Interventions in Committee
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Dory Jade
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Dory Jade
2016-12-13 16:10
The first thing is the agents are supposed to be more trained. Second is the way the call gets in. IRCC receives five million calls or more a year. The way the system used to work was that you could go to either immigration or to citizenship and it was the same group helping you. Most of the agents were on a general knowledge inquiry basis. For example, if you said you wanted to do something to your file, they would answer that they couldn't help you, and they would tell you to wait or to send an email or a file.
Right now, we are seeing that you can, for example, change your address. We're looking for more improvements on that level. If, for example, they had a specific line for authorized representatives who really know the file and the case, it would save time if the officer could make the change. We would call the call centre on that specific line and say this case is at that stage and it requires this and that, so please give it to the officer, and then the agent would be able to deal with it.
We need to still improve on it, but we have gone from two entries through the system to seven, which is also an improvement.
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