HUMA Committee briefing binder: Appearance by the Minister of Citizens’ Services – February 5, 2024

Overview

The Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities (HUMA) has invited you to appear in view of its study of the Supplementary Estimates (B), 2023 to 2024.

Committee Proceedings

Your appearance is scheduled to take place on February 5, 2024, from 3:30 to 4:30.

You will appear on a panel with Minister of Labour and Seniors and be accompanied by:

• Karen Robertson, Chief Financial Officer
• Cliff Groen, Associate Deputy Minister of Employment and Social Development Canada and Chief Operating Officer for Service Canada
• John Ostrander, Business Lead, Benefits Delivery Modernization
• Sandra Hassan, Deputy Minister of Labour and Associate Deputy Minister of Employment and Social Development

You have no outstanding follow up written responses due to the Committee.

It is anticipated that you will receive general question about your mandate as it is a new portfolio, Business Delivery Modernization, delivery of Employment Insurance benefits, delivery of services in general, impact on vulnerable population, and responding to the complaint that the system is "broken".

HUMA has agreed that questioning of witnesses would be allocated as follows:

• In round one, there are 6 minutes for each party in the following order:
  • Conservative Party
  • Liberal Party
  • Bloc Québécois, and
  • New Democratic Party
• For the second and subsequent rounds, the order and time for questioning is as follows:
  • Conservative Party, 5 minutes
  • Liberal Party, 5 minutes
  • Bloc Québécois, 2 and a half minutes
  • New Democratic Party, 2 and a half minutes
  • Conservative Party, 5 minutes, and
  • Liberal Party, 5 minutes

Chad Collins Liberal Party Hamilton East—Stoney Creek - Ontario

Brief biography

Chad Collins was first elected to the House of Commons for Hamilton East - Stoney Creek on September 20, 2021. A lifelong resident of Hamilton East - Stoney Creek, Chad resides in the Davis Creek area with his wife Mary and 2 children, Chase and Reese. He attended Glendale Secondary School, the University of Western Ontario, and McMaster University. Chad was first elected to City Council in 1995, at the age of 24, making him one of the youngest elected representatives in the City's history.

Chad is passionate about engaging local residents and community stakeholders, focusing on revitalization of infrastructure, development of social housing and stream-lining municipal programs.

As President of City Housing Hamilton, Chad has been committed to addressing the City's aging affordable housing stock by pressuring all levels of government to invest in the much needed repair of over 7,000 publicly owned units. He continues to work on nearly a dozen new projects across the City and in the riding that will provide new affordable housing units to those in need.

From the creation and development of new community parks and trails to the opening of a new food bank, Chad knows community consultation is an integral part of improving quality of life for everyone in Hamilton East - Stoney Creek.

Of note: key issue of interest: affordable housing.

Michael Coteau Liberal Party Don Valley East – Ontario 

Brief biography

Michael Coteau was first elected to the House of Commons for Don Valley East on September 20, 2021. He has served as the Member of Provincial Parliament for Don Valley East since 2011. During his time in the Ontario government, his ministerial roles include: Minister of Children and Youth Services; Minister Responsible for Anti-Racism; Minister of Tourism, Culture and Sport; Minister Responsible for the 2015 Pan/Parapan American Games; and Minister of Citizenship and Immigration.

Prior to entering the provincial government, Michael was elected as a school board trustee for the Toronto District School Board (TDSB) in 2003, 2006 and 2010. As a trustee, Michael advocated for student nutrition, community use of space and the use of educational technology. He initiated the ‘Community Use of Schools' motion that drastically cut user fees and made schools more accessible to groups that offer programs for children. He helped introduce nutritional changes in schools that supported healthy food programs and increased awareness of student hunger.

Michael worked as an ESL instructor and curriculum developer before becoming a community organizer for a United Way agency in Scarborough. He was also the Marketing Manager for ABC Life Literacy, where he was responsible for the organizing of the Family Literacy Day across Canada, and was Executive Director of Alpha Plus, a national literacy organization mandated to support adult education through the use of technology. Michael grew up in Don Valley East and attended Don Mills Middle School and Victoria Park Collegiate Institute. He holds a degree from Carleton University in Political Science and Canadian History. He and his wife Lori live in Toronto with their 2 daughters, Maren and Myla.

Of note:

• spent 10 years in the Ontario legislature
• key issues of interest:
  • low-income families

Wayne Long Liberal Party Saint John — Rothesay - New Brunswick

Brief biography

Wayne Long was first elected to the House of Commons for Saint John - Rothesay in 2015 and was re-elected in 2019 and 2021. He is a member of the Saint John community with national and international business experience. Wayne currently serves as President of the Saint John Sea Dogs, and his efforts have helped turn the team into one of Canada's most successful CHL hockey franchises winning the cherished Memorial Cup in 2011. That same year, Wayne was recognized with the John Horman Trophy, awarded to the Top Executive in the QMJHL.Prior to his work with the Sea Dogs, Wayne was President of Scotiaview Seafood Inc. He was also a successful large-scale product manager with Stolt Sea Farm Inc. Wayne's work has seen him travel across North America, negotiating contracts with national restaurant distributors, restaurant chains, and retail chains. He earned the North American Excellence in Sales and Marketing award twice. Wayne is a former Board Member for Destination Marketing and Salmon Marketing.Wayne was born in the riding, and currently calls the area home alongside his wife, Denise, and their 2 children, Khristian and Konnor.

