Canada Border Services Agency

Overall performanceFootnote 1

The Canada Border Services Agency (CBSA) showed a similar performance as the previous year, despite a substantial increase of 43.5% in the number of requests received. This report provides comparative statistics for the last three periods (2012-2015).

Workload

In 2013-2014, CBSA received 4,671 requests compared to 6,705Footnote 2 in 2014-2015, which represents an increase of 43.5%. The 6,705 requests received by the department represented 9.8% of total requests received across government in 2014-2015. The majority of requests (74.6%) received by CBSA were from the public, followed by the business sector (20.5%).

CBSA completed 6,802 requests during this reporting period. The completion rateFootnote 3 was 86.2%, which is slightly higher that the government-wide rate, which was 85.1%. In 2013-2014, the completion rate for CBSA was 77.6%. They also received 450 informal requests in 2014-2015 and 89.8% of these were completed within 30 days. The number of consultations received by CBSA from other federal government institutions increased from 282 to 291, representing an increase of 3.2% compared to 2013-2014.

In 2014-2015, 442,779 pages were processed in comparison to 386,072 pages in 2013-2014. This represents a 14.7% increase in the number of pages processed. Table 1 shows that the average number of pages processed per request has decreased over the past three years from 112 pages in 2012-2013 to 69 pages in 2014-2015.

The information released by CBSA was mostly in paper format: 4,924 requests in paper format compared to 1,041 requests in electronic format. The number of requests released in paper format was 2,941 in 2013-2014.Footnote 4

Table 1. Workload

Measures 2012-2013 2013-2014 2014-2015
Number of requests received 3,147 4,671 6,705
Annual change (%) - 48.4% 43.5%
Completed requests 2,891 4,079 6,802
Annual change (%) - 41.1% 66.8%
Number of consultations received (from other government institutions) 366 282 291
Annual change (%) - -23.0% 3.2%
Average number of pages processed per request completed 112 101 69
% of requests for which more than 1,000 pages were processed 2.3% 1.9% 1.1%

Request completion time

Timeliness

Figure 1 reveals that 75.9% of requests were completed in 30 days or less, which is similar to the result observed in 2013-2014 (76.9%).

Figure 1: Request Completion Time

Figure 1: Request Completion Time

Text version

Figure 1 is a bar chart with vertical bars, representing the completion time by CBSA during each reporting period between 2012-2013 and 2014-2015. The results are as follows:

Completion time 2012-2013 2013-2014 2014-2015
30 days or less 70.67% 76.86% 75.86%
31-60 days 18.06% 13.12% 18.05%
61-120 days 6.71% 5.03% 3.16%
121-180 days 1.90% 1.59% 0.75%
181-365 days 1.73% 2.16% 0.75%
More than 365 days 0.93% 1.25% 1.43%
 

Extensions

CBSA took a total of 445 extensions in 2014-2015 compared to 467 in 2013-2014. The most common reason for taking an extension was consultations (53.3%), followed by interference with operations (44.7%), and third-party notice (2.0%).

Figure 2 shows that 45.8% of the extensions taken in 2014-2015 were for 30 days or less. Also, the number of extensions between 31 and 60 days decreased from 32.5% in 2013-2014 to 25.2% in 2014-2015. A similar decrease was observed for extensions from 61 to 120 days. However, we note an increase in the percentage of requests extended beyond 121 days (15.7% in 2014-2015 compared to 7.5% in 2013-2014).

