Reschedule a Citizenship Test

'Reschedule a Citizenship Test' service developed by my product team at the Canadian Digital Service. Presented to Marta Morgan, the Deputy Minister of the Immigration, Refugees and Citizenship Canada (IRCC) government department.

Transcript

1. Reschedule a citizenship test User-centred service delivery @kyliehavelock
2. Let’s start with the numbers
3. Number of requests to reschedule per year 1,488 in the Vancouver office alone
4. 50% request to reschedule within 1 day
5. 50% request to reschedule within 1 day 71% request to reschedule within 7 days
6. 12,740 call centre enquiries related to citizenship from the Vancouver area
7. Who are our users?
8. 23 major language families
9. 190 countries of origin
10. 11% more likely to access government services online
11. What problems are we trying to solve?
12. I want to move forward with my citizenship process but I don’t want it to disrupt my life
13. We put clients through a lot of stress because we don’t make decisions, and we don’t hear back from the local office
14. We spend a lot of time going back and forth, clients don’t give us the information we need upfront
15. Solving whole problems
16. have no one to care for their children can’t take the day off work, or can’t afford to have a work trip, or need to visit family Families Workers Travellers
17. 7 delivery channels
18. 5% don’t have an email address
19. weeks 8
20. What are the opportunities?
21. Applicants expect to be able to “book” their test rather than providing availability and waiting to hear back
22. Reschedule a citizenship test GCMS API and shared data
23. Check my status Book a citizenship ceremony GCMS API and shared data Reschedule a citizenship test
24. To process a single test reschedule takes 20 minutes
25. To process a single test reschedule takes 20 minutes 3 minutes …or as part of a larger batch
26. Applicant Staff BELA
27. Applicant Staff
28. Vision A clear, simple and fast service that allows future citizens to reschedule their test for a time that meets their needs Facilitate effective communication between call centre and local office staff Build the foundations for further service transformation