Citizenship and Immigration Canada (CIC) has identified client service modernization as one of its three strategic business priorities. In support of this priority, a Client Service Modernization Sector was created. The e-Business Design and Application Directorate within the Service Improvement Office was tasked with developing the business requirements for an electronic application for the Department.
The e-Business Design and Application Directorate held a joint application design (JAD) session in October 2006 to review and validate existing business requirements for the e‑application and to document any new requirements. The JAD was attended by participants from across the Department as well as the Canada Border Services Agency.
The Internet has become a preferred channel for service delivery when dealing with Government of Canada offices. Clients view the Internet as a method of obtaining services at their convenience.
Other electronic services (e-tools) will support the e-application. These include e‑storage/e-archiving, e-change of address (e-COA), e-client application status (e-CAS), e-payment, the online saveable residence calculator and the online fee calculator. Some of these e-tools exist and will be further enhanced, while others (e.g., e-storage/e-archiving) will be developed.
From a CIC perspective, an e-application and other electronic services can reduce time and resources spent on data entry, improve data quality, and facilitate workload distribution as well as the sharing of information both internally and externally.
Implementing an e-application can also substantially reduce paper document storage costs in both overseas and inland offices. From the client’s perspective, Web-based service delivery will also lead to improved client service through client empowerment, accountability and increased understanding.
Technology solutions have been developed to support the e-application and e-tools objectives using a holistic approach. This process involved gathering detailed business requirements for all lines of business that will be deployed incrementally over the next three years.
The first release of the e-application and business functionality pilot will be implemented in June 2008 for the off-campus work permit line of business.
The e-application is intended to populate the Department’s system of record throughout all current and future implementations.
E-application has been developed and integrated with ENS and MyCIC. CIC will be using Secure Channel – e-Pass for authentication.
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