OGGO – Client Experience in Action at IRCC – June 5, 2023

Date: April 18, 2023

Classification: Unclassified

Department: IRCC

Issue:

Immigration, Refugees and Citizenship Canada (IRCC) is committed to providing a best-in-class client experience

Proposed Response:

• IRCC is committed to delivering quality client service across its global network by making our programs and services more efficient, clear and easy to use.
• Our government understands that continuous improvement of client service is important for a world-class immigration system as we continue to welcome historic numbers of newcomers.
• IRCC continues to modernize by adapting, modifying, and reinventing how services are delivered to clients, including confirming permanent resident status online, and introducing online citizenship testing and virtual citizenship ceremonies.
• Over the next five years, IRCC is undergoing business transformation to modernize the Department’s suite of programs and services to better meet the changing needs and expectations of clients.

If pressed:

• IRCC continues to produce a high volume of final decisions across all business lines. In 2022, IRCC made 5.2M final decisions for permanent residents, temporary residents (excluding electronic travel authorizations) and citizenship, nearly doubling the number for 2021. In the first three months of 2023 (January to March), IRCC made 1.7M final decisions, which is 70% higher than the same period for 2022.
• IRCC continues to increase its processing capacity and ability to tackle the backlogs. To process more files, lessen wait times, and reduce the inventory of applications, IRCC has hired additional employees throughout 2022 and will continue hiring efforts throughout 2023.
• IRCC’s Client Support Centre (CSC) continues to support clients by email for web form enquiries and telephone. Our CSC also has dedicated teams to provide timely client support for those affected by the humanitarian crises in Afghanistan and Ukraine.
• To help clients and their representatives easily track the status of their application information online, IRCC has implemented Application Status Trackers for multiple permanent and temporary residence and other programs. Clients in Citizenship, Family Class, and Express Entry, as well as Temporary Resident Visa, Study Permit and Work Permit lines of business now have access.
• Usability testing with clients, surveys, and design research continue to be carried out virtually. This ensures that clients’ underlying needs are identified before services are designed or updated and that IRCC products are tested with clients before being launched.
• Under the Digital Platform Modernization program, IRCC is working to introduce a new Client Experience Platform. Once implemented, it will provide the tools and capabilities via a single digital “front-door” to offer a more seamless client experience, enabling personalized services to clients and replacing outdated and/or standalone client-facing portals and tools.

Contact:
Sylvain Beauchamp
Director General, Client Experience Branch
Cell. No.: 343-548-7270

Approved by:
Daniel Mills
Senior Assistant Deputy Minister, Operations Sector
Tel. No.: 613-437-6396

Background:

Client Support Centre Operations

• IRCC’s CSC is open Monday to Friday from 6:30 am to 7 pm ET, ensuring coverage from 8 am to 4 pm from coast to coast to provide direct and personalized responses to client enquiries through email and telephone, including in response to humanitarian crises. Furthermore, CSC’s Interactive Voice Response system has continued to provide a self-serve option for our clients 24/7, thus giving access to the information they need.
• IRCC has been modernizing its services at the Ministerial Centre for Members of Parliament and Senators (MCMPS), co-developing an online appointment-based system with Member of Parliament and Senator offices. It currently offers approximately 1000 hours of support weekly, which allows Members of Parliament, Senators and their staff to better serve the constituents that are seeking support directly from them.
• The CSC continues to respond to increased numbers of enquiries through its service channels:
  

  Channels	VolumeFootnote *
  Regular phone enquiries	7.3M
  MCMPS enquiries	432k
  Global crisis units calls (Afghanistan and Ukraine)	250k
  Email Support Unit enquiries (including Afghanistan and Ukraine)	2.68M

• Budget funding has been used to improve capacity at the CSC to respond to a growing volume of client enquiries, as well as stabilize the technology and tools used by its front-line agents. This will allow the CSC to continue bridging the gap as services “go digital.”