This Solicitation opportunity from Government of Canada was posted on September 26, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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IRCC Client Experience Surveys

Closed

CIC-159546International

Submission Closed09/26/2025, 02:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 541910

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AI Contract Overview

The Government of Canada is seeking a contractor to conduct external client service evaluation surveys for Immigration, Refugees and Citizenship Canada over a period of 40 months. The primary objective is to measure client satisfaction across Passport, Immigration, and Citizenship Programs to ensure services are accessible, inclusive, and efficient. These surveys will utilize telephone and online methods to gather data on various service delivery channels, including Visa Application Centers, the Client Support Centre, and digital platforms, while also assessing the performance of partner organizations like Employment and Social Development Canada and Global Affairs Canada. The selected contractor will be responsible for three core functions: supporting survey methodology frameworks, administering the surveys, and performing the consolidation and basic analysis of the resulting data. This initiative aligns with the Treasury Board Policy on Service and Digital to foster a client-centric approach to program delivery. By identifying service gaps and understanding diverse client expectations, the department aims to improve the overall experience for individuals interacting with Canada's immigration and travel document services.

General Info

Contractor will conduct client service evaluation surveys for IRCC over 40 months.

Agency

Government of Canada → Department of Citizenship & Immigration

NAICS

541910 - Marketing Research and Public Opinion Polling

Place of Performance

*Canada, CAN

Set-Aside

NONE

Documents

No documents available

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Timeline

PhaseClosed

PostedSep 26

Solicitation

Response DeadlineSep 26

Deadline has passed

Submission Closed

09/26/2025, 02:00:00 PM UTC

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Organization & Contact Information

AgencyGovernment of Canada → Department of Citizenship & Immigration

Contacts1 person available

OfficeN/A

Organization / AgencyGovernment of Canada → Department of Citizenship & Immigration

Office AddressN/A

Contacts

Glauco SantosPoint of Contact

contact@example.gov

+1 (555) 000-0000

Full Description

Canada is seeking to establish a contract for external client service evaluation surveys for 40 months including all options. The Government of Canada emphasizes the importance of client-centric design and delivery of services and programs as required by the Treasury Board Policy on Service and Digital. Client satisfaction measurement assists IRCC to better understand the client experience as the Department reviews and makes improvements to the design and delivery of its services and programs, including accessibility, inclusion, timeliness, simplicity and other aspects. Immigration, Refugees and Citizenship Canada’s (IRCC) objective is to acquire the services of a Contractor to conduct external client satisfaction surveys through telephone and online surveys to help IRCC evaluate its Passport, Immigration, and Citizenship Programs. Passport Program Previous government studies have demonstrated that a best practice to improve service is to measure client satisfaction at regular intervals. The Passport Client Experience Surveys will help IRCC better understand the diverse client experiences and expectations related to regional and international travel document services, allowing the Program to be responsive and ensuring that clients receive innovative, reliable, efficient, accessible and secure services. Passport Client Experience Surveys will yield information to assess the performance of Employment and Social Development Canada (ESDC) and Global Affairs Canada (GAC) in providing services on behalf of IRCC, both directly at dedicated passport offices and through the receiving agent function at Service Canada centers and in missions abroad. Immigration and Citizenship Programs The Citizenship and Immigration Client Experience Survey will assist IRCC in measuring the performance of its key immigration and citizenship programs as it relates to client satisfaction of its services. It will provide insights into use of services, areas of improvement, as well as clients’ expectations related to services. This information supports the development and the monitoring and reporting required to assess progress against the Departmental client service strategies. The Citizenship and Immigration Client Experience Survey will also help to better understand diversity of service performance across IRCC key business lines. The survey generates information on specific service delivery channels, such as Visa Application Centers, the Client Support Centre, the IRCC website and social media. By collecting information of this scale, IRCC can better identify and respond to service delivery challenges while capitalizing on opportunities for growth – ensuring that clients receive the most effective services possible. The Contractor will exercise three main functions: supporting survey methodology frameworks, administering the surveys, and performing consolidation and basic analysis of the data from the surveys.