Thematic sessions
-Client service excellence

May 1, 2023 – This session undertook a deep-dive on how Canada can become and remain a global leader in service excellence for all clients within the immigration system. The session was attended by a diverse representation from settlement agencies, user experience designers, community-based groups and lawyer associations.

It was generally agreed that in order to provide excellent services to any foreign national looking to come to Canada to visit, study, work or live, a tailored, seamless approach across the immigration continuum is needed. This would include clear communication, transparency, and access to accurate information in easy-to-understand, potentially multi-lingual formats. Closer collaboration between IRCC, provinces and territories, settlement agencies and other stakeholders would help ensure consistent newcomer-friendly content, with room for community-specific information. This approach could help counter the spread of misinformation about pathways and services and drive newcomers to trustworthy sources of information.

The importance of improving processing times and adhering to service standards was highlighted as a key component of delivering excellent service. To improve and complement current service delivery, the group also discussed the role of technology, digital platforms, and artificial intelligence, as well as guiding principles for how technology should be used.