Citizenship and Immigration Canada – Management Response and Action Plan
to the November 2010 Report of the Office of the Auditor General of Canada
Chapter 3 – Service Delivery
As of November 19, 2010

OAG Recommendation and Departmental Action Plan

November 2010 Auditor General Report
Chapter 3 – Service Delivery

Recommendation	Management Response	Action Item	Target Date	Status
Citizenship and Immigration Canada should Ensure that all channels of communication with clients provide consistent information on the time it takes to process applications for citizenship and requests for citizenship certificates.	Work is underway and will continue to ensure that applicants for citizenship and for citizenship certificates receive consistent messaging on processing times.  Changes to citizenship acknowledgement letters were made in May 2010 as part of an IT system (Global Case Management System) upgrade that included modifications to Citizenship module and roll out to the International Region program.  Processing times that quickly became outdated have been removed from the letters, and the letters now refer clients to the Department’s website for processing times.   Standardizing the remaining channels of communication will be finalized in September 2010.	Update the website with information on processing times.  Continue to update every quarter with processing times from quarterly reports.	September 2010	Completed
Establish and communicate a comprehensive set of service standards for all key services it delivers.	The Department is committed to implementing service standards as they will enhance the Department’s accountability to the public and allow it to measure its performance.  The long-term goal is to have service standards in place for all key lines of business.  With the benefit of lessons learned on the implementation of Phase I and input received from clients, the Department is assessing business lines for Phase II in order to implement these additional service standards by 1 April 2011.	Assessment of potential business lines for Phase II.	Fall 2010 and Winter 2011
		Launch selected  business lines for Phase II.	April 2011
		Assessment of potential business lines for Phase III.	Fall 2011 and Winter 2012
		Launch selected  business lines for Phase III.	April 2012
Monitor and report on its service performance against service standards.	The Department plans to monitor its progress on meeting these standards quarterly.  At the end of each fiscal year, the Department will report on that progress externally.	Report externally on Phase I	Spring 2011
		Report externally on Phase I & Phase II.	Spring 2012
		Report externally on Phase I, Phase II & III.	Spring 2013 and on-going annually.
Collect and analyze client feedback and complaints to identify systemic service issues.	The Department initiated a Client Feedback Mechanism project in 2009. A client satisfaction survey will be administered in 2010-11. An action plan to improve ongoing collection and analysis of clients’ feedback will be implemented by spring 2012.	Assessment of various options to improve collection and analysis of complaints from clients on service delivery.	Fall 2010 and Winter 2011
		Finalize the development of a client satisfaction survey.	Fall 2010
		Administer the survey.	Winter 2011
		Analyse the results of the survey.	Spring 2011
		Develop an action plan to improve collection and analysis of feedback and complaints from clients on service delivery.	Spring and Summer 2011
		Present recommendations to senior management.	Fall 2011 and Winter 2012
		Implementation of the action plan.	Spring 2012