A help hotline was installed so that system users could get immediate answers to their questions. This led to improvements in the wording of the questions on the electronic forms as queries arose. Each kiosk is equipped with a phone directly connected to a centre from which calls can be forwarded to the government agencies concerned if necessary because of a specific question.
OSBR is very limited in terms of technology because it originally established an electronic service for clients and officials who were not necessarily computer literate. The rather quick replacement of text mode with software that involved using a mouse was considered a tremendous advance by everyone, which provides some insight into the stress many people felt when facing a computer. The advantage of the kiosks in this regard was that users could get help from government agents or officials of the nonprofit organizations housing the kiosks.
The help hotline was also frequently praised. Each kiosk has a phone with a direct line to an OSBR employee who answers user questions. At present in British Columbia, this can be done by one person. Each opening of a new kiosk brings a fresh wave of questions and problems. Employees throughout the province praise the efforts of this individual who helps them provide better answers to user questions.
The technical support and constant interaction made it possible to continuously improve the program. For example, the training provided was inadequate at the beginning but has been adjusted since. Employees in the field get the impression that their suggestions are being listened to and lead to improvements. The technical support truly is one of OSBR's strong points.