Of note:

• has been a member of HUMA since the beginning of the 42^nd Parliament (2015)
• key issues of interest:
  • poverty
  • mental health
  • outspoken support of the Energy East oil pipeline project
  • previously broken ranks with party (Energy East, tax policy, SNC-Lavalin) which resulted in being kicked off House committees as punishment
  • frequently makes sports parallel (hockey)
  • government programs and support that benefit his constituents

Peter Fragiskatos Liberal Party PS to the Minister of Housing, Infrastructure and Communities – London North Center – Ontario

Brief biography

Peter Fragiskatos was first elected as the Member of Parliament for London North Centre in 2015.Mr. Fragiskatos previously served as Parliamentary Secretary to the Minister of National Revenue. Additionally, he has served as a member of the National Security and Intelligence Committee of Parliamentarians, the Standing Committee on Finance, and the Special Committee on Canada-China Relations. He was also a member of various other committees, parliamentary associations, and interparliamentary groups. Prior to entering federal politics, Mr. Fragiskatos was a political scientist at King's University College at Western University and a media commentator. His works have been published by major Canadian and international news organizations, including Maclean's, The Globe and Mail, The Toronto Star, BBC News, and CNN. Born in London, Ontario, Mr. Fragiskatos has combined his passion for politics with a desire to give back to his community. He has served on the boards of Anago (Non) Residential Resources Inc. and the Heritage London Foundation. An active volunteer, he ran a youth mentorship program and has worked with many local not-for-profit groups, such as the London Food Bank, the London Cross-Cultural Learner Centre, and Literacy London, a charity dedicated to helping adults improve their literacy skills. Mr. Fragiskatos holds a political science degree from Western University, a Master's degree in International Relations from Queen's University, and a PhD in International Relations from Cambridge University. He lives in London with his wife, Katy, and their daughter, Ava.

Of note:

• Parliamentary Secretary - PS to the Minister of Housing, Infrastructure and Communities
• key issues of interest:
  • non Parliamentary Committee Member: National Security and Intelligence Committee of Parliamentarians (2021)
  • Canada-China relations

Robert (Bobby) J. Morrissey Liberal Party Egmont Prince Edward Island 

Brief biography

In 2015, Bobby was elected to the House of Commons and was re-elected in 2019 and 2021. He served as a Member on the Standing Committee on Fisheries and Oceans, as well as the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities. Previously, he was elected to the Prince Edward Island Legislative Assembly in 1982 and has dedicated his career and volunteer life to serving the residents of PEI. Having served as MLA for nearly 20 years, Bobby has a deep understanding of his communities' needs. He has held a number of high-profile roles within the Assembly, such as Minister of Transportation and Public Works, Minister of Economic Development and Tourism, and Opposition House Leader. He was also responsible for the redevelopment of the Canadian Forces Base Summerside and the surrounding community following its closure by the federal government in 1989. Bobby left politics in 2000 to join the private sector as a consultant specializing in government relations, fisheries, and the labour market. Bobby has been a member of the Board of Directors for the Heart & Stroke Foundation of PEI. He was the founding member and former president of the Tignish Seniors Home Care Co-op, and Vice-Chair of Tignish Special Needs Housing.

Of note:

• chair of HUMA
• former member of HUMA in 2019 (briefly before the general election)

Tony Van Bynen Liberal Party Newmarket — Aurora – Ontario 

Brief biography

Tony Van Bynen was first elected to the House of Commons for Newmarket-Aurora in 2019 and re-elected 2021. A resident of Newmarket for over 40 years, Tony and his wife Roxanne raised their 2 daughters there. Community service, volunteerism, and helping those who need it most is what drives Tony every day. He and Roxanne have volunteered at the Southlake Hospital, and the Inn from the Cold, for over 10 years. They also deliver food for the Newmarket Food Bank, and Tony was instrumental in creating Belinda's Place, which is a multi-purpose facility for homeless and at-risk women. He also had the privilege of serving as the Mayor of Newmarket for 12 years. During that time, community building is what guided Tony on his mission to revitalize Main Street, renew the historic Old Town Hall, and build the Riverwalk Commons so families and friends can enjoy great public places. Through his previous role as the President of the Chamber of Commerce, and his 30-year career in banking, Tony understands what local businesses need to thrive and grow. He's delivered innovative solutions to help local business owners find success, including creating the Envi broadband network, so businesses in the community have ultra-high-speed connectivity, which has been particularly crucial during the pandemic.

Of note:

• key issues of interest:
  • focused studies to help Canadians, especially getting through the pandemic

Rosemarie Falk Conservative Party Associate Labour Critic— Battlefords-Lloydminster Saskatchewan

Brief biography

Rosemarie Falk is the Conservative candidate for Battlefords-Lloydminster. Rosemarie was born and raised in Lloydminster, Saskatchewan. Along with her husband Adam, she is now raising her children there. She has always been actively engaged in her community. Throughout her social work career and extensive volunteer work she has worked with some of the most vulnerable members of the community. Rosemarie was first elected to the House of Commons in a by-election on December 11, 2017. Prior to this, Rosemarie worked as a registered Social Worker in Saskatchewan and has a Bachelor of Social Work from the University of Calgary. She also has experience as a legal assistant specializing in family law and as a legislative assistant in federal politics. In October 2022, under the new Conservative Party leader, she was named to the new Official Opposition's Shadow Cabinet as the Associate Shadow Minister for Labour and Associate Labour Critic.

Of note:

• she has served as a member of the Standing Committee on Citizenship and Immigration.
• sponsor: Bill C-318, An Act to amend the Employment Insurance Act and the Canada Labour Code (adoptive and intended parents)
• Rosemarie is committed to being a strong voice for seniors, families, taxpayers and rural communities.
• associate Critic- Labour in the Official Opposition's shadow cabinet

Michelle Ferreri  Conservative Party for Families, Children and Social Development Critic Peterborough Kawatha- Ontario 

Brief biography

Michelle is the Member of Parliament for Peterborough-Kawartha and was elected in the 2021 federal election. Michelle was appointed as Shadow Minister for Tourism as part of the Conservative Shadow Cabinet for the 44th Parliament. In October 2022, under the new Conservative Party leader, she was named to the new Official Opposition's Shadow Cabinet as the Minister for Families, Children and Social Development. Prior to being elected, Michelle was a well-known community advocate, an award-winning entrepreneur, a committed volunteer, and a highly sought-after public speaker and social media marketer. Michelle has over 20 years' experience in media, marketing and public speaking. During her time as a reporter, one of Michelle's most memorable experiences was when she had the opportunity to visit the Canadian Forces Base, Alert and fly to the station on a C-17 Globemaster. Michelle is a graduate of Trent University (Biology/Anthropology) and Loyalist College (Biotechnology). Her education in science has led her to be a passionate advocate for physical and mental health. She is a proud mother of 3 children, between the ages of 12 and 17, and shares her life with her supportive partner, Ryan, and his 3 daughters.

