HUMA Committee briefing binder: Appearance - Minister of Families, Children and Social Development - May 30, 2022

1. Remarks

Full title: Remarks for the Honourable Karina Gould, Minister of Families, Children and Social Development Appearance before the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities (HUMA) - Topic: Passport Service Delays - House of Commons - May XX, 2022

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2022 PA 0385

Mr. Chairman, colleagues.

Thank you for inviting me to speak to you today about the delivery of the passport program.

It’s important to acknowledge we are meeting on the unceded territory of the Algonquin People.

Mr. Chairman, responsibility for the passport program is shared between Service Canada, and the department of Immigration, Refugees and Citizenship Canada.

IRCC manages the policy, forecasting, and systems and program architecture, while Service Canada manages the processing and delivery of passports to Canadians.

Before the pandemic, passport volume was predictable, moving through 5 year cycles of low volume (around 2.5M) and high volume (up to 5M). 2022 was forecast to be the last year of low volume before a surge in renewals begins in 2023.

These cycles are forecasted and planned for.

The arrival of COVID-19 in Canada impacted the passport program in 2 important ways: First, restrictions imposed to protect the health and safety of Service Canada staff and clients led to closed offices and restricted capacity—both inside our facilities, and in program delivery.

Second, because people weren’t travelling, they weren’t applying for passports. Demand and capacity were aligned.

Now, this changed in the Spring. With travel opening up, the number of passport applications surged.

Not only are we seeing those who would predictably be applying for passports on a five-year cycle, but we are receiving applications from those who otherwise would have applied in the previous 2 pandemic years.

And we are seeing much of that volume arrive all at once, rather than spread out during the year.

Meanwhile, Service Canada still had public health obligations to staff and clients.

There was a mismatch between demand, and the capacity to meet it.

Statistics help tell the story.

Beginning in April 2020, for the first pandemic year, Service Canada issued about 360,000 passports.

During the next year, Service Canada issued about 1.2 million passports.

But this year, during the months of March and April alone, Service Canada received almost half a million applications.

Service Canada now expects to receive 4.2 million passport applications this year.

That’s more than 3 times as many as last year, with a huge proportion of that volume arriving now.

The fact of the matter is that while we were anticipating increased volume, this massive surge in demand has outpaced forecasts and outstripped capacity.

Pause

The government is acutely aware of the impact this is having on Canadians.

We know many people have been put in very difficult circumstances.

That is why I have directed officials to work as hard as possible to meet the demand and to examine their operations to ensure they’re doing everything they can.

And officials have acted.

In every corner of the country, staff are working overtime to help Canadians get their passports.

Service Canada is hiring and training more staff. Since January, 600 new employees have been onboarded to assist in processing applications.

Just a couple of weeks ago, Service Canada was once again able to open all passport service counters. This is about a 40% increase, and it returns our centres to their pre-pandemic service capacity.

Capacity in waiting rooms was also significantly expanded, while continuing to adhere to health and safety protocols.

Despite these actions, processing times remain long, due to the sheer volume of applications.

97% of Canadians who apply in-person at a specialized passport office receive their passports in fewer than 10 business days.

About 96% of those who apply by mail receive their passports within 50 business days.

As we announced earlier this year, to meet demand, we have simplified the renewal process for passports.

Applicants don’t need to have a guarantor or provide their original documents and ID.

These changes make renewing a passport easier and faster, while maintaining program security and integrity.

Pause

Starting June 3rd, anyone needing a passport within the next 9 weeks is encouraged to apply in person at one of the 35 specialized passport offices.

I would also urge Canadians with no immediate travel plans to check the expiry date of their passports.

For Canadians who have no plans to travel within the next 9 weeks, there are over 300 Service Canada Centres that are available to receive passport applications in person. No proof of travel is needed.

Conclusion

Mr. Chairman, I want to assure you and members of the committee that Service Canada is working flat out to deliver passports to Canadians as quickly as possible.

As Members of Parliament, our offices have heard from constituents looking for urgent help – my own office included.

Frustrating situations have arisen at Service Canada Centres as staff deal with the surge in demand.

We know there is renewed excitement for Canadians to see friends and loved ones again, and to explore the world outside our borders.

When that excitement bumps up against the reality of long lines and uncertainty, it creates stress and concern.

And that is why we will do everything necessary to ensure Canadians receive the service they’re entitled to.

Thank you.

I welcome your questions.

2. Hot Issues: Anticipated questions based on the parliamentary environment

Service standards and processing times

Topics

• Pre-pandemic service standards and data
• Pandemic service standards and data
• Current service standards and data
• Detailed timelines on volume increase
• Detailed timeline on preparation of anticipated surge of passports renewal (once government announced elimination of travel COVID restrictions)
• Service standards for Passports renewal posted on Government website
• Measures in place to address volume surge
• Number of applications received on average by mail and in person, by location
• Update on operational capacity at Service Canada Locations and resuming in person services
• Capacity:
  • FTEs working at Service Canada: before the pandemic and data
  • Number of employees on leave during the pandemic, who have since returned, not yet returned
  • Number of Employees on leave related to vaccination status
• Number of employees fired or left their employment
• Plans/current efforts to hire more employees
• Training
• Additional Processing Centres
• Overtime paid to FTEs since the surge
• Provide data on other Service Canada Offices
• Ukraine

Anticipated questions

• Service Canada already knew lengthy passport delays would be expected. Why did you not act?
• With regard to the current processing delays of passport applications what are the current service standards for processing times?
• What is the government's target date for when the service standards will return to the previous acceptable processing times of five business days in person or 17 business days by mail?
• Why does passport inquiry line advises that people should submit their application, 25 days or more before their travel while the Government website still indicates 10 business days?
• What resources will the government immediately implement to address major backlogs, ensure faster services at Passport Canada offices and phone line?
• Your stats often do not take into account all the people who fall outside the service standard, and we know there are many of them. Do you have stats on that too?
• When were you made aware of this problem?
• Please provide a detail timelines regarding the increase of volume and measure put in place to address the issue.
• Canadians are cancelling their holidays and trips. Will you provide compensation?
• Is the problem at Service Canada because employees are on leave due to their status in relation to the vaccine attestation requirement or working from home?
• Service Canada hired up to 3,000 people during the pandemic. Of that number, how many people are still working at Service Canada? Will you hire more people?
• As of April 27, 2022, how many employees of (Service Canada (ESDC) are on leave due to their status in relation to the vaccine attestation requirement.
• How many employees who used to work in person at Service Canada Offices are still working from home?
• Service Canada Centres: what is the current processing time for each service provided to Canadians (Social Insurance Number, Employment Insurance, Apprenticeship Completion Grant applications, etc.)
• For each service (a), what was the processing time as of January 1, 2020?
• How many Service Canada employees are currently working from home, broken down by Service Canada Centre.
• What is the number of daily on-site staff, as of January 1, 2020 and currently?
• How much did the government pay out in overtime to employees working on passport applications?
• The first 10-year passports were set to expire this year. Did you not prepare for this anticipated surge?
• Restrictions are a thing of past in most provinces. When will Service Canada employees be back serving people?
• Will there be any support from Service Canada to Ukrainians newcomers?

Integrity and fraud concerns

Topics

• Integrity and Fraud concerns.
• Stolen passports unable to being reported.

Anticipated questions

• Integrity and fraud prevention: with this surge of applications, could you provide specific measures in place to secure systems.
• Is the federal government looking at establishing a dedicated phone line for fraudulent activity to ensure Canadians experiencing theft of their passports do not have to wait on a generic Customer Service line for hours?

Modernization of service delivery systems

• Mandate Commitment related to the development and implementation of modern, resilient, secure and reliable services and benefit delivery systems for Canadians and ensure those services and benefits reach all Canadians regardless of where they live.
• Processing Technology Investments.

Anticipated questions

• What is the Government doing to improve the way it delivers services and benefits to Canadians, including efforts to improve and modernize its benefits delivery platform?
• Did the government invest in processing technology?

3. Scenario note (header not included in original binder)

a) Committee contexte

1. Overview

You are invited to appear before the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities (HUMA). The committee adopted the following motion: “that the committee invite the Minister of Families, Children and Social Development, along with departmental officials, to appear for one hour on the Service Canada delays for passport renewals and that the meeting take place before May 30, 2022.”

