Le Lézard
Classified in: Tourism and vacations, Business, Covid-19 virus
Subject: CFG

Statement from Service Canada on passport service delivery in Greater Toronto Area


TORONTO, June 30, 2022 /CNW/ - The Government of Canada is taking steps to help streamline the in-person application process and better manage large crowds and lineups for passport services, in particular in large urban centres, including the Greater Vancouver, Toronto and Montreal areas.

Service Canada is implementing new triage measures to provide a more intensive, client-specific approach.

This work started the week of June 20 in Montréal and is being extended to Toronto, Vancouver, Calgary and Edmonton.

Before offices open, at specialized passport sites in each of these cities, increased numbers of managers and executives are assisting and speaking directly with clients.

While the triage methods vary from location to location based on the circumstances, staff are focused on clear communication to clients and prioritizing service to those with urgent travel needs within the following 24 to 48 hours. They are also directing clients with longer-term travel plans to the most appropriate service channels to ensure their passport needs are met and their travel is not interrupted. This includes making better use of the network of over 300 Service Canada sites, and ensuring all centres have the staff, technology and processing capacity to offer by-appointment passport service to clients with less-urgent situations, who have been redirected to them through the triage process.

In the Greater Toronto Area, the triage is separated into three groups:

For travel within 48 hours, clients arriving or on site at any of these locations will receive a ticket with an approximate window of time to return for service at these specialized passport sites. Proof of travel or need is required. For travel within 3 to 19 days, clients arriving or on site are being directed to specific nearby Service Canada Centres, with appointments. Proof of travel or need is required.

Approximate wait times for in-person service at specialized passport sites are available on Canada.ca. Due to the current backlog, clients may be asked to resubmit photos and original documentation to get faster service. If selecting in-person service without an appointment, clients should have all the required documentation for a passport application ready to either renew a passport, or apply for a new passport for an adult or a child.

The challenges in delivering passports is not uniquely an urban problem, and work is continuing on improving the processing times at centres that handle mail applications, as well as addressing the inventory of applications already in hand.

Service Canada thanks everyone for their continued patience as its employees work tirelessly to ensure clients receive their passports as quickly as possible.

Quick Facts
Quote

"Service Canada staff in all parts of the country are working around the clock to improve delivery of passport services to Canadians. Some of the most challenging situations for clients are in our largest cities, so we are making these changes to help reduce stress and worry for Canadians and provide more certainty. While these measures may not alleviate all the lineups and wait times, we are optimistic they will make the client experience more predictable and fairer for all."

? Lori MacDonald, Senior Associate Deputy Minister of Employment and Social Development and Chief Operating Officer for Service Canada

Associated Links 

Canadian passports and travel documents - Canada.ca 
Find a Service Canada Office 
Welcome to the eServiceCanada Appointment Booking Tool ? E-service Canada.ca

Follow us on Twitter 

Backgrounder
The Current Situation

Service Canada has added staff, streamlined procedures and increased processing capacity to help deal with this unprecedented situation. However, significant challenges remain. Service Canada continues to do more, and is implementing additional measures to make waits at specialized passport sites more predictable and manageable.

What We Are Doing 

Service Canada has put a number of measures in place to make it easier for Canadians to access passport services, and to improve processing including:  

What Canadians Need To Know
Common Errors to Avoid When Applying for a Passport
Checking on the Status of a Passport Application
Transfer of an Application File for the Issuance of a Passport
Additional Fees

SOURCE Employment and Social Development Canada


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