Interventions in Committee
 
 
 
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View Michelle Rempel Profile
CPC (AB)
So far you guys have not diagnosed exactly, to your words, what the problems would be coming out of some of the.... We're hearing a lot of this in the media as well that there are issues. From what you just said, you actually haven't identified the problems yet.
View Michelle Rempel Profile
CPC (AB)
Obviously, as you mentioned, they're shared responsibilities with CBSA. Could you tell us a little about the communication process that IRCC has put in place in order to functionalize or operationalize the eTA? Have there been any bumps along the way on that?
View Michelle Rempel Profile
CPC (AB)
Are you tracking numbers, in terms of how many people have experienced issues? Do you have a CRM model or anything in terms of tracking problems?
View Jacques Gourde Profile
CPC (QC)
Thank you, Madam Chair.
I would like to thank the witnesses.
Over the past 10 years, my office has provided a great deal of assistance on various files. Very often, incomplete requests or forms are sent to the department. This, of course, eventually causes delays in the process.
It seems that people have trouble doing the basic work and obtaining the necessary information. We often find that a document is missing or has not been signed, or that a supporting document is missing. This really bogs down the system and delays processing times.
People come to see us and we have to start the whole process over again with them. We take the time to sit down and look at the form. We go back to the beginning of their application and review the entire process as far as they have reached to see what is missing. Departmental employees do nonetheless provide valuable assistance. They remind us of things.
Is there a lack of information initially? Are there enough agents to provide assistance from the outset? If an hour or more were invested with each person, people would be able to fill out their forms properly in the first place, and that might eliminate days, weeks or months of delays.
View Jacques Gourde Profile
CPC (QC)
Do you know how many files have gone through the entire process without a hitch?
In my constituency office, I have to assign at least one employee full-time to deal with immigration files and make sure a second person is trained if the first person is on maternity leave or is absent for other reasons. This requires a tremendous amount of energy from an MP's office. Yet I am in a region where the immigration rate is not particularly high. It seems like all the files end up at my office sooner or later. For example, the files of all four members of a single family have ended up at my office. It seems that the success rate is low.
Do you have statistics on that?
View Michelle Rempel Profile
CPC (AB)
Going back to my colleague Jacques Gourde's line of questioning, just so you know, for all of us around the table here it is an enormous amount of work in our constituency offices to deal with immigration casework. Again, just to re-emphasize what some of my Liberal colleagues have said, this is a non-partisan thing. We have very small operating budgets, and I also will say that I have a full-time employee in my office who deals just with client service delivery issues.
I'll preface this by saying that the decision made earlier this year to take away MP access from embassies, as well as the ministerial advisory office, was very poor. It was a terrible decision. It really affected service delivery within our office. I'm glad to see that it has been semi-reversed.
I'm not sure what some of my colleagues would say, but certainly for me and my office, one of the biggest complaints we get from people is the reporting of failures in customer service by the call centre in Montreal. I would say that's probably, by an order of magnitude, the number one complaint that I get. People experience very long wait times on the phone, as well as very onerous automated call menus, especially for people whose English or French is their second language. The number one thing I have to respond to in my office is that they don't understand the information that was given to them or that it's confusing, or the charge is that it's unhelpful.
Do you track the call centre usage at all? We are going to write up a report here. Is there anything that you think could be done to overcome this? It's such a burden on our offices right now.
View Michelle Rempel Profile
CPC (AB)
What would be.... I'm sorry. Go ahead. I was just going to say in terms of attitude, what are the critical success factors in performance evaluation that you use for a front-line call centre worker in Montreal? What are they tasked with managing? What would their supervisor be looking at in terms of an employment review framework or a performance review framework?
View Michelle Rempel Profile
CPC (AB)
Would you be willing to table with the committee information on what the key critical success factors or performance review metrics would be for front-line call centre workers in terms of documentation?
To me, it seems a little off that quantity would be what their performance evaluation would be.
View Michelle Rempel Profile
CPC (AB)
Great.
One of the complaints that I get in my office is that when people phone the call centre, it seems that the algorithm the agents are driving to is to get an email address so that template information can be provided. Where my office gets burdened with it is: “They didn't answer my question; they just provided me with a template.”
Can you tell us a bit more on why that process is there as part of your service delivery algorithm?
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