Of note:

• she is a member of the Standing Committee on the Status of Women since December 9, 2021
• Michelle is interested in physical and mental health, housing, the economy and food security
• Critic- Families, Children and Social Development in the Official Opposition's shadow cabinet

Tracy Gray Conservative Party Employment, Future Workforce Development and Disability Inclusion Critic Calgary Midnapore – Kelowna- Lake Country- British Columbia

Brief biography

Tracy was elected to serve as Member of Parliament for the riding of Kelowna-Lake Country in October 2019. In October 2022, under the new Conservative Party leader, she was named to the new Official Opposition's Shadow Cabinet as the Shadow Minister for Employment, Future Workforce Development and Disability Inclusion. She previously served as Shadow Minister for Interprovincial Trade and as the Shadow Minister for Export Promotion and International Trade. Tracy has extensive business experience and worked most of her career in the BC beverage industry. She founded and owned Discover Wines VQA Wine Stores, which included the number one wine store in BC for 13 years. She is has been involved in small businesses in different sectors including financing, importing, oil and gas service and a technology start-up. The daughter of a firefighter and Catholic School teacher, Tracy grew up around service and a strong work ethic. She has one son and been married for 27 years. Tracy has received many accolades including RBC Canadian Woman Entrepreneur of the year, Kelowna Chamber of Commerce Business Excellence Award and 100 New Woman Pioneers in BC. Tracy served with many organisations over the years. She was appointed to serve by BC Cabinet to the Passenger Transportation Board and elected to the Board of Prospera Credit Union for 10 years. In addition, she served on the Okanagan Film Commission, Clubhouse Childcare Society, Okanagan Regional Library Trustee and Chair of the Okanagan Basin Water Board.

Of note:

• Critic - Employment, Future Workforce Development and Disability Inclusion in the Official Opposition's shadow cabinet
• sponsor: Bill C-283, An Act to amend the Criminal Code and the Corrections and Conditional Release Act (addiction treatment in penitentiaries) and M-46 National Adoption Awareness Month (outside order of precedence)

Scott Aitchison Conservative Party Housing and Diversity and Inclusion Critic—Parry Sound—Muskoka - Ontario 

Brief biography

Scott Aitchison was born and raised in Huntsville, Ontario. After leaving home at 15, Scott was raised by the character of his hometown. In October 2022, under the new Conservative Party leader, he was named to the new Official Opposition's Shadow Cabinet as the Shadow Minister for Housing and Diversity and Inclusion. Scott was first elected at the age of 21 to Huntsville Town Council. After serving as Town Councillor, District Councillor and Deputy Mayor, he was elected as Mayor of Huntsville in 2014 on a promise of fiscal discipline, responsible governance and excellent customer service. As Mayor, he built a reputation as a consensus-builder relentlessly focused on breaking down barriers and finding solutions.

Of note: Critic – Housing and Diversity and Inclusion in the Official Opposition's shadow cabinet

Bonita Zarrillo New Democratic Party Disability Inclusion Critic Port Moody-Coquitlam British Columbia 

Brief biography

Bonita Zarrillo was first elected as Member of Parliament for Port Moody-Coquitlam in 2021. She is known to be a voice for equality and drives systemic change that puts people first. She entered public service so she could advocate for working people and to support the needs of the most vulnerable in the community. She championed buy-local as a tool for small businesses to thrive and to enable them to hire locally, challenged pipeline corporations to pay their fair share, and completed a successful housing affordability strategy that generated the most rental housing starts in her region. On Coquitlam Council, Bonita served on the following: Fraser Health Municipal Government Advisory Council, Multiculturism Advisory Committee, Metro Vancouver Indigenous Relations Committee, Universal Access Ability Advisory Committee, and past Board Member for the Federation of Canadian Municipalities. She sat on the board of 2 local Not-For-Profits that advocate for gender equality and speaks regularly at The Commission on the Status of Women at the United Nations. Before being elected to municipal government, Bonita worked in consumer products as a Business Analyst for companies across North America and Europe. She has a B.A. in Sociology from the University of Manitoba, a Human Resource Management Certificate from the University of Calgary and has a Computer Science Degree from CDI Montreal.

Of note:

• Critic - Disability Inclusion
• pledged to help Canadians through collaborative committee work
• key issues of interest:
  • mental health and suicide prevention
  • women's issues and gender equality
  • workers' conditions
  • care economy

Louise Chabot Bloc Québecois Employment, Workforce Development and Labour Critic Thérèse-De Blainville - Quebec 

Brief biography

Louise Chabot was first elected as Member of Parliament in 2019 and was re-elected in 2021. She was born in 1955 in Saint-Charles-de-Bellechasse, Quebec, is a Quebec trade unionist and politician. She was president of the Centrale des Syndicates du Québec (CSQ) from 2012 to 2018. The organization initially represented nearly 200,000 members, including 130,000 in the education and early childhood sector. She coordinated a major unionization project that resulted in the consolidation of more than 15,000 family day care managers, a first in the union world in Canada.

Of note:

• Critic – Employment, Workforce Development & Labour Critic
• sponsored the Committee's study on the Review of the EI Program in 2021; critical of the EI program in general and very outspoken about seasonal workers' trou noir and inadequate sickness benefits
• interested in seniors' financial security and their purchasing power
• seek to enact federal anti-scab legislation
• supporter of labour unions – Former president of Centrale des syndicats du Québec (CSQ)
• member of the consultative committee for Quebec's Pay Equity Commission
• advocate for increase in health transfers
• respect for provincial jurisdictions
• labour shortages
• nurse by profession

Issue

Service Canada maintains a network of in-person points of service across the country to support Canadians with personalized access to a wide range of government services and benefits and provides support to Indigenous communities and vulnerable client segments through community outreach.

