I just renewed my Canadian passport.  Service Canada is the agency handling the passport renewals process on behalf of Immigrations, Refugees and Citizenship Canada.

On Sept 11th I downloaded the application, filled it in including confirming with my two references they were okay with me using their name and addresses.  Next day I got my photos.

Instead of mailing the application I decided to present it in person, so made an appointment using the online interface.  The first available appointment at a location acceptable to me was Oct 15th, over a month but I was not in a hurry.

Setting Exceptions/ Creating Confusion/ Results

The standard for delivering a passport renewal is listed on Service Canada website as 10 business days.

I arrived for my appointment, was checked in immediately, that is I avoided a line which was obviously well over an hour long just to get checked in.  That was good.

At check-in I was told the renewal passport would arrive on about Nov 20, well over the 10 business days and I was sent to the waiting area to await my name being called submit for processing and payment.  It would be about an hour she said.

Surprise, my wait was  only 10 minutes and the total time to submit the application only 20 minutes (which is what I expected given I had an appointment).

Surprise again, renewed passport arrived Oct 28th by express post, the tenth business day after application.

Under Commit Over-perform

Overall this was a bizarre and inexplicable experience.

Initial expectations were set as ten business days and 15 to 20 minute appointment.

At time of actual in person application the expectations were reset, 20 business days and 1 hour appointment.

The initial expectations were met so why the change?  What a lack of confidence was demonstrated here.

More to come

Today post explored service levels but tomorrow I will post some questions about the process itself and its underlying inefficiencies.