RCMP regulatory improvement priorities and metrics
Improvement priorities identified by the RCMP Canadian Firearms Program (CFP) as a result of stakeholder consultations are:
- Enhance Business, Individual, and Public Agent Web Services;
- Online Canadian Firearms Safety Training Reporting Services; and
- Realignment of Decentralized Services.
1. Enhance Business, Individual, and Public Agent Web Services
This initiative introduces a functionality that allows individuals to renew their firearms licence online. It will significantly reduce the processing time for the organization, increase service delivery to clients, and enhance the existing functionality of the CFP's Web Services Portal utilized by businesses, individuals, and public agents. The Online Licence Renewal service is accessible via the CFP's main web page.
Improvements include:
- Reduction of paper submissions;
- A 24/7 submission channel;
- Elimination of postage costs for clients;
- Elimination of mail and data entry processing by the CFP;
- Reduced processing times by 50% for the majority of applications; and
- Front end edit rules to eliminate application errors.
Metrics for evaluating implementation:
- Percentage of paper applications versus online licence renewal applications received.
Implementation status:
The enhancements to the CFP web services project have been implemented and metrics are being gathered to monitor and report on improvements. Clients have had the option to renew their firearms licence online, using the web services portal since September 2014. In February 2017, nearly 60% of all licence renewal applications were submitted using the web services portal, with over 40% of clients taking advantage of this secure service available 24 hours a day, 7 days a week. The online service has shortened processing times for licence renewal. This is due in part to front-end edit rules that eliminated errors and omissions on applications. The corresponding reduction in processing allowed the CFP to re-deploy staff to priority service areas.
2. Online Canadian Firearms Safety Training Course Reporting Services
The CFP is planning to develop a website to host Firearms Safety Training Course Reports. Instructors who administer the Canadian Firearms Safety Course will submit Student Safety Training Course Reports results electronically.
Improvements include:
- A standardized electronic reporting method;
- The elimination of postage fees; and
- Reduced processing time.
Metrics for evaluating implementation:
- Percentage of paper Firearms Safety Training Reports versus online Firearms Safety Training Reports received.
Implementation status:
Online Canadian Firearms Safety Training Reporting Services remains an important objective for the CFP. However, other operational priorities and contingencies have resulted in delays to project implementation. A new timeline for this project is currently being developed and implementation is expected by October 2018.
3. Realignment of Decentralized Services
The CFP has recently re-engineered its business process model by centralizing certain services (e.g., the issuance of authorizations to transport) offered by Chief Firearms Officers. This centralization of services has resulted in increased efficiencies in process and enhancements to client service.
Improvements include:
- Clients are able to obtain consistent, prompt services from a centralized source as opposed to the previous decentralized process model.
Metrics for evaluating implementation:
- Increased consistency and timeliness through centralized services.
Implementation status:
As a result of an organizational and operational review, several business activities previously performed by federally-appointed Chief Firearms Officers in the regions were centralized at the CFP's central processing site in Miramichi, New Brunswick. This has resulted in process efficiencies due to economies of scale, as well as improved client service vis-à-vis CFP service standards. Performance results have been reported for the CFP Service Standards in 2015-16.
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