2. Committee proceedings

• The appearance is scheduled for Monday, May 30, 2022, at 12 p.m. for 1 hour.
• You will have up to 5 minutes for opening remarks.
• The following senior officials will support you:
  • Lori MacDonald, Senior Associate Deputy Minister of ESDC and Chief Operating Officer for Service Canada
  • Peter Simeoni, Assistant Deputy Minister, Service Canada - Citizen Service Branch
  • Evelyne Power, Director General, In Person Operations and Strategies - Service Canada - Citizen Branch
• HUMA has agreed that questioning of witnesses would be allocated as follows:
  • Round 1: 6 minutes for the first questioner of each party as follows
    • Conservative Party
    • Liberal Party
    • Bloc Québécois
    • New Democratic Party

For the second and subsequent rounds, the order and time for questioning be as follows:

• Conservative Party, 5 minutes
• Liberal Party, 5 minutes
• Bloc Québécois, 2.5 minutes
• New Democratic Party, 2.5 minutes
• Conservative Party, 5 minutes
• Liberal Party, 5 minutes

After the appearance, the Committee will proceed in camera to discuss Committee Business.

b) Committee Profile (March 2022)

Full title: House of Commons Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities (HUMA) - Committee Profile (March 2022)

Table of contents

HUMA Membership

• Chad Collins (LPC)
• Michael Coteau (LPC)
• Wayne Long (LPC)
• Soraya Martinez Ferrada (LPC)
• Robert (Bobby) J. Morrissey (LPC)
• Tony Van Bynen (LPC)
• Marilyn Gladu (CPC)
• Ron Liepert (CPC)
• Stephanie Kusie (CPC)
• Alex Ruff (CPC)
• Bonita Zarrillo (NDP)
• Louise Chabot (BQ)

Committee members biography (header not included in original binder)

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Chad Collins, Liberal Party Hamilton East - Stoney Creek - Ontario

Brief biography

Chad Collins was first elected to the House of Commons for Hamilton East - Stoney Creek on September 20, 2021. A lifelong resident of Hamilton East - Stoney Creek, Chad resides in the Davis Creek area with his wife Mary and 2 children, Chase and Reese. He attended Glendale Secondary School, the University of Western Ontario, and McMaster University. Chad was first elected to City Council in 1995, at the age of 24, making him one of the youngest elected representatives in the City's history.

Chad is passionate about engaging local residents and community stakeholders, focusing on revitalization of infrastructure, development of social housing and stream-lining municipal programs.

As President of City Housing Hamilton, Chad has been committed to addressing the City's aging affordable housing stock by pressuring all levels of government to invest in the much needed repair of over 7,000 publicly owned units. He continues to work on nearly a dozen new projects across the City and in the riding that will provide new affordable housing units to those in need.

From the creation and development of new community parks and trails to the opening of a new food bank, Chad knows community consultation is an integral part of improving quality of life for everyone in Hamilton East - Stoney Creek.

Of note:

• Key issues of interest:
  • Affordable housing

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Michael Coteau Liberal Party Don Valley East – Ontario

Brief biography

Michael Coteau was first elected to the House of Commons for Don Valley East on September 20, 2021. He has served as the Member of Provincial Parliament for Don Valley East since 2011. During his time in the Ontario government, his ministerial roles include: Minister of Children and Youth Services; Minister Responsible for Anti-Racism; Minister of Tourism, Culture and Sport; Minister Responsible for the 2015 Pan/Parapan American Games; and Minister of Citizenship and Immigration.

Prior to entering the provincial government, Michael was elected as a school board trustee for the Toronto District School Board (TDSB) in 2003, 2006 and 2010. As a trustee, Michael advocated for student nutrition, community use of space and the use of educational technology. He initiated the ‘Community Use of Schools’ motion that drastically cut user fees and made schools more accessible to groups that offer programs for children. He helped introduce nutritional changes in schools that supported healthy food programs and increased awareness of student hunger.

Michael worked as an ESL instructor and curriculum developer before becoming a community organizer for a United Way agency in Scarborough. He was also the Marketing Manager for ABC Life Literacy, where he was responsible for the organizing of the Family Literacy Day across Canada, and was Executive Director of Alpha Plus, a national literacy organization mandated to support adult education through the use of technology.

Michael grew up in Don Valley East and attended Don Mills Middle School and Victoria Park Collegiate Institute. He holds a degree from Carleton University in Political Science and Canadian History. He and his wife Lori live in Toronto with their 2 daughters, Maren and Myla.

Of note:

• Spent 10 years in the Ontario legislature
• Key issues of interest:
  • low-income families

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Wayne Long Liberal Party Saint John — Rothesay - New Brunswick

Brief biography

Wayne Long was first elected to the House of Commons for Saint John — Rothesay in 2015 and was re-elected in 2019 and 2021. He is a member of the Saint John community with national and international business experience. Wayne currently serves as President of the Saint John Sea Dogs, and his efforts have helped turn the team into one of Canada’s most successful CHL hockey franchises winning the cherished Memorial Cup in 2011. That same year, Wayne was recognized with the John Horman Trophy, awarded to the Top Executive in the QMJHL.

Prior to his work with the Sea Dogs, Wayne was President of Scotiaview Seafood Inc. He was also a successful large-scale product manager with Stolt Sea Farm Inc. Wayne’s work has seen him travel across North America, negotiating contracts with national restaurant distributors, restaurant chains, and retail chains. He earned the North American Excellence in Sales and Marketing award twice. Wayne is a former Board Member for Destination Marketing and Salmon Marketing.

Wayne was born in the riding, and currently calls the area home alongside his wife, Denise, and their 2 children, Khristian and Konnor.

Of note:

• Has been a member of HUMA since the beginning of the 42nd Parliament (2015).
• key issues of interest:
  • poverty
  • mental health
  • outspoken support of the Energy East oil pipeline project
  • previously broken ranks with party (Energy East, tax policy, SNC-Lavalin) which resulted in being kicked off House committees as punishment
  • frequently makes sports parallel (hockey)
  • government programs and support that benefit his constituents

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Soraya Martinez Ferrada, Liberal Party, PS for Housing and Diversity and Inclusion (Housing), Hochelaga, Québec

Brief biography

Soraya Martinez Ferrada was first elected to the House of Commons for Hochelaga in 2019 and re-elected in 2021. She was appointed Parliamentary Secretary to the Minister of Immigration, Refugees and Citizenship in 20219 and became Parliamentary Secretary to the Minister of Transport in 2021. She has also served on the Standing Committee on Official Languages in the last Parliament.

She is a proud resident of the east end of Montréal. Originally from Chile, her family settled in the area in the 1980s. Soraya has deep roots in the community where she currently resides with her son and daughter.

Before being elected, Soraya worked for more than 20 years in the community where she specialized in communications and developed multiple cultural and political projects. Among her achievements, she created the very first cultural and socio-professional integration program at TOHU, a unique example of sustainable development in Montréal.

In 2005, she was elected as a city councillor and appointed by the mayor to the position of Associate Advisor for Culture on the City’s Executive Committee. In 2009, she became Chief of Staff to the Leader of the Official Opposition at Montréal City Hall. She transitioned to the federal government in 2015 as Chief of Staff and Senior Advisor to the Minister of Canadian Heritage.

She created the Vedette d’Hochelaga video clips in which she highlights the commitment of citizens, community organizations, and entrepreneurs in the riding of Hochelaga. She has also set up virtual roundtables and regular newsletters that present federal programs directly serving the people of her riding.

Of note:

• Parliamentary Secretary – Housing and Diversity and Inclusion (Housing)
• key issues of interest:
  • poverty
  • Quebec-focused
  • multiculturalism

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Robert (Bobby) J. Morrissey Liberal Party Egmont Prince Edward Island

Brief biography

In 2015, Bobby was elected to the House of Commons and was re-elected in 2019 and 2021. He served as a Member on the Standing Committee on Fisheries and Oceans, as well as the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities.

Previously, he was elected to the Prince Edward Island Legislative Assembly in 1982 and has dedicated his career and volunteer life to serving the residents of PEI.

