With regard to the quality of service provided by the Ministerial Enquiry Unit and MP Unit of Citizenship and Immigration Canada: (a) what is the total number of full time staff for each unit, and what are their job designations; (b) what training is provided to staff in preparation for responding to inquiries from MP offices; (c) are there regularly scheduled training or briefing sessions to keep the unit staff current on ministry policies and practices, and if so, how often do these occur; (d) do both units get the same training, and if not, what are the differences; (e) how do job descriptions and the mandates of these two units differ; (f) does one unit, or both, have the mandate to review files and to push for a timely resolution; (g) do these two units work collaboratively on files, and if so, how is information shared and updated; (h) who is ultimately responsible for incorrect information given to MP offices, i.e. what is the chain of command, or organizational chart for these two units; (i) what is the process for reporting instances of incorrect information given to MP offices; (j) what is the process or mechanism for reporting and fixing a problem in the system identified by an MP office; (k) what are the service standards for processing applications and security checks and verifications; (l) what remedy is available for cases that have gone beyond the service standards and timelines, and if difficult cases are moved to a different unit for treatment, are they then subject to a different set of protocols and service standards; (m) what are the protocols and service standards for applications originating from remote areas; (n) where services are not available, or not available in a timely fashion in a remote or less-serviced area, are applicants then given information on faster options (e.g. in a larger urban centre) that may be available to them; and (o) are all applicants given the same options and information, or is this a flexible standard, depending on the agent or officer?
In the House of Commons on May 8th, 2017. See this statement in context.