A troubling picture is emerging of Canada’s federal public service: despite massive growth, satisfaction with government services is shockingly low. A recent study reveals a disconnect between the expanding bureaucracy and the quality of service delivered to the businesses that rely on it.
The findings center on the experiences of small and medium-sized enterprises (SMEs) when interacting with 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 results paint a consistent, and concerning, pattern.
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. Only 18% of businesses interacting with the Canada Revenue Agency described the service as good, and a dismal 15% found it timely. Statistics Canada fared only slightly better, with 16% reporting good service and 17% praising response times.
The Canada Border Services Agency received positive feedback from just 16% of those who engaged with it, and only 12% considered the service timely. Employment and Social Development Canada managed an 18% “good” rating, with 15% finding it prompt.
However, the lowest marks went to Immigration, Refugees and Citizenship Canada. A mere 10% of businesses reported a good experience, and a staggering 9% felt the service was delivered in a timely manner. This suggests a significant bottleneck in a crucial area of government function.
The growth within these departments has been substantial. The Canada Revenue Agency, for example, has increased its workforce from 41,256 in 2013 to over 51,000 last year. Employment and Social Development Canada has more than doubled, jumping from 20,046 to 39,089 employees in the same period.
Perhaps most dramatically, employee numbers at Immigration, Refugees and Citizenship Canada have nearly tripled since 2013, soaring from 4,850 to 13,092. This rapid expansion hasn’t translated into improved service, fueling concerns about efficiency and effectiveness.
The core issue, according to observers, is a lack of focus on results. Despite the significant financial investment in the public service, the promised improvements in service delivery haven’t materialized. A leaner, more responsive bureaucracy is urgently needed.
The message is clear: Canadian businesses deserve better. They expect a public sector that prioritizes efficiency, responsiveness, and ultimately, delivers on its promises. The current trajectory suggests a fundamental re-evaluation of priorities is essential.