Background

• 96% of Canadians have access to various services from Service Canada within a 50-kilometer radius of where they live
• The in-person service delivery network consists of 600 points of service across the country
• Service Canada's Community Outreach and Liaison Service builds relationships and provides support to Indigenous communities and vulnerable client segments to increase access to programs, services and benefits, for clients who face distinct barriers to program access
• The Service Canada Outreach Support Centre is a toll-free telephone service that ensures access to service for Indigenous communities and other vulnerable clients, such as seniors and persons with disabilities, facing barriers to accessing Government of Canada programs and benefits
• Service Canada Centre locations, including office sizes; are strategically determined after a detailed analysis of community needs and client demand; considers forecasted volumes and stakeholder engagement; and is dependent on real property market availability

Key facts

• The in-person network consists of 317 Service Canada Centres; 249 scheduled outreach sites; 15 service delivery partner sites; and 19 passport service sites
• Scheduled Outreach sites offer, on a scheduled basis, all the services available at a Service Canada Centre in rural and remote locations
• The Community Outreach and Liaison Service has well-established relationships with 740 Indigenous communities
• Between April 1, 2023, and January 12, 2024, Community Outreach and Liaison Service staff conducted more than 10,100 engagements with more than 44,300 service delivery partners and employers. They have also conducted more than 6,800 outreach activities so far in FY 2023 to 2024, providing 153,400 clients with an increased tailored access to services and benefits
• Information about Service Canada programs, services and benefits are available online at www.canada.ca or via online services, such as My Service Canada Account, Social Insurance Number online and the Service Canada online request form (eServiceCanada), which are accessible 24 hours a day, 7 days a week
• Services by phone are accessible from 8:00 a.m. to 5:00 p.m. local time at 1 800 O-Canada (1-800-622-6232)

Key messages

• Service Canada provides access to a wide range of programs and services through its in-person network including, Service Canada Centres, Service Canda Centre - Passport Service, Scheduled Outreach, and Community Outreach and Liaison Service
• Community Outreach and Liaison Service provides access to programs, services and benefits to clients where they live and/or spend time, with a focus on vulnerable and underserved clients facing barriers to accessing benefits and services
• As part of our commitment to reconciliation, we continue to find ways to improve access to government services and benefits by working collaboratively with indigenous communities and other key partners
• Service Canada continually assesses the needs of its clients and communities to ensure that its services align with client demand and remain responsive to the needs of Canadians
• Canadians who require in-person services should consult the find a service canada office webpage to find services close to their home

Passport print expansion

Issue

What are the current service standards for the Employment Insurance (EI) program

Key facts

• There are situations that prevent the Department from meeting this SOP, particularly during the annual summer and winter peak periods, or because of missing documents or incorrect information
• In 2023 to 2024, as of December 31, 2023, the average number of days it took for a client to receive their first EI benefit payment was 18 days, compared to an average of 24 days over the same period in 2022 to 2023
• For 2023 to 2024, as of the week ending January 13, 2024, 2,573,102 EI Initial and Renewal applications were received and 2,515,637 were processed

Funding

On November 3, 2022, the Fall Economic Statement announced $1.02B for Service Canada to process EI and OAS applications faster, while reducing the EI claim inventory. In addition, $574M was announced to reduce the EI and Pensions Call Centre wait times.

Response

• The EI program remains at the forefront of the Government of Canada's service to Canadians
• Service Canada continues to put measures in place to provide an effective and efficient service that meets the needs of clients and to ensure that Canadians continue to have timely access to their benefits to which they are entitled when they need it most
• The Department carefully monitors service standard results to ensure that targets are met and that the appropriate actions are taken in a timely manner when results are below target

Background

Service Canada's key client service performance indicator for timeliness of EI claims processing is Speed of Payment (SOP). The target is to issue a payment, or notification of non-payment, to claimants within 28 days of filing their application for benefits, 80% of the time. 

Issue

What are the current service standards for Old Age Security (OAS), including the Guaranteed Income Supplement (GIS)?

Key facts

• The OAS pension is a monthly payment given to seniors who are 65 years or older. The GIS is an additional benefit provided to low-income seniors. Eligible seniors are enrolled a year in advance and begin receiving benefits after they turn 65
• Aging population and rising life expectancy are leading to an increased client base and related workload. In 2022 to 2023, Service Canada processed over 1 million applications, and provided OAS benefits to approximately 200,000 more beneficiaries than the previous fiscal year
• Automatic enrolment for the OAS basic pension was first introduced in 2013 and expanded to include more clients in 2015, eliminating the need for selected seniors to apply for their OAS pension benefits
• Automatic enrolment was again expanded in 2017, this time to include the GIS, meaning that seniors who are selected for OAS automatic enrolment are also automatically enrolled for the GIS, with entitlement to the GIS being determined based on income. As long as they file a tax return or provide income information to the Department every year, clients are automatically reassessed to determine their GIS entitlement
• In 2018, the Integrated OAS and GIS Application was implemented to allow seniors who cannot benefit from automatic enrolment to apply for both benefits at the same time on one form, instead of completing 2 separate applications
• The year end OAS inventory for 2022 to 2023 was 889,965 work items, which was within the objective of 800,000 to 900,000 work items
• The current YTD OAS inventory as of January 7, 2024, is 1,111,783, 18% higher than the expected range for this time of the year. The program is currently investigating the drivers of the current workload increase, but unexpected system issues related to OAS Automatic Enrollment, an outage of Robotic Process Automation in early December, and correcting incorrect 2020 CRA income data information impacted results since June 2023
• The latest projection is that the OAS network will end the fiscal year with an inventory between 925,000 and 975,000 work items
• Service Canada is actively analyzing the situation and taking the necessary actions to adjust the network's strategies and get back within the expected range in FY 2024 to 2025

Funding

On November 3, 2022, the Fall Economic Statement announced $519M for Old Age Security processing and $90M for the Pensions Call Centre. This decision provides funding certainty for ESDC and the OAS network is projecting that service standard results and inventory levels will improve in 2024 to 2025 as its workforce becomes more proficient.

Response

• Old Age Security, including GIS, remains at the forefront of the Government of Canada's service to Canadians
• Service Canada continues to put measures in place to provide an effective and efficient service that meets the needs of clients and to ensure that Canadians continue to have timely access to their benefits to which they are entitled when they need it most
• The Department carefully monitors service standard results to ensure that targets are met and that the appropriate actions are taken when results are below target

Background

Service Canada's key client service performance indicator for timeliness of OAS pension applications processing is to have the basic benefits paid within the first month of entitlement, 90% of the time.

Service Canada Pension Call Centre wait times

On November 3, 2022, the Fall Economic Statement announced $574 million to reduce the Employment Insurance and Pensions Call Centre wait times.

For 2023 to 2024, as of week ending January 26, 2024, the Pensions Call Centre answered 2.23M calls with an average wait time of approximately 7.4 minutes, compared to an average of 42.1 minutes for the same period in 2022 to 2023.

Clients may experience above average wait times of over an hour every year between both February and April, as well as July and September corresponding to the tax slip season and the Guaranteed Income Supplement renewal period.

Issue

How has the Government managed the processing of Employment Insurance (EI) applications and call volumes during winter peak periods?

Key facts

• The EI Annual cycle features 2 peak periods, one in the summer and the other in winter. The EI winter peak typically runs from November to mid-January and is primarily driven by seasonal applications such as construction workers as well as school-related claims over the holiday period. During this time, weekly claim intakes increase in November from an average of 50-55K per week to 60-65K per week until the last 2 weeks in December, when weekly intakes spike to almost 100K per week over a 4-week period.
  • Initial & Renewal (I&R) intake from October 31, 2023, to December 31, 2023, had an average of 88K claims per week.
• During this winter peak period, Speed of Pay (SOP) results will meet and exceed the 80% target, getting close to 90% at the end of December since many claims are fully automated.
• From mid-January to the end of February SOP results decline and fall below the 80% target, as weekly intakes come back down to the weekly average and a higher proportion of older claims are processed (these are the more complex claims left over from the peak period that cannot be automated).

Response

• To address the high demand during winter peak period, the EI network will leverage its entire processing workforce and assign 85-90% of available resources on processing applications.
• The EI network monitors intakes on a weekly basis and will evaluate workload impacts and funding requirements as the processing requirements evolve.
• Service Canada continues to put measures in place to provide effective and efficient service that meets the needs of clients and will work to ensure that Canadians continue to have timely access to EI benefits and their calls to the EI Call Centre answered in a timely manner.

Background

Every year, the EI network experiences a winter peak period.

Issue

What is the Government of Canada doing to ensure that Canadians continue to have timely access to Employment Insurance (EI) benefits?

Key facts

• Employment and Social Development Canada (ESDC) is the largest federal service delivery organization in Canada, delivering benefits and services to support Canadians at all stages of their lives. ESDC works tirelessly to manage efficiently the processing of EI applications and call volumes and issued more than $36.4 billion in EI benefits in 2021 to 2022
• Service Canada makes every effort to meet EI's service standard. However, there are situations that prevent the Department from meeting this objective, particularly during the annual summer and winter peak periods, or because of missing documents or incorrect information
• In 2023 to 2024, as of December 31, 2023, 86.0% of EI payments, or notifications of non-payment, were made within 28 days
• In 2023 to 2024, as of December 31, 2023, the average number of days it took for a client to receive their first EI benefit payment was 18 days, compared to an average of 24 days in 2022 to 2023
• In 2023 to 2024, as of the week ending January 13, 2024, 2,573,102 EI Initial and Renewal applications were received and 2,515,637 were processed
• As of the week ending January 13, 2024, year-to-date, the EI Call Centre answered nearly 4.66M calls. Of these calls, approximately 84% were answered by an agent within 10 minutes and the average wait time is 4.07 minutes
• On November 3, 2022, the Fall Economic Statement announced $1.02B for Service Canada to process EI and Old Age Security claims faster, while reducing the EI claim inventory. In addition, $574M was announced to reduce the EI and Pensions Call Centre wait times

Response

• The EI Program, including its Call Centres, remains at the forefront of the Government of Canada's service to Canadians
• As Canada moves into a post-pandemic era, yearly peak periods of demand will continue to affect some Canadians as they wait longer for their claims to be processed and their calls to the EI Call Centre be answered
• Service Canada continues to put measures in place to ensure that Canadians have timely access to the EI benefits when they need it most

If pressed:

• The EI program is one of the pillars of Canada's social safety net and plays a pivotal role in the lives of Canadians, providing vital income support when they need it most
• In 2021 to 2022, Service Canada delivered $36.4 billion in direct EI benefits to ensure the economic and social well-being of Canadians
• While we cannot discuss individual cases, any clients who are waiting for a decision regarding their eligibility for EI benefits and are in an urgent or dire need situation should contact the EI Call Centre for assistance

Background

Service Canada's key client service performance indicator for timeliness of EI claims processing is Speed of Payment (SOP). The target is to issue a payment, or notification of non-payment, to claimants within 28 days of filing their application for benefits, 80% of the time.

Issue

In recent years, the department's programs have increasingly become the target of fraud. Both the nature and volume of fraud have expanded, including cyber-based fraud. The schemes are more sophisticated and organized

Background

• Globally, public sector institutions are dealing with increasingly sophisticated and complex cyber attacks. Fraudsters are leveraging stolen personal information to access social benefits
• Service Canada takes the integrity of its programs very seriously and remains committed to the financial stewardship of its programs
• Service Canada must balance the protection of public funds against the need to put clients into pay as quickly and seamlessly as possible
• Integrity activities at ESDC focus primarily on detection, with the most significant of these activities being directed towards investigations. The department uses a variety of tools and processes to help identify and address instances of error, abuse, and fraud. In 2022 to 2023, ESDC conducted more than 170,700 investigations relating to the EI, CPP/OAS and SIN programs

