Citizenship and Immigration committee  Madam Vice-Chair, we very much monitor the service standards on a regular basis to ensure that the various parts of the network are meeting the requirements. In terms of overall management of them, we report to Treasury Board annually on how successful we have been in meeting or not meeting the service standards.

Citizenship and Immigration committee  We're very conscious of some of the issues in Chandigarh, and I've had the opportunity to visit Chandigarh twice in the last six months. I think there are a number of issues there. One of the big things we are trying to do is, again, this idea of work sharing across the network, so that when there is a particular surge in an office like Chandigarh, we're able to spread the work to places, perhaps larger offices, that are able to respond to that increase in applications.

Citizenship and Immigration committee  I'm actually not aware of that level of service having been provided previously, but at the moment we are really trying to focus on a couple of things. One is the visa application centres abroad, which do offer some of that sort of work, and which have proven to be a very successful network, because we are able to provide applicants with support in their own language.

Citizenship and Immigration committee  Certainly. There were some changes to express entry that were implemented on November 19, and then there were some issues with people being unable to successfully update their profiles. We have made changes, and I think people are now in a position to be able to do it. We've done an awful lot of outreach as well to clients to ensure that no one was disadvantaged through this process.

Citizenship and Immigration committee  Madam Vice-Chair, I don't think I have any numbers on exactly how many go through without any issues at all. The overall acceptance rate is very high, so I think it's fair to say that the majority of applications do indeed go through that way. When we define complex versus non-complex cases, the vast majority of cases are non-complex and go through in that way.

Citizenship and Immigration committee  Yes, certainly. The managers in any given office are going to be monitoring the work of individual officers all the time. It may not be on specific cases, because there may be very good reasons why a specific case is taking a long time, but overall, yes, we're going to be monitoring productivity, and we're going to be monitoring how long they're taking to do cases and so on.

Citizenship and Immigration committee  No—

Citizenship and Immigration committee  Well, I think what we're looking at when we look at various offices is the service standards. For instance, on the temporary resident side, the service standard is 14 days. On a regular basis we do look at what offices are meeting that and which offices are not. There may be very good reasons why a office is not able to meet that standard, and sometimes it's surprising why it's difficult to do so.

Citizenship and Immigration committee  Madam Vice-Chair, I understand that the issue can be very difficult, and sometimes it would be useful to have assistance at the outset. I think one of the things we are trying to do to deal with that issue is to reduce the volume of information which is out there and to provide more clear, concise information.

Citizenship and Immigration committee  Again, what we're trying to do is diagnose exactly where there may be gaps right now. That's what we're trying to do working with them to see what they're seeing. One of the issues, I think, is not so much with people arriving for their initial flight, because people are able to get an eTA very rapidly, the vast majority within three minutes.

Citizenship and Immigration committee  Let's say there are multiple things we are trying to attack, and for all of them, there is no silver bullet to solve them and ensure every single person...and get 100%. We're close. It's very high.

Citizenship and Immigration committee  Some of them are systems changes, which may help, because of people putting in passport numbers incorrectly, so that we self-correct that. There are issues like trying to get the word out to certain groups which are not aware of it. There are multiple things we are trying to do.

Citizenship and Immigration committee  It's a huge system, so inevitably there are some bumps along the way, but I think we've addressed the vast majority of them and we continue to do so.

Citizenship and Immigration committee  Yes.

Citizenship and Immigration committee  It's been working very well. There's a governance level, from the working level to the director general level, to the ADM level, and the deputy ministers hold a meeting biweekly at the moment.