"Online service delivery change for citizenship oaths and exploring moving other service lines online

This compendium, prepared by the Division for Public Institutions and Digital Government (DPIDG) of the United Nations Department of Economic and Social Affairs (UN DESA), aims to capture emerging trends in digital responses of UN Member States against the COVID-19 pandemic along with other digital government initiatives and provide a preliminary analysis of their main features. These cases are shared for exchange of information so that Member States can learn from each other and possibly create new partnerships.

IRCC has been making major changes to its organization’s service delivery model to ensure that service can continue. Upgraded their virtual call centre to allow service calls to be answered remotely while employees are working from home. Enabled first virtual citizenship oath, game changing for the department now looking at now looking at ways of doing virtual oath-taking and interviews and citizenship ceremonies. Working with industry to explore part of the resident renewal application process online, 100% paper-based right now, if successful, could use across other business lines, passport, citizenship.

Country

Canada

Institution

Immigration, Refugees and Citizenship Canada