Key facts

• The department leverages data analytics and intelligence capabilities to identify fraud vectors/patterns and proactively take action to prevent payments from being issued to fraudsters
• The department has enhanced its security posture in an effort to mitigate ongoing threats. These include:
  • enhancing firewalls to screen out certain kinds of inappropriate access
  • protection from automated / scripted / robotic accesses to systems ("bots")
  • behaviour pattern analysis to flag suspicious activity in our systems, and
  • some internal activity and access monitoring to screen for internal threats
• During the 2022 to 2023 fiscal year, more than 12,000 stop-pays were imposed. These stop-pays have detected over $46.3 million in overpayments and prevented an estimated $135.3 million in payments from being issued to fraudsters. Service Canada has implemented a series of measures aimed at detecting and combating fraud using new tools for online fraud detection
• Furthermore, between April and October 2023, more than 3,400 stop-pays were imposed. These stop-pays have detected over $11.5 million in overpayments and prevented an estimated $16.2 million in payments from being issued to fraudsters
• In Volume III of the Public Accounts of Canada 2022 to 2023, ESDC reported an amount of $96.5 million ($53.3 million in 2021 to 2022) in losses of public money due to an offence, illegal act or accident. The majority of this amount ($95.8 million) is related to fraudulent claims for Employment Insurance

Key messages

• Service Canada takes the integrity of its programs very seriously
• The department leverages data analytics and intelligence capabilities to disrupt, detect and prevent fraud
• New IT solutions have been implemented to identify fraud patterns earlier in the application process and prevent fraudulent applications from being submitted online
• Allegations of fraud or illegal acts are fully investigated and could be referred to law enforcement agencies as appropriate. Debts are established and penalties imposed when allegations are founded
• Measures are in place to support clients impacted by identity theft/fraud on a priority basis
• Service Canada also works closely with the Canadian Anti-Fraud Centre, the Canadian Centre for Cyber Security, other government departments, law enforcement and financial institutions to help defeat fraudsters

Issue

What is the status of Old Age Security on Benefits Delivery Modernization Programme?

Background

The Benefits Delivery Modernization Programme will introduce modern and responsive applications, and incorporate leading-edge technologies and methods to enable the delivery of Old Age Security initially, followed by Employment Insurance and then Canadian Pension Plan. Benefits Delivery Modernization Programme is on track to modernize Old Age Security, Employment Insurance, and Canadian Pension Plan over 3 phases, with an expected completion date of 2030.

Under Phase 1, ESDC deployed the scalable benefits processing platform that will support the delivery of all benefits programs in autumn 2022.

In June 2023, our first release of Old Age Security went into production to support over 600,000 foreign benefit recipients and is on track to onboard all Old Age Security remaining benefits recipients by December 2024.

Phase 2, planned for 2024, includes service enhancements to Old Age Security and migrating Employment Insurance onto the platform through multiple releases between 2025 and 2028.

Phase 3 will begin in 2027 and will include further service enhancements to Old Age Security and Employment Insurance and migrating Canadian Pension Plan onto the platform by 2030.

Key facts

The Benefits Delivery Modernization Programme supports the Minister's mandate to develop and implement modern, resilient, secure, and reliable services and benefit delivery systems for Canadian citizens.

Old Age Security is the first benefit onboarding to the Benefits Delivery Modernization Common Benefits Delivery platform, and we are on track to deliver the full Old Age Security benefits implementation by December 2024.

Old Age Security Release 1 went live on June 12, 2023, which saw the transition of 600,000 Old Age Security Foreign Benefits clients to the modernized system.

The successful deployment of Release 1 demonstrated that we have a stable and secure solution for the delivery of benefits to Canadians.

The next Old Age Security on Benefits Delivery Modernization milestone was Release 1.1, which went live on October 30, 2023. Release 1.1 builds on Release 1 capabilities via a platform upgrade, bug fixes, enhanced features and integration with the Old Age Security legacy system.

The Old Age Security Release 2 in Summer 2024 is a full pilot of the end-to-end functionality of the system and will not directly impact clients.

Old Age Security Release 3 in December 2024 will transition the Old Age Security benefits delivery for the remaining 6.9 million Old Age Security clients to the common benefit delivery platform and will introduce a redesigned Old Age Security/Guaranteed Income Supplement application, life event reporting (for example, marital and legal status changes) along with other self-service features (for example, requests for reconsideration and voluntary tax deduction) to our Old Age Security benefit recipients.

Key messages

The Department recognizes the critical need to get the Old Age Security implementation right. Putting vulnerable seniors' payments at risk is not an option.

As such, Benefits Delivery Modernization Programme is undertaking a rigorous approach to testing, quality and security to ensure delivery of a solution that meets the quality expectations, safeguards the information of Canadians and ensures the continuity of services to clients.

• A pilot period will occur, with a full simulation of operations, prior to go-live as a final confirmation of payment accuracy and operational readiness before rolling out on a larger scale
• Before each Release, a go-no-go decision is taken by the Deputy Minister in consultation with the project team including our System Integrator partner
• An enhanced business continuity plan is also being developed as a measure of additional preparedness to maintain continuity of service delivery and no interruption to clients
• A 9-month stabilization period following the December 2024 final release will be dedicated for high-touch troubleshooting

ESDC will protect and prioritize the transformation component of the BDM Programme.

Issue

Benefits Delivery Modernization Programme costs and timeline.

Background

The Benefits Delivery Modernization (BDM) Programme is critical to ensuring the ongoing delivery of Old Age Security (OAS), Employment Insurance (EI) and the Canada Pension Plan (CPP).

BDM is the core initiative that will deliver on the Minister of Citizens' Services 2023 mandate letter commitment to lead the ongoing "development and implementation of modern, resilient, secure and reliable services and benefit delivery systems for Canadians and ensure those services and benefits reach all Canadians regardless of where they live".

Key facts - Costs

Since 2017, the Programme has spent $853 million (including taxes).

In 2020, BDM's programme authority was raised to $2.2 billion (including taxes). This figure represents the most recent confirmed cost of the Programme and reflects changes to programme objectives and scope.

Costing is now based on experience, not just planning. Estimates can only be assessed with what is known at a point in time.

Costs will continue to evolve as adjustments are made to the scope, timeline, and dependencies.

Key facts - Timeline

BDM was originally announced in Budget 2017, and this commitment was reiterated in Budgets / off-cycle requests in 2018, 2019, 2020, 2022 and 2023.

