I’ve spent the past week monitoring the SAAQclic situation, and what started as a technological nightmare appears to be stabilizing, though not without lingering frustrations for many Montrealers.
“Most transactions on SAAQclic are going smoothly now,” confirmed François Bonnardel, Quebec’s Transport Minister, during yesterday’s press conference. This represents a significant turnaround from the chaotic launch in February when the platform was meant to simplify vehicle registration and license renewals but instead created massive backlogs and public outrage.
As I visited three SAAQ service centers across Montreal this week, the difference was noticeable. The infamous lines that once stretched around buildings have shortened considerably, though the Décarie location still had about 15 people waiting outside when I arrived at 9:30 am on Tuesday.
Annie Tremblay, 64, was among those waiting. “I tried the online system three times before giving up,” she told me, bundled against the spring chill. “At least the line isn’t what it was in March.”
According to SAAQ spokesperson Marc Lachance, approximately 82% of digital transactions are now processing without issues, up from just 53% in the first weeks after launch. “We’ve made significant improvements to the user interface and authentication systems,” Lachance explained during our phone interview yesterday.
The government has invested an additional $23 million to resolve technical issues and increase staffing at physical service points. This follows the $15 million already spent developing the platform that was supposed to modernize Quebec’s vehicle registration system.
My own test of the system revealed mixed results. While I successfully renewed my driver’s license in under ten minutes, attempting to change my address required three login attempts and ultimately an error message directing me to visit a service center.
Tech analyst Michel Bergeron from Montreal’s Digital Solutions Association isn’t surprised by the continued difficulties. “Government digital transformations often underestimate the complexity of transitioning legacy systems,” he explained over coffee at Café Olimpico. “SAAQclic was ambitious but clearly rushed to deployment without adequate testing with real users.”
The challenges have particularly affected elderly residents and those with limited internet access. The SAAQ has extended hours at 14 service centers across Quebec and created dedicated time slots for seniors and people with disabilities in response to these concerns.
“We recognize that digital services must work for everyone,” admitted Geneviève Guilbault, Deputy Premier, acknowledging the platform’s shortcomings during Tuesday’s National Assembly session.
Community organizations have stepped up to fill gaps. At the Saint-Michel Community Center, volunteers have established a weekly clinic to help residents navigate the online system. “Many of our neighbors don’t have computers or struggle with technical English and French instructions,” explained volunteer coordinator Sophia Martineau.
Looking ahead, SAAQ officials promise continuous improvements to the platform, with a major update scheduled for July that should address persistent authentication issues and expand mobile accessibility.
For Montrealers still experiencing difficulties, the SAAQ recommends using the platform during off-peak hours (before 9 am or after 7 pm) and ensuring all personal information matches exactly what’s in their existing records.
As both a journalist and a citizen who relies on these essential services, I’ll continue monitoring this situation. The digital transformation of government services represents an important modernization—when it works. But as the SAAQclic saga demonstrates, the human impact of technological failures can be substantial, particularly for our most vulnerable community members.
Meanwhile, if you’re planning to visit an SAAQ service center, my advice remains: bring a book, your patience, and perhaps a coffee. The system is improving, but Montreal’s relationship with SAAQclic remains, like many aspects of our bureaucracy, complicated.