Having served as MLA for nearly 20 years, Bobby has a deep understanding of his communities’ needs. He has held a number of high-profile roles within the Assembly, such as Minister of Transportation and Public Works, Minister of Economic Development and Tourism, and Opposition House Leader. He was also responsible for the redevelopment of the Canadian Forces Base Summerside and the surrounding community following its closure by the federal government in 1989. Bobby left politics in 2000 to join the private sector as a consultant specializing in government relations, fisheries, and the labour market. Bobby has been a member of the Board of Directors for the Heart and Stroke Foundation of PEI. He was the founding member and former president of the Tignish Seniors Home Care Co-op, and Vice-Chair of Tignish Special Needs Housing.

Of note:

• Chair of HUMA
• former member of HUMA in 2019 (briefly before the general election)

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Tony Van Bynen Liberal Party Newmarket — Aurora – Ontario

Brief biography

Tony Van Bynen was first elected to the House of Commons for Newmarket-Aurora in 2019 and re-elected 2021. A resident of Newmarket for over 40 years, Tony and his wife Roxanne raised their 2 daughters there.

Community service, volunteerism, and helping those who need it most is what drives Tony every day. He and Roxanne have volunteered at the Southlake Hospital, and the Inn from the Cold, for over 10 years. They also deliver food for the Newmarket Food Bank, and Tony was instrumental in creating Belinda’s Place, which is a multi-purpose facility for homeless and at-risk women.

He also had the privilege of serving as the Mayor of Newmarket for 12 years. During that time, community building is what guided Tony on his mission to revitalize Main Street, renew the historic Old Town Hall, and build the Riverwalk Commons so families and friends can enjoy great public places.

Through his previous role as the President of the Chamber of Commerce, and his 30-year career in banking, Tony understands what local businesses need to thrive and grow. He’s delivered innovative solutions to help local business owners find success, including creating the Envi broadband network, so businesses in the community have ultra-high-speed connectivity, which has been particularly crucial during the pandemic.

• key issues of interest:
  • focused studies to help Canadians, especially getting through the pandemic

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Marilyn Gladu Conservative Party Sarnia—Lambton Ontario

Brief biography

Marilyn Gladu was re-elected to the 44th Parliament on Sept. 20, 2021 for her third term as Member of Parliament for Sarnia-Lambton. In 2020, under the new Conservative Party leadership of MP Erin O'Toole, Marilyn Gladu was named to the new Conservative Shadow Cabinet as the Shadow Minister for FedDev Southern Ontario and Privy Council Critic. She also won the "Most Collegial Parliamentarian Award" again in 2020, for the year of 2019.

As the Member of Parliament for Sarnia-Lambton in 2015, Ms. Gladu received the MacLean’s award as “Most Collegial Parliamentarian” as voted by the other members of Parliament. She served as the Official Opposition Science Critic, as well as the Chair for the Status of Women. She has served as the Co-Chair of the Parliamentary Rail Caucus, in addition to the Vice-Chair of the Aerospace Caucus. She has also served as the Shadow Minister of Health, and the Vice Chair on the Standing Committee on Health. As one of the most respected leading members of the current Parliament, she works cooperatively and respectfully with her parliamentary peers.

Marilyn Gladu is a professional engineer by trade, who worked for Dow Chemical for 21 years in a variety of roles locally and globally. She then became Engineering Manager and subsequently the Director of Engineering at Suncor before taking a consultant role at WorleyParsons. As a consultant, she has managed construction and commissioning teams, a team of over one hundred engineers supporting the Shell refinery, and served as North American Business Director for petrochemicals and refining. She was recently named as a prestigious “Fellow” by the Canadian Academy of Engineers.

A special moment in her early political career would be that her private members bill, C-277 (on palliative care) received unanimous consent of the House of Commons and Senate. By achieving Royal Assent, her palliative care bill will now make a positive difference in the lives of millions of Canadians choosing to live as well as they can, for as long as they can.

Of note:

• also member of Standing Committee on Science and Research (SRSR)
• former Chair of Standing Committee on Status of Women (FEWO) in the 43rd Parliament

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Ron Liepert Conservative Party Calgary Signal Hill Alberta

Brief biography

In 2014, Ron Liepert ran for the Conservative Party of Canada nomination in the newly created riding of Calgary Signal Hill. He was elected as a Member of Parliament in 2015 and was appointed by the Leader of the Opposition as the Vice Chair of the Standing Committee on Finance, a role he remained in for 2 years.

Having previously served as the Premier’s press secretary from 1980 to 1985, Ron participated in a number of federal-provincial conferences, and was at the side of the Premier during the Constitutional Accord of 1982 and the energy negotiations of the early 1980s. Ron then accepted the position of Trade Director of Western U.S. Operations in Los Angeles for Alberta Economic Development, from 1986 to 1991.

In 1991, Ron joined Telus and was involved on the teams which completed the purchase of ED TEL and the BC TEL merger. He was also part of the rebranding team from AGT to Telus. From 2000 to 2004 he ran a public relations/communications consulting business and operated a childcare centre in downtown Calgary.

Returning to politics in 2004, Ron sought and won the provincial riding of Calgary-West. He served as a Member of the Legislative Assembly of Alberta from 2004 to 2012 where he served as Minister of Education, Minister of Health, Minister of Energy, and finally Minister of Finance. As Minister of Education Ron negotiated a 5 year labour agreement with the Alberta Teachers Association and resolved the longstanding unfunded pension liability issue.

As Minister of Energy for the province, Ron led the competitiveness review of the oil and gas industry which addressed issues with Alberta’s royalty structure. He began the process of streamlining the regulatory process which resulted in the creation of the single regulator for oil and gas. During his term as Energy minister the province also negotiated the contract which will see the first heavy oil upgrader constructed under the province’s Bitumen Royalty-In-Kind program.

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Stephanie Kusie Conservative Party Employment, Workforce Development and Disability Inclusion Critic Calgary Midnapore – Alberta

Brief biography

First elected as a federal Member of Parliament in 2017, Stephanie Kusie served as the Official Opposition Deputy Shadow Minister for Health. In September 2018, she took over the position of Official Opposition Shadow Minister for Democratic Institutions.

In 2018 Stephanie accepted invitations to become a member of both the Trilateral Commission and the board of CANZUK International. She was also elected to the Executive Committee of the Canadian Section of ParlAmericas Interparliamentary Association and remains so to this day.

Following the fall 2019 general election, she served as the Shadow Minister for Families, Children, and Social Development, a role she held until September of 2020, when incoming Conservative Party Leader, Erin O’Toole, appointed her as the Shadow Minister for Transport in his new Shadow Cabinet.

Stephanie was born and raised in the community of Calgary Midnapore and attended the “Calgary School” within the University of Calgary, where she earned a degree in political science. Stephanie went on to obtain her Masters in Business Administration in Strategic Management from Rutgers University, where she won their Graduate School of Management Case Competition in 2000.

As a diplomat for the Canadian federal government, Stephanie served in the watch office from 2004 to 2005 assisting Canadians in distress; had a temporary duty in Argentina in 2006; was chargée d’affaires and Consul for Canada in El Salvador from 2006 to 2008; and Consul for Canada at the Consulate in Dallas, Texas from 2010 to 2013. She also served as policy advisor to the Honourable Minister Peter Kent during his time as Minister of State for Foreign Affairs for the Americas in the Harper Administration in 2009.

From 2014 to 2016, Stephanie served as the Executive Director of Common Sense Calgary, a non-profit organization dedicated to lowering civic taxes. She also served as the Alberta South Chair of Equal Voice, a national lobby organization focussed on electing more women to all levels of political office.

Stephanie has been published in the Calgary Sun, the Calgary Herald, the Edmonton Journal and the National Post.

Stephanie speaks English, French, and Spanish fluently, and enjoys traveling and spending time with her husband James and their son Edward.

