Shared Services Canada

Public Sector


As a division of Shared Services Canada, the Canadian Intergovernmental Conference Secretariat (CICS) organizes conferences and calls for high-level government officials. Since these events are usually for ministers, they must include simultaneous interpretation which is provided by the Translation Bureau. During the conference calls, interpreters were experiencing acoustic shock causing hearing impairment for one or more interpreters.


The Translation Bureau hired an audio engineering firm to conduct a remote interpretation quality assessment by analyzing parameters which affect sound quality such as the frequency response, the clarity of the audio, the signal to noise ratio, and the amount of distortion outside of the cut-off frequency. The final source analysis report concluded that Cisco Webex and Jabber were the best tools for CICS to adopt.

LIFTinnovate was engaged to ensure the smooth, organized, and rapid adoption of collaboration tools within the Translation Bureau. LIFT provided communications plans to support the rollout, quick reference guides in both French and English, performance metrics and continuous improvement opportunities


  • Enhanced clarity and performance with 98.6% VoIP connections
  • Decreased phone costs by reducing operator-assisted conference calls by 80%
  • Webex minutes have increased by over 57.58% between January and May 2020
  • Zero new reports of acoustic shock from interpreters despite significant increase in activity since the beginning of the COVID pandemic


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Shared Services Canada is the Canadian Federal Government’s purchasing organization. All Federal divisions, some Provincial and Native Peoples can buy goods and services through SSC. SSC’s clients are government agencies who look to SSC for their knowledge and leveraged contracts. SSC serves more than 150 departments and approximately 400,000 government employees.