Interventions in Committee
 
 
 
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Robert Orr
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Robert Orr
2016-12-08 15:39
Mr. Chair, there's a whole variety of different initiatives that have already been undertaken, and a large number of them are continuing. We realize that client service has to be multi-faceted and that our strategy to attack client service has to be multi-faceted, not only in the clarity of the information that is provided up front, but also very much in giving assurance to our clients that their cases are moving and so on. It's within those parameters, which I've already outlined, that we've done a number of things.
First of all, there is the centralized intake of applications, which is a fairer process. All applications are coming into one area. We've increased our use of risk triage. What this essentially means is that we are distinguishing between those cases that are complex or non-complex and are trying to get the non-complex cases through as quickly as we can so that we can focus our efforts and time on the more complex cases. We get the straightforward cases out of the system as fast as we can, which is better client service for everyone and so on.
A number of other different things have gone on to provide better service to our clients. I could mention the open work permits for spousal cases; the intake cap for parents and grandparents, which has gone up; and the ministerial instructions, which have helped us control the intake of applications and how we manage those applications in a wide variety of areas.
Some of the things we're doing right now are very important. I think the work at the call centre is critically important, and we've made major efforts in that area since the summer. We are doing more and more to allow people to get information electronically about the status of their application so that they're aware of what's happening on that side of things. We are ending upfront medicals. We will require medicals only at the time when we're actually able to progress with the application. Also, more and more applications are online, and that includes all our temporary lines of business. Of course, express entry is entirely online. Likewise, eTA is all online.
All of this is moving in the right direction. There is a lot more to be done; we have no qualms about that. On the other hand, I think very major progress has been made in a variety of different areas.
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