Organization's web page url
Note: This information was produced using AI analysis of the video presentation transcript and has not yet been reviewed and approved by the client or the consultant.
Summary
- The Canadian Passport Office is a special operating agency. It has 26 offices across the country, 550 employees, and an annual budget of about $50 million. A study conducted by Capelle Associates looked at the organization's structure to improve the passport production process.
The Issue:
What was the issue(s) that motivated the levels-based project?
- Need for Business-like Operations: The government's directive to special operating agencies, including the Passport Office, to operate in a more business-like manner.
- Outdated Procedures and Practices: Many procedures and practices were longstanding and unevolved, leading to inefficiencies.
- Isolation of Employees: Regional employees, especially those in remote locations, were isolated and not exposed to different working styles or methods.
- Variability in Management Styles: There was a wide range in management styles and engagement levels across different offices.
- Structural and Organizational Concerns: The organizational structure, particularly the roles of managers and supervisors, and the production process for passports needed review and improvement.
The Intervention:
What levels-based interventions were used in the project?
- Organizational Study: Conducted by Capelle Associates to review documents, conduct interviews, and perform a time span analysis.
- Redefinition of Roles: Clarifying and strengthening the roles of managers and directors.
- Elimination of Management Layers: Removing unnecessary layers of management between managers and workers.
- Transformation of Supervisor Roles: Changing supervisors into lead hand roles, rather than management.
- Process Improvement: Focusing on improving the passport production process.
- Communication and Engagement: Sharing study results organization-wide and holding a manager's conference to discuss roles and responsibilities.
- Accountability Framework: Implementing a framework for clear deliverables and responsibilities.
- Strategic Planning and Management Committee: Establishing a committee for strategic issues and developing a multi-year strategic plan.
Results:
What benefits resulted from the levels-based interventions
- Enhanced Managerial Roles: Managers had a clearer, more significant role with direct impact.
- Unambiguous Worker Direction: Workers received clearer instructions and direction.
- Strategic Focus for Directors: Directors were able to engage more in strategic initiatives.
- Improved Customer Service: The restructuring led to improved worker attitudes and service to customers.
- Balanced Service and Control: Achieved a better balance between providing service and maintaining control in passport issuance.
- Adaptable and Functional Roles: The supervisor's transition to a lead worker role facilitated more efficient office operations.
- Positive Organizational Change: Overall, the changes led to a more efficient, accountable, and adaptable organizational structure.
Project Information:
| Industrial sector | Types of organization | Governance | RO Stratum | Employees | Labour relations | Region | Country |
|---|---|---|---|---|---|---|---|
|
Government administration & services
|
It issues passports for Canada
|
Government
|
5
|
550 | Unionized |
North America
|
Canada
|
| Types of interventions | Specific functions targeted | Strata where RO interventions were used | Approximate Years |
|---|---|---|---|
|
Levels of work complexity,
Functional Alignment,
Alignment of positions
|
CEO & general management,
Operations or production
|
5,
4,
3,
2,
1
|
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Project Principals
