Citizenship and Immigration committee  Just clarifying that, one of the key components is, right now if you are being represented by the consultant, and if you have filled out the form, that's one way. We have a way to look at it from the list. As I said, calling the client.... Finally, we also have a quality control

Citizenship and Immigration committee  I'll try to respond, Mr. Ayoub. For embassies abroad, we have—

Citizenship and Immigration committee  I'll mention that our focus is to provide that kind of transparency in terms of what we really want our clients to focus on. We have considered the client-centric approach, so that's why application forms and website changes—

Citizenship and Immigration committee  There two things are that we have instituted and have worked well. One is the proactive approach, which is basically educating the clients overseas to apply early, apply with completed forms, use the e-applications and use the forms that are available on the Net. Also, we're send

Citizenship and Immigration committee  Madame Chair, we do have just an outreach tool. We do not have an enforcement tool. We continue to work with the government on a bilateral basis, just to establish....

Citizenship and Immigration committee  In terms of the service standards, we in IRCC have around 78 services that we give, and we have 39 service centres for different purposes, but in terms of the call answer rate and what we need from the call service centre, that establishment of the standard has not been done, bec

Public Accounts committee  Thank you. I'll respond to that. As you mentioned, we have reduced the email response time to five days. Actually, we're working towards bringing it down further to three days. I must say there are other channels that we are also utilizing so that we can get better service quali

Public Accounts committee  As we speak we have rolled out the two parts. As we move forward, this pilot is going to expand and keep on, as mentioned earlier by different deputies. We learn the lessons when we roll it out. We make some tweaks and we continue to roll it out. Over the major lines of business

Public Accounts committee  As we said, we are actually phasing it in, in such a way that we do it right, so right now we have a plan for the permanent resident line of business. We will continue to add. This might take us until the end of the year just to roll it out. Then we will continue to inform the pu

Public Accounts committee  This is an important piece that we have already introduced, but it hasn't been taken up by the clients for multiple reasons. To customize somebody's data or update what they are looking for, in terms of information on a PR card or citizenship application and so on, we have a “my

Citizenship and Immigration committee  I'll pick up where Fraser left off. Once again, we are here with you to give you an overview of the programs, but also of service delivery. My job as an ADM of operations is to oversee many operational components, so I'll go a little bit deep into the operational realities of t

Citizenship and Immigration committee  Service Canada is a delivery arm, as is Global Affairs Canada, in terms of passport services. The passport funding still resides with IRCC. The policies that decide how the passport program will run, the passport program, are still IRCC responsibilities.

Citizenship and Immigration committee  I will defer to my colleague on that.

Citizenship and Immigration committee  Most of the decisions are taken based on the value or the vulnerability of the people who are applying for that. There is a decision-making process that seeks out what the risks and vulnerabilities are. Accordingly, we make a decision. There is a provision with the minister if he

Citizenship and Immigration committee  I don't have that data on hand, but we can provide it to you later.