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Table 6: User Fees/External Fees

Table 6.1–A: User Fees Act-Access to Information

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
8.5	98.4	2,530 (note 1)	2008-2009 2009-2010 2010-2011	103 108 113	5,021 3,900 3,900
User Fee: Fees charged for the processing of access requests filed under the Access to Information Act (ATIA)
Fee Type: Other products and services
Fee Setting Authority: Access to Information Act and Access to Information Regulations
Date Last Modified: 1992
Performance Standard: Response provided within 30 days following receipt of request; the response time may be extended pursuant to section 9 of the ATIA. Notice of extension to be sent within 30 days after receipt of request. The Access to Information Act provides fuller details: http://laws.justice.gc.ca/en/A-1/218072.html
Performance Results: Statutory deadlines met 63% of the time
Other information: The department has experienced an average annual increase in ATIA-related activities of 13.2% over the last 12 years. The department is implementing a comprehensive business plan to address the performance gap in processing of access requests and intends to significantly improve service in the short and long term. Estimated costs for future years are based on the approval of a business plan that would increase the size of the Access to Information and Privacy Protection Division by 22 positions and include a one-time allocation of funds for consultants in order to clear the backlog.

1. This reflects only those costs incurred directly by the Access to Information and Privacy Protection Division and does not reflect the total cost to the department.

Table 6.1–B: Policy on Service Standards for External Fees–Access to Information

External Fee	Service Standard1	Performance Results2	Stakeholder Consultation
Fees charged for the processing of access requests filed under the Access to Information Act (ATIA) pursuant to the Access to Information Regulations.	Response provided within 30 days following receipt of request; the response time may be extended pursuant to section 9 of the ATIA. Notice of extension to be sent within 30 days after receipt of request. The Access to Information Act provides fuller details: http://laws.justice.gc.ca/en/A-1/218072.html. The Office of the Information Commissioner has, in the past, considered a performance rate of 85% as standard and 80% as failure.	Statutory deadlines met 63% of the time.	The service standard is established by the Access to Information Act and the Access to Information Regulations. Consultations with stakeholders were undertaken by the Department of Justice and the Treasury Board Secretariat for amendments done in 1986 and 1992.
Other Information: The department has experienced an average annual increase in ATIA-related activities of 13.2% over the last 12 years. The department is implementing a comprehensive business plan to address the performance gap in processing of access requests and intends to significantly improve service in the short and long term. Estimated costs for future years are based on the approval of a business plan that would increase the size of the Access to Information and Privacy Protection Division by 22 positions and include a one-time allocation of funds for consultants in order to clear the backlog.

1. As established pursuant to the Policy on Service Standards for External Fees:

• service standards may not have received parliamentary review; and
• service standards may not respect all performance standard establishment requirements under the User Fees Act (e.g. international comparison; independent complaint address).

2. Performance results are not legally subject to section 5.1 of the User Fees Act regarding fee reductions for unachieved performance

Table 6.2–A: User Fees Act–International Youth Program

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
5,500	4,532	4,532	2008-2009 2009-2010 2010-2011	7,100 7,900 8,800	7,100 7,900 8,800
User Fee: International Youth Program (IYP)
Fee Type: Other: program participation fee
Fee Setting Authority: TBS Charging Policy Authorization No. 828483 pursuant to section 19(1)(b) of the Financial Administration Act and subsection 4(2) of the User Fees Act
Date Last Modified: October 2007
Performance Standard: Young foreigners who pay the $150 fee and who are eligible to participate in the IYP can expect to have their applications reviewed and processed and to receive their "Letters of Introduction" or rejection notice from Citizenship and Immigration Canada (CIC) within approximately 4 weeks. Refunds are issued to non-eligible applicants.
Performance Results: 63% of all applications were finalized within 28 days of receipt

Table 6.2–B: Policy on Service Standards for External Fees–International Youth Program

External Fee	Service Standard1	Performance Results2	Stakeholder Consultation
International Youth Program participation fee	4 weeks	63% of all applications were finalized within 28 days of receipt.	Consultations for the implementation and level of fee were undertaken with stakeholders for the countries to which the fee was applied in January 2008. For Australia and New Zealand, which have been charging a fee since 2000, yearly consultations are conducted with relevant stakeholders to ensure reciprocity of fees and that costs do not exceed revenues as per the User Fees Act.
Other Information: The International Youth Program facilitates access to work permits for Canadian and international youths with which Canada has either bilateral or multi-lateral arrangements. The Program Participation Fees are only paid by international youths participating in the program. The rate of response to an applicant's request for a letter of introduction (which accesses a work permit) is the performance on which the standard is based. The IYP uses the performance standards set by Citizenship and Immigration Canada for the rate of response to requests for work permits, which is four (4) weeks. Further information on this CIC user fee is available at The International Youth Program facilitates access to work permits for Canadian and international youths with which Canada has either bilateral or multi-lateral arrangements. The Program Participation Fees are only paid by international youths participating in the program. The rate of response to an applicant's request for a letter of introduction (which accesses a work permit) is the performance on which the standard is based. The IYP uses the performance standards set by Citizenship and Immigration Canada for the rate of response to requests for work permits, which is four (4) weeks. Further information on this CIC user fee is available at www.tbs-sct.gc.ca/dpr-rmr/2006-2007/inst/imc/imc06-eng.asp.

