former CEO of the SAAQ, was dismissed due to the SAAQclic debacle and was appointed president of the Office of Consumer Protection in February 2024.
- Karl Malenfant, vice-president of digital experience and responsible for the CASA project, retired peacefully in January 2024, over a year after the issues emerged.
- Caroline Foldes-Busque was promoted to vice-president of digital experience in January 2024, following the retirement of her mentor.
- Michel Dumas, head of Alliance LGS, which developed the CASA system for a substantial investment, was appointed vice-president of the Commission on Standards, Equity, Health, and Occupational Safety by the Legault government in November 2024.
- Konrad Sioui, chairman of the board, was replaced a year prior to the conclusion of his five-year term.