IRCC Director General, Client Experience

[canuck_in_uk]

Cross-posting from General Immigration

I'm not sure if this info has been posted previously but if anyone is interested, Michelle Lattimore has apparently been the Director General of Client Experience at IRCC since January and has a publicly posted phone number. I imagine many people on here could give her some suggestions for improving "Client Experience".

http://www.goc411.ca/en/41935/Michelle-Lattimore

https://ca.linkedin.com/in/michelle-lattimore-b0537813b

 

[Classic Chucks]

I tried calling the number listed and after 3 rings, I heard a beep (probably prompting me to leave a voicemail, note: today is Sunday, so that could be the reason). I'll try again tomorrow if we could actually have a decent human being answer the phone.

But thanks. I wish we knew this when she was actually appointed as the DG. They have to revamp the whole Client Experience thing. Apparently, she isn't doing very well as the DG. Clients are stressed more than ever.

 

[majesty]

I tried calling the number listed and after 3 rings, I heard a beep (probably prompting me to leave a voicemail, note: today is Sunday, so that could be the reason). I'll try again tomorrow if we could actually have a decent human being answer the phone.

But thanks. I wish we knew this when she was actually appointed as the DG. They have to revamp the whole Client Experience thing. Apparently, she isn't doing very well as the DG. Clients are stressed more than ever.

Clients have been stressed by the whole process of immigration. Really, if you talk about client service and satisfaction at all, they are failing miserably. The system whereby they inform people of their status through GCKey and eCAS is a joke. More than half the time they fail to make changes in the status, thus prompting people to resort to emailing the VO or IRCC and inundating them with emails which irritate officers and detracting them from their work. Do they actually have a customer service dept which handles concerns and complaints? It seems to me that the inconsistency in how they handle cases and the time they take to handle cases is another sore spot for clients. I realize that each case for family sponsorship anyways is different, however, why is it that even for initially receiving applications, some clients had their files opened after 3 weeks and others like mine took 5 weeks and that had nothing to do with individuality of cases.

I just think that if they appointed someone to look at how to better clients' experiences, they can start with simple things like saying all cases must be opened 3 weeks after they receive them at the processing centre and there should be some repercussions with officers if they do not. Otherwise they should just scrap her job as she would be another useless civil servant sucking up taxpayers' money like a lot of other government employees. Sorry, I am kind of bitter still as I am having a client dissatisfaction issue with my GCMS notes being overdue and not having anyone tell me when I am going to get them despite emailing the ATIP office with a courteous email!

 

[majesty]

Just to add to my note. If anyone is thinking of contacting Ms. Lattimore, ask her why she does not have a customer satisfaction survey about the whole process of sponsorship/immigration? How exactly does she collect the information to "better" the clients' experiences? Maybe she just reads the forum posts here! LOL

 

[spousalsponsee]

Clients have been stressed by the whole process of immigration. Really, if you talk about client service and satisfaction at all, they are failing miserably. The system whereby they inform people of their status through GCKey and eCAS is a joke. More than half the time they fail to make changes in the status, thus prompting people to resort to emailing the VO or IRCC and inundating them with emails which irritate officers and detracting them from their work.

Tbh, I think one of the easiest ways to improve client experience would just be more realistic expectations.

The sheer number of people who post on here with a pattern like "I filed my app a week ago, but have heard nothing yet.... IS THERE A PROBLEM??" (Wait two weeks) "My app's been opened, but I haven't been asked for any of the additional info. WHAT'S WRONG?! I'm applying for my GMCS notes" (Wait six week) "My GMCS notes are unreadable! And I've been asked for this extra info, shall I send them this other thing instead?!" (Wait a month) "I haven't heard anything, what's going on?!?!" (wait a month) "My status says Decision Made. What does that mean?! Why won't they tell me what's happening?! I've written to my MP to investigate!!"

Most cases, most of the time, the answer is "Wait", or "Follow the instructions". There are outliers, people whose cases really do go wrong, getting lost, taking years, repeatedly re-requesting documents, etc, but the people who panic and fling off CSEs, GMCS requests, MPs letters, etc when there's no reason to believe there's any problem, are draining resources from everything else, and making it worse for people who actually need help.

It's rather like online tracking of parcels. Back when delivery was expected in a two week window, all you could do was know it was appearing some time in that. Now we know often down to the day, people hit refresh endlessly, wondering why it hasn't come yet. Unreasonable expectations lead to perceiving a poor 'client experience', when a sensible assessment of the situation would tell people there's no reason to stress.

