J.D. Beaton, Esq. -2-

distant point of Origin. In progressing these matters the

local station agent has become limited to the position of an
intermediary.

Under existing conditions, the continued immobility
of railway agents curtails their effectiveness. It has been
necessary to withdraw from a number of locations where localized
traffic density and sales potential no longer warrant or support
the maintenance of AP agency. Such action has, unfortunately,

resulted in some reduction oL© services and loss of customer
contact at the points affected,

Within the program to adapt to modern trends to the
betterment of our competitive position in the transportation
field, Canadian Pacific has implemented a comprehensive data
Processing system. This System has provided the ability to
centralize, at strategic and interconnected points, the func-
tions of accounting, customer billing, and car movement informa~

tion. This has in turn made possible the development of a
plan for expanded customer service.

Canadian Pacific Limited and The Esquimalt and
Nanaimo Railway Company therefore propose to establish a
Customer Service Centre at Vancouver, British Columbia, wnich
will be in operation seven days a week, equipped with data
processing machines and staff to rrovide customer service for
the Vancouver Division and the Esusimalt and Nenaizo Division,
to perform wayoilling aad mechunical data processing reporting,
to operate the accounting and car control systems and to handle

or direct to appropriate offices, marketing and sales, passenger
and CP Transport inquiries.

CP Air has now, and CP Telecommunications will, with
the implementation of CSC, provide their own toll free Zenith

numbers for customers to call for related air and telecommunica~
tions inquiries.
‘

‘A telephone switchboard will be operated twenty-four
hours a day, seven days a week. Customers located on the
Esquimalt and Nanaimo Division will use a toll free Zenith
number to call the Customer Service Centre. Customers located

On the Vancouver Division will use the existing toll free dial-
ing facilities, ,

In brief, the salient features in respect of this
proposed Centre are as folloys: