In a jaw-dropping revelation that’s sending shockwaves through Canada’s public sector, a recent survey has exposed the Canada Border Services Agency (CBSA) and the Canadian Security Intelligence Service (CSIS) as the least desirable workplaces in the federal government.
The 2024 Public Service Employee Survey, a comprehensive assessment of federal employees’ workplace satisfaction, has laid bare the grim reality for workers at these agencies, painting a troubling picture of low morale, poor work-life balance, and a lack of recognition.
With employee dissatisfaction at an all-time high, this exposé dives deep into the survey’s findings, the underlying issues plaguing these agencies, and what it means for Canada’s public service.
Buckle up—this is a story you won’t want to miss.
Table of Contents
Survey Unveils a Troubling Reality for CBSA and CSIS Employees
The 2024 Public Service Employee Survey, conducted between October 28 and December 31, 2024, by Statistics Canada in collaboration with the Treasury Board of Canada Secretariat, polled over 186,000 employees across 93 federal departments and agencies.
With a robust response rate of 50.5%, the survey asked public servants a series of questions about their workplace experiences, including leadership quality, compensation, well-being, and whether they would recommend their department as a “great place to work.”
The results were stark.
Only 46% of CBSA employees and 48% of CSIS employees gave their workplaces a thumbs-up, tying CBSA with Indian Oil and Gas Canada for the dubious honor of being the worst places to work in the federal government.
The Office of the Auditor-General of Canada trailed closely behind at 49%. In contrast, the federal public service as a whole saw 67% of employees endorsing their workplaces, highlighting a significant gap in satisfaction at these agencies.
Why CBSA Employees Are Fed Up
For those working at the Canada Border Services Agency, the survey results are a glaring red flag.
Employees reported lower-than-average satisfaction in critical areas like work-life balance, job satisfaction, and recognition for their efforts.
The CBSA, responsible for securing Canada’s borders and facilitating trade and travel, is a high-pressure environment where front-line workers face intense scrutiny and demanding conditions.
Yet, the survey suggests that these workers feel undervalued and overworked.
Mark Weber, national president of the Customs and Immigration Union, wasn’t surprised by the findings.
In an exclusive interview, he told reporters, “The CBSA consistently ranks at the bottom. Our members are frustrated, and morale is in the gutter.”
Weber pointed to several systemic issues contributing to the agency’s poor showing.
For one, the CBSA is notorious for its heavy-handed approach to discipline, often spending thousands to fight grievances that could be settled for less.
“It’s demoralizing,” Weber said. “Our members feel like they’re constantly under the microscope.”
Adding fuel to the fire is the agency’s recent return-to-office mandate, which has sparked resentment among employees who value the flexibility of remote work.
Front-line workers, meanwhile, are grappling with the increased use of automation at border crossings, which many fear could threaten job security.
To top it off, Weber highlighted chronic understaffing, noting that the CBSA is stretched thin on officers while management ranks continue to swell.
“The agency is bloated at the top, but we’re short on the ground where it matters,” he said.
Jacqueline Roby, a CBSA spokesperson, acknowledged the challenges but emphasized the agency’s commitment to improving the workplace.
“We care deeply about our employees’ well-being and are dedicated to fostering a safe, harassment-free environment,” she said in a statement.
However, for many CBSA workers, these assurances ring hollow as long-standing issues remain unaddressed.
CSIS: A Culture of Pride, but Low Morale
The Canadian Security Intelligence Service, Canada’s spy agency, didn’t fare much better in the survey.
While CSIS employees reported slightly above-average pride in their work (84% compared to the public service average), only 48% would recommend the agency as a great place to work.
This disconnect suggests that while employees value the mission-driven nature of their roles, the day-to-day workplace experience leaves much to be desired.
The Union of Safety and Justice Employees, which represents CSIS workers, pointed to a pervasive sense of inequity as a key driver of dissatisfaction.
Union members feel they’re treated less favorably than non-unionized colleagues, and delays in implementing the 2022 collective agreement have only deepened the frustration.
“Morale at CSIS is consistently low,” the union said in a statement.
“Our members are proud of their work, but they’re not feeling supported or valued.”
Eric Balsam, a CSIS spokesperson, responded by affirming the agency’s commitment to its workforce.
“We take employee feedback seriously and are actively reviewing the survey results to identify areas for improvement,” he said.
CSIS is reportedly working on initiatives to boost employee support, but whether these efforts will translate into meaningful change remains to be seen.
Bright Spots in the Federal Public Service
While CBSA and CSIS languish at the bottom, other federal organizations are shining examples of workplace excellence.
The RCMP External Review Committee and the Office of the Commissioner of Lobbying of Canada achieved a perfect score, with 100% of surveyed employees recommending their workplaces.
Invest in Canada and the Office of the Commissioner for Federal Judicial Affairs Canada also performed exceptionally, with over 90% of employees giving positive endorsements.
These high-performing agencies demonstrate that a supportive, well-managed workplace is achievable within the federal government.
Their success raises the question: what can CBSA and CSIS learn from these top-ranked organizations to turn the tide on employee dissatisfaction?
The Bigger Picture: Why This Matters
The dismal rankings of CBSA and CSIS aren’t just a workplace issue—they have broader implications for Canada’s security and public service delivery.
The CBSA plays a critical role in protecting Canada’s borders, facilitating trade, and combating smuggling and human trafficking.
Low morale and understaffing could compromise the agency’s ability to perform these vital functions effectively.
Similarly, CSIS is tasked with safeguarding national security, a mission that demands a motivated and engaged workforce.
If employees feel unsupported, the agency’s ability to attract and retain top talent could be at risk, potentially weakening Canada’s intelligence capabilities.
Moreover, the survey results highlight a broader challenge within the federal public service: addressing systemic issues like workplace culture, management practices, and employee well-being.
As Canada navigates an increasingly complex global landscape, ensuring that public servants are supported and empowered is more critical than ever.
What’s Next for CBSA and CSIS?
Both CBSA and CSIS have pledged to take the survey results seriously, but turning around employee sentiment will require more than promises.
For CBSA, addressing understaffing, rethinking disciplinary practices, and engaging with unions on issues like automation and return-to-office policies will be key.
CSIS, meanwhile, must tackle perceptions of inequity and expedite the implementation of collective agreements to rebuild trust with its workforce.
The 2024 Public Service Employee Survey serves as a wake-up call for these agencies and the federal government as a whole.
With only 46-48% of employees at CBSA and CSIS recommending their workplaces, the path to improvement is steep but necessary.
As Weber put it, “Things don’t really seem to change, but they need to. Our members deserve better.”
What lies ahead for Canada’s Public Service
The survey’s findings are a stark reminder that workplace satisfaction isn’t just about paychecks—it’s about feeling valued, supported, and empowered.
As Canada’s border and spy agencies grapple with their low rankings, the federal government has an opportunity to lead by example, fostering a workplace culture that prioritizes employee well-being and drives performance.
Will CBSA and CSIS rise to the challenge, or will they remain the federal government’s least desirable workplaces?
Only time will tell, but one thing is clear: Canada’s public servants deserve better.
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