Figure 2: Length of Extensions

Figure 2: Length of Extensions

Text version

Figure 2 is a bar chart with vertical bars, representing the length of extensions taken by CBSA during each reporting period between 2012-2013 and 2014-2015. The results are as follows:

Length of extensions 2012-2013 2013-2014 2014-2015
30 days or less 53.68% 41.54% 45.84%
31-60 days 25.98% 32.55% 25.17%
61-120 days 17.16% 18.42% 13.26%
121-180 days 2.45% 6.21% 9.44%
181-365 days 0.25% 1.07% 4.94%
More than 365 days 0.49% 0.21% 1.35%
 

Deemed refusals

In 2014-2015, the number of requests closed past the statutory deadline was 441, which accounts for 6.5% of completed requests. This rate represents a “B” grade.Footnote 5 The main reason for not meeting the statutory deadline was workload (86.6%). Figure 3 shows that 42.6% of overdue requests were late by 15 days or less and that 51.5% of requests were late by 30 days or less. This is similar to the last period’s results.

Figure 3: Lateness of Overdue Requests

Figure 3: Lateness of Overdue Requests

Text version

Figure 3 is a bar chart with vertical bars, representing the completion time by CBSA during each reporting period between 2012-2013 and 2014-2015. The results are as follows:

Number of days 2014-2015
1 to 15 days 42.63%
16 to 30 days 8.84%
31 to 60 days 7.71%
61 to 120 days 9.98%
121 to 180 days 5.90%
181 to 365 days 6.12%
More than 365 days 18.82%
Total 100.0%
 

Disclosure

Percentage of requests for which information was disclosed

In 2014-2015, 59.8% of requests completed (6,802) were entirely disclosed, which is the highest disclosure rate since 2012 (see Figure 4). The rate for partially disclosed requests was 27.9% in 2014-2015, which is a decrease of 8.9% from the previous period.

Figure 4: Level of Disclosure

Figure 4: Level of Disclosure

Text version

Figure 4 is a bar-chart with vertical bars, representing the entirely disclosed and disclosed in part requests as proportion of total requests completed by CBSA during each reporting period between 2012–2013 and 2014-2015. The results are as follows:

Disclosure 2012-2013 2013-2014 2014-2015
All disclosed 44.97% 54.60% 59.84%
Disclosed in part 34.83% 36.78% 27.87%
 

Exemptions

The average number of exemptions used per completed request decreased in 2014-2015 from 1.05 in 2013-2014 to 0.75 in 2014-2015 (see Table 2). The most used exemptions for this reporting period were section 16 (Law Enforcement and Investigations) (36.6%), section 19 (Personal Information) (29.2%), and section 15 (International Affairs and Defence) (12.2%).

Table 2: Exemptions

Exemptions 2012-2013 2013-2014 2014-2015
Total number of exemptions 2,983 4,298 5,121
Total number of completed requests 2,891 4,079 6,802
Average number of exemptions per completed request 1.03 1.05 0.75

Complaints at the OIC

The number of complaints receivedFootnote 6 against CBSA was 78 in 2014-2015 compared to 106 in the previous period. A substantial decrease is observed in the proportion of administrative complaints, which dropped from 46.2% in 2013-2014 to 28.2% in the current reporting period. In 2014-2015, 20 complaints were well-founded resolved, 9 were discontinued and 17 were pending resolution.

Footnotes

Footnote 1

Overall performance is based on two primary indicators: % of requests completed within 30 days, % of requests that were fully disclosed.

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Footnote 2

According to CBSA’s annual report on the administration of the Act, 60.4% of all requests came from individuals seeking their Traveller History Report.

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Footnote 3

The completion rate was calculated using the number of received requests during the reporting period as well as outstanding requests from the previous period. The completion rate differs from the one reported by CBSA as they used the number of requests received in 2014-2015 only.

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Footnote 4

The Annual Report on the Administration of the Act states that, although the electronic delivery of records represents only 17.5% of release packages, they account for 86.3% of all pages disclosed.

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Footnote 5

The 2007-2008 OIC report card grading system was used to estimate the grade A= 0 to 5%; B= 5 to 10%; C=10 to 15%, D= 15 to 20%, F=20% and more.

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Footnote 6

The numbers reported in this section are based on the OIC’s statistics. The information may not reflect the statistics reported by institutions due to the discrepancies in the methodology used.

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