Commitment to quality
Over the past decade, Passport Canada has grown to meet new security needs and a much higher demand for passports from Canadians. Our application forms, the way we process applications and the technology we use have all been updated. This has allowed us to make the process easier for Canadians while maintaining high security standards and more than doubling the number of passports issued.
According to our last client satisfaction survey, 96% of clients were satisfied with their experience.
|Passports issued (millions)||2||4,8|
We handle more than twice as many passport applications now than we did 10 years ago. This includes many more for children since the “one person, one passport” standard was put in place to help combat international trafficking in children. Child applications take more time and effort to process due to custody questions and because children do not have the same range of identity documents as adults.
To keep up with this rapid growth in demand and evolving international standards, we have hired more staff to verify applications, conduct reference checks and serve the public. We are using more sophisticated technology and have increased our ability to predict passport demand so that we can adjust our operations accordingly and maintain service levels.
In 2010-2011, over 99% of clients received their passport on time or earlier.
Expanding our points of service has played a major role in responding to higher client demand. In 2000, there were only 29 Passport Canada points of service where Canadians could apply for a passport in person. We now have 234 passport service locations across the country, including 34 Passport Canada offices and 200 passport receiving agents located at participating Service Canada centres and Canada Post outlets.
Passport Canada recognizes that the best way to respond to higher volumes and tougher security standards without compromising service is to simplify processes and use technology to improve efficiency. Over the past few years, we have made major strides in this direction, such as:
Since 2007, eligible Canadians can renew their passport through a more simple renewal process.
We've also made the guarantor policy easier for applicants. As of 2007, a guarantor must have known the applicant for at least two years and hold a valid Canadian passport. The guarantor no longer has to be a professional. There are some exceptions, but this change has made the process simpler for most Canadians, while maintaining the necessary security checks.
Finally, since 2009, Canadians have the option of filling out an interactive application form on their computer. These forms prompt applicants to enter the right information in the right places, so they can be more confident that they have provided everything required. These forms also include a bar code, which is a digital version of the personal information entered into the form. The forms must then be printed and signed by the applicant, and can then be mailed in or submitted at a passport service location. These interactive forms speed up data entry for Passport Canada and help reduce the number of errors for applicants.
Passport Canada will continue looking for innovative ways like these to simplify processes and leverage technology. Our goal is to keep operating costs as low as possible, while improving services for Canadians and preserving the integrity and trustworthiness of the Canadian passport.
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