 

[MaryL]

Tbh, I think one of the easiest ways to improve client experience would just be more realistic expectations.

The sheer number of people who post on here with a pattern like "I filed my app a week ago, but have heard nothing yet.... IS THERE A PROBLEM??" (Wait two weeks) "My app's been opened, but I haven't been asked for any of the additional info. WHAT'S WRONG?! I'm applying for my GMCS notes" (Wait six week) "My GMCS notes are unreadable! And I've been asked for this extra info, shall I send them this other thing instead?!" (Wait a month) "I haven't heard anything, what's going on?!?!" (wait a month) "My status says Decision Made. What does that mean?! Why won't they tell me what's happening?! I've written to my MP to investigate!!"

Most cases, most of the time, the answer is "Wait", or "Follow the instructions". There are outliers, people whose cases really do go wrong, getting lost, taking years, repeatedly re-requesting documents, etc, but the people who panic and fling off CSEs, GMCS requests, MPs letters, etc when there's no reason to believe there's any problem, are draining resources from everything else, and making it worse for people who actually need help.

It's rather like online tracking of parcels. Back when delivery was expected in a two week window, all you could do was know it was appearing some time in that. Now we know often down to the day, people hit refresh endlessly, wondering why it hasn't come yet. Unreasonable expectations lead to perceiving a poor 'client experience', when a sensible assessment of the situation would tell people there's no reason to stress.

Hit the nail on the head there. I been on the crazy train with my husband since September 12, 2014. Never had I ordered notes once. I tried reading as much as I could. Made trips back. He's still not here. I was unaware of this lady.

 

[mrpkiam]

Hit the nail on the head there. I been on the crazy train with my husband since September 12, 2014. Never had I ordered notes once. I tried reading as much as I could. Made trips back. He's still not here. I was unaware of this lady.

may i ask why so long, it says it was refused under your profile on the left. What was the reason given, i have known from the news on tv itself that they would refuse for silliest reasons, most of them get refused for medical or financial support. However, they have asylum rules yet they refuse spouse applications for "burden" to financial system, kind of sad to be frank.

 

[MaryL]

may i ask why so long, it says it was refused under your profile on the left. What was the reason given, i have known from the news on tv itself that they would refuse for silliest reasons, most of them get refused for medical or financial support. However, they have asylum rules yet they refuse spouse applications for "burden" to financial system, kind of sad to be frank.

We had red flags. So different Religion, even though we both believe in God. Different ages. I'm older. Apparently different cultures. He's Berber I'm Métis but we have many similarities. I had been there 6 mos, 3 mos, 1.5 mos, 4 mos. Almost 2 mos. Was with husband for over half our marriage. Anyhow, we had our work cut out for us with the last vo. They don't let me inside during interview.
I believe this woman from Quebec, saw our ages at the start. Gave us last crappy time for interview even though we deserved earlier slot. We had 11:30am. She talked withy husband for 20 minutes. Never looked at 70 pages made up of 2 yrs worth of skype and messenger. Hardly looked at photos. Said I was old. Said my husband only want to better his life by coming to Canada to work. Said I didn't work. But I have same employer for more than 20 yrs. She had put lies in his interview notes. Appeal wait in Saskatchewan is about 2 yrs. We appealed & won in 2 hrs in May 2017. That vo talked with the previous applicant/interviewee for about an hour. He had tried to come to Canada before he got married to a woman who was still on her 2nd marriage with kids. Anyhow, we could have been a yr or two into a mortgage. My only sister passed away at 50 in December. No chance for any relationship there. This is like torture. It cost Canada nothing to say yes. But they pay in appeal and lose all the thousands of dollars I spend out of the country. I heard of visa officers being over the top mean to spouses. They need some new training perhaps. Video interviews!

 

[Tonych76]

Tbh, I think one of the easiest ways to improve client experience would just be more realistic expectations.

The sheer number of people who post on here with a pattern like "I filed my app a week ago, but have heard nothing yet.... IS THERE A PROBLEM??" (Wait two weeks) "My app's been opened, but I haven't been asked for any of the additional info. WHAT'S WRONG?! I'm applying for my GMCS notes" (Wait six week) "My GMCS notes are unreadable! And I've been asked for this extra info, shall I send them this other thing instead?!" (Wait a month) "I haven't heard anything, what's going on?!?!" (wait a month) "My status says Decision Made. What does that mean?! Why won't they tell me what's happening?! I've written to my MP to investigate!!"

