Interventions in Committee
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Robert Orr
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Robert Orr
2016-12-08 15:30
Thank you, Mr. Chair, for this opportunity to address this committee.
I can say right from the start that the subject of this study is something that Immigration, Refugees and Citizenship Canada takes very seriously. Indeed, it is one where the minister is determined to make considerable headway.
Over the last number of years, the department has made significant strides in laying the groundwork for a modernized client experience that maintains the integrity of our immigration system.
To this end, we have implemented a global case management system for almost all of our major lines of business. Building on this system capacity, we've improved the flexibility of our processing network. We can now shift less complex client applications from temporarily overloaded offices to those with the available capacity to help out. Among other things, this approach has helped us deal with an enormous increase of more than 40% in applications for temporary residence over the past few years.
We have also put in place across the world a visa application centre network—132 centres in 94 countries—to support those clients who want personalized help in filling out their forms. As an example of the results, today a client in Beijing who wants to visit Canada can go to a local visa application centre and get help in Mandarin, have their information sent electronically to the operations support centre in Ottawa overnight for uploading into the global case management system, and then have their file ready for a decision-maker back in Beijing by the time the visa office opens for business the next day.
At the same time, today a client who needs an electronic travel authorization to come to Canada can quickly apply from their smart phone and, for the vast majority of applicants, get a decision right back to their phone within three minutes.
These types of client interactions are possible because of our sustained focus on and investment in a modernized processing infrastructure that supports our ability to be vigilant with respect to the integrity of our programs, which is in fact the foundation of good client service.
We recognize that while we've made significant progress in certain lines of business, there remain considerable opportunities for further improvement. IRCC offers clients over 75 services, but while temporary and economic permanent resident clients can apply online, not all of our clients currently have access to these service delivery channels, and we don't have processing times down to where we want them to be. Further rollout of online applications and reduction of processing times remain a key priority for us.
But we also know that the client experience is not just about online applications and reduced processing times. And so we are committed to listening to and learning from the clients who use our services. We do this in a number of different ways.
For example, we conduct a client satisfaction survey every two years, which gives us information about what clients like and what they want more of. In our last survey, clients told us that overall 85% of them were satisfied with their immigration and citizenship experience. But they also told us that they would like to get more information about their case status.
We also have a client service feedback web form online, and receive approximately 150 emails a week from people telling us about their service experience. These messages not only help to give us instant feedback when things aren't working, but also have helped us to identify parts of our instructions which are not clear.
We are trying new methods of gathering client insights as well. For example, this year the department experimented with using human-centred design techniques to better understand the client experience. We went out and talked directly to clients, NGOs, immigration consultants, academics, and others to better understand the whole experience from the client's perspective. This initiative was hugely worthwhile and has helped us to refocus much of our work on client service.
All of this information from surveys, direct client feedback, and design challenges has led us to establish three new client experience priorities for the department: first, innovating our processes so that they make better sense to clients; second, finding new ways to provide clients greater assurance that their cases are moving forward; and third, making sure that we are listening when clients need to talk to us.
While our work in gathering client insights remains important and continues, we've already launched a number of initiatives in these three areas. For example, just yesterday our minister announced changes to the processing of family class applications, which will go a long way in improving the ease of the process for those clients. We're also making improvements to how easy it is to upload documents and pay fees online.
To provide clients with greater assurance as to the status of their applications, IRCC rolled out “link my application” functionality earlier this year. It's an online tool that lets many clients who submitted paper applications get access to the same online account information as those who applied electronically.
We'll also be adding more case status information into the online account to give clients who are waiting more frequent and meaningful updates. In addition, we're also looking at new ways to reduce the amount of time it takes to let clients know we've received their application, and we will be experimenting with sending text messages to clients when their applications reach our mailroom. This will help to close the gap that exists for clients between mailing an application and getting an official acknowledgement of receipt letter.
Listening to clients and building trust is also a priority. We have piloted a new approach at the IRCC national call centre, enabling agents to provide clients with detailed case information even if regular processing times have not elapsed. We also log all calls right in the case management system so that if a client calls back we know right away what their concern was the last time and can follow up as necessary.
While this approach is taking more time upfront, it is significantly reducing same day repeat callers, and demonstrating that an upfront investment can reduce client anxiety without necessarily reducing productivity. In other words, good client service also adds business value.
Mr. Chair, I can assure this committee once again that innovating and improving service is at the very top of IRCC's agenda. Through incremental innovation and risk-based analysis, IRCC can achieve service excellence and meet client needs while continuing to uphold confidence in the integrity of the immigration, settlement, citizenship, and passport programs.
Thank you for the invitation to be here today.
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