SAAQclic: Former CEO Denis Marsolais’s confidence in the IT VP has been shaken

The former CEO of the Société de l’assurance automobile du Québec (SAAQ) saw his confidence in his IT boss “seriously erode” following the failed launch of the SAAQclic platform, despite his promises to quickly remedy the situation. 

Denis Marsolais spoke on Friday about the first weeks of the crisis that followed the deployment of the new interface in February 2023. He was the one who found himself at the forefront “defending his organization” in the media. 

He then relied on the words of his vice-president of information technology (IT), Karl Malenfant. Marsolais gave the example of a radio interview with host Paul Arcand at the beginning of the crisis.

“I told him: ‘Don’t worry, Arcand, I’m told that the problems (with) the software will be resolved within two to three months.'”

“Again, I’m not making this up. I’m not the expert. I’ve been told that the problems will be resolved within three months,” Marsolais told the Gallant Commission. 

“Who told you that?” asked Commissioner Denis Gallant. Malenfant, replied the former CEO.  

” Malenfant, he’s boasting about the seventh wonder of the world and you end up with a patent that doesn’t work,” the commissioner said. 

Did he still have confidence in his VP of IT, when there were endless queues in front of branches and people weren’t adhering to the platform, Gallant continued. 

“Things are starting to seriously crumble,” Marsolais acknowledged. However, in the weeks and days leading up to the launch of SAAQclic, he said he was confident.  

“Everyone was not only confident, but agreed to deploy it and that we were ready for deployment. So, I relied on the experts around the table,” he said. 

Marsolais suggested that he ultimately felt betrayed by Malenfant. 

“Throughout my career, I’ve always had associate deputy ministers and vice-presidents in my inner circle. I’ve always trusted those people. They’ve always been loyal to me. They’ve never betrayed my trust. Today, I have to tell you that I think I’ve experienced the rule that there’s an exception to the rule,” he said. 

Marsolais left his position as CEO of the SAAQ in April 2023, and is now president of the Office de la protection du consommateur.

–This report by La Presse Canadienne was translated by CityNews