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You are entitled to your opinion. But you are not entitled to your own facts.
(Daniel Patrick Moynihan)

Document T042

Market Study Concerning Express Service, Mail Delivery, 1P1P Policy and Other Topics

Report presented to the Canadian Passport Office, July 1999

The Passport Office was considering the feasibility of modifying its product offering on three fronts: first, the adoption of the "one person one passport" (1p1p) principle whereby children could not be listed as an annex to their parent's passport but would possess their own passport; second, billing to the client of the postal return of the passport; and, third, express service within 24 or 48 hours.

In each case, the product change associates a benefit with a cost: more security from applying the 1p1p principle versus the cost of the additional passport; fewer formalities and a smaller time investment from the postal return versus the monetary cost of the return; fast turn around from the express service versus incremental costs. The full analysis of the market reaction to each product change involves more than the simple analysis of price sensitivity however. It must also include the reaction of clients as citizens and tax payers, in view of the monopoly enjoyed by the Passport Office.

This market study was designed to be used both as a product development tool and as a policy analysis tool. It is based on a solid telephone survey methodology (involving 1,400 individuals) presented in Chapter 2. The main results are provided in Chapter 3 for each new product of policy direction, in addition to information on the idea of a passport card. Additional results, presented in Chapter 4, deal with feedback on service and service expectations. This report focuses on product-specific results. Another report will present the results of multivariate analyses which provide valuable insights into the structure of client preferences with regard to a variety of product and service features.

142 pages, 711k [PDF format]


Document T043

A Multivariate Perspective on the Passport Office Market

Report presented to the Canadian Passport Office, July 1999

Following a Market Study Concerning Express Service, Mail Delivery, 1P1P Policy and Other Topics, Circum Network Inc. conducted a series of multivariate analyses

62 pages, 747k [PDF format]


Document T045

Public Consultation on Passport Policy and Procedure Changes

Report presented to the Canadian Passport Office, June 2000

The Canadian Passport Office was gearing to introduce various changes in its passport offering and in the process to obtain a passport. These changes aimed essentially at improving upon passport security while maintaining good value for money for the passport client. The contemplated changes were as follows:

This research analysed the reactions of Canadians to these proposals; it was conceived and implemented as a consultation of the general public on policy change and service improvement issues. A few peripheral issues related to communications were also investigated. Results are based on 1,554 interviews conducted by telephone by Echo Sondage in May 2000; the response rate was 54%.

168 pages, 668k [PDF format]


Document T046

Assessment of a new Passport Office call centre script

Report presented to the Canadian Passport Office, January 2001

The Canadian Passport Office handles approximately 1.5 million telephone calls per year, funnelled through the four locations of its call centre. These calls deal with a wide variety of client concerns, from basic information about the passport application process to very specific issues like the implications of child custody.

Upon getting in touch with the call centre, clients access an automated response system which is organized like a decision tree. Most usual information requests can be honoured through this mechanical system. For more complex requirements, clients can reach an agent who will provide personalized service.

Following discussions among a group of call centre managers and the establishment of expectations for call centre management by Treasury Board Secretariat, a new automated script was devised. It focusses on three improvements: a more focussed tree logic, shorter messages and more direct access to an agent.

Aware of the implications of this change (higher operational costs, longer waiting period to access an agent, etc.), the Passport Office wanted to document the impact of the automated script change on client satisfaction. This report presents the results of a research project aimed at determining how the change in the automated script affected the feeling of service quality perceived by calling clients. It is based on 800 telephone interviews of clients, organized in a pre-test, post-test strategy.

73 pages, 738k [PDF format]


Document T049

Public Consultation on Passport Policy and Procedure Changes, 2001

Report presented to the Canadian Passport Office, March 2001

The Canadian Passport Office was gearing to introduce various changes in its passport offering and in the process to obtain a passport. These changes aimed essentially at improving upon passport security while maintaining good value for money for the passport client. This report presents the results of a telephone survey implemented by Echo Sondage in February 2001. With 1,229 completed interview, the survey features a response rate of 60%. The issues and their treatment are similar to that found in the 2000 report by Circum Network Inc.

