National Information Service

Description of program/activity

The Parks Canada National Information Service (NIS) Call Centre provides Canadians with support related to reservations, technical issues, and general inquiries about national parks, national historic sites, and national marine conservation areas. Services include modifying reservations, resolving issues with online systems, and providing information about park access, fees, services, and seasonal programs.

Overview and PIA Initiation

This Privacy Impact Assessment (PIA) was initiated in anticipation of the replacement of the current call centre software with a new cloud based Customer Contact Center (CCC) system scheduled for implementation in November 2025. While a separate PIA was completed by Shared Services Canada (SSC) for the CCC system itself, this assessment examines all other NIS activities and supporting tools that involve the collection, use, retention, and disclosure of personal information.

The PIA evaluates compliance with applicable privacy legislation and Treasury Board policies and identifies privacy risks linked to NIS operations, including client interactions by phone and email, callback ticketing through JIRA, fulfillment of Visitor Guide requests, and refund processing for Discovery Pass holders.

Summary of analysis and recommendations

The PIA identified several low residual privacy risks requiring ongoing monitoring. These risks relate to the handling of personal information during customer interactions, data retained across supporting systems, information shared with internal experts or external service providers for follow up, and anticipated features of the new CCC system (e.g., call recordings and AI generated transcripts).

Mitigation measures, such as improved retention and disposal practices, role based access controls, secure transmission procedures, and ongoing oversight of contractor compliance are documented in the PIA.

More information

The Privacy Impact Assessment (PIA) identified low risks that require continued mitigation to manage exposure to privacy risk. As such, mitigation measures have been documented in the PIA to address all revealed risks.

In order to have access to the full PIA, please submit a formal request at the following link: Access to Information and Privacy (ATIP) Online Request (apps.gc.ca)