1. As established pursuant to the Policy on Service Standards for External Fees:

• service standards may not have received parliamentary review; and
• service standards may not respect all performance standard establishment requirements under the User Fees Act (e.g. international comparison; independent complaint address).

2. Performance results are not legally subject to section 5.1 of the User Fees Act regarding fee reductions for unachieved performance

Table 6.3–A: User Fees Act–Export/Import Fees

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
12,500	9,500	20,255	2008-2009 2009-2010 2010-2011	12,000 12,000 12,000	12,000 12,000 12,000
User Fee: Fees for the issuance of export and import certificates and permits
Fee Type: Other product and services
Fee Setting Authority: Export and Import Permits Act (EIPA) Export and Import Permits and Certificates Fees Order.
Date Last Modified: 1995
Performance Standard: Deliver non-routed permits within 15 minutes of the time of application; process within 4 business hours import and export permit applications that are automatically redirected (routed) to the bureau’s officers or which have been flagged for an officer’s review by the applicant when no additional information or documentation is required.
Performance Results: 98.66% success rate on the processing of 844,000 + applications.

Table 6.3–B: Policy on Service Standards for External Fees–Export/Import Fees

External Fee	Service Standard1	Performance Results2	Stakeholder Consultation
Fees for the issuance of export and import certificates and permits	Deliver non-routed permits within 15 minutes of the time of application; process within 4 business hours import and export permit applications that are automatically redirected (routed) to the bureau's officers or which have been flagged for an officer's review by the applicant when no additional information or documentation is required.	98.66% success rate on the processing of 844,000 + applications in 2007-2008.	The Export Import Control Bureau is fully committed to compliance with the TB Policy on Service Standards for External Fees. Service standards are currently being reviewed. Stakeholder surveys are being prepared and will be distributed in early fall.
Other Information: Performance will be evaluated and results will be communicated to stakeholders as per the TB Policy.

1. As established pursuant to the Policy on Service Standards for External Fees:

• service standards may not have received parliamentary review; and
• service standards may not respect all performance standard establishment requirements under the User Fees Act (e.g. international comparison; independent complaint address).

2. Performance results are not legally subject to section 5.1 of the User Fees Act regarding fee reductions for unachieved performance

Table 6.4/6.5–A: User Fees Act–Consular
1. Consular Service Fee

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost (note 1)	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
70,000	96,727	72,617	2008-2009 2009-2010 2010-2011	110,000 100,000 100,000	85,000 100,000 100,000
2006-2007 (note 2)
64,900	76,453	133,838
2005-2006 (note 2)
66,200	65,175	74,249
User Fee: Consular Service Fee
Fee Type: Other products and services
Fee-Setting Authority: Consular Services Fees Regulations http://laws.justice.gc.ca/en/E-22/SOR-95-538/index.html pursuant to the Department of Foreign Affairs and International Trade Act
Date Last Modified: The Consular Service Fee was introduced on November 8, 1995. It has not been modified. (See note 1, below.)

2. Specialized Consular Services Fees

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost (note 1)	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
3,100	3,618	3,818	2008-2009 2009-2010 2010-2011	4,000 3,600 3,600	4,000 3,800 3,800
2006-2007 (note 2)
64,900	76,453	133,838
2005-2006 (note 2)
66,200	65,175	74,249
User Fee: Specialized Consular Services Fees
Fee Type: Other products and services
Fee-Setting Authority: Consular Fees (Specialized Services) Regulations www.voyage.gc.ca/main/about/consular_fees-en.asp#1 pursuant to paragraph 19(1) (a) of the Financial Administration Act
Date Last Modified: Fees have been collected since 1958 pursuant to the Regulations Respecting the Fees to Be Charged for Consular Services, SOR/58-133. The most recent modification occurred in 1998 with the coming into force of the Consular Fees (Specialized Services) Regulations.

