A troubling picture is emerging of Canada’s federal public service: despite massive growth, satisfaction with the services provided to businesses is shockingly low. A recent study reveals a disconnect between the expanding bureaucracy and its ability to effectively serve those who rely on it.
The study focused on interactions between small and medium-sized enterprises (SMEs) and five key federal departments – Statistics Canada, the Canada Border Services Agency, the Canada Revenue Agency, Immigration, Refugees and Citizenship Canada, and Employment and Social Development Canada. The findings paint a consistent, and concerning, trend.
Over the last decade, the federal public service has swelled by 36%, significantly outpacing both population growth and job creation in the private sector. Yet, a mere 16% of SMEs report receiving *good* service from these departments. This raises a critical question: where is the return on investment for taxpayers?
The numbers are stark. Canada’s population increased by 16% between 2015 and 2025, climbing from 35.6 million to over 41.6 million. Simultaneously, the federal public service ballooned from 257,034 employees to nearly 358,000 – a 40% increase. This dramatic expansion hasn’t translated into improved service.
The Canada Revenue Agency (CRA) received particularly poor marks, with only 18% of businesses reporting good service and a mere 15% finding the service timely. Statistics Canada fared only slightly better, with 16% reporting good service and 17% praising response times.
The Canada Border Services Agency (CBSA) saw 16% positive service ratings, with only 12% deeming the service timely. Employment and Social Development Canada (ESDC) received a “good” rating from 18% of businesses, and a “timely” rating from 15%.
At the bottom of the list sits Immigration, Refugees and Citizenship Canada (IRCC). A dismal 10% of businesses reported good service, and a mere 9% found the service to be timely. These figures suggest a systemic issue within the department.
Each of the five departments examined has experienced substantial growth. The CRA, for example, increased its workforce from 41,256 in 2013 to over 51,000 last year. Employment and Social Development Canada saw an even more dramatic rise, nearly doubling in size from 20,046 to 39,089 employees.
Perhaps most strikingly, employee rolls at IRCC have nearly tripled since 2013, jumping from 4,850 to 13,092. This massive expansion has not, however, resulted in a corresponding improvement in service delivery, leaving businesses frustrated and underserved.
The core issue, according to observers, is a lack of focus on results. Despite the significant financial investment in the public service, there’s little evidence of a clear payoff in terms of efficiency or customer satisfaction. A leaner, more responsive bureaucracy is urgently needed.
The message is clear: small businesses deserve better. They expect a public sector that is efficient, effective, and focused on delivering timely, high-quality service. A fundamental shift in priorities is required to address this growing crisis.
