Passport Canada

A Case Study in Business Transformation

Presentation to IPAC

Chief Executive Officer – Passport Canada

August 30, 2011

Victoria, B.C.

Version 1.0 PPAD August 29, 2011

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Outline for today’s presentation

Purpose of the presentation today...

• To highlight examples of business transformation and

innovation initiatives at Passport Canada

Topics ...

• Our mission and service delivery model

• Examples of business transformation initiatives

• Our approach to managing innovation investments

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Our mission is to issue

secure Canadian travel

documents through

authentication of identity

and entitlement,

facilitating travel and

contributing to

international and

domestic security.

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Passport Canada

Service Delivery Network

34 PPTC offices in Canada

114 full-service missions abroad

200 receiving agents

(144 Service Canada / 56 Canada

Post)

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Examples of Innovation at Passport Canada

1. Western Hemisphere Travel Initiative (WHTI)

2. Forecast Demand & Delivery Program

3. Activity Based Management (ABM)

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2005-2006 Passport Canada

issued 3.1M passports

2006-2007 Forecast was for

a 6.6% increase:

2.2% – natural growth

4.4% – WHTI phase 1

• January 2007 alone, saw a

47% increase from previous

month

• Real growth in demand was

of 22%

2007-2008 Growth in

demand of 32%

The Gathering Storm

Passport Canada – Western Hemisphere Travel Initiative (WHTI)

Examples of Innovation - 1

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Passport Canada - WHTI

Examples of Innovation - 1

Western Hemisphere Travel Initiative (WHTI) was a major driver for Passport Canada

business transformation.

We examined what we needed to change, designed and transformed:

- Sought central agency and political support and built capacity

- Increased Service Access

- Improved Process Control

- Engaged organizational resources at all levels (blitzes)

- Modified policies, business processes, procedures (Simplified Renewals,

Guarantor policy, etc.)

- Improved analytics for better forecasting and planning

- Engaged the client as part of the solution

“In 2007, Passport Canada found itself unprepared for the overwhelming number of

passport applications from Canadians wanting to fly to the United States. We are

pleased at the extensive action it has taken ..” “Passport Canada has put a lot of effort

into correcting the problems it had with a sudden increase in demand for passports”. Sheila Fraser – Auditor General of Canada

In 2009 IPAC awarded Passport Canada the gold medal for Public Sector

Leadership

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Passport Canada - Forecast Demand and Delivery Program

Examples of Innovation - 2

• Prior to WHTI, analytic capability for forecasting was limted.

• An innovative application demand forecasting tool now enables Passport Canada to

better plan and allocate resources, based on sophisticated forecasting demand and

supply system. Forecasted and actual demand are monitored weekly.

WHTI 2 June 2009WHTI 1 January

2007

In 2010 the Government Technology Exhibition and Conference (GTEC)

awarded Passport Canada a Distinction Award for its Forecast Demand and

Delivery Program.

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• Passport Canada’s Activity Based Management (ABM) system provides information to facilitate strategic and management decisions about : Profitability and cost of business activities, access service channels and

products/services;

Capacity and resource requirements; and

Pricing strategies.

• ABM enables Passport Canada to manage its process costs by understanding business activities and their cost drivers.

• ABM supports the Agency’s quest for

continuous improvement by gaining insights

about the current and projected financial and

capacity impacts of policy decisions, security

and process enhancements as well as business

transformation initiatives.

Passport Canada - Activity Based Management

Examples of Innovation – 3

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Passport Canada - Activity Based Management

Examples of Innovation - 3

• Intense pressure to do more with less

Heighten security

Lower costs

• The solution for governments under pressure cannot be to simply uncover new sources of revenue or increase taxes.

• Meeting this challenge often requires:

Accessing accurate and easy-to-understand financial data

Determining the true and actual costs of products and services

Identifying and implementing process improvements

Evaluating outsourcing or privatization options

Aligning activities to the organization’s vision, mission, and its strategic plan.

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Passport Canada

Other Examples of Innovation

• Other Passport Canada examples of innovative

initiatives:

Facial Recognition (operational)

Case Management System (operational)

ePassport (in development)

Program Re-design (study in progress)

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Passport Canada - Managing Innovation and Investments

• Passport Canada has implemented a Corporate Portfolio Management

approach for managing innovation and investments:

• Seven Stage Gates over life cycle of selected innovation initiatives / investments

• Harvesting benefits and expected outcomes

Project ExecutionHarvest Benefits

Corporate Portfolio of Initiatives / Investments

Outcomes and Benefits Management

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Passport Canada - Managing Innovation Investments

Executive Dashboards

Project Executive Dashboard

Portfolio Executive Dashboard

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Questions and Answers

• Thank you !

• Questions and Answers ….

Christine Desloges

Chief Executive Officer

Passport Canada