Consular Service Fee and Specialized Consular Services Fees Performance standards: Services are based on written service standards, which detail the services to be provided, along with qualitative and quantitative standards to be used by employees. The service standards are available at www.voyage.gc.ca/main/about/service_standards-en.asp as well as at all missions abroad, where they are either in public view or can be provided by employees. These service standards were established in 1995 and are in need of a comprehensive review. As well, technical and resource constraints have impeded the department’s ability to report on performance against the full range of these standards (with the exception of passport, citizenship and arrest/detention services). This reporting gap was noted in the May 2008 Report of the Auditor General of Canada. It is the department’s intention to initiate a review of the standards in 2008-2009 with a view to establishing more meaningful standards and, in turn, better public reporting. Consular services are provided to Canadians abroad 24 hours a day, 7 days a week, at more than 260 points of service around the world. Outside regular business hours, calls are forwarded to the Emergency Operations Centre in Ottawa. Emergency situations are dealt with immediately. Every effort is made to obtain solutions for specific problems and to provide the required service. However, the department’s ability to do so and its success are conditioned, in many instances, by the laws and regulations of other countries as well as the quality and level of cooperation offered by persons and organizations outside the Government of Canada.

Consular Service Fee Performance Results: In 2007-2008, consular officers dealt with over 1.3 million requests for consular services, which resulted in 255,605 cases being opened. Feedback indicated that 93% of respondents were satisfied or very satisfied with the overall service that they received. Efforts to increase the number of client feedback forms returned, and to expand the number of participating missions, have shown results. The number of client feedback forms received in 2007-2008 was more than double that of the year before, rising from 1,205 to 2,708. As well, the number of participating missions has grown to 129, which represents nearly half of the consular points of service around the world. An airport survey undertaken in March 2008 found that travellers who were familiar with the travel advisories on the consular website (www.voyage.gc.ca) were very positive in their assessment of this information source, with 87% saying it was very or somewhat useful. The same survey also found that 95% of travellers trusted the information provided by the government. In previous years, the department has reported performance against passport, citizenship and arrest/detention service standards in the consular narrative portion of the DPR. For 2007-2008, this information is noted below: Canada’s missions abroad are asked to make regular contact with long-term Canadian detainees. The frequency of contact reflects local conditions: once every three months (e.g. in much of Latin America, Africa and Asia), once every six months (e.g. in much of Western Europe) or once every 12 months (e.g. in the United States, where over 70% of these detainees are located). As of March 31, 2008, missions met this standard 80% of the time-equal to the 2006-2007 results. Missions are asked to report on their ability to accept, review and forward citizenship applications to Canada within the 10-day service standard. During 2007-2008, they did so successfully with 89% of the applications, compared to 84% in 2006-2007. Missions are monitored on their ability to meet the 15-day service standard for passport issuance. This year they regularly exceeded this standard, with an average turnaround time of less than 10 working days. The turnaround time in 2006-2007 was also less than 10 working days.

Specialized Consular Services Fees Performance Results: Missions abroad reported dealing with 85,778 legal/notary cases (which included service delivery and related inquiries) in 2007. Client feedback from 222 clients demonstrated an overall satisfaction level with the legal/notary service of 91.6%.

Other Information: The May 2008 Report of the Auditor General of Canada found that "Foreign Affairs and International Trade Canada has approved standards for the consular services fee and tracks performance against some of these standards, but does not report performance against any of these standards to Parliament and the public. Instead, the Department reports on levels of client satisfaction based on a small-scale survey of Canada’s more than 200 consular offices and range of consular services provided." The report recommended that the department "should consider improving transparency of their fees that were subject to this audit by providing more complete public reporting of their financial and non-financial performance information." The department agrees with this recommendation and will be reviewing the existing Consular Services Standards in light of the department’s recently approved Program Activity Architecture and the soon to be approved Performance Measurement Framework, with the intention of establishing more meaningful standards and, in turn, better public reporting. Appropriate changes will be initiated in accordance with the provisions of the User Fees Act and reflected in the department’s reporting to Parliament in its Departmental Performance Report.

Notes:
1. Temporary surpluses for the Consular Service Fee: The full costing information provided for fiscal year 2007-2008 reveals a surplus of revenues over costs of $24.762 million. A surplus of $25.0 million is also estimated for fiscal year 2008-2009. These surpluses reflect a temporary increase in revenues resulting from a spike in demand due to changes in passport requirements for travel to the United States of America. The estimated decline in revenues in fiscal years 2009-2010 and 2010-2011, combined with planned investments in the Consular program to improve the consular services provided to Canadians, is forecasted to result in the elimination of these surpluses.
2. Prior Years: Full costing information for the Consular Service Fee and the Specialized Consular Services Fees has also been provided for fiscal years 2005-2006 and 2006-2007, as this information was not previously disclosed in the published Departmental Performance Reports.