Of note:

• critic – Employment, Workforce Development and Disability Inclusion in Erin O'Toole's shadow cabinet
• previously a member of HUMA and Families, Children, and Social Development critic from 2019 to 2020. Key issues of interest during that time:
  • home equity tax
  • economic recovery plan in general but also for youth
  • negative impacts of Canada Emergency Response Benefit (fraud, youth initiatives, small businesses, etc.) and confusion between Employment Insurance and Canada Emergency Response Benefit
  • foreign workers and Foreign Credential Recognition
  • housing continuum, home ownership and homelessness
  • Canada Child Benefit for high income earners
  • labour force trends
  • income security, RRSP and mandatory RRIF withdrawal
  • long-term care homes for seniors
  • Service Canada wait times and overall services to Canadians
• in December 2021, Ms. Kusie co-signed a letter, along with CPC Raquel Dancho, Public Safety critic, and Pierre Paul-Hus, Public Services and Procurement critic, addressed to the Minister of Employment, Workforce Development and Disability Inclusion and Minister of Public Safety regarding a street gang in Montreal fraudulently obtained taxpayer dollars via the Canada Emergency Response Benefit (CERB) to purchase illegal firearms.
• key issues of interest in this Parliament:
  • labour shortage
  • supply chain issues
  • inflation rates

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Alex Ruff Conservative Party Bruce—Grey—Owen Sound Ontario

Brief biography

Alex Ruff was first elected as Member of Parliament for Bruce-Grey-Owen Sound 2019 and was re-elected in 2021. He served on the Veterans Affairs Committee from 2019-20 until being appointed as the Opposition Deputy Whip in September 2020. He grew up on a farm just outside Tara and understands the unique issues facing a rural riding. He attended Chesley District High School (CDHS) and spent his summers farming and lifeguarding at the Tara Pool.

With multiple postings across Canada, he has developed an appreciation for the vast diversity and challenges that face everyday Canadians. Alex has always maintained his deep connections to the local community through his involvement with the Tara Legion and local community events. He frequently speaks to schools across the region, attends local Remembrance Day events and has even opened the Desboro Fall Fair.

In 1997, Alex graduated from Royal Military College with an Honours Bachelors of Space Science degree, and subsequently went on to command troops as an infantry officer in The Royal Canadian Regiment. He has extensive experience with 6 operational deployments including the 1998 ice storm in Eastern Ontario and Quebec, 2 in Bosnia, 2 in Afghanistan and most recently in Iraq. From his 2007 combat deployment to Afghanistan, he was awarded the Meritorious Service Cross by the Governor General due to his "outstanding leadership...in defeating a determined enemy."

His final military posting was in Baghdad, Iraq, as a key leader in the international efforts to defeat ISIS terrorists in the region before he returned home in January 2019 to run for federal politics.

Alex believes that politicians represent the people who elected them, first and foremost.

Of note:

• spent 25-plus years in the military
• would insist that procedures are observed during committee proceedings

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Bonita Zarrillo New Democratic Party Disability Inclusion Critic Port Moody—Coquitlam British Columbia

Brief biography

Bonita Zarrillo was first elected as Member of Parliament for Port Moody-Coquitlam in 2021. She is known to be a voice for equality and drives systemic change that puts people first. She entered public service so she could advocate for working people and to support the needs of the most vulnerable in the community. She championed buy-local as a tool for small businesses to thrive and to enable them to hire locally, challenged pipeline corporations to pay their fair share, and completed a successful housing affordability strategy that generated the most rental housing starts in her region.

On Coquitlam Council, Bonita served on the following: Fraser Health Municipal Government Advisory Council, Multiculturism Advisory Committee, Metro Vancouver Indigenous Relations Committee, Universal Access Ability Advisory Committee, and past Board Member for the Federation of Canadian Municipalities. She sat on the board of 2 local Not-For-Profits that advocate for gender equality and speaks regularly at The Commission on the Status of Women at the United Nations.

Before being elected to municipal government, Bonita worked in consumer products as a Business Analyst for companies across North America and Europe. She has a B.A. in Sociology from the University of Manitoba, a Human Resource Management Certificate from the University of Calgary and has a Computer Science Degree from CDI Montreal.

Of note:

• pledged to help Canadians through collaborative committee work
• key issues of interest:
  • mental health and suicide prevention
  • women's issues and gender equality
  • workers' conditions
  • care economy

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Louise Chabot Bloc Québecois Employment, Workforce Development and Labour Critic Thérèse-De Blainville - Quebec

Brief biography

Louise Chabot was first elected as Member of Parliament in 2019 and was re-elected in 2021. She was born in 1955 in Saint-Charles-de-Bellechasse, Quebec, is a Quebec trade unionist and politician. She was president of the Centrale des Syndicates du Québec (CSQ) from 2012 to 2018. The organization initially represented nearly 200,000 members, including 130,000 in the education and early childhood sector.

She coordinated a major unionization project that resulted in the consolidation of more than 15,000 family day care managers, a first in the union world in Canada.

Of note:

• Critic – Employment, Workforce Development and Labour Critic
• sponsored the Committee’s study on the Review of the EI Program in 2021; critical of the EI program in general and very outspoken about seasonal workers’ trou noir and inadequate sickness benefits
• interested in seniors’ financial security and their purchasing power
• seek to enact federal anti-scab legislation
• supporter of labour unions – Former president of Centrale des syndicats du Québec (CSQ)
• member of the consultative committee for Quebec’s Pay Equity Commission
• advocate for increase in health transfers
• respect for provincial jurisdictions
• labour shortages
• nurse by profession

Hot issues (header not included in original binder)

a) Hot issue note: Passport document and application process

Issue

Passport document and application process.

Background

• Passports provide Canadians with access to consular services abroad, confirmation of a right to return to Canada and facilitated crossings at automated border gates around the world
• The integrity of the Canadian passport is internationally recognized and respected and is a key factor in maintaining safe, secure and visa-free access to over 180 countries for Canadians
• The Canadian Passport Order (CPO) dictates who is entitled to a regular (blue) passport, how it is issued, and when a passport can be refused, cancelled or revoked
• There are multiple Government of Canada departments involved in the delivery of the Passport Program:
  • IRCC: Accountable for the overall Passport Program. Is mandated by the Canadian Passport Order to issue, cancel, revoke, withhold and recover Canadian passports
  • Minister of Public Safety: Is responsible for passport cancellation, refusal and revocation in cases of terrorism and national security
  • Employment and Social Development Canada (ESDC): Provides domestic service delivery : (through Service Canada)
  • Global Affairs Canada (GAC): Provides passport services abroad through its consular service network

Key facts

• Canadians can submit completed paper applications for a passport by going to an in-person office or by mail
• Passport officers review the information provided by applicants to ensure completeness, including photos, supporting documents, signature and payment information
• Documentary Evidence of Citizenship (DEC) is examined and validated
• A verification is completed with a guarantor and/or references when applicable
• Applications may be referred to IRCC for further review

Key messages

• There are stringent measures in place to ensure the integrity of the Passport Program
• Applications require supporting documents, photos, guarantors and references. These elements are key to ensuring the integrity of Canadian passports
• Complex applications (first time applications, child applications) must meet very specific conditions in order to be processed and printed, such as:
  • authentication of identity to establish acceptable passport history
  • additional verifications
  • additional documents requested (for example custody documents)
• The majority of applications (86%) received are for first time adult applicants and children
• Applications for children are complex as the passport program must be vigilant in ensuring that the legal rights of all parents or legal guardian(s) with respect to the child are safeguarded and that the said child is protected from any foreseeable harm such as unlawful removal from Canada
• The participation of all parents or legal guardian(s) is required when applying for a child’s passport. The child’s application must include proof of parentage or guardianship and all documents (including any divorce judgment) about the custody of, mobility of, or access to the child when applicable
• If the other parent is unable to sign the form, additional documents will be required, which may include a legal document stating that the other parent’s participation or signature is not required for the issuance of the child’s passport
• If the other parent/guardian resides outside of Canada, they must go to the nearest Canadian mission to complete the Acknowledgement/Consent to Provision of Passport Services for a Minor Child (PPTC028). The mission will share a copy of the completed consent form with the office processing the child’s application

b) Hot issue note: Passport services standards, processing times and volumes

Issue

Due to the significant and growing demand for passport services, processing times are longer than usual; therefore, most passport service standards are not being met.

Background

• Over the course of the pandemic, only 20% of expected applicants applied for or renewed a passport
• While we kept issuing passports through the pandemic, Service Canada was operating at reduced capacity due to health and safety measures
• With the easing of travel restrictions, Service Canada is experiencing high volumes in passport applications across the country
• The IRCC forecast indicates that the passport program will experience an influx of applications delayed because of the pandemic coinciding with the 10-year passport renewal cycle beginning in 2023
• Service Canada delivery was based on an initial forecast of 2.4 million applications for this fiscal year. Shifts in pandemic further delayed applications and the revised forecast stands at 4.3 million
• This increase is not equally distributed across the year. Monthly volumes are expected to be between 45% to 20% higher than originally projected
• Less than 20% of these volumes are simple renewals. The majority are complex applications such as first time adult applications and children’s files
• Because of this growing demand, Service Canada is experiencing increases in passport processing time, and is responding by prioritizing those travelling imminently
• While significant efforts are being made to increase capacity by:
  • hiring new employees specifically to support the processing of passport applications
  • opening more intake counters
  • adding processing hubs
  • extending office hours, and
  • creating new workload management strategies

Service Canada does not have the capacity to process forecasted volumes with its existing resources.

