Hello. Good afternoon, Madam Chair, respected members of the committee, and ladies and gentlemen. Thanks for inviting me today to present on the modernization of client service delivery. I'm the chief executive officer of the Canadian Association of Professional Immigration Consultants, CAPIC. We are the association that represents immigration consultants in Canada. Across Canada, we have four chapters and about 1,500 members.
Thank you for inviting us to appear before the committee today.
I'm pleased to be here and to give you a presentation on the modernization of IRCC's client service and other services.
The presentation was submitted to you in English; however, it's a pleasure for me to answer your questions in French or English.
As an introduction, I would like to start by mentioning that IRCC processes millions of applications. These include temporary residency applications, PR applications, eTAs, and ATIP applications. I'm using acronyms to make things fast. I believe we are all familiar with these acronyms.
Throughout the years, we've made improvements throughout the system. However, in an era of technology, today it is time for IRCC to be on top of the technology and to offer adequate and respectful—excuse me; respectable—service to the clients.
I'll start with the communication offered by IRCC. In fact, this is split into three categories.
The first one is personalized messages. These are mainly the letters that the candidates and the immigration consultants who are their representatives receive, in the name of their client, to advise them about the status of the case, the decision, and/or other required documentation.
The second category of communication is automated messages. Under the new system and with electronic services, IRCC has been starting to send what we call massive communication to its clients, advising them about an issue, etc. The point here is that so far we have been struggling with the fact that IRCC has been sending some messages that really are not personalized. Therefore, these messages are missing the names, file numbers, and contact information of the authorized representative. This is a point that we would like to raise today.
The third category is the call centre. Here I would like to commend the move that it made. I'm not sure if you have tried the call centre recently, but the message, way, and approach are completely different. We are happy to see this kind of approach from IRCC. To give you an example, the previous message used to start by saying something like, “If you are offensive to our staff and to the people on the call, then we will take measures, and we will hang up.” The new message says something more like, “Welcome. Thanks for calling Immigration and Citizenship Canada.” This is a big change.
We also would like to recommend that our centre agents be split into categories so that some of them would be more senior. Then we would have the option that they would speak to immigration consultants who represent clients on specific files. We believe that in this way—by asking immigration officers to make changes and by sending them emails, and so on—we can save a lot down the road. We could call a specific phone line to ask for minor changes on the file.
Now I'll move to the processing times. We all know that the processing times have reached unacceptable levels.
I think Minister McCallum is to be highly commended on the final decision he has taken. We know how many resources and how much funds it would take to lower the family class processing time to 12 months. However, that is in comparison to an express entry application. For express entry, the candidate is invited to apply, and it is a process of six months or less. We are still putting our humanitarian and non-economic classes behind. These are 50% slower than the economic class.
Another aspect I would like to touch on is what is known as GCMS, the global case management system that is running the whole operation in IRCC, in CBSA, and, of course, other agencies. With this system, there is something called the APR portal, the authorized paid representatives’ portal, which allows us and authorized representatives to have access to their clients securely. It also allows us to send applications to Immigration Canada and submit applications of all types, except family class, so far.
It allows also the department to move files in crisis zones. For example, you may have a crisis in one zone, so now electronically and securely, without diplomatic bags, they can transfer complete office files to another file or retrieve them from Canadian processing centres and so on, electronically and securely.