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Chantal Desloges
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Chantal Desloges
2017-02-01 16:34
I have a couple of comments about that.
First of all, in terms of use of technology, I think there are a lot of functions within IRCC that could be automated to allow for a greater client touch without necessarily generating more work for people by having to send handwritten emails.
For example, there are very simple software solutions that allow you to send autogenerated emails to people at various periods of time. One of the biggest complaints from clients is not necessarily about how long they have to wait but that they don't know what's going on; they're not able to find out what's happening with their case. Even just an autogenerated email that we'd send to them every once in a while just to let them know and reassure them that everything is fine, that their file is with us, and that we're working on it and we'll get back to them if we need anything, I think, would be an easy solution.
The other thing is interview scheduling. A lot of time is wasted calling people for interviews that they can't make at a particular time and then they have to be rescheduled through a manual process that is very time-consuming and labour-intensive. There are simple software solutions that allow people to choose their own interview time, which are fully automated and don't require any manpower whatsoever. Those would be two really simple ways.
Finally, there is the immigration e-CAS system, through which you can go online and check your case status. There is rarely any useful information in it. That system already exists and it could be used to much greater effect if officers could simply upload the information more regularly. People could go on and check their status online and not have to bother with phoning the telecentre or emailing Immigration.
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