In Spring 2021, BDM started its implementation phase and switched to OAS as the first benefit to onboard.

In June 2022, the Common Benefits Delivery Platform was built, and the OAS re-plan was approved.

In June 2023, the first OAS release went live with over 600,000 foreign benefit recipients' accounts migrating to the new platform. BDM is on track for onboarding all remaining OAS accounts by December 2024.

Between 2024 and 2028, BDM will turn its attention to the implementation of EI, the continuous improvement of OAS, and planning for CPP.

BDM is using a multi-phased approach that is agile. Benefits are being staged onto the platform through multiple releases over multiple years, with legacy systems continuing to operate until the complete migration is achieved.

Between 2027 and 2030, BDM will focus on the implementation of CPP, the continuous improvement of OAS and the continuous improvement of EI.

As a pathfinder Programme in the GC, estimates can only be assessed with what is known at a point in time. This means that costs will continue to evolve as the complexity of unravelling the current legacy systems is further assessed.

Key messages

BDM is first and foremost a business-led change that in addition to replacing the underlaying technology platforms, will modernize, evolve and ultimately transform how Canadians interact with Service Canada. partly due to lessons learned from those projects.

In June 2023, the first OAS release went live with over 600,000 foreign benefit recipients' accounts migrating to the new platform and the programme is on track for onboarding all remaining OAS accounts by December 2024.

The projects are meticiously planned and governed with ongoing project reviews conducted on a regular basis by internal audit and third-party assurance, with findings and actions reviewed by programme governance.

BDM has a single responsible Deputy Minister solely accountable for the Programme, and BDM's governance structure includes both partner vendors and partner departments such as Treasury Board, Public Services and Procurement and Shared Services Canada.

Since EI is onboarding second, BDM will have valuable firsthand experience with the onboarding process and well-documented lessons learned.

The BDM procurement plan for each stage of the programme is carefully developed, in accordance with the roadmap, project plans and input from TBS, PSPC and SSC.Contracts are competitively procured based on business and technical requirements led by PSPC.

Issue

Integrity of the Canadian passport and application processing.

Background

• The integrity of the Canadian passport is internationally recognized and respected and is a key factor in maintaining safe, secure, and visa-free access to over 180 countries for Canadians
• The Canadian Passport Order (CPO) dictates who is entitled to a regular (blue) passport, how it is issued, and when a passport can be refused, cancelled or revoked
• As part of the passport issuance process, all required documentation is reviewed to ensure accuracy and determine applicant eligibility. Security checks are performed against Immigration, Refugees and Citizenship Canada's Central Index file, which are used as a decision support mechanism for either issuing or refusing a passport to an individual
• There are multiple Government of Canada departments involved in the delivery of the Passport Program:
  • Immigration, Refugees, and Citizenship Canada (IRCC): Accountable for the overall Passport Program. Is mandated by the Canadian Passport Order to issue, cancel, revoke, withhold and recover Canadian passports
  • Minister of Public Safety: Responsible for passport cancellation, refusal and revocation in cases of terrorism and national security
  • Employment and Social Development Canada (ESDC): Provides domestic service delivery (through Service Canada)
  • Global Affairs Canada (GAC): Provides passport services abroad through its consular service network

Key facts

• Canadians can submit completed paper applications for a passport by going to any of 316 Service Canada Centres, 19 passport offices or by mail
• As of January 8, 2024, 245 out of 247 Scheduled Outreach sites offer passport services
• Passport Officers or Citizen Service Officers review and validate the information provided by applicants to ensure completeness, including photos, documentary evidence of citizenship, supporting documents, signature, and payment information
• A verification is completed with a guarantor and/or references when applicable. First-time applicants completing a general application must obtain a guarantor to confirm their identity
• If needed, applications may be referred to IRCC for further review

Key messages

• The Passport Program follows an established process for identity management. Applicants must submit supporting documents, photos, guarantors and references information to obtain a passport in accordance with Program requirements. These elements are key to ensuring the integrity of Canadian passports
• The Passport Program utilizes documents previously issued by other governmental authorities to determine identity
• Employees are trained to identify fraudulent documents. Processes are in place for employees to inform Immigration, Refugees and Citizenship Canada of any suspicious patterns or irregularities they may come across in the course of their daily duties
• When evidence of suspected fraudulent activity is found or reported, IRCC launches an investigation where Service Canada may provide support and information. Investigations may result in passport refusal and/or revocation
• Service Canada, in collaboration with Immigration, Refugees and Citizenship Canada, continuously works to review and improve processes to ensure passport misuse and/or entitlement fraud does not occur
• Service Canada is committed to protecting personal information and understands the importance that Canadians place on the protection of their personal information. As responsible stewards of client information, Service Canada has well established procedures and processes around the management of personal information and the reporting of privacy breaches

Issue

Current passport service delivery service standards and volumes.

Background

• Beginning in July 2013, Canadians were given a choice between a 5-year validity passport and a 10-year validity passport. Early applicants for the 10-year validity passports have begun to apply for new passports before their passports began to expire starting in July 2023
• To coordinate delivery of the Passport Program, Service Canada's service delivery approach is based on forecasts received from Immigration, Refugees and Citizenship Canada (IRCC). The 2023 to 2024 forecast is between 4.5M and 4.7M (based on October 2023 revised forecast)
• This represents an increase in application volumes for 2023 to 2024 of 1.2M to 1.4M compared to approximately 3.3M passports issued in 2022 to 2023
• Based on IRCC's revised October 2023 forecast it is estimated that about 48% of the 2023 to 2024 forecast will be renewal applications. As of the week of January 8th, 2024, approximately 49% of applications have been renewals
• Service Canada is maintaining existing staffing levels to handle volumes and meet service standards

