Introduction
Canada has always been a popular destination for individuals seeking to work, study, and build a life with their families. In order to improve the overall experience for immigrants, the Government of Canada is taking steps to modernize its immigration platform. This initiative aims to ensure that Canada remains a preferred destination for individuals around the world. The Honourable Helena Jaczek, Minister of Public Services and Procurement, and the Honourable Sean Fraser, Minister of Immigration, Refugees and Citizenship, recently announced that the Government of Canada has awarded contracts worth a total of $85.4 million to develop a new Client Experience Platform. This platform will provide a more user-friendly interface to access Immigration, Refugees and Citizenship Canada (IRCC) programs and services.
The Client Experience Platform
The new Client Experience Platform, once fully implemented over the next few years, will revolutionize the way clients interact with IRCC. It will offer a seamless and personalized experience, replacing outdated client-facing portals and tools. The Government of Canada has awarded two contracts to support the development and implementation of this platform.
Salesforce Canada Corporation: Core Technology Provider
One of the contracts, worth $10.5 million, has been awarded to Salesforce Canada Corporation. Salesforce is a prominent software-as-a-service publisher known for its expertise in providing cutting-edge technology solutions. Under this 5-year contract, Salesforce will provide the core technology, licensing, support, and maintenance for the Client Experience Platform. The contract also includes options for extension up to 15 additional years, ensuring the long-term sustainability of the platform.
Accenture Inc.: Systems Integrator
The second contract, valued at $74.9 million, has been awarded to Accenture Inc. Accenture is a renowned systems integrator with extensive experience in implementing large-scale projects. Their role will be to support IRCC in the design, implementation, and maintenance of the new platform. This 2-year contract also includes options for extension up to 5 additional years. Accenture Inc. is committed to promoting Indigenous participation by setting aside 15.1% of the annual contract value for this purpose, offering various direct and indirect benefits to Indigenous communities.
Collaboration for Success
Salesforce Canada Corporation and Accenture Inc. will work closely with IRCC to ensure the successful development and implementation of the Client Experience Platform. The collaboration between these industry-leading companies and the government will bring together their respective expertise to create a platform that meets the needs of clients and enhances their overall experience.
Implementing the New Platform
Work on the new platform is set to begin later this summer, with the initial implementation for a subset of clients expected in the fall of 2023. This phased approach will allow for testing and refinement before expanding the platform to a larger user base. The ultimate goal is to provide a seamless and user-friendly interface that simplifies the immigration and citizenship processes for clients.
Benefits of the Client Experience Platform
The development and implementation of the Client Experience Platform will bring several benefits to clients, IRCC, and the Government of Canada as a whole.
Enhanced User Experience
The new platform aims to provide an enhanced user experience for individuals accessing IRCC programs and services. With a more user-friendly interface, clients will be able to navigate the immigration and citizenship processes more easily. The platform will offer intuitive tools and capabilities that streamline the application process, reducing complexity and increasing efficiency.
Personalized Services
Personalization is a key aspect of the Client Experience Platform. By leveraging technology and data, the platform will enable IRCC to personalize services to meet the unique needs of clients. This personalized approach will ensure that clients receive tailored guidance and support throughout their immigration journey, enhancing their overall experience.
Replacement of Outdated Portals and Tools
The current client-facing portals and tools will be replaced by the new platform. This modernization effort will eliminate outdated systems and processes, allowing for a more efficient and seamless interaction between clients and IRCC. The new platform will leverage the latest technologies to provide a more intuitive and responsive user interface.
Long-Term Sustainability
The contracts awarded to Salesforce Canada Corporation and Accenture Inc. include options for extension, ensuring the long-term sustainability of the Client Experience Platform. This commitment to ongoing support and maintenance guarantees that the platform will continue to evolve and adapt to the changing needs of clients and the immigration landscape.
Indigenous Participation
Accenture Inc.'s commitment to setting aside 15.1% of the annual contract value for Indigenous participation demonstrates the government's commitment to reconciliation and inclusivity. By providing opportunities for Indigenous communities to participate in the development and implementation of the platform, the government aims to create economic benefits and build stronger relationships.
Conclusion
The Government of Canada's initiative to modernize its immigration platform through the development of the Client Experience Platform reflects its commitment to providing a seamless and user-friendly experience for immigrants and clients of IRCC. The contracts awarded to Salesforce Canada Corporation and Accenture Inc. will leverage their expertise to create a platform that streamlines processes, enhances personalization, and replaces outdated systems. This significant investment will ensure that Canada remains a destination of choice for individuals seeking to work, study, and build a life with their families.
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This update has been compiled with the latest available information for the general information of Border Law clients and other interested parties. This Update is not comprehensive and should not be relied upon without appropriate legal advice.