Key Facts

• From April 1, 2020 to March 31, 2021, Service Canada issued 363,000 passports
• From April 1, 2021 to March 31, 2022, Service Canada issued 1,273,000 passports
• During March and April 2022, Service Canada received almost half a million applications

Key messages

• Service Canada is experiencing a significant and growing demand for passport services, which is affecting how quickly passport applications are processed
• Service Standards published online stipulate that the target is to process 90% of submitted applications within 10 business for In-Person offices, and 20 business days for applications submitted by mail
• Although processing times are currently longer than prior to the pandemic, 75% of Canadians who apply for passports currently receive their passports within 40 business days. 97% who apply in-person at a specialized passport office currently receive their passports under 10 business days
• Service Canada has put a number of measures in place to make it easier for Canadians to access passport services, and to improve and streamline processing to better meet their needs:
  • we have opened more service counters in over 300 Service Canada Centres
  • we have provided Saturday appointments at some Service Canada Centres
  • employees are working overtime every day, including weekends to process applications
  • we are leveraging staff from ESDC and IRCC to add processing capacity
  • clients will not be charged for expedited or transfer fees, if a complete application is submitted and we do not meet the service standard, and
  • a simplified renewal process now allows applicants to renew an expired passport issued in the last 15 years
• We will be removing the requirement for proof of travel in order to allow more clients to take advantage of the 10-day service at our specialized passport sites. Currently 96% of in-person clients receive their passport within 10 business days
• This will also allow us to deal with the significant inventory of applications in the passport mail centres. Clients can still apply by mail, however they must plan head, as processing will take about 9 weeks

c) Hot issue note: Situation Getting Better

Issue

Impacts of the pandemic and high volumes of applications have resulted in longer than normal processing times.

Background

• The Passport Program introduced a 10-year validity passport in 2013 to 2014
• Since then, 87.4% of Canadians opted for a 10-year passport and demand cycle shifted from 5 million applications to 2 million annually since 2018 to 2019
• Demand is expected to return to 5 million at the start of the next business cycle in 2023
• Travel limits imposed during COVID-19 reduced demand for the Passport Program by more than 70% compared to pre-pandemic estimates
• There were approximately 3 million delayed applications at the end of March 2022
• Initial forecasts estimated a slower rate of return of the delayed client demand than is currently occurring
• Volumes for 2022 to 2023 are expected to be 4.3 million rather than the original forecast of 3.6 million and over 5 million in 2023 to 2024

Key facts

Actions taken:

• Expanded the simplified renewal process for passports
• Established processing hubs in various regions across the country
• Hired 571 new employees, to date, to support the processing of passport applications
• Created a new workload management and processing technology to increase efficiency
• Expanded passport intake in 303 Service Canada Centres
• Opened more client counters in passport offices
• Operated extended hours, and used overtime in passport offices, and processing and call centres, and
• Re-assigned departmental resources to support passport processing

Key messages

• Service Canada has continued to issue passports to Canadians throughout the Covid-19 pandemic
• Service Canada continues to hire and train more passport processing employees
• Service Canada has updated the guidance directing clients travelling in 45 business days to the specialized passport sites. This will allow more clients to take advantage of the 10-day service
• This will also allow us to deal with the significant inventory of applications in the passport mail centres. Clients can still apply by mail; however, they must plan head, as processing will take about 9 weeks

d) Hot issue note: Call centre automated messages

Issue

The Minister’s office received complaints that clients are not able reach the call centre and that the number provided to clients to submit a complaint is the same call centre number.

Background

• Weekly Passport call volumes grew from 50, 000 (February 5) to a peak of 1.2 million (April 9)
• 12% of callers were able to access the Call Centre – the remainder got a fast busy signal or were blocked
• April 19, the Call Centre implemented a queue management approach that increased access to 99%
• Call volumes dropped to 400, 000 calls per week because system changes reduced the need to call repeatedly
• Average call wait time dropped from 1hr 52min to 44min
• 86% of calls are currently requests for status updates
• Complaints can be submitted online regarding Passport Program’s procedures, fees, staff or the quality of its service

Key facts

Weekly Passport call volumes grew from 50, 000 (February 5) to a peak of 1.2 million (April 9). Calls are now steady at nearly 500,000 calls per week (May 21)

Actions taken include:

• Shifting the IVR to ensure all callers receive all access options:
  • clients no longer receive a fast busy signal
  • clients are redirected to Canada.ca for basic information, and
  • clients hear a message indicating no lines are available when queue is full
• Modifying queue technology to eliminate the automatic drop from the queue and to ensure there is no maximum time in queue
• Call centre agents work until queues are cleared
• Adopting standard call centre practice of ‘Follow the Sun’ to ensure equitable access by all time zones
• Added 73 call centre agents:
  • 33 new passport call centre agents, and
  • 40 new general enquiry agents for IVR general enquiries redirected to 1-800 O-Canada

Key messages

• Changes made to the passport call centre have improved access to the 1-800 line
• Service Canada continues to hire employees to respond to the high call volumes
• Service Canada is focussing on reducing passport application inventory which will result in a reduction of calls to the Call Centre
• Service Canada takes all complaints very seriously and ensures that they are processed efficiently and professionally
• Complaints can be submitted online via the IRCC website
• Complaints can also be submitted by fax to 819-654-8817 or by mail

e) Hot issue note: Referrals to MP Offices

Issue

Services to Members of Parliament.

Background

• Applicants may choose to have their Member of Parliament act on their behalf in forwarding an application to Service Canada or communicating with Passport representatives
• Due to the significant and growing demand for passport services, processing times are longer than usual; therefore, most passport service standards are not being met

Facts

• To ensure timely receipt and completeness, Canadians are encouraged to apply in person at a specialized passport office
• Constituency staff are encouraged to drop off applications submitted at the constituency office at the nearest Service Canada location
• Services offered to MPs on behalf of their constituents are the same as those offered to all Canadians
• Service Canada staff make all attempts to assist the client within all Service Canada channels including encouraging the client to contact the call centre or by visiting a specialized passport site to inquire about the status of their passport application or to expedite an application

Key messages

• Because of growing demand, Service Canada is experiencing increased passport processing time, and is responding by prioritizing those travelling imminently
• Services offered to MPs on behalf of their constituents are the same as those offered to all Canadians
• If an applicant chooses to have an MP act on their behalf when communicating with passport representatives regarding their applications, the MP can:
  • submit a request for a status update
  • submit a request for expedited service with the same conditions as the call centre or local office
• MPs should encourage Canadians to apply in-person at a Service Canada Centre where trained passport program employees can ensure completeness avoiding potential delays related to incomplete applications
• Applications submitted by clients through MPs and mail have a 25% rate of error, creating delays in processing
• Service Canada recognizes the challenges faced by clients in remote and northern communities. MPs transporting applications on behalf of clients remains an important avenue for clients furthest from service centres

f) Hot Issue Note: Service Fee Act

Issue

Under Service Fees Act, the Government of Canada is required to refund fees if service standards are not met.

Background

• The provision under the Service Fees Act came into effect on April 1, 2021
• The Passport Subordinate Remission Policy states that remissions under the IRCC Departmental Remission Policy does not apply for applications processed in unusual or exceptional circumstances that may impact regular operations, result in an unforeseeable and significant influx of applications, or result in loss of staff, loss of facility (partial or full), or loss of communications or network capabilities
• The current circumstances are deemed unusual or exceptional

Key facts

• Over the course of the pandemic, only 20% of expected applicants applied for or renewed a passport
• While we kept issuing passports through the pandemic, Service Canada was operating at reduced capacity due to health and safety measures
• With the easing of travel restrictions, Service Canada is experiencing high volumes in passport applications across the country
• Because of this growing demand, Service Canada is experiencing increases in passport processing time, and is responding by prioritizing those travelling imminently

Key Messages

• Service Canada is experiencing a significant and growing demand for passport services, which is affecting how quickly passport applications are processed
• We will be removing the requirement for proof of travel in order to allow more clients to take advantage of the 10-day service at our specialized passport sites
• This will also allow the Department to deal with the significant inventory of applications in the passport mail centres:
  • clients can still apply by mail, however they must plan ahead as processing will take about 9 weeks
• Clients will not be charged for expedited or transfer fees, if a complete application is submitted and we do not meet the service standard

g) Hot issue note: Transitional support from Service Canada for Ukrainians

Issue

Service Canada will process a payment to eligible Ukrainians and their family members arriving under the Canada-Ukraine Authorization for Emergency Travel (CUAET) for short-term income support to ensure basic needs are met through the Canada-Ukraine Transitional Assistance Initiative (CUTAI).

