The passport office continually fails to meet its own service standards despite doubling the number of employees, says a Service Canada briefing note. Management blamed mysterious “system outages.”

“Service Canada continued to experience system outages that impacted the intake, processing and print systems,” said the December 12 note Passport Service Delivery Update. “These outages had negative effects on the overall program and impacted performance which resulted in fewer passports being issued to clients.”

Management did not elaborate. Service Canada said it was attempting to “fix network and system issues.” The problem was completely separate from delays in mailing 215,000 passports due to a 28-day strike at the post office that ended December 13, it said.

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