Interventions in Committee
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View Michelle Rempel Profile
I guess I'll just close with this, and it's more of something to explore with my colleagues around the table. I think it would be really useful. I've been doing this for five years now. We want to be your allies, and we want you to be our allies because immigration processing works when we're all giving the same information and messaging and it's arm's-length and it's not politicized. I think there's often a disconnect in terms of what MP office staff, especially new MP office staff, understand as your service delivery algorithms, and there's really no feedback in terms of saying, “Hey, this isn't working”, because what we're getting are the complaints all the time.
I would just suggest that if the department, as part of this survey, would be willing to provide greater information on where your algorithms are right now, we could provide feedback as well in terms of where we see the friction points on that, and then hopefully have some sort of continuous feedback mechanisms with MP office staff as well, too.
I think that, for me, would have been the first step, before changing the call centre process, because at the end of the day, we want to be on the same team here. I'm not sure if there's been any thought given to that sort of thing, but certainly I would offer this up in the time I have, and as a QA process as well.
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