REVELATIONS
FROM SUPPOSEDLY “VERBAL”
By
Garry Breitkreuz, MP – February 13, 2002
March
7, 2001
– Filed
an Access to Information Request with the Department of Justice asking for
copies of the records, contract, reports and correspondence related to a recent
evaluation of the firearms program prepared by PricewaterhouseCoopers (PWC).
May 23, 2001
– Department of Justice sent a copy of the $75,169.25 contract dated April
13, 2000 but no report. Officials
advised Breitkreuz’s office that the PWC report wasn’t finished yet.
May 28, 2001
– Breitkreuz files complaint with Information Commissioner’s office.
September 24, 2001
– Filed another Access to Information Request with the Department of Justice
asking for copies of the reports and correspondence related to an evaluation of
the firearms program prepared by PricewaterhouseCoopers LLP under the terms of
April 13, 2000 contract (PWGSC File No. 494EU.19162-990135, Contract No.
19162-990135/001/EU).
December
3, 2001
– Department of Justice refuses to provide a copy of the PWC report because
officials claimed the report was “delivered verbally to management.”
December
10, 2001
– Filed another complaint with the Information Commissioner with a copy to the
Auditor General of Canada.
January
31, 2002
– Department of Justice finally sent a copy of the 58-page
PricewaterhouseCoopers report dated May 2000 and titled: “Canadian
Firearms Program – Update to an Efficiency Review Conducted in April 1999.”
They had to ask PricewaterhouseCoopers to send them a copy.
PAGE
000037
– “To the end of March 2000, only 9% of the expected volume received; of
those, only 60% had been processed through card production.”
PAGE
000038
– “However, in order to process the expected volume of applications, the
operation must move from a monthly production of 14,000 licences to 250,000
licences.”
PAGE
000040
– “The organization is more or less staffed to its physical capacity –
i.e. additional shifts/resources cannot be added to increase production.”
PAGE
000046
– “However, at the time of our review, there was a backlog of 70,000
unopened registration applications.”
PAGE
000047
– “backlogs* exist across most of the operation as result of: the
business model that results in too much work going to exception handling units,
organizational, system and jurisdictional constraints that still exist,
resulting in an excessive number of steps and handoffs involved in the flow of
work, current practices related to bulk approvals.
Currently at the CPS [Central Processing Site], bulk approval is
not used; all transactions are individuals reviewed prior to approval.”
PAGE
000048
– “The window of opportunity has passed – there have been no
appreciable changes to the workflow system to streamline processing, document
handling and storage processes have not changed and continue to impede
productivity.”
PAGE
000048
– “The organizational structure of the Program, while evolving, is still
in ‘project mode’ with management by committee – there is no single
position or function that ‘owns’ end-to-end responsibility for delivery and
performance.”
PAGE
000049
– “There are still no standards and incentives for overall program
performance – staff are unclear with respect to expectations and performance
metrics. Many performance improvements identified as a result of the
last review will not be achieved until implementation of Release 4 (in September
2000)”
PAGE
000049
– “Operational capacity does not exist to meet anticipated demand and is
no longer possible for the CFP [Canadian Firearms Program] operations to
meet anticipated demands within existing structures and processes.”
PAGE
000050
– “Across-the-board changes are required to position the program for the
anticipated work. Significant
productivity gains cannot be realized by adding staff to the current operation. The program is in a significant risk in terms of its ability
to successfully manage through the next fiscal year and beyond without
significantly (and negatively) impacting client services.”
PAGE
000053
– “On a day-to-day basis, the system and processes do not provide
managers with the information required to effectively predict and manage the
work. For example, in the past,
events have occurred without advance warning such as the appearance of several
thousand FIP [Firearms Interest Police] hits on the CFO [Chief
Firearms Officer] queues.”
PAGE
000054
– “Success is contingent on ‘bulk’ approval of applications and it is
not working.”
PAGE
000055
– “Avoidable work is caused by the lack of front end ‘triage’ or
screening processes.”
PAGE
000055
– “Records management and paper-based work flow impede productivity.”
PAGE
000056
– “The operation has insufficient capacity to process licences.”
PAGE
000059
– “The ‘end-state’ operating model is not yet clear.”
PAGE
000062
– “There does not appear to be end to end ownership of the entire
business operation.”
PAGE
000063
– “There are no agreed to performance standards or service level agreements. Staff are not aware of performance expectations and therefore
do not know how they are performing. This
is de-motivating and makes reward and recognition difficult.”
PAGE
000066
– “The content and timing of Release 4 is a major risk.
The impact of the implementation of Release 3 is well documented.
The operation almost stopped dead in its tracks for a period of weeks
while problem tickets were resolved, workarounds were developed and unforeseen
impact on performance dealt with.”
PAGE
000071
– “The new CEO has established a common vision, instilled a sense of
urgency and established a clear Program delivery objective: to have all
permanent licences issued by June 30/01.”
On
April 15, 2000,
the Edmonton Journal reported: “But Flumian said she will not ask for an
extension of the deadline. She is
confident of full compliance by year’s end.” Edmonton Journal, “Hockey
playoff ads will push gun licences: Lack of compliance rooted in ignorance of
rules – new chief” Page A6.
On
August 30, 2000,
the Edmonton Journal reported: “There’s pretty much no way that things
will get off the ground according to the current timeline,” CPA President
Grant Obst said Tuesday. “That’s going to be impossible.
It just can’t happen logistically, although the minister of justice
(Anne McLellan) seems to be the only one who thinks the deadlines can be met,”
Obst said.” Edmonton Journal,
“Firearms licence deadline can’t be met, police say.” Page A6.
On
January 31, 2002,
the New Brunswick Telegraph Journal reported: “The Canadian Firearms Centre
will meet its target of registering the bulk of firearms Canada by January 1, a
spokesperson said Wednesday.” The
New Brunswick Telegraph Journal, “Official confident firearms centre will
meet target.” Page A10, January 31, 2002