Table 6.4/6.5–B: Policy on Service Standards for External Fees–Consular Service and Specialized Consular Service

External Fee	Service Standard1	Performance Results2	Stakeholder Consultation
6.4-B: Consular Service Fee	Consular services are based on written service standards (established in 1995), which detail the services to be provided, along with qualitative and quantitative standards to be used by employees. The service standards are available at www.voyage.gc.ca/main/about/ service_standards-en.asp as well as at all missions abroad, where they are either in public view or can be provided by employees. Consular services are provided to Canadians abroad 24 hours a day, 7 days a week, at more than 260 points of service around the world. Outside regular business hours, calls are forwarded to the Emergency Operations Centre in Ottawa. Emergency situations are dealt with immediately.	See Table 6.4/6.5-A	The consular service standards were developed following consultations with Canadians at approximately 80 missions around the world and selected clients in Canada. Surveys were also conducted at the international airports in Toronto, Montreal and Vancouver.
6.5-B: Specialized Consular Services Fees	These standards are available to clients online at www.voyage.gc.ca/main/about/ service_standards-en.asp and at all missions abroad. Clients are invited to comment if they did not receive the level of service they expected, or if they wish to make suggestions.	See Table 6.4/6.5-A	The consular service standards were developed following consultations with Canadians at approximately 80 missions around the world and selected clients in Canada. Surveys were also conducted at the international airports in Toronto, Montreal and Vancouver.
Other Information: Consular Service Fee The fees collected by Passport Canada include a consular fee of $25, which is collected on behalf of the department and credited to the Consolidated Revenue Fund. This fee offsets the costs of providing consular services to Canadians in distress abroad. Consular services range from routine information requests to cases involving international abduction of children, medical emergencies and evacuations, arrest or detention, death of Canadians abroad, and emergency evacuation in the event of natural disasters or crises. Service standards are available to clients online and at all missions abroad. Clients are invited to comment if they did not receive the level of service they expected, or if they wish to make suggestions. Other Information: Specialized Consular Services Fees Fees are collected for the provision of such services as administering oaths, receiving affidavits, and authenticating a signature or the seal of a foreign authority. Clients in emergency situations abroad, or to whom overriding humanitarian or compassionate considerations apply, are exempt from these fees. Fees reflect the cost of providing the services and do not undercut those charged by local professionals.

1. As established pursuant to the Policy on Service Standards for External Fees:

• service standards may not have received parliamentary review; and
• service standards may not respect all performance standard establishment requirements under the User Fees Act (e.g. international comparison; independent complaint address).

2. Performance results are not legally subject to section 5.1 of the User Fees Act regarding fee reductions for unachieved performance

Table 6.6–A: User Fees Act–Passport Canada

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
239,208	289,738	284,975	2008-2009 2009-2010 2010-2011	276,583 246,173 246,173	276,583 246,173 246,173
User Fee: Passport Canada
Fee Type: Other products and services
Fee Setting Authority: Passport Service Fees Regulation
Date Last Modified: December 2001
Performance Standard: The standard turnaround times are 10 days for over-the-counter applications and 20 days for receiving agents and mail-in applications.
Performance Results: In 2007-2008, turnaround standards were met for 75.7% of applications through all channels. The median number of days to process applications received through our regional offices was 9 days; for receiving agents and mail-in applications it was 20 days.

Table 6.6–B: Policy on Service Standards for External Fees–Passport Canada Revolving Fund

External Fee	Service Standard1	Performance Results2	Stakeholder Consultation
Passport Canada Revolving Fund	The standard turnaround times in working days are: Offices, Regular services: 10 Offices, Urgent services: next working day Offices, Express services: 2 to 9 Mail-in, Regular services: 20 Canada Post Receiving Agent, Regular services: 15 Service Canada Receiving Agent, Regular services: 20	In 2007-2008, turnaround standards were met for 75.7% of applications through all channels. Standards for urgent and express services were met for 99% of applications. The median number of days to process applications received through our regional offices was 9 days; for receiving agents and mail-in applications it was 20 days.	N/A

1. As established pursuant to the Policy on Service Standards for External Fees:

• service standards may not have received parliamentary review; and
• service standards may not respect all performance standard establishment requirements under the User Fees Act (e.g. international comparison; independent complaint address).

2. Performance results are not legally subject to section 5.1 of the User Fees Act regarding fee reductions for unachieved performance

Table 6.0–A: User Fees Act–Totals

2007-2008			Planning Years
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
(in thousands of dollars)
330,317	404,213	388,727
Other Information: The departmental performance reports for 2005-2006 and 2006-2007 reported Property-Related Lettings and Sublettings. A recent legal opinion found that this Cost Recovery (lease of public property) is not subject to the reporting requirements of the User Fees Act, and for this reason they are no longer reported in the Departmental Performance Report.

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