SAAQclic Generally Functions, Affirms High-Ranking Officer
Here's a fresh take on the situation:
In the aftermath of a bumpy start, Quebec's SAAQclic platform, a crucial part of the automobile insurance board's digital transformation, is now functioning in the majority of cases, according to Martin Simard, the Vice-President of Finance and Administration at the Societé de l'assurance automobile du Québec (SAAQ). However, the platform's earlier stumbles have left a lasting impact on public trust.
On Wednesday, during the third day of the Gallant Commission, Simard defended the new IT system, pointing out that it has allowed millions of people to access services despite occasional hiccups. He acknowledged the damage caused by the initial failures but emphasized that the bulk of issues have been resolved.
The platform's rocky launch in February 2023 resulted in extensive lineups at SAAQ branches, as service reductions were necessary to migrate billions of records from the old system. However, Simard stated that the system is operational now, and the organization is in a vastly improved position compared to the beginning of 2023.
The digital transformation was a necessity to cater to the growing clientele due to the ever-increasing number of vehicles and clients, Simard explained. He also highlighted the aged nature of the previous systems as a key reason for moving forward with the overhaul.
Simard also mentioned that several external parties were involved in overseeing the project. Three firms were brought in to review the bidding process and monitor the IT project known as CASA (Carrefour des services d'affaires), which includes SAAQclic. Despite concerns over accountability raised in Quebec's auditor general's report, Simard emphasized that the project was not handled in isolation.
The commission, investigating the troubled tech overhaul at the SAAQ, has come under renewed scrutiny due to a new conflict of interest. The Parti Québécois raised concerns about Robert Pigeon, the commission's chief investigator, receiving a sole-sourced government contract in 2022 to provide strategic advice to both the current and former public security ministers, Geneviève Guilbault and François Bonnardel.
While the SAAQclic debacle has cast a shadow over the CAQ ministers, questions about potential conflicts of interest have also surfaced surrounding Judge Gallant, the commission's leader. Opposition parties have expressed concerns about his impartiality due to past ties with Treasury Board President Sonia LeBel and connections between lead investigator Robert Pigeon and LeBel's spouse, a former Sûreté du Québec officer.
This article was first published in English on May 1, 2025.
Enrichment Insights:- The SAAQclic platform, despite functional improvements, remains under investigation for cost overruns and management practices.- As of May 2025, the platform's operational issues have reduced significantly, but some project phases are still on hold without clear deadlines.- The digital shift's costs have escalated to an estimated $1.1 billion by 2027, nearly $500 million over budget.- A public inquiry led by Commissioner Denis Gallant is scrutinizing the causes of failures, accountability, and transparency regarding the SAAQ’s leadership and government departments' awareness of issues identified in the Auditor General’s report.
- Following various issues in its initial launch, Simon, Vice-President of Finance and Administration at SAAQ, has announced that the technology-driven SAAQclic platform, a key part of the automobile insurance board's business, is now operational in most cases.
- More than two years since its launch in February 2023, SAAQclic has caused substantial damage to public trust due to occasional hiccups and extensive lineups at insurance branches, impacted by the migration of billions of records from the old system.
- To ensure the success of its digital transformation, SAAQ enlisted the help of three firms to oversee and monitor the IT project known as CASA (Carrefour des services d'affaires), which includes SAAQclic.
- As the cost of the digital transformation escalates to an estimated $1.1 billion by 2027, almost $500 million over budget, the project is facing scrutiny from a public inquiry led by Commissioner Denis Gallant, who is investigating cost overruns, management practices, accountability, and transparency regarding SAAQ’s leadership and government departments' awareness of issues identified in the Auditor General’s report.
