CIC-159546 - IRCC Client Experience Surveys

Canada is seeking to establish a contract for external client service evaluation surveys for 40 months including all options.

The Government of Canada emphasizes the importance of client-centric design and delivery of services and programs as required by the Treasury Board Policy on Service and Digital.

Client satisfaction measurement assists IRCC to better understand the client experience as the Department reviews and makes improvements to the design and delivery of its services and programs, including accessibility, inclusion, timeliness, simplicity and other aspects.

Immigration, Refugees and Citizenship Canada’s (IRCC) objective is to acquire the services of a Contractor to conduct external client satisfaction surveys through telephone and online surveys to help IRCC evaluate its Passport, Immigration, and Citizenship Programs.

Passport Program

Previous government studies have demonstrated that a best practice to improve service is to measure client satisfaction at regular intervals. The Passport Client Experience Surveys will help IRCC better understand the diverse client experiences and expectations related to regional and international travel document services, allowing the Program to be responsive and ensuring that clients receive innovative, reliable, efficient, accessible and secure services.

Passport Client Experience Surveys will yield information to assess the performance of Employment and Social Development Canada (ESDC) and Global Affairs Canada (GAC) in providing services on behalf of IRCC, both directly at dedicated passport offices and through the receiving agent function at Service Canada centers and in missions abroad.

Immigration and Citizenship Programs

The Citizenship and Immigration Client Experience Survey will assist IRCC in measuring the performance of its key immigration and citizenship programs as it relates to client satisfaction of its services. It will provide insights into use of services, areas of improvement, as well as clients’ expectations related to services. This information supports the development and the monitoring and reporting required to assess progress against the Departmental client service strategies.

The Citizenship and Immigration Client Experience Survey will also help to better understand diversity of service performance across IRCC key business lines. The survey generates information on specific service delivery channels, such as Visa Application Centers, the Client Support Centre, the IRCC website and social media. By collecting information of this scale, IRCC can better identify and respond to service delivery challenges while capitalizing on opportunities for growth – ensuring that clients receive the most effective services possible.

The Contractor will exercise three main functions: supporting survey methodology frameworks, administering the surveys, and performing consolidation and basic analysis of the data from the surveys.