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Table 4: Status Report on Major Crown Projects

Global Case Management System


The Global Case Management System (GCMS) project is essential to the modernization of client services at Citizenship and Immigration Canada (CIC). It is an e-Business platform that is integral to making Canada’s citizenship and immigration system more modern, efficient, and flexible to Canada’s labour market needs. A department-wide priority, GCMS will ultimately provide a single, integrated case management application processing capability from first contact with clients to final disposition of their case. The current case processing system is unable to sustain and support new technologies to provide better client service, effectively manage inventories, or improve program integrity.

Project Phases

GCMS was granted preliminary project approval by Treasury Board in 2001. In September 2004, it was deployed to the Citizenship line of business. Since that time, it has supported the effective delivery of legislative changes, such as Adoptions, Lost Canadians, and new Citizenship rules.

As a result of independent reviews, GCMS underwent a project assessment and a revised go–forward plan was developed with a reduced scope. In August 2008, Treasury Board granted approval for GCMS Release 2. Laying the foundation for future business improvements, once GCMS is fully deployed, it will support 100% of citizenship and more than 85% of immigration applications.

Leading and Participating Departments and Agencies
Lead Department Citizenship and Immigration Canada
Contracting Authority Canada Border Services Agency
Participating Departments Public Works and Government Services Canada
Prime Contractor None (The Department is responsible for system integration.)

Major Milestone Date
Treasury Board approves funding for the GCMS project at the same time as CIC’s Treasury Board submission on the implementation of policy reforms and the new IRPA. August 2000
Treasury Board grants Preliminary Project Approval and major Crown project designation to the GCMS. March 2001
Treasury Board grants Effective Project Approval (EPA) to the GCMS. January 2002
Request for proposal for the acquisition of a commercial, off-the-shelf software package for case management posted for tender by Public Works and Government Services Canada. February 2002
Contract for the off-the-shelf software package for case management awarded. March 2003
Treasury Board grants amended EPA to the GCMS to address the impact of procurement delays. October 2003
The first GCMS business component (Citizenship) is implemented. September 2004
Treasury Board grants a second amendment to the EPA to address the impact of cumulative slippage that includes critical new requirements in project scope, and provides for an incremental deployment approach. September 2005
Completion of a System Under Development audit of the GCMS project. November 2005
Treasury Board grants a third amendment to the EPA to address a wording anomaly with regard to the GST. December 2006
Independent review indicates the need to assess project status and review options for completing GCMS objectives. December 2006
Treasury Board grants a fourth amendment to the EPA to undertake this assessment and to develop a revised go-forward plan. February 2007
Treasury Board grants a fifth amendment to the EPA, extending the time frame for completion of a substantive go-forward plan to late fiscal 2007–2008. October 2007
Independent review validates project’s recovery plan and project team’s readiness to deliver. December 2007
Treasury Board grants a sixth amendment to the EPA with a reduced scope for the second release of GCMS. August 2008
Deployment of GCMS Release 2 to Citizenship users May 2010
Deployment of GCMS Release 2 to first international mission June 2010

Progress Report and Explanation of Variances

  • As of March 31, 2009, GCMS Release 2 is within budget and on schedule to deploy to its first international mission in June 2010.
  • On July 29, 2008, Treasury Board met to discuss GCMS. Approval was granted through an addendum in August 2008 for an extension of the project authority to March 31, 2011, and an increase of the total authority to $387 million (including GST). Consistent with recommendations from independent reviews conducted between December 2006 and December 2007, the project will be completed with a reduced scope focusing on systems used by operations overseas.
  • The GCMS project has faced considerable challenges, adding to the cost and time needed to complete the project, including:
    • an overly ambitious scope with no initial phased delivery;
    • a change of government direction to commercial off-the-shelf software;
    • splitting of immigration with the creation of the Canada Border Services Agency;
    • amendments to Immigration and Refugee Protection Act, representing a major change in the administration of the immigration system; and
    • a need to respond to increased security risks, while respecting privacy.