Background

• Following the invasion of Ukraine by Russia, the Government of Canada put in place the Canada-Ukraine Authorization for Emergency Travel (CUAET) special immigration measure that provides an accelerated temporary residence pathway for Ukrainians
• On April 9, 2022, the Prime Minister announced an additional series of measures to make it easier for Ukrainians fleeing the war to come to Canada:
  • this included the commitment to provide short-term income support for Ukrainians and their dependents to ensure their basic needs are met upon arrival in Canada
• Immigration, Refugees and Citizenship Canada (IRCC) is now working towards establishing the Canada-Ukraine Transitional Assistance Initiative (CUTAI). The CUTAI will allow for the provision of direct one-time transitional financial support to foreign nationals arriving through the CUAET special immigration measures
• ESDC/Service Canada will enter into a service delivery partnership to deliver the CUTAI on behalf of IRCC
• ESDC/Service Canada continues to work with IRCC on the implementation of the CUTAI. It is expected that ESDC/Service Canada will continue to start accepting applications for the CUTAI on June 2, 2022 (TBC):
  • once an application is received, ESDC/Service Canada expects to issue a payment within 5 business days for non-complex applications and no additional validation is required

Key facts

• Service Canada is responsible for the processing of payments for this program. Policy authority on eligibility rests with IRCC
• It is estimated that approximately 200,000 individuals may be eligible for this payment
• Over 20,000 potential applicants have already arrived in Canada

Key messages

• Service Canada will reinforce the Government of Canada’s commitment of providing financial support for the basic needs of individuals fleeing Ukraine in providing the service delivery portion of the Canada-Ukraine Transitional Assistance Initiative (CUTAI):
  • Service Canada will be responsible for receiving and processing applications for transitional financial support, and issuing the payments eligible individuals
  • Service Canada is the delivery partner with IRCC as we can leverage existing infrastructure to facilitate payments to a large number of recipient in an expedited manner
• Integrity is a key consideration and will be maintained using delivery structures, systems and rigorous checkpoints
• Service Canada can leverage our existing infrastructure to ensure that in the delivery of this temporary benefit there is no impact on other programs or services delivered by the Department

h) Hot issue note: Claims against the Crown and fees

Issue

Applicability of claims against the Crown and Fees.

Background

• Claims may include requests for compensation to cover losses, expenditures or damages sustained by a claimant, including requests or suggestions that the Crown make an ex gratia payment (compassionate or charitable payment made by the Crown)
• Claims against the Crown apply to client requests for the reimbursement of additional expenses such as parking fees, photos, fees to replace a documentary evidence of citizenship (DEC), flights, accommodation, meals, lost wages, etc.

Key facts

• If a client books travel prior to obtaining a passport the program is not liable for any financial losses incurred due to delivery of the passport
• The IRCC website indicates: “We aren’t liable for any losses if we can’t deliver your passport in time.”
• IRCC and ESDC, through Service Canada are committed to providing reasonable and timely settlement and payment of claims made against the Crown related to the Passport Program and its service delivery
• Every reasonable effort shall be made to obtain satisfaction of claims by the Crown, taking into account administrative efficiency and cost-effectiveness

Key messages

Claims against the crown:

• clients who book travel prior to receiving their passport cannot claim non- refundable expenses from the Passport Program, unless:
  • an error was made by the Program (that is cancellation of passport, error in passport)
  • an office misinformed the client
  • documents were not copied properly by the intake office prior to sending to processing centre
  • processing of an urgent file was not done with due diligence
  • passport was delivered to wrong address
  • proof of travel was a condition of issuance by Service Canada
• items which may be refunded/reimbursed (for claimant only/and family members) include:
  • parking
  • transportation (bus, taxi, airfare, gas)
  • new photos
  • postage
  • fees for urgent/express service, transfer, callback
  • gratis replacement booklet/Emergency travel document
  • hotel
  • meals (restaurants, groceries)
  • lost wages
  • event tickets
  • loss of enjoyment
• To submit a claim against the crown, clients can submit a reimbursement request and receipts, either in person directly to the concerned office, by mail or by submitting a formal complaint online:
  claims under $500 are administered by ESDC / Regions
  • claims of more than $500 are administered by IRCC
• Reimbursement requests are accepted within 12 months of the service delivery date
• The timeframe to issue reimbursements is up to 6 to 8 weeks

Application of fees to applications processed outside of standards

• Clients will not be charged for expedited or transfer fees, if a complete application is submitted and we do not meet the service standard
• If the client has applied by mail and the file is not opened yet:
  • the client is charged when applying in person
  • the mailed in application is closed out and returned to the applicant
• if the client has inadvertently been charged twice, a refund request will be processed on behalf of the client

i) Hot issue note: How is Service Canada addressing line ups and wait times

Issue

With the easing of restrictions and the resumption of travel Service Canada recognizes that an increase in demand for passport services has resulted in lineups and longer wait times for service, and we understand the concern this may cause for clients.

Background

• At the start of the pandemic, Service Canada acted quickly to support Canadians by introducing eServiceCanada, the Outreach Support Centre (eCOLS) and eSIN. This ensured continued delivery of critical services while protecting the health and safety of clients and employees
• eServiceCanada was launched in March 2020. It mirrors the services typically available at Service Canada Centres. Through eServiceCanada, clients are able to visit the Service Canada website and fill out a form to request a call back for service from a Service Canada employee within 2 business days
• The Outreach Support Centre (eCOLS) was launched in April 2020. It provides support to clients who would normally be served through in-person outreach. This toll-free phone service provides direct, personalized support to Indigenous communities and other clients facing barriers to service. It also supports those who may not have access to the technology required to access other service channels
• eSIN was launched in April 2020. It allows clients to obtain a Social Insurance Number through an online application, without the need to bring supporting documentation to the Service Canada Centre
• Service Canada has put health and safety strategies in place to reactivate 340 sites across the country
• While walk-in service is offered when capacity allows, clients are still encouraged to schedule an appointment to ensure they are served when they visit a Service Canada Centre. Appointments in Service Canada Centres are tailored to every client, while prioritizing those with immediate needs

Key facts

• Clients can access services at over 300 Service Canada Centres. A list of Service Canada locations can be found online.
• In addition to being served at Service Canada Centres, clients now have more tools than ever before for accessing Government of Canada services including:
  • submitting requests through the eServiceCanada portal. eServiceCanada is a convenient service that minimizes line-ups in offices and allows clients to be served wherever they are:
    • over 4.9 million clients have used this service since March 2020
  • contacting the Service Canada Outreach Support Centre toll free at 1-877-355-2657. This service provides vulnerable clients with a responsive and supportive mechanism to accessing service over the phone:
    • as of May 25, 2022, 72,482 clients have accessed service through this channel since April 2020
  • applying for a Social Insurance Number online. Clients who want to apply for a Social Insurance Number can use do so online.
    • as of May 25, 2022, 1,730,079 clients have been served via eSIN since April 2020
• Effective May 2, 2022, Service Canada Centres returned to full occupancy. As a result, more service counters are available to serve clients, which will allow us to better meet public demand, reduce line-ups and wait times. This strategy is fully supported by Health Canada, Operational Health and Safety and Unions Partners
• As of April 4, 2022, clients can book an appointment through the eServiceCanada portal, available online and on mobile phones

Key messages

• Service Canada is continuing to do everything necessary to improve wait times
• Commissionaires and staff triage the line and re-direct clients online or to other service locations when possible. Clients are being pulled from the line based on priority
• Online services including My Service Canada Account, eServiceCanada and eSIN are a convenient way to access programs and services
• Clients who need in person service are strongly encouraged to book an appointment via the E-service Canada.ca booking tool. Appointments are tailored to every client

5. Background (title not included in original binder)

a) Background: Passport on service delivery and processing times pre-pandemic, during and post

Issue

Due to the significant and growing demand for passport services, processing times are longer than usual; therefore, most passport service standards are not being met.

