2004 GOL Departmental Public Report

I. Departmental GOL Strategy - Overview Information

Canadian Firearms Program

The Canada Firearms Centre (CAFC), which forms part of the Public Safety and Emergency Preparedness portfolio, is one of the key contributors to the government’s goal of enhancing security for Canadians. The objective of the Program is to keep firearms from those who should not have them while encouraging safe and responsible firearm use by legitimate firearms owners. Through firearms control measures, such as screening and licensing of gun owners, registration and tracking of firearms, and safety training, the Program aims to prevent firearm crime while reducing the number of firearms-related deaths, accidents and threats.

Web Site Renewal Project

In support of the Program objective efforts are currently focused on the renewal of the existing Web site. The purpose of the CAFC Web site is to act as a gateway to electronic services and to provide accurate, timely, accessible information on all facets of the organization, the Firearms Act and its compliance activities. The desired results of this initiative are to increase the use of the Web site to provide an improved level of service delivery to clients and to promote compliance. In turn increased use of the Web site reduces printing and distribution costs and improves processing time for applications.

The Department’s Overall GOL Vision & Strategy

The CAFC’s vision is to provide relevant, timely and accessible client services and information via an electronic channel in response to individual, business, law enforcement and partner needs regarding firearms control in Canada.

The strategy is to provide up-to-date on-line Program information and transactional services to our client base. As a priority, these on-line services will enable Canadian businesses and individuals to efficiently perform transactions using a secure, reliable system. Furthermore we are committed to maintaining security and privacy of the data in the Canadian Firearms Information System provided by businesses and individuals.

This strategy is in line with the CAFC commitment to on-going improvement and innovation in order to achieve the highest levels of service, regardless of the delivery channel, compliance, efficiency and overall effectiveness.

The CAFC is dedicated to meeting the GOL needs of its clients, and to this end, client consultation has been an important element in deciding electronic services to be offered. Feedback in the form of correspondence and telephone calls has provided input and helped determine priorities. Additionally, the department’s Continuous Improvement Plan identifies client service initiatives such as published client service standards and improved electronic service offerings.

GOL Contact(s) information: (May or may not be GOL lead)

II. GOL Services Reporting

Name of Service

Canadian Firearms Program

Description of the Service

The Canadian Firearms Program provides administrative and enforcement support to all partners involved in the licensing of firearm owners and users, registration of all firearms, and the issuance of authorizations for restricted and prohibited firearms. This service also provides police with vital information to assist in criminal investigations and helps to reduce the risk of firearms-related death and injury. To date, more than 6.9 million firearms are registered and almost two million firearm owners have obtained a licence.

Distribution of Unique Clients

Canadians:	Primary	Secondary
General Public
Adults (working age)
Seniors
Students
Immigrants
Aboriginal Peoples
Veterans
Travelers (Canadians and Permanent Residents)
Urban Communities
Rural and Remote Communities
Businesses:	Primary	Secondary
Employers
Exporters
Non-Canadians:	Primary	Secondary
Foreign Visitors to Canada
Governments:	Primary	Secondary
Federal Department/Agencies - GoC
Provincial/Territorial Governments
Municipal Governments
Foreign Governments

Major Service Elements Currently On-line

The major service elements for secure on-line services to Canadians are:

• On-line Application for Registration of Firearms: for completion and submission of firearms registration applications. This service helps our clients comply with the registration requirements. Sub-components include client authorization and authentication, data entry, edit and validation, as well as submission confirmation and status inquiry. This service makes the registration of firearms easy and widely available to Canadians, at highest service standards possible;

• On-line Information Change for Licensed Individuals: review and submission of updates to personal information (i.e. residence and/or mailing addresses). Sub-components include client authorization and authentication, data entry, edit and validation, as well as submission confirmation;

• On-line Application for Transfer of Firearms: for submission and approval of transfers of non-restricted firearms from an individual to a business, business to individual or business to business. This service compliments the registration service and enhances services to individuals and businesses. Sub-components include client authorization and authentication, data entry, edit and validation, as well as submission confirmation and status inquiry.

• Status Query for License & Registration Applications: for the verification of the current status of a licence or registration application sent in by a client.

URL for Service

http://www.cfc-cafc.gc.ca

Primary Gateways & Clusters through which the service can be found.

Canadians	Primary	Secondary	Potential
Justice and the Law
Public Safety
Canadian Business	Primary	Secondary	Potential
E-Business
Regulations
Non-Canadians	Primary	Secondary	Potential
Doing Business with Canada

III. Client Benefits, Satisfaction, Awareness and Take-up of On-line Services

Benefits to clients of on-line delivery

• Easier access available 24 hours a day 7 days a week
• Due to front line edits within the e-channel software, the administrative errors (missing mandatory fields etc.) as received on paper application are eliminated.
• Simplified interactions with government - E-channel application inquiries have decreased the number of inquires being handled by the Program’s Call Centre personnel. As a result of fewer calls, clients who continue to use the Call Centre also receive a more effective service.

Client satisfaction, where available, with the on-line version of the service

• No formal survey has been done to measure the client satisfaction with the service however, a larger than anticipated number of clients are using the on-line services.
• Feedback in the form of correspondence and telephone calls from clients has provided input and helped determine priorities

Take-up of on-line service

Impact over 2004

• Via the E-channel services, clients were able to submit/receive information/documents more quickly than by using other channels such as mail or phone. This led to increased client satisfaction and further encouraged clients to provide up-to-date information regarding firearms.

Target for future

• Expectations are that there will be an increase in E-channel activity leading to increased numbers of transactions processed in a given timeframe. In addition, personnel responding to requests from the other channels will have more time to provide quality information to clients.
• To introduce additional E-channel services such as the on-line submission of applications for Gun Shows, Public Agent firearm reporting, Authorizations to Transport, the expansion of the existing Transfer of Firearm functionality (individual to individual) and Firearm Verification Reporting.
• To introduce E-channel services to support additional Import and Export legislative requirements for firearms, when brought into force, and partnering with Canada Border Services Agency and International Trade Canada to facilitate this requirement.