189 pages, 929k [PDF format]


Document T052

Assessment of the Increase in Passport Applications Expected from the 1P1P Policy

Report presented to the Canadian Passport Office, March 2001

In 2001, the Canadian Passport Office was considering the possibility of implementing the policy of requesting that each passport identify a single person — the 1P1P (one person, one passport) policy; this policy is in general use around the world. Up to then, Canadian parents could, at no cost, list their children under the age of 16 in their own passport.

This research report documents the reactions to the 1P1P policy from Canadian parents who took advantage of children listings in their passport. A telephone survey of 373 parents was conducted. The report also develops a model to estimate the increase in passport applications which would be likely to occur following the introduction of the 1P1P policy.

52 pages, 556k [PDF format]


Document T054

2001 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Canadian Passport Office, September 2001

This research was based on a telephone survey of clients. It included feedback from a representative sample of 1,074 clients chosen at random from the list of people who were delivered a passport over the three months prior to the survey. The data collection was performed by Écho Sondage from mid-July to early August 2001 and led to an overall response rate of 62%. The questionnaire generally conformed with the Common Measurement Tool model — the de facto standard for federal departments and agencies. Questions asked in previous Passport Office client feedback surveys were also considered. The report contains an executive summary.

333 pages, 1,108k [PDF format]


Document T063

2002 Canadian Passport Office Local Client Satisfaction Surveys

Report presented to the Canadian Passport Office, May 2002

This research was based on a self-administered survey of Canadian Passport Office clients. It included feedback from a sample of 6,903 clients who elected to respond to a short questionnaire inserted in the passport package. The questionnaire included the key satisfaction drivers identified in earlier research as well as room for comments. Respondents represented approximately 23% of the original sample which was made up of 1,000 forms randomly distributed by each of the Passport Office points of service between June 10 and August 30, 2002. Data collection was supervised by the Passport Office and was under the operational responsibility of the points of service.

30 pages, 151k [PDF format]


Document T064

2003 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Canadian Passport Office, September 2003

This research was based on a telephone survey of clients. It included feedback from a representative sample of 1,196 clients chosen at random from the list of people who were delivered a passport over the three months prior to the survey. The data collection was performed by Écho Sondage in June 2003 and led to an overall response rate of 57%. The questionnaire generally conformed with the Common Measurement Tool model — the de facto standard for federal departments and agencies. Questions asked in previous Passport Office client feedback surveys were also considered. The report contains an executive summary.

361 pages, 1,695k [PDF format]


Document T071

2004 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Passport Canada, September 2004

Passport Canada wanted to obtain a reproducible measurement of the satisfaction of its clients to track improvement and identify targets for amelioration. Circum Network developed a custom questionnaire based on the Common Measurements Tool and administered it over the telephone to a sample in excess of 1,300 recent clients. Analyses included the identification of client values, the assessment of client satisfaction and the ranking of priorities for service improvement.

372 pages, 2.4 Mb [PDF format]


Document T072

2005 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Passport Canada, July 2005

Passport Canada wanted to obtain a reproducible measurement of the satisfaction of its clients to track improvement and identify targets for amelioration. Circum Network developed a custom questionnaire based on the Common Measurements Tool and administered it over the telephone to a sample in excess of 1,400 recent clients. Analyses included the identification of client values, the assessment of client satisfaction and the ranking of priorities for service improvement.

392 pages, 2.2 Mb [PDF format]


To reach us:

General address : service@circum.com
Benoît Gauthier : gauthier@circum.com, @BGauthierCEEQ
Tel. : +1 819 775-2620, Fax : (no more fax; sorry)
238 Fleming Road, Cantley, Québec J8V 3B4