Background

• Over the course of the pandemic, 3 million Canadians did not renew or apply for a passport
• With the easing of travel restrictions, Service Canada is experiencing high volumes in passport applications across the country
• The IRCC forecast indicates that the passport program will experience a sustained increase in applications due:
  • to pandemic delayed volumes
  • regular annual volumes
  • 10-year passport renewal cycle beginning in January 2023
• Service Canada planned for 2.4 million applications as forecasted by IRCC in April 2021
• Since then, IRCC’s projections for fiscal year 2022 to 2023 have increased to 4.3 million
• This increase is not equally distributed across the year. Spring/summer volumes are expected to be up to 45% higher than originally projected (see Annex)

Key facts

Key messages

• Published service standards state that the target is to process 90% within 10 business days for applications submitted as passport offices, and 20 business days for applications submitted by mail or at Service Canada Centres
• Although processing times are currently longer than prior to the pandemic, 76% of Canadians who apply for passports currently receive their passports within 40 business days
• 97% who apply in-person at a specialized passport office currently receive their passports under 10 business days
• If a passport application submitted by mail is complete and the client requires expedited service or a transfer to a nearby office due to processing times being outside of service standards, the expedited and transfer fees are waived
• We will be removing the requirement for proof of travel in order to allow more clients to take advantage of the 10 day service at our specialized passport sites
• This will also allow us to deal with the significant inventory of applications in the passport mail centres
• Clients can still apply by mail; however, they must plan ahead as processing will take about 9 weeks

b) Service Canada workforce and vaccination

• Prior to the pandemic in March 2020, approximately 21,600 employees were part of Service Canada workforce
• During the period of March 2020 to March 2022, the Service Canada workforce grew to approximately 28,600 employees
• A majority of the hiring activities in Service Canada during this timeframe were to increase workforce capacity in program delivery and clerical roles that directly support the processing and delivery of various benefits and services for Canadians and their families
• Service Canada also regularly mobilizes and realigns internal resources to address emerging operational needs for critical services to Canadians
• In the fiscal year ending in March 2022, Service Canada on-boarded approximately 5,700 new external resources primarily into term, casual and student roles to augment workforce capacity across all business lines and to address attrition
• A critical aspect of onboarding new staff to new roles is training. All of the current passport officers serving Canadians have completed the required Passport Training

Source: PeopleSoft

Vaccinations

• Given that operational requirements may include ad hoc onsite presence, all employees, including those working remotely and teleworking must be fully vaccinated to protect themselves, colleagues, and clients from COVID-19
• As of mid-March, 24,951 Service Canada employees attested to being fully and partially vaccinated, and 249 Service Canada employees are currently on leave without pay as a result of the implementation of the Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police

How COVID has had an impact, beyond the vaccine mandates

• COVID has had a significant impact on ESDC’s workforce and workplace. To ensure the health and safety of employees and the continued delivery of services, many employees were instructed to work from home, where it was operational feasible to do so. For job functions where it was not operationally feasible to work from home (for example direct client service at Service Canada Centres), layered health and safety measures were implemented (for example requirement to wear masks, physical distancing)
• Building occupancy was limited between the beginning of the pandemic to May 2022. Specifically, until recently, on-site work was limited to those critical functions that could not be carried out remotely, or who had an approved accommodation. This impacted delivery of services overall (for example not all Service Canada counters could be opened given public health restrictions)
• There has been a significant decrease of absenteeism for employees during the years of the pandemic. For the fiscal years 2018 to 2019 and 2019 to 2020, the number of paid leaves in a year averaged 33 days per employee, which includes vacations, family related leave, sick leaves and others. This number decreased to about 21 days in 2020 to 2021 and 2021 to 2022, mostly impacted by reductions of vacations and sick leaves
• As health restrictions began to ease in the Fall of 2021, ESDC began laying the groundwork for the Future of Work. Specifically, advance planning to begin supporting greater numbers of employees in the office
• Since the Fall, ESDC has continued to advance its planning on the Future of Work. This includes moving toward a new flexible work model this September
• In May 2022, Health Canada updated its guidance which has resulted in further easing of restrictions and an ability to return to full occupancy. ESDC is currently working to implement the new guidance. For Service Canada Centres specifically, in consultation with Health Canada, restrictions on occupancy were lifted earlier while maintaining layered health and safety measures (for example mandatory mask)

How the need to work in the office impacted the work force (for example, the importance of health and safety)

• For job functions where it was not operationally feasible to work from home (for example direct client service at Service Canada Centres), layered health and safety measures were implemented. Specifically, on-site employees were supported through a series of personal preventive measures, including physical distancing, mask usage, capacity limits, directional signage and employee active screening
• In addition, each office required reconfiguration to ensure health and safety of employees. This included new signage, active and passive screening requirements, the hiring of commissionaires in Service Canada Centres to ensure security of employees, the installation of Plexiglas between employee and clients

c) International Passport processing comparison

• There is some information available from like-minded countries concerning passport-processing delays due to the lifting of COVID-19 related travel restrictions
• All 7 countries (Australia, Ireland, New Zealand, UK, US, Sweden, and France) are experiencing delays in passport processing and delivery:
  • countries with an online application option have generally better processing and delivery timelines despite delays
  • countries requiring appointments or in-person visits have generally worse timelines

d) Busiest Service Canada centres

Of the 341 service sites, the following have line ups of 30 or more clients throughout the day.

6. Integrity and fraud concerns

a) Hot issue note - IT security system improvements

Issue

Cyber criminals have increased their efforts to steal personal information and defraud governments, including Service Canada, of social benefit payments.

Background

• Cyber threat actors of varying motivations and sophistication using the COVID-19 pandemic as a means for their malicious activities, such as cyberespionage and cybercrime
• According to the report National Cyber Threat Assessment 2020, released by the Canadian Centre for Cyber Security, cybercriminals threaten the privacy of Canadians through the theft of personal information, which facilitates additional criminal behaviour, including identity theft and financial fraud
• It is important to note that there have been no known employment insurance accounts hacked or data compromised at Service Canada
• Some Canadians have had their identities compromised and/or stolen through information breaches in the private and financial sectors, some through large scale incidents published in media. Fraudsters use the stolen identities to impersonate real clients and attempt to gain access to Service Canada benefits and/or client personal information
• The Department takes the integrity of its programs very seriously and works closely with key partners including the Canadian Centre for Cyber Security, Shared Services Canada, and the Treasury Board Secretariat to improve our overall security posture and to counter attacks

Key Facts

Protection measures already in place

• Service Canada has recently implemented a number of measures that proactively detect high-risk and fraudulent behaviour. This work has prevented attacks from starting or caught them early enough to prevent payments from being made to fraudsters
• Additional staff have been hired and trained to support cyber security operations, to more rapidly identify, protect, detect, respond, and recover from incidents
• ESDC has invested in the creation of a state of the art digital forensics lab. The lab helps the Department to develop better protection measures, including working with its security partners
• Using a layered defence approach, a key initiative to stop fraud is Captcha, which is a system designed to detect and stop automated attacks to our online web services to citizens at the heart supporting the delivery of EI payments, and provides a successful mitigation of automated threats

Planned additional measures (medium-term)

• ESDC is deploying a number of cyber security tools to prevent the cyber fraud attacks that draw resources away from normal operations
• Solutions include the implementation of online fraud detection tools that provide a transparent, enterprise layer of defence against attacks and other commercial tools to monitor the internet for new and emerging threats

Planned additional measures (long-term)

ESDC is planning a number of key initiatives that will strengthen our cyber security and anti-fraud capabilities. These include building capacity in the areas of ethical hacking and simulated attack response, the establishment of a Cyber Security Operations Centre (CSOC) to oversee and protect all digital assets, and systems and support incident response and recovery activities along with in investment in a range of cyber security and fraud monitoring tools.

