Client Services In 2017, RECO launched a new Client Services department, a single contact point with specially– trained staff to address most inquiries on-the-spot. From the department’s launch in September 2017 to year-end in December, Client Services managed more than 52,000 inquiries. Walk-in 371 Fax 1,949 Email 14,228 Phone call 35,965 Total Inquiries Received (September–December 2017) Total: 52,513 RECO’s New Service Standards Report Card In October 2017, RECO introduced a report card that outlines the levels of service consumers and registrants can expect, and how we are meeting those standards. This report card is already helping us by tracking the impact of the changes we’ve made, measuring our success, and providing the public with regular updates on our progress. We’re proud of the achievements we’ve made this past year, but our work isn’t finished. As we remain committed to transparency and accountability, we will continue to report RECO’s service standards in 2018, and enhance them. View the 2017 Service Standards Report Card on the next page and other report cards here: Since Client Services’ launch, two key RECO service levels have improved significantly: Wait times when visiting RECO's office in-person have decreased by 50 per cent; and Wait times when contacting RECO by phone are down 54 per cent. 28/ RECO 2017 ANNUAL REPORT/BY THE NUMBERS