Question Period Note: PASSPORT SERVICE DELIVERY UPDATE

Provide an update on passport service delivery to Canadians

• Service Canada is committed to delivering timely passport services to Canadians. Modernization efforts, such as new online applications and enhanced processing, are underway to improve service delivery and reduce wait times.

• Currently, Service Canada is surpassing its service standard for the Passport program, with 99% of complete applications being processed within the service standard, against a 90% target.

• Service Canada continually monitors its operations and adapts its processes and resources to ensure a seamless client experience.

Le Programme de passeport est essentiel : il fournit aux citoyens canadiens des documents de voyage et d’identité. EDSC/Service Canada s’occupe de la prestation des services nationaux pour le compte d’Immigration, Réfugiés et Citoyenneté Canada (IRCC), en veillant à ce que les demandes de passeport soient traitées efficacement et qu’elles répondent aux normes de service établies.

Les normes de service exigent que 90 % des demandes dûment remplies soient traitées dans des délais précis : 10 jours ouvrables pour les demandes présentées en personne dans les bureaux de passeports spécialisés ou les Centres Service Canada offrant des services accélérés, et 20 jours ouvrables pour les demandes envoyées par la poste ou présentées dans un Centre Service Canada offrant des services réguliers. Ces normes sont en vigueur depuis leur adoption en juillet 2013.

Les dernières années ont été marquées par une augmentation du nombre de demandes de passeport, en raison de facteurs tels que le début des cycles de renouvellement de dix ans. Cette situation a entraîné des exigences et des défis opérationnels importants, notamment des volumes de demandes plus élevés et des transitions de systèmes. Malgré ces défis, IRCC et EDSC/Service Canada ont entrepris des efforts de modernisation afin d’améliorer les capacités de traitement, d’élargir l’accès aux services et d’améliorer l’expérience globale des clients.

IF PRESSED ON SERVICE STANDARDS:

Performance Overview:

• 2022-2023: 70% of applications met the service standards, below the 90% target.
• 2023-2024: 92% of applications met the service standards, surpassing the 90% target.
• 2024-2025: 78% of applications met the 10- or 20-business day service standards, below the target is 90%.
• 2025-2026 (Year to date, as of May 11,2025): 99% of applications met the 10 or 20 business day service standards, surpassing the 90% target.

How processing times are calculated:

• Service standards reflect the program’s commitment under normal circumstances.

• Processing times are the actual times taken, influenced by internal and external factors.

• A small number of cases may take longer due to additional verifications or security checks which do not count towards the processing time.

• The Passport Program service standards apply only to properly completed applications. They do not include time required for postal delivery and additional verifications.

IF PRESSED ON SERVICE OPTIONS FOR CANADIANS:

Points of service:

• Clients can access passport services at Service Canada’s 580 points of service. 10-day service is offered in 61 sites, and 20-day service is offered in 273 Service Canada Centres and 246 Scheduled Outreach locations.

• Clients can find their nearest location and check approximate wait times on the Find a Service Canada Office webpage.

• Clients have the option of booking an appointment for passport services using the online eServiceCanada portal.

• Clients who applied for a passport in Canada or by mail from the US can track the status of their application anytime and from anywhere on the online Passport Application Status Checker.

IF PRESSED ON LINE-UPS AND WAIT TIMES:

• Throughout the year, Service Canada experiences increased demand on a seasonal basis as popular travel times approach in the summer and winter. During peak periods, it is typical to see an increase in line-ups for in-person service as well as longer wait times for service from the Passport Call Centre.

• Canadians who need to apply for a passport for their child or for their first adult passport are encouraged to submit the application at least 6 months prior to their travel date. Additionally, Canadians who need to renew their adult passport are encouraged to submit their application at least 6 months prior to their passport's expiration date.

• Sites that see longer lineups implement an Integrated Client Experience Strategy that ensures consistent line management practices, including:
o Triaging clients in line based on travel need and/or appointment.
o Offering extended hours of service and weekend appointments.
o Promoting alternative service options (e.g., 20 business-day service at nearby Service Canada Centres).

• Weekly results as of May 11, 2025:
o Average wait time at in-person service points offering 10-day service: 21 minutes and 36 seconds.
o Average wait time on the phone: 9 seconds.

IF PRESSED ON MODERNIZATION

Modernization:

• In collaboration with IRCC, the client experience for the Passport program has been enhanced through several modernization initiatives. These include improved automation of the application process, the introduction of a new online passport application system, and the installation of new passport printers.

• A new passport with advanced security features has been in circulation since June 2023.

• Additional client tools have been introduced, such as an appointment booking system to direct clients to appropriate locations, online wait time estimates, and the Passport Application Status Checker, which allows Canadians to track their applications.

Passport Online Application:

• ESDC/SC continues to provide support for the launch of IRCC’s online passport application, allowing eligible applicants across the country to conveniently apply for a passport from wherever they are. This will make passport services more accessible and efficient by offering a secure, easy-to-use digital experience by removing the need to visit a passport office, a Service Canada Centre, or mail in applications.

• On December 11, 2024, the soft launch of Passport Online through the new Online Account began with adult simplified renewals. This initial rollout was limited to a select group of eligible applicants, with a small number of applications accepted daily. A gradual onboarding approach will continue over time to expand access.

• As of March 31, 2025, 3,825 Canadians have created an online account for eligible adult passport renewals and 3,232 passports have been printed via the online channel.

• We will continue supporting IRCC as they gradually expand the availability of online passport renewals and prepare for the full launch of online passport applications.