A summer of last-minute passports from a government that was too slow in spring

Amonth ago, the strategy to beat down Canada’s passport backlog was to get people to apply in-person, rather than by mail. Now workers at big-city passport offices triage the people standing in the long lines outside, sending those travelling in the next 48 hours on, and giving others tickets to come back another time.

The minister responsible for the passport offices, Karina Gould, has started to tell Canadians that she is angry about it, too, or something like that: She calls the situation “totally unacceptable,” and insists more will be done.

But what Ms. Gould really needs is a time machine and a bullhorn, so she can go back four months to March to wake up the slumbering government machine.

That was when the uptick in passport applications was becoming visible. The alarm bells didn’t get sounded loudly enough, quickly enough. In April, the government announced it was hiring 600 staff, but it was too little. And now that more resources are being poured in, it’s too late – or at least too late to avert a summer logjam that has made travellers livid.

“We anticipated a surge, but we didn’t anticipate just how large it would be,” Ms. Gould, the Minister of Families, Children and Social Development, said in an interview with The Globe and Mail.

She said she accepts that people think the government should have seen the problem sooner, but it wasn’t easy to predict. “It doesn’t justify it by any means, because we need to do better and we’re going to do better.”

Perhaps hindsight is 20/20. But the government wasn’t just slow to see the tsunami coming, but slow to react. One problem, as the backlog mounted, was that federal public-health rules kept COVID-19 capacity limits in place at passport offices, with 40 per cent of wickets closed, till May, two months after restrictions were lifted for stores in Ontario, for example.

And more broadly, the federal government was slow to get a grip on reopening. The bureaucracy that delivered CERB cheques in a few weeks in 2020 didn’t spring into action to meet travel-surge challenges in 2022. Justin Trudeau’s Liberal government didn’t put the government on alert for reopening. The passport debacle is one embarrassing result.

The government notes that people are getting their passports. But it is often at the last minute, the day before they fly. The government is leasing space next to passport offices for waiting, or sometimes putting up tents, Ms. Gould said. “This is not the solution. This is just in the interim,” she added. How did this happen?

In the first wave of the pandemic in 2020, demand for passports pretty much halted. Passport offices were closed. The number of employees shrank. When people started applying again, the numbers rose gradually. Then there was a surge. The immigration department’s forecasts of passport demand for 2022 were low, but revised dramatically upward in January, and again in the spring.

When applications started to pour in March, and pile up in April, there was another problem. In the pandemic, most people hard started mailing applications. But a quarter of them arrived with errors such as missing documents or blank boxes, so they took longer to process. The backlog mounted.

So officials encouraged people to apply in-person instead. And then the lines at offices grew. It wasn’t just new applicants showing up in person, but folks who had mailed in applications, and were getting nervous that their mailed application hadn’t been processed.

“The Easter long weekend was a worrying long weekend for me, because there was a big rush for people who wanted to travel,” Ms. Gould said. “And I would say that in mid-May we really realized we needed to ramp up in a much bigger way than we had been because the number of applications that kept coming in were much greater than the processing capacity.”

There was hiring – 600 in the spring, 600 being hired now and 600 to be seconded from other government jobs. Some get only part of the 12- to 15-week training so they can quickly do one part of the job. Workers were reorganized.

But the backlog of roughly half a million applications isn’t shrinking yet, and it’s a scramble. The government was slow to hit the panic button months ago.

And now Ms. Gould forecasts that things will be back to a “steady state” by the end of summer, when most Cana

dians’ vacations are over.