Document service quality issues today for tomorrow’s audits. How to use the “eFiles” platform tagging system.

Tags create a confidential record of issues encountered during the preclearance process for periodic internal or external audit. Tags are NOT a communication tool for resolving issues during the live review of the file. In fact, the eFiles platform does not show client tags to the reviewers. Clients must therefore continue to utilize written and verbal correspondences to move files forward and to obtain clarification. Note that there are also tags for instances in which PAAB exceeded expectations.

The next couple of slides provides some background while the fifth and sixth slides contain instructional videos on how to tag a PAAB letter and a phone call respectively.

Neither the tags nor the corresponding content in the “Comments” field are visible to reviewers.

It’s important to specify what triggered your decision to select a tag in the “Comments” field. This context helps the auditor assess the validity of the tag and to determine what steps can be taken to improve client experience in the future.

Aggregated anonymous reports will periodically be made available. A report for all client tags created throughout 2018 is provided in the April 2019 PAAB Newsletter which can be accessed by pressing Ctrl and Clicking Here.

If you have any questions, please email info@paab.ca