CIMM – Backlogs and Client Service – November 25, 2024

Key Facts and Figures

• Immigration, Refugees and Citizenship Canada’s (IRCC) target for 2024 is to welcome 485,000 permanent residents (PRs). As of October 31, 2024, we have processed over 477,437 PR applications and already welcomed over 410,000 PRs to Canada, accounting for 85% of the 2024 Cabinet-approved target.
• The Client Support Centre call answer rate increased to 42% from January 2024 to October 2024, compared to 28% for the same period in 2023.
• From January to October 2024, the Client Support Centre responded to 4.08M enquiries by phone and email, including those received by the Ministerial Centre for Members of Parliament and Senators and the dedicated crisis lines. This is an increase of 212,200 (+5%) compared to the same period in 2023.
• On December 21, 2023, a dedicated crisis line was introduced to support new measures for Israel, the West Bank and the Gaza strip. The Client Support Centre answered approximately 14,600 calls from that date to October 31, 2024.
• IRCC has begun the work to introduce a new modern online account to provide a more seamless and streamlined client experience via a single digital “front-door” to access IRCC services. Once implemented, it will enable personalized services to clients and replace outdated and/or standalone client-facing portals and tools.
• The first release of this new account was delivered in June 2024 to a subset of eligible temporary resident visa (TRV) clients. As of November 4, 2024, 100% of eligible visitor clients are being offered the option of applying through the new online account. This amount is being gradually increased over time, while closely monitoring that the new account is providing the intended client experience.
• A second release, targeting delivery in fall 2024, will launch an online passport renewal service, enabling eligible Canadians to renew their passports online for the first time in IRCC’s history.

Key Messages

• IRCC is working to stabilize the number of temporary and permanent residents entering the country, while upholding our humanitarian commitments and supporting the priorities of our labour markets.
• The 2025-2027 Immigration Levels Plan, tabled in Parliament on October 24, 2024, announced reductions in PR targets, and for the first time, also includes temporary resident targets for a new holistic approach towards managed migration. This will result in a pause in population growth in the short-term, in turn creating well-managed, sustainable growth and economic prosperity for the long term.
• As we continue to welcome newcomers, IRCC is committed to delivering quality client service across its global network by making sure our programs and services are efficient, clear and easy to use.
• Canada continues to remain a destination of choice for immigrants, workers, students and visitors. IRCC experienced record intake and processing in 2023, and the Department continues to receive and process a high volume of applications in 2024. The Department continues to work to strengthen Canada’s immigration system, responding to multiple international crises while also managing application levels.
• As more people seek to come to Canada, client enquiries continue to rise. IRCC is working hard to improve the way we serve our clients, simplify how clients apply online, as well as how we communicate with them clearly and often, and increase clients’ options to self-serve.
• Over the next few years, IRCC is undergoing business transformation to modernize the Department’s suite of programs and services to better meet the changing needs and expectations of clients through its Digital Platform Modernization (DPM) Programme.

Supplementary Information

Status of Operations

• IRCC continues to work to effectively manage inventories and processing times, while balancing its response to international crises, labour market priorities, and housing and infrastructure pressures. The Department has returned to the service standards for various lines of business such as: Federal Skilled Workers, Canadian Experience Class, Sponsorship of Spouses, Partners and Children (outside Quebec), Quebec Skilled Workers and Provincial Nominee Program via Express Entry.
• Improvements in other areas have been incremental as inventories of older cases are processed and various innovations and digital improvements have been gradually introduced, all while respecting targets set by Cabinet for immigration levels and other initiatives.

Modernization and Client Service Improvements

• IRCC has continued to accelerate its modernization efforts and deliver timely client service improvements. Through innovations and digital modernization, IRCC is reducing its reliance on hiring additional staff across the organization, particularly in application processing.
• The introduction of automation (e.g., advanced analytics models deployed on extensions, Robotic Process Automation to support real-time digital intake of applications, Client Support Centre enhancements and improved client self-serve tools) has allowed IRCC to increase its productivity and redirect staff to value-added processing.
• Over the longer term, the government’s investment in IRCC’s DPM programme is expected to result in more comprehensive and sustained service and operational improvements, founded on new digital platforms that will bring more flexibility as well as system stability.
• To help new clients predict how long it will take to process a complete application, IRCC is improving the online processing times tool. Since May 1, 2024, forward-looking processing times are available online for select lines of business and provide realistic and up-to-date information so that clients can make travel and life plans based on an accurate timeline.
• IRCC is undertaking a Service Standard Review to evaluate and establish meaningful service standards for all immigration programs by 2025. This will help set clear expectations for clients and increase transparency in performance.
• To help clients and their representatives easily track the status of their application information online, IRCC has implemented the application status trackers for multiple lines of business. Clients who have submitted applications in citizenship, family class, and Express Entry, as well as TRV, study permit and work permit programs now have access to this tracker. In October 2023, Members of Parliament and Senator offices also gained access to the application status tracker to better assist their constituents with their applications.
• In December 2023, IRCC introduced a refreshed, modernized online self-assessment tool to make it easier for clients to find programs that best suit their needs.
• IRCC is taking steps to improve operational transparency and reduce the need for clients to contact the Department to get information about their file. As a first step, IRCC is working towards proactively releasing enhanced decision notes to select TRV applicants to improve clarity on reasons for refusals as part of enhancements being introduced through DPM.