Key messages

• Service Canada is an attractive target for cyber criminals – the Department holds a wealth of Canadians’ personal information, and is a generous benefits provider
• ESDC is taking steps to better-protect the services offered to Canadians, and to reduce occurrences of cyber fraud
• The security applications that the Department is implementing are focused on maintaining a friction-free user experience, respecting accessibility, and ensuring a level of expediency in accessing benefits, particularly in the case of EI
• The Department is taking a tactical approach to put levels of protection in place where the bulk of known fraud is being committed
• In the longer-term, the Department planning a number of key initiatives that will strengthen our cyber security and anti-fraud capabilities
• ESDC is in contact and engaged with other partners who also share the same fraud challenges such as the Canada Revenue Agency (CRA). Working closely with other departments such as Shared Services Canada, and the Canadian Centre for Cyber Security will also ensure GC alignment and commitment
• The protection of personal information is paramount in ensuring that clients accessing GC benefits and services maintain trust in our ability to protect their information

b) Hot issue note - Integrity awareness

Issue

The Department has measures in place to raise awareness of fraud issues related to the Passport Progam.

Background

• Passport Integrity initiatives are in place across Canada
• IRCC provides program integrity support in the form of intelligence reports, bulletins, security awareness sessions and material

Key facts

• Every Government of Canada passport processing site has a dedicated integrity awareness champion
• All passport processing staff are required to participate in a mandatory Annual Integrity Awareness session
• All Passport Officers are required to participate in a mandatory Passport Program Integrity Training
A
• ll employees are equipped with a communication channel through which they can inform IRCC of any suspicious patterns or integrity related irregularities they may come across in the course of their daily duties
• All employees are regularly provided with information on known and emerging threats to the integrity and security of the Canadian passport

Key messages

• The Government of Canada takes the integrity of its Passport Program seriously and has taken steps to combat the risk of fraud
• To ensure staff are aware of known and emerging threats to the integrity and security of the Canadian passport The Department holds Monthly Integrity awareness briefings for its passport employees
• In addition, Intelligence Bulletins providing information on known and emerging threats to the integrity and security of the Canadian passport are shared by IRCC with Service Canada
• Robust processes are also in place for employees to inform IRCC of any suspicious patterns or irregularities they may come across in the course of their daily duties

c) Hot issue note: Stolen passport

Issue

How are passports reported stolen and subsequently replaced.

Background

• With the easing of travel restrictions, Service Canada is experiencing high volumes in passport applications and delays in processing across the country
• Call centre volumes are higher than usual due to processing delays

Key facts

• A stolen passport must be reported to Service Canada regardless of whether Canadians plan to immediately replace the passport
• A passport reported stolen is flagged in the Passport database and the information is shared with IRCC, CBSA, and the RCMP
• Canadians contacting the Service Canada Passport call centre to report a stolen passport may experience delays in obtaining service

Key messages

• Canadians can report a passport stolen by duly completing the form Declaration concerning a lost, stolen, inaccessible, damaged or found Canadian travel document
• The declaration form can be submitted in person at one of over 300 Service Canada locations or by mail
• Canadians can also call the Passport Call Centre who will report the passport stolen on their behalf
• When submitting a new application to replace a stolen passport, normal processing standards apply
• Canadians can now renew your passport even if it is expired, damaged, lost or stolen, provided they include the information from their most recent passport on the application

7. Modernization of service delivery systems

a) Hot Issue Note – Costs and risks in continuing to extend aging IT systems

Issue

Chronic underfunding in the update and modernization of IT systems can have detrimental impacts to service to Canadians.

Background

• Employment and Social Development Canada (ESDC) is the largest federal service delivery organization in Canada, providing $252.3 billion in direct benefits to Canadians in 2020 to 2021 through key programs including Employment Insurance (EI), Canada Pension Plan (CPP), Old Age Security (OAS), Canada Emergency Response Benefits (CERB), and other statutory transfer payment programs
• The Minister responsible for Service Canada is mandated to:
  • lead the development and implementation of modern, resilient, secure, and reliable services and benefit delivery systems for Canadians, and
  • ensure those services and benefits reach all Canadians regardless of where they live
• Through Service Canada, the organization also delivers services to Canadians on behalf of other government departments as like Passport services on behalf of Immigration Refugee and Citizenship Canada
• Canada’s social programs and benefits are governed by complex legislation, regulations, and policies that have evolved over the decades:
  • interpreting these complexities in computer code has led to equally complex, less robust, and rigid benefits delivery systems over time
• The Government of Canada’s current IT legacy systems are aging and in need of modernization:
  • deferring maintenance and updates over long periods of time has increased technical debt, which in turn increases the risk of systems failure
• Systems failure can negatively impact the department’s ability to continue to deliver programs and services to Canadians
• Technical debt can drive additional risks to the organization such as system instability, exposure to security vulnerabilities, and an inability to meet changing organizational needs
• Since the Auditor General Report on Aging IT in the spring of 2010, the government has started to invest in addressing technical upgrades and modernization however gaps remain

Key facts

• There are considerable costs and risks in continuing to extend the life of our systems. Challenges include:
  • costly maintenance and upgrades
  • coding complexities that can slow down policy implementation
  • security issues
  • potential errors and mispayments, and
  • extended wait times for clients
• In Budget 2019, ESDC received $55.3 million over 4 years to stabilize and remediate the Pensions systems
• In 2020, ESDC received support for $468.9 million over 6 years to address the most critical stabilization needs, establishing disaster recovery, and improving network performance

Key messages

• The Government of Canada is investing in the modernization of service delivery systems. For example, the Benefits Delivery Modernization (BDM) Programme is an IT-enabled business transformation that will provide Canadians and employers with a modern client experience, reduced wait times, streamlined applications, and faster payment of benefits
• BDM’s technology component will focus on replacing a suite of aging IT systems and tools with a modern, integrated technology solution that will respond quickly to policy and other business changes, as well as support the expanding service delivery expectations of the future
• IRCC is also investing in the “Passport Processing Modernization Program” to modernize passport processing including IT systems used at ESDC for Passport Processing and Passport Printing
• Additional investments in technical debt remediation are still required to mitigate the risks to Canadians in our delivery system

b) Hot issue note - Modernization of service delivery systems – Status of the modernization, work ahead and next steps

Issue

Employment and Social Development Canada (ESDC) is transforming the way it delivers services and benefits to Canadians including modernizing its benefits delivery platform.

Background

• ESDC is transforming based on client needs and expectations. Transformation work includes exploring how to provide clients with a seamless digital experience and how to improve accessibility of services to vulnerable populations
• ESDC has also invested in technology to serve Canadians better through:
  • a modern technology platform streamlining benefits processing
  • new digital services, and
  • enhanced service management capabilities
• To support modernization efforts, and in alignment with the mandate commitment to “deliver and implement a modern, resilient, secure and reliable services and benefit delivery system”, ESDC has implemented the Benefits Delivery Modernization (BDM) Programme
• The BDM Programme will replace a suite of aging IT systems and tools supporting the Employment Insurance (EI) and Pension Programs with a modern, integrated technology solution to respond more quickly to policy and business changes and support the service delivery requirements of the future

Key facts

• In 2020 to 2021, ESDC expenditures on programs and services totalled $252.3 billion. Of this, more than 95% directly benefitted Canadians through EI, CPP, OAS, CERB and other statutory transfer payments
• The current information technology legacy systems that enable delivery of benefits such as EI, CPP and OAS are aging and in need of modernization
• The speed of service delivered during the pandemic has changed clients’ expectations
  • For example, in 2019 to 2020, EI payments averaged 19 days; however, during the pandemic, Canada Emergency Response Benefit (CERB) payments averaged 10 to 12 days for a mailed check and 3 to 5 days for a direct deposit
• ESDC has also seen an increase of 60.9% in CPP application volume over a 4-year span

Key messages

• To meet the needs of Canadians, ESDC’s vision for the future is one that is seamless and digitally enabled, accessible, and delivers results to Canadians
• ESDC is committed to delivering easy to use, seamless, digitally-enabled services, be it online, over the phone or in-person that put the needs of Canadians first
• Canadians expect us to address current operational pressures in the short term (for example, passport processing) while transforming to keep up with their needs in the long term
• Our modernization plan is a multi-year undertaking that will replace aging IT systems and ensure major benefit programs – OAS, CPP, and EI continue to support Canadians
• To do this ESDC continues to employ the right technology and skills to provide high quality and accessible services to Canadians