In the fiscal year 2021/2022, Immigration, Refugees and Citizenship Canada (IRCC) witnessed a substantial surge in inquiries, with over eight million interactions through its Client Services Centre (CSC). This marks a significant increase from 2017/2018, where enquiries stood at 4.07 million.
This data revealed through an update to a report by the Office of the Auditor General (OAG), sheds light on IRCC’s evolving client service landscape. Moreover, a report by the Treasury Board of Canada Secretariat underlines IRCC’s challenge in managing the influx of ATIP requests. Interestingly, the last time IRCC closed more requests than received was in the fiscal year 2012/2013.
The 2019 OAG report initially suggested recommendations for enhancing client service. These included refining incoming call management and setting up service standards to improve access to assistance.
Since then, changes in client services have unfolded, fueled by events like the COVID-19 pandemic. While the volume of answered calls decreased post-2019, overall inquiries surged by 100% since 2017-2018.
IRCC responded by expanding its support, introducing specialized phone lines for crises like Afghanistan and Ukraine. These initiatives significantly contributed to the spike in enquiries, with Afghanistan-related questions totaling 450,000.
IRCC’s Support to MPs and Senators
Beyond general enquiries, IRCC provides dedicated assistance to Members of Parliament and Senators. The Ministerial Centre for Members of Parliament and Senators (MCMPS) handled 272,000 enquiries in 2022. This support, about 1,000 weekly hours, empowers officials to serve their constituents better.
Modernization Efforts and Future Outlook
IRCC has also embraced modernization efforts, including online appointment systems and application trackers. The pandemic accelerated the adoption of digital tools, enhancing efficiency and easing the burden on the CSC.
Despite the challenges, IRCC has been proactive in addressing its service limitations. Budget allocations have facilitated the hiring of additional employees, bolstering the agency’s capabilities. Budget 2022 further allocates substantial funding to meet the rising demand for client support.
IRCC remains committed to refining its services in a rapidly changing landscape, ensuring a smoother experience for all stakeholders.
