Interventions in Committee
RSS feed based on search criteria Export search results - CSV (plain text) Export search results - XML
Add search criteria
Paul Armstrong
View Paul Armstrong Profile
Paul Armstrong
2016-12-08 16:55
Certainly, Madam Vice-Chair, monitoring the error rate is something that we do very regularly, because the error rate can be indicative of a number of things. One is that sometimes it can be that our kits or application forms are not clear. As Ms. Lattimore has mentioned, in some cases where that's the issue, we provide that feedback to the individuals who are responsible for providing the kits. We say that they provide functional guidance. We do that because sometimes that's a very real issue where our clients can't understand. Other times, there is error rate because clients simply don't comply. Some things may seem simple to you, for example, making sure that the document is signed, or if we need the birth certificate, marriage certificate, which are essential documents to the application. We monitor that very closely in the quality assurance that we do.
In the changes that are being made, such as the changes which the minister announced yesterday around family class sponsorships, we're also as a department simplifying the forms. As Ms. Lattimore pointed out, the work that we did with OCAD University and talking to front-line staff is really leading us to try to simplify application forms, change, for example, the upfront requirements that we made. For example, Mr. Orr made reference to the fact that we are not going to be requiring the upfront medicals because we were in fact causing a delay because sometimes the medicals expired.
It's really a multi-pronged strategy. It's not just one thing, but it's a lot of things that the department is trying to do to really improve the client experience, improve the client service, and at the end of the day, to process cases more rapidly.
Result: 1 - 1 of 1