PACP - Previous Responses to OAG Reports - December 5, 2023

Key Facts And Figures

• In addition to the most recent Audit of Processing Applications for Permanent Residence, the Office of the Auditor General has conducted four audits involving IRCC during the period of January 2018 to October 2023.
• These audits resulted in a total of seven management action plans.
• All action plans have been implemented and marked as completed.

Key Messages

• The audits conducted and key observations resulting into recommendations were:
  • Audit of Payroll Transactions as part of the Audit of Financial Statements of the Government of Canada (2018)
    • Key human resources management documents’ retention policies should be clarified.
  • Audit of Call Centres (2019)
    • Access to agents should be improved by considering various incoming call response actions i.e. self-service options.
    • Call centre service standards that consider client feedback should be set and performance results published.
  • Audit of Immigration Removals (2020)
    • A process to ensure data accuracy and timeliness should be established.
  • Audit of Processing Asylum Claims (2019)
    • A flexible funding model should be explored towards improving response to shifting claims volumes.
    • Digitizing the asylum claims process including the identification of information needs, security, accuracy and efficiency in collaboration with CBSA and IRB.
    • IRB should be notified by CBSA and IRCC as soon as an asylum claim has been reviewed.

Supplementary Information

• Details of each audit’s recommendation, action plan and implementation dates can be found in Annex A.