IRCC Minister Transition Binder 2025-05

Digital Platform Modernization

Context

Immigration, Refugees and Citizenship Canada’s (IRCC) current aging digital platforms limit our ability to quickly respond to changing priorities and events. In response, IRCC is transforming its digital service delivery model and platforms through the Digital Platform Modernization (DPM) initiative.

Background

• IRCC delivers mission-critical programs that support Canadian communities, regional and local economies, Canada’s response to global crises, as well as national and border security.
• IRCC’s IT systems, such as the legacy Global Case Management System (GCMS), provide the technical foundations to deliver these programs and responses.
• While the Department has met many challenges head-on in recent years such as COVID, fluctuating application volumes, and launching specialized programs for Afghanistan and Ukraine, IRCC’s aging technological capacity and business processing model are increasingly under strain.

Impacts

• Through DPM, IRCC is rolling out new, modern digital platforms that will:
  • Streamline processes;
  • Support better risk management through better and more accessible data;
  • Enable quicker, more nimble implementation of policy changes; and
  • Provide a better user experience for clients.
• On the front-end, once fully implemented, the new client experience platform will support a single online window for clients to access the Department’s programs and services, improve channel support for clients, and enable digital travel and immigration documents for clients.
• On the back-end, once fully implemented, the new case management platform will comprise the foundational digital components that are needed to transform how IRCC processes applications, including:
  • A new case management platform;
  • Business rules management;
  • Advanced analytics tools that support officers in complex decision-making; and
  • Reporting and inventory management tools.

Phase 1: Focus on the Client Experience (2023–2026)

• The objective of this first phase is to improve client experience through enabling a single online account, improving channel support for client enquiries, and enabling digital status credentials.
• Project 1 – Enabling a seamless online client experience where clients will have a single online window to access IRCC services, to facilitate the client’s journey, apply for programs and services, and receive real-time status of applications. Automation facilitates the application process through use of completeness checks, error proofing, and notifications.
• Project 2 – Improving channel support for client enquiries with the implementation of IRCC’s future state client support service delivery model will allow the management of client enquiries in an integrated, consistent, efficient way, reducing operational and manual touchpoints.
• Project 3 – Digital visas/permits pilot(s) will test the issuance and verification of digital travel and immigration documents with a subset of clients and stakeholders to inform IRCC’s future business, policy, and technical approaches related to the issuance of digital documents.

Phase 2: Streamlining Back-End Processing (2024–2027)

• The objective for this second phase is a global design of the new case management platform which will eventually replace GCMS. Roll-out is starting with Temporary Resident Visitor and Permanent Resident Express Entry business lines.
• Project 4 – Modernizing Permanent Residents (Express Entry) will build foundational capabilities that can eventually be scaled to all lines of business. New features and capabilities will be rolled-out to Express Entry programs including Canadian Experience Class, Federal Skilled Trade, Federal Skilled Workers, and Provincial Nominee Program. IRCC will also introduce advanced automation to facilitate processing.
• Project 5 – Modernizing Temporary Residents (Visitors) Program will continue to expand upon foundational capabilities, including integrated risk management and advanced analytics, to scale across lines of business and apply features to Temporary Resident Visitor lines of business including visitor visas, electronic travel authorizations, and visitor extensions.

Key Achievements to Date

• Since the initiative formally launched in 2022, IRCC has advanced important foundational work:
  • Defined a “North Star” with the Digital Platform Modernization Blueprint.
  • Procured the new front-end client experience platform (July 2023) and case management platform (September 2024).
  • Launched the new online account (June 2024), with the first client group of Temporary Resident Visitors. Since launch (to January 2025), it has been used by over 17,000 visitor clients.
  • Expanded access to the new online account to a subset of adult passport renewal clients in Canada (December 2024), making online passport renewals possible for the first time. The number of passport clients who can access this new online channel is currently being scaled up.

Upcoming Milestones

• The first two phases of DPM are introducing new foundational digital capabilities, while rolling them out to key business lines.
• Future phases will build off work underway now, rolling-out functionality to additional business lines in a staged way.
• As the transformation progresses, there will be opportunity to identify subsequent priority areas.
• Ongoing:
  • Continue to scale up access to the new online account for adult passport renewals .
• Summer 2025:
  • Pilot launch for digital immigration documents by testing the issuance and verification of a digital Temporary Resident Visa with Moroccan nationals residing in Morocco.
  • First release of the new client support platform. This will provide client support staff with a 360-degree view of client interactions, as well as more efficient access to information manuals and working tools.
• Fall 2025:
  • Further scale access to new online account to additional client groups and lines of business.
• Winter 2026:
  • First release of the new case management platform, focusing on streamlining the Canadian Experience Class program (economic permanent resident line of business).