Reschedule a Citizenship Test

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Reschedule a citizenship test User-centred service delivery @kyliehavelock

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Let’s start with the numbers

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Number of requests to reschedule per year 1,488 in the Vancouver ofﬁce alone

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50% request to reschedule within 1 day

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50% request to reschedule within 1 day 71% request to reschedule within 7 days

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12,740 call centre enquiries related to citizenship from the Vancouver area

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Who are our users?

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23 major language families

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190 countries of origin

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11% more likely to access government services online

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What problems are we trying to solve?

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I want to move forward with my citizenship process but I don’t want it to disrupt my life

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We put clients through a lot of stress because we don’t make decisions, and we don’t hear back from the local ofﬁce

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We spend a lot of time going back and forth, clients don’t give us the information we need upfront

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Solving whole problems

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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

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7 delivery channels

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5% don’t have an email address

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weeks 8

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What are the opportunities?

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Applicants expect to be able to “book” their test rather than providing availability and waiting to hear back

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Reschedule a citizenship test GCMS API and shared data

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Check my status Book a citizenship ceremony GCMS API and shared data Reschedule a citizenship test

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To process a single test reschedule takes 20 minutes

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To process a single test reschedule takes 20 minutes 3 minutes …or as part of a larger batch

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Applicant Staff BELA

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Applicant Staff

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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