CONGRATS READY MY GIRL!!!! MY HEART IS SMILING FOR YOU!!
Mawnin Forum,
I thought I would share some information I learned today....
I just got off the telephone with my MP's office. She was just at a conference last week with CIC in Ottawa. Here are some things she shared with me...
Remember when you log off eCAS you are prompted to do a survey? Well they have been studying the results and have also been doing surveys with call center agents and staff. A big thing they are noticing is that eCAS is not being used to its full potential (they could have learned that by reading our complaints in this forum
) They are recognizing that a lot of time is being wasted because of this. I will explain: If a sponsor/applicant is trying to get info about their file and they don't see it on eCAS, then they are calling the call center and getting poor information there which then leads them to call their MP. This is wasted manpower and they feel if eCAS was used properly, then this wasted time would be saved. There were more than 60,000 inquiries made by MPs in the last year. Additionally, they also see that when a case specific inquiry is sent, the VO often does not respond, maybe because there is nothing to update the sponsor/applicant with, so the IO ignores the inquiry. This then turns the inquirer to the call center and/or the MP to do the inquiry. If the VO would have responded initially, then saved time (ok you get it). So sounds like they are finally putting some responsibility on the VO to reply to inquiries and more importantly use eCAS more effectively. This is positive!
Another change that will be implented is that MPs will not be able to do inquiries UNLESS, there is a problem with the file, or, the file has gone past posted timelines. CIC is aware of the extremity of miscommunication there is, from no communication to wrong information between call center agents and etc. One step in implementing these changes is to create a new more user-friendly website, hence the new look.
Anyways, thought I would share some of the info I learnt today...
Kingston, 18 days til Christmas, free up da men (and women) dem!!!!