Question Period Note: PASSPORT PRODUCTIVITY AND STAFFING MEASURES

With the resumption of travel, Service Canada (SC) is experiencing an increase in passport applications. In response, SC has put measures in place to provide Canadians passports in time for their planned travel.

• Service Canada is experiencing a significant and growing demand for passport services.
• Our focus during this period is on ensuring anyone with travel in 45 business days is prioritized for service.
• We implemented simplified processing to replace expired passports (up to 15 years) as renewals rather than new applications.
• We created additional processing centres to increase production capacity.
• Approximately 600 new employees have been hired since September 2021.
• We extended hours and used overtime in passport offices, and processing and call centres.

IF PRESSED:

• Canadians must allow up to 2 weeks for processing plus mail time if they apply in person at a passport site, and 9 weeks plus mail time if they apply by mail or at a Service Canada Centre.
• Although processing times are currently longer than prior to the pandemic, 79% of Canadians who apply for passports currently receive their passports under 40 business days.
• 96% who apply In-Person at a specialized passport office, currently receive their passports under 10 business days.
• Last week 47,936 passports were issued. That is a 10% increase from the 43,651 passport issued the previous week.
• Since April 2022, 407,000 passports have been provided to Canadians.
• In-person service capacity has increased by making all passport counters across the country available for service.
• For the last few weeks, we opened select SCCs on Saturdays to serve clients with urgent needs who were unable to access service during regular hours. We will continue to do so as required.
• Employees are continuing to work overtime every day and on weekends to process applications. Since April 2022, over 60,300 hours of overtime has been worked by employees.
• We are leveraging staff within ESDC to help with processing on the weekends.
• Waiting rooms are reopened to clients.
• If all required documents have been submitted and we are outside service standards, the client will not be charged for expedited or transfer fees.
• MPs can action transfer request from citizens.

IF PRESSED ON PASSPORT STAFF USE OF ANNUAL LEAVE:
• The PA collective agreement states that the employer should grant leave to its employees.
• While the employer is aware of the mental health benefit of granting leave to its employees, on a voluntary basis, many employees decide not to take all of their leave to support the passport processing strategy.
• The employer establishes employee ratios necessary for the proper operation and then allocates the leave to the employee.
• The physical and mental health of our employees is a priority and taking vacation is necessary to build a strong workforce in a healthy work environment.

IF PRESSED ABOUT UNIONS REQUEST TO INCREASE STAFFING BEFORE PASSPORT SUMMER SURGE:
• In anticipation of increased volumes, Service Canada began implementing a staffing plan last July.
• From July 2021 to May 2022, over 950 staff have been hired to support passport mail intake, front line service and direct processing.
• Service Canada continues to hire additional staff to support the passport program.
• In addition to new hires, Service Canada is also engaged in the reallocation of existing public service employees to support the passport program.
• Staff from Immigration, Refugees and Citizenship Canada (IRCC) are now assisting with direct processing.
• Service Canada is also working with Canada Revenue Agency and Global Affairs Canada to identify potential staff referrals to join the passport service team.
• The process for reallocation of staff is being streamlined as Service Canada continues to reach out to potential employees.

IF PRESSED ABOUT THE PROCESS OF URGENT PASSPORT REQUESTS:
• Our focus during this period is on ensuring anyone with travel is prioritized for service.
• Priority is currently given to those who must travel within 24 to 48 hours. Clients in this category must identify themselves to the Service Canada staff who manage the queue.
• We have already extended the hours of operation, and passport office staff are working overtime every day and every weekend to process inventory applications, but also to serve citizens travelling on weekends who were not served during the week.

IF PRESSED ON SERVICES OFFERED DURING THE JUNE 24th AND JULY 1st LONG WEEKENDS:
• Every weekend overtime is available to employees to serve clients and issue passports for urgent travel.
• For statutory holidays, such as Canada Day on July 1st and Saint Jean-Baptiste on June 24th in Quebec, our offices will be closed to the public; however, employees will be provided overtime to continue processing passports on those dates.
• In addition to overtime on the weekends, employees are working additional hours in the evenings, including until midnight on June 23 and 30 to continue processing applications.
• Some clients may be offered service on Saturday or Sunday to address urgent travel requirements.

