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ARCHIVED - Compendium of Service Standards
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Passport Office
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Business Line |
Service Standard |
Delivery channels |
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GOL |
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In person |
Tel |
Mail |
Internet |
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Kiosk |
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The Passport Office is a Business Line within DFAIT |
1 |
The passport fee recovers costs and all travel documents are produced with the highest regard for cost-effectiveness and security. |
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2 |
The average waiting time for service is 20 minutes. |
X |
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3 |
Canadians applying for a passport in person generally make two trips to the Passport Office: one to submit an application and the other to pick up a passport |
X |
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4 |
The average time to examine an application is 5 minutes if all application requirements are met. |
X |
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5 |
There are 32 points of service, including 29 issuing offices, certificate of identity, official travel and mail-in services. |
X |
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X |
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6 |
All passport offices are located in areas where parking is available and in buildings that are accessible to persons with a disability. |
X |
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7 |
The minimum daily number of hours of service to the public is 7.5. Some issuing offices remain open to the public up to 9.5 hours. Automated telephone response provides answers to the most frequently asked questions 24 hours a day. |
X |
X |
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8 |
Canadian passports are a preferred target for people who want to benefit from its privileges. The 5-year validity period coincides with the life of the technical design and allows us to incorporate new security technologies into our passports. |
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9 |
All travel documents issued conform to, or exceed international specifications concerning the format, issuance and integrity of international travel documents. |
X |
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X |
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10 |
In Canada, emergency service is provided after office hours, on weekends and on holidays. When a passport is lost abroad, an emergency passport is issued. |
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11 |
All personal information concerning applicants is protected. |
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12 |
All travel documents issued by the Passport Office are internationally respected. |
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13 |
Examiners are empowered to resolve complex issues at the time of examination. |
X |
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14 |
Examiners meet the professional and security requirements set by the Passport Office. |
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15 |
Superior employee service is recognized and rewarded. |
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16 |
Bilingual services and TTY services are provided. Applications are available in Braille and in a digitized format for persons with a visual impairment. |
X |
X |
X |
X |
X |
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17 |
A web site and toll-free information service is accessible 24 hours a day, seven days a week. |
|
X |
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X |
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18 |
Service representatives are available Mon-Fri during normal working hours in all time zones. |
X |
X |
X |
X |
X |
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19 |
The CEO responds to all written correspondence from the public within 30 working days. |
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X |
X |
X |
X |
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20 |
All employees of the Passport Office dealing with the public provide courteous, helpful, kind and empathetic service. |
X |
X |
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Business Line |
Service Standard |
Source |
Type |
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2001- |
1999- |
Website |
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Interview |
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The Passport Office is a Business Line within DFAIT |
1 |
The passport fee recovers costs and all travel documents are produced with the highest regard for cost-effectiveness and security. |
|
|
X |
SC |
|
|
2 |
The average waiting time for service is 20 minutes. |
|
|
X |
TF |
|
|
|
3 |
Canadians applying for a passport in person generally make two trips to the Passport Office: one to submit an application and the other to pick up a passport |
|
|
X |
TF |
|
|
|
4 |
The average time to examine an application is 5 minutes if all application requirements are met. |
|
|
X |
TB |
|
|
|
5 |
There are 32 points of service, including 29 issuing offices, certificate of identity, official travel and mail-in services. |
|
|
X |
TF |
|
|
|
6 |
All passport offices are located in areas where parking is available and in buildings that are accessible to persons with a disability. |
|
|
X |
TF |
|
|
|
7 |
The minimum daily number of hours of service to the public is 7.5. Some issuing offices remain open to the public up to 9.5 hours. Automated telephone response provides answers to the most frequently asked questions 24 hours a day. |
|
|
X |
TF |
|
|
|
8 |
Canadian passports are a preferred target for people who want to benefit from its privileges. The 5-year validity period coincides with the life of the technical design and allows us to incorporate new security technologies into our passports. |
|
|
X |
TF |
|
|
|
9 |
All travel documents issued conform to, or exceed international specifications concerning the format, issuance and integrity of international travel documents. |
|
|
X |
OC |
|
|
|
10 |
In Canada, emergency service is provided after office hours, on weekends and on holidays. When a passport is lost abroad, an emergency passport is issued. |
|
|
X |
TF |
|
|
|
11 |
All personal information concerning applicants is protected. |
|
|
X |
SC |
|
|
|
12 |
All travel documents issued by the Passport Office are internationally respected. |
|
|
X |
OC |
|
|
|
13 |
Examiners are empowered to resolve complex issues at the time of examination. |
|
|
X |
TF |
|
|
|
14 |
Examiners meet the professional and security requirements set by the Passport Office. |
|
|
X |
SC |
|
|
|
15 |
Superior employee service is recognized and rewarded. |
|
|
X |
? |
|
|
|
16 |
Bilingual services and TTY services are provided. Applications are available in Braille and in a digitized format for persons with a visual impairment. |
|
|
X |
OL |
|
|
|
17 |
A web site and toll-free information service is accessible 24 hours a day, seven days a week. |
|
|
X |
TF |
|
|
|
18 |
Service representatives are available Mon-Fri during normal working hours in all time zones. |
|
|
X |
TF |
|
|
|
19 |
The CEO responds to all written correspondence from the public within 30 working days. |
|
|
X |
TB |
|
|
|
20 |
All employees of the Passport Office dealing with the public provide courteous, helpful, kind and empathetic service. |
|
|
X |
CP |
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In its 2001-2002 Report on Plans and Priorities, the Passport Office made a commitment to improve client service, including service access and convenience. Initiatives under this commitment will include: "optimize front-line service by reducing waiting times for in-person service in major population centres (waits of no more than 45 minutes for 95 percent of the year), and by developing and deploying a new traffic management approach" and "undertake the new Client Satisfaction Feedback Program, using the voice of clients to set service directions and better focus on clients' needs. The Program will measure the satisfaction level of users and establish a baseline for continuous improvement, in conformity with the Government Citizen-Centred Service Initiative." (pg. 41-42)