Most cases, most of the time, the answer is "Wait", or "Follow the instructions". There are outliers, people whose cases really do go wrong, getting lost, taking years, repeatedly re-requesting documents, etc, but the people who panic and fling off CSEs, GMCS requests, MPs letters, etc when there's no reason to believe there's any problem, are draining resources from everything else, and making it worse for people who actually need help.

It's rather like online tracking of parcels. Back when delivery was expected in a two week window, all you could do was know it was appearing some time in that. Now we know often down to the day, people hit refresh endlessly, wondering why it hasn't come yet. Unreasonable expectations lead to perceiving a poor 'client experience', when a sensible assessment of the situation would tell people there's no reason to stress.

Yes, I second you, man. However, there are many ways that they could speed up the process. And even speed up decisions. If I were the minister of immigration, I would set up a application system semi-online. where most documents such as things like pictures, bills (for co-habitation prove) and stuff like that will be scanned and uploaded. Some other items or VERY important documents can be send. Also, for officials who check docs, dont need to read all that paper with translations and all that junk in physical, they do it electronically.

So many things can be done to speed up process without losing the integrity of the process.

Gosh,, man. Once I get back to CAN I will run for MP and become Immigration minister...

 

[majesty]

Tbh, I think one of the easiest ways to improve client experience would just be more realistic expectations.

The sheer number of people who post on here with a pattern like "I filed my app a week ago, but have heard nothing yet.... IS THERE A PROBLEM??" (Wait two weeks) "My app's been opened, but I haven't been asked for any of the additional info. WHAT'S WRONG?! I'm applying for my GMCS notes" (Wait six week) "My GMCS notes are unreadable! And I've been asked for this extra info, shall I send them this other thing instead?!" (Wait a month) "I haven't heard anything, what's going on?!?!" (wait a month) "My status says Decision Made. What does that mean?! Why won't they tell me what's happening?! I've written to my MP to investigate!!"

Most cases, most of the time, the answer is "Wait", or "Follow the instructions". There are outliers, people whose cases really do go wrong, getting lost, taking years, repeatedly re-requesting documents, etc, but the people who panic and fling off CSEs, GMCS requests, MPs letters, etc when there's no reason to believe there's any problem, are draining resources from everything else, and making it worse for people who actually need help.

It's rather like online tracking of parcels. Back when delivery was expected in a two week window, all you could do was know it was appearing some time in that. Now we know often down to the day, people hit refresh endlessly, wondering why it hasn't come yet. Unreasonable expectations lead to perceiving a poor 'client experience', when a sensible assessment of the situation would tell people there's no reason to stress.

I agree with the things you said about unrealistic expectations. I know most people are anxious and you get people from all walks of life of differing personalities and mentalities and from all over the world, too. Some have had dealings with bureaucracies like governments but others have had no exposure and don't understand this type of institution.

Nevertheless because people are subject to overly emotional responses because they are separated from their loved ones and put their lives on hold, they will be more prone to act irrationally, so to alleviate some of the uncertainties these stressed out people have, even rewriting or adding information about waiting times can cut down on calls to IRCC call centre about where their apps are or if they have received them. I think the wording is too vague or not enough info is given. Even if they simply give people a timeframe as to when they will receive their files (3-6 weeks before contacting IRCC, I think this might alleviate a bunch of calls), even if logic might dictate that they should wait.

I realize that visa offices are taxed and some don't send out AOR2, they should have some way to standardize the system so that they at least send people these letters if they don't want people to bombard IRCC call centre again or their MP's, etc. That's why people come to forums like this one to get answers and sometimes, there is good info but other times, but sometimes it might not be totally correct and send people into unnecessary panic mode and then again people resort to contacting MP's, the call centre, bombarding ATIP with requests for GCMS notes or emailing/calling the Visa Centre. My last thought is that they should hire some flunkies to update GCKey accounts and/or eCAS. High school students or university students could do that!

 

[majesty]

Cross-posting from General Immigration

I'm not sure if this info has been posted previously but if anyone is interested, Michelle Lattimore has apparently been the Director General of Client Experience at IRCC since January and has a publicly posted phone number. I imagine many people on here could give her some suggestions for improving "Client Experience".

http://www.goc411.ca/en/41935/Michelle-Lattimore

https://ca.linkedin.com/in/michelle-lattimore-b0537813b

I'd call that number and give her a whole lot of suggestions but I'm afraid that I'd go off on some rampage about how unhappy I am with the system, so I'll leave it to others who are more in control of their emotions to give her some constructive advice.