IF PRESSED ABOUT POLICE PRESENCE ON JUNE 20 AND 21 AT THE GUY FAVREAU COMPLEX PASSPORT OFFICE:
• We take the safety of our clients and staff very seriously.
• We can confirm that the police were called on Monday, June 20th and June 21st, but this was a pre-emptive call due to the number of citizens present.
• The Montréal-Centre-Ville centre regularly has between 500 and 700 clients waiting for services when it opens its doors in the morning.
• A total of four (4) Commissionaires are present at the Passport Office at the Guy Favreau Complex in addition to the crowd control patrols.
• Service Canada takes all measures to ensure the safety of citizens and employees.
IF PRESSED ABOUT CENTRES IN METROPOLITAIN AREAS:
• In metropolitan areas (Montreal, Toronto and Vancouver), Service Canada is taking a range of actions to deliver passports to Canadians.
• In the 3 Montreal passport offices, all clients travelling within 24 to 48 hours receive their passports on time.
• Staff is triaging line-ups at passport offices to assist clients and manage services in a safe manner.
• We are increasing Passport intake capacity at Service Canada Centres.
• We are also recruiting and training additional staff.

IF PRESSED ABOUT THE QUEBEC CENTRE:
• The Québec Centre has seen an increase in the queue over the past few weeks, from 100 to nearly 180 clients waiting for service when it opens in the morning.
• Staff are using fast intake procedures whenever possible to serve clients as quickly as possible.
• Queue management prioritizes urgent requests.
• Staff is working overtime on weekends.

IF PRESSED ABOUT THE MONTREAL CENTRE-VILLE CENTRE:
• The Montreal Centre-Ville Centre regularly has 500 to 700 clients waiting for service when it opens in the morning.
• Staff are using fast intake procedures whenever possible to serve clients as quickly as possible.
• Queue management prioritizes urgent requests.
• Extended hours and overtime is done daily.
• Staff is working overtime on weekends.
• A Saturday appointment service at a Montréal-Metropolitan area SCC is available.

IF PRESSED ABOUT THE POINTE-CLAIRE CENTRE:
• The Pointe-Claire Centre regularly has close to 150 clients waiting for service when it opens in the morning.
• Staff are using fast intake procedures whenever possible to serve clients as quickly as possible.
• Queue management prioritizes requests from clients who are traveling on short notice.
• This Center does not offer printing services (Pick up) and therefore cannot serve urgent requests.
• Staff is working overtime on weekends.
• A Saturday appointment service at a Montréal-Metropolitan area SCC is available.

IF PRESSED ABOUT TORONTO CENTRE:
• Since April 1, 2022, the Greater Toronto Area, (inclusive of Mississauga, North York, Victoria Street and Scarborough) Service Canada Passport Centres serve on average in excess of 1,700 clients per day.
• Collectively, these offices created in excess of 25,000 Passports during that period.
• Ongoing hiring strategies ensure that counters are open to support in person passport intake and production of passports.

IF PRESSED ABOUT SURREY CENTRE:
• There are line-ups outside of the Surrey Passport office each morning (average of 125 clients in June); however, processes such as drop box and quick-intake methods are in place to keep the line moving.
• At the end of the day, staff stay late to clear the waiting room. Any clients redirected are offered alternative services, such as priority tickets to return the following day, or assistance at Service Canada Centres.
• Approximately 200 walk-in clients are served per day, and between 50 to 75 appointments take place.
• Over the past week, the Surrey Passport office was able to print approximately 750 passports, and assist with over 300 passport transfer requests.
• Staff from other offices in the region were brought in to help out at the Surrey Passport office.

IF PRESSED ON THE SAINT-LAURENT CENTRE:
• The Saint-Laurent Centre regularly has more than 400 clients waiting for services when it opens in the morning.
• Queue management prioritizes urgent requests.
• Following an incident that required police intervention, the number of commissionaires with expertise in crowd management was doubled.
• Staff is working overtime 6 days a week.
• Services by appointment are offered on weekends at Service Canada Centres in the greater Montreal area.

IF PRESSED ABOUT THE GATINEAU CENTRE:
• The current traffic at the Gatineau office allows us to receive and serve clients who travel within 45 days.
• Clients with future travel plans are encouraged to apply at the Service Canada Centre (CSC) in Gatineau, or at a CSC near them or by mail.
• Queue management identifies clients who require a passport on an urgent basis (24-48 hours) and ensures timely delivery for travel.
• Given the increase in transfers and proximity to the Ontario Region, we are coordinating a queue management strategy with the Ottawa office.

IF PRESSED ABOUT THE OTTAWA CENTRE:

• There are line-ups outside of the Ottawa 885 Meadowlands Passport office each morning (average of 125 clients per day in June); however, processes such as drop box and quick-intake methods are in place to keep the line moving.
• Queue management prioritizes urgent requests.
• Staff endeavour to ensure those arriving and in line are aware that clients with urgent travel are being prioritized.
• Services by appointment are offered at end of day at the Service Canada Ottawa West Centre located within 885 Meadowlands (same site as Passport office).
• Approximately 150 walk-in clients are served per day, and between 65-80 appointments per day.

