CIMM – Modernizing Canada’s Migration Systems – December 05, 2023

Key Facts And Figures

A fast, agile and reliable immigration system is critical to Canada’s success and ability to meet the changing needs and expectations of clients.
Over the coming years, Immigration, Refugees and Citizenship Canada (IRCC) is undergoing a significant business transformation to modernize its programs and services. This transformation will be delivered through IRCC’s Digital Platform Modernization programme (DPM).
In June of this year, we awarded the contract for our new front-end client experience platform to Accenture (systems integrator) and Salesforce (core technology vendor). This new platform will, among other benefits, provide IRCC clients with a single online window to access the Department’s programs and services.
To improve the online client experience, in the coming months the Department will begin the gradual implementation of a new online account for clients. This new account will provide clients a single online window to access IRCC services, making it easier and more intuitive to apply and receive real-time status of applications.
The new account will be rolled out in an iterative manner over the next 18-24 months, delivering incremental benefits to clients along the way.

In parallel to the implementation of the new online account, work continues towards procuring a new back-end case management platform that will eventually replace the Department’s current Global Case Management System. The new back-end processing platform will enable foundational elements of this business transformation.
A Request for Proposal for the new case management platform is expected to be posted shortly, with gradual implementation beginning as soon as late 2024.
Once complete, DPM will result in a new service delivery model with redesigned and optimized business processes and new digital technology platforms with modern capabilities, all of which will result in an improved service and client experience.

IRCC’s new migration system will be nimble, flexible and responsive to support growing volumes, actively helping us to: reduce application processing times; improve tools for our officers; meet the government’s immigration and diversity priorities; and respond to the changing needs and expectations of clients as Canada seeks to out-compete other countries for the best and brightest.
DPM is aligned with broader Government of Canada strategic initiatives such as Sign-in Canada and approaches to digital credentials. DPM is also aligned with Canada Border Services Agency’s efforts to streamline the traveller experience (i.e. Traveller Modernization initiative), and is looking at opportunities for service integration with Employment and Social Development Canada (e.g. SIN@Entry initiative).
The first release of the new online account for clients will be a minimum viable product (MVP) for new Temporary Residents Visa (TRV) Visitor Applicants. As a first step, we are beginning to test the new account with a small group of clients this winter. Usability testing directly with clients will ensure we release a product that works for our clients, and will allow us to make adjustments, as needed. Once we are confident that the new online account meets clients’ expectations, we will then launch it to the public (targeted for early 2024).