First steps to take in the event of a separation: follow the guide!

In an effort to simplify the way you find information and the steps to take in the event of a separation, Retraite Québec grouped all the key information regarding that life event under the "Separation" tab, at the top of its website's homepage. Therefore, you only need to follow the guide to find out what to do and who to notify of your separation. You will find accurate information tailored to your needs.

This new way of presenting information is the result of significant work. We consulted clients to better understand their expectations, and we tested the new informational content on the subject. We were also able to count on competent and mobilized employees who are committed to delivering service that meets our clients' expectations.

Let's discuss this initiative with one of the people behind it, Mr. Marc Dussault, director of the optimization of processes at Retraite Québec.

What lead Retraite Québec to review the way the online content regarding separation is presented?

In recent years, Retraite Québec has committed to bettering its clients' experience. We would like to reduce the effort required from our clients, fostering their autonomy and maintaining their trust. To reach that goal, we have implemented our Programme de transformation – Expérience client (Transformation program – Client experience; French only), for which one of the big initiatives is the Parcours client. It is designed to revise all the steps a client must take when facing various life events, as well as each of the required interactions with our organization. The goal is to simplify and personalize the administrative procedure for clients based on their preferences, situation and needs.

In 2018, Retraite Québec's Direction de l'innovation et de la culture client started analyzing the steps a client who is undergoing a separation must take. That analysis brought to light how complex it is for clients to find information regarding the steps to take in such a context. As a result, improvements were carried out to offer simplified and more personalized online content.

The scope of the initiative included, among other things, that we:

• provide a new online section grouping all the information regarding separation
• simplify the instructions entered on the forms to make them more succinct
• make the titles more explicit so that clients can easily recognize the right form to complete.

How does Retraite Québec ensure that this new way of presenting information about separation meets the clients' expectations?

To ensure we are meeting our goals through this initiative, we implemented focus groups. Through a discussion group, we were able to obtain the opinion of citizens on how they view our organization, as well as the desired improvements for the website and forms. These focus groups contributed to better understand the clients' expectations and guide our priorities.

Since we also had maquettes of the new online section about separation, we were able to test and improve our ideas regarding the presentation of the information. Based on the comments we received, we have studied and adapted or changed several elements.

Retraite Québec is committed to placing its clients at the top of its priorities. It is therefore paramount we remain attentive to our clients and to make the necessary changes to provide a simple, personalized and humane client experience.

What can we expect when navigating the Separation section of Retraite Québec's website?

Clients can expect to find all the important information regarding that life event.

This simplified guide is intended to answer questions regarding Family Allowance, partition of pension plans and retirement savings, in a context of separation, according to the specific situation of each person. Clients will be able to:

• understand the steps to take regarding Family Allowance and the custody of children
• determine which parent must file an application for a change of conjugal status or an application for Family Allowance, depending on the type of custody. A tool can also allow you to estimate custody time for the children, which is too often puzzling for clients
• understand the steps to take regarding the partition of benefits accrued under a pension plan
• understand the definition of spouse and the different types of unions
• ask for the estimate the value of pension plans for the purposes of partition
• and much more!

Retraite Québec is a partner of your financial security from birth to retirement. Separation, like other life events, requires for steps to be taken with us. If you are undergoing a separation, we hope to make your life easier with this dynamic and simplified guide now available on our website.