IF PRESSED ABOUT THE VICTORIA CENTRE (IN BAY CENTRE):

• The Victoria office is accepting the maximum number of clients into the waiting room to help alleviate line-ups outside the office.
• Effective June 3rd, the Victoria office has begun triaging client lines at 6:00 am PDT to facilitate client movement at office opening.
• The Victoria office is prioritizing clients that need urgent/express services and accepting walk-in clients based on first come, first served. Over the next few weeks, the number of appointments will be reduced to allow more capacity to serve walk-in clients.
• The Westshore office continues to offer Saturday SCC appointments during the week to Passport clients waiting in line whose travel is not imminent (i.e. 15-45 days).
• The Victoria office continues to use streamlined intake strategies to serve as many clients as possible during the day.

IF PRESSED ABOUT MP PASSPORT LINE:
• Service Canada doubled resources on the MP Line to better serve them.
• 23 resources have been trained to support MP inquiries.

IF PRESSED ABOUT TRANSFERS FEES:
• All employees have been reminded of the rules and procedures for transfer fees.

IF PRESSED ON LIMITING IN PERSON SERVICE TO CLIENTS TRAVELLING WITHIN 24 TO 48 HOURS:

• We regret that in some locations, passport service has been limited only to clients with proof of travel within 48 hours.
• Some specialized passport sites are currently prioritizing service for Canadians with urgent travel in this way due to local circumstances, including the need to manage crowd sizes outside offices located inside private property.
• In these situations, staff endeavour to ensure those arriving and in line are aware that clients with urgent travel are being prioritized.

IF PRESSED ON A PASSPORT ISSUED FOR HUMANITARIAN OR COMPASSIONATE PURPOSES:

• Clients who need to travel abroad due to a critical illness or the death of another person can obtain a passport within 2 business days, with proof of travel or need.
• If the passport is issued for humanitarian or compassionate reasons, Service Canada may provide a refund of the expedited fee paid if a claim is made within 180 days of the passport service being provided.

IF PRESSED ON THE COMPLEXITY OF CHILDREN APPLICATIONS IN THE EVENT OF PARENTAL SEPARATION OR DEATH OF A PARENT:

• Service Canada recognizes that children applications can be complex.
• We ensure that the legal rights of all parents or legal guardians with respect to the child are protected and that the child is protected from foreseeable harm, such as unlawful removal from Canada.
• Participation of all parents or legal guardians is required when applying for a child’s passport.
• All documents (including separation agreements, divorce decrees, orders, etc.) relating to the child that refer to custody, decision-making responsibilities, access, parenting time and/or mobility must be provided.
• In the event of the death of one parent, or if the other parent is unable to sign the form, additional documentation is required, including a legal document indicating that the participation or signature of the other parent is not required for the issuance of the child’s passport.

IF PRESSED ON TELEWORK:

• Only 11% of passport officers work from home at this time.
o 9/96 in Atlantic
o 37/150 in Quebec
o 38 / 238 in WT
o 5/334 in Ontario
• All passport officers working from home are supporting passport production in efforts to reduce the national inventory.
• No passport officers are on leave without pay as a result of the Policy on COVID-19 Vaccination.

IF PRESSED ABOUT REALLOCATION OF RESOURCES:

• In addition to new hires, Service Canada is also engaged in the reallocation of existing public service employees to support the passport program.
• Staff from Immigration, Refugees and Citizenship Canada (IRCC) are now assisting with direct processing.
• Service Canada is also working with Canada Revenue Agency to identify potential staff referrals to join the passport service team as the tax filing season draws to a close.

Beginning in July 2013, Canadians were given a choice between a five-year validity passport and a ten-year validity passport ($120 for a five-year and $160 for a ten-year). In 2018, trend analysis demonstrated that 87.4% of adults were choosing the ten-year validity option.

As a result, the Passport Program has experienced a significant reduction in passport demand since 2018-2019 from approximately five million to two million passports annually. Demand is expected to return to four million at the start of the next business cycle in 2023.

Travel limits imposed during COVID-19 reduced demand for the Passport Program by more than 80% compared to pre-pandemic estimates.

Current forecast assumptions indicate that the passport program is likely to experience record volumes as delayed applications from the pandemic coincide with the ten-year passport renewal cycle beginning in 2023.

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