Key facts

• As of the week of January 22nd, 2024, Service Canada Passport operations has received almost 3.8 million applications and has issued over 3.5 million passports
• Since April 1, 2023, Service Canada has been exceeding its performance target of issuing 90% of all passports within service standard. So far this fiscal year, 97% of clients that applied for a passport In-Person were issued the passport within service standard (10 days) and 97% of clients that applied for a passport by mail were issued the passport within standard (20 days)
• For the week of January 22nd, 2024, 90% of In-Person files are processed in 9 days and 90% of mail files are processed in 15 days
• Service Canada is expecting to issue between 4.5M and 4.7M passports in 2023 to 2024 as per the October 2023 update from IRCC
• For the week starting January 22, 2024, for the Passport Call Centre, the average call wait time was 18 minutes, 25 seconds
• Since April 1, 2023, over 1.25M calls have been answered by the Passport Call Centre system. Almost 674K were answered by an agent. Approximately 76% of calls have been answered within the 8 min service standard. The average wait time this fiscal year is 6 minutes, 7 seconds

Key messages

• Service Canada has continued to have strong performance/processing results throughout 2023 to 2024; consistently exceeding the 90% performance target with over 97% of applicants receiving their passport within the 10-business day or 20-business day service standard
• ESDC/Service Canada introduced a variety of new measures to improve passport service delivery
• Work continues on passport service delivery modernization initiatives, including the installation of new passport printers and implementation of a new passport intake and issuance system
• Clients have access to passport services at close to 600 points of service across the country, including Scheduled Outreach sites
• Most offices have adequate capacity to serve clients in a timely and efficient manner. In cases of high volumes, Service Canada staff implement operational solutions to manage line ups

Issue

The first of the passports with 10-year expiry, issued in 2013, begin to require renewal in the 2023 to 2024 fiscal year.

Background

• Beginning in July 2013, Canadians were given a choice between a 5-year validity passport and a 10-year validity passport. Early applicants for the 10-year validity passports have begun to apply for new passports before their passports expire starting in July 2023
• Over the last year, Service Canada has taken several actions to improve passport services to Canadians:
  • aligned the operational passport workforce to meet the forecasted surge in passport applications starting in 2023 to 2024
  • launched an appointment-booking tool that directs clients to the right location for service. Expanded eligibility for simplified processing to replace expired passports (up to 15 years) as renewals rather than new applications
  • increased access to passport services, with 21 Service Canada Centres offering 10-day service
  • expanded the delivery of passport services to select scheduled outreach sites to help meet the passport needs of rural and remote communities
  • launched the new online Passport Status checker that allows clients to self-serve the status of their passport application
• Service Canada also continues to work with the passport program owners at Immigration, Refugees and Citizenship Canada as they modernize the passport issuance system and continue to improve the automation of processing for renewal applications

Key facts

• Service Canada expects to receive between 4.5 and 4.7 million passport applications during the 2023 to 2024 fiscal year
  • Of these, 2.2M to 2.3M are renewals
• As of the week of January 8th, 2024, approximately 49 % of applications have been renewals

Key messages

• As a result of the expiration of the 10-year validity passports, passport volumes are expected:
  • to increase for fiscal years 2023 to 2024, 2024 to 2025 and 2025 to 2026 with forecasted annual volumes between 4.5M and 5.4M
  • to stabilize for 2026 to 2027 and 2027 to 2028
  • then decline for the rest of the 10-year cycle from 2028 to 2029 to 2032 to 2033
• Renewal applications tend to be quicker and less complicated to review and process
• With the existing workforce levels, ESDC/Service Canada is positioned to handle the increased volume of applications expected as a result of 10-year renewals

Issue

The ePayroll project is a Government of Canada initiative to modernize how employers send payroll, employment, and demographic information to government departments and agencies.

Key facts

• As noted in the fall 2022 OAG report on Specific COVID-19 Benefits, jurisdictions such as the United Kingdom and Ireland used a real time payroll system to help manage their COVID-19 benefits
• There is potential for ESDC to use payroll, employment, and demographic data to administer the Employment Insurance (EI) program, and for Service Canada to reduce administrative burden for employers and improve speed and accuracy of services and benefits for Canadians
• Now in its final year, the current ePayroll project will deliver a fully costed business case that will have options for the implementation of an ePayroll solution for the Government of Canada that will reduce burden and increase the speed and accuracy of services and benefits to Canadians, with a view to moving to the implementation phase beyond March 2024
• ePayroll is not a payroll processing system run by the government. Canadian employers will still be free to choose the payroll processing system that suits them
• The Canada Revenue Agency is leading this project for the Government of Canada in partnership with Employment and Social Development Canada and the Office of the Chief Information Officer in the Treasury Board of Canada Secretariat

Response

• The Government is committed to working toward the implementation of a realtime ePayroll system and ensuring that businesses of all sizes benefit from this work
• The ePayroll project is a Government of Canada initiative to modernize how employers send payroll, employment, and demographic information to government departments and agencies
• We continue to work with stakeholders and government partners to help advance this important initiative

Background

In 2019 and 2021, ePayroll was identified by the Prime Minister of Canada as one of the top priorities for the Minister of National Revenue to deliver.

Budget 2021 mandated the Minister of Families, Children and Social Development to work with the Minister of National Revenue toward the implementation of a real-time e-payroll system and ensure that businesses of all sizes benefit from this work.

The Minister of Citizen Services' mandate letter was released on November 10, 2023, and included ePayroll as one of his mandate commitments, supported by the Minister of Employment, Workforce Development, and Official Languages.

The vision for ePayroll in Canada is a service through which Canadian employers can securely send payroll, employment, and demographic information to a protected Government of Canada repository. Government departments and agencies could then access the information when they need it for programs and services without having to go back to employers to ask for the information repeatedly.

Some expected benefits of an ePayroll approach include: 

• reducing the administrative burden on Canadian employers and businesses 
• improving speed and accuracy in delivering government services and benefits, such as Employment Insurance benefits and future wage subsidies, to Canadians through access to more accurate and up-to-date employment data 

Issue

Service Canada will manage the application process for the Canadian Dental Care Plan.

Key facts

• Budget 2023 announced $13.0 billion over 5years, starting in 2023 to 2024, and $4.4 billion to implement the Canadian Dental Care Plan (CDCP)
• The CDCP is led by Health Canada and aims to increase dental care coverage by removing cost barriers to dental care to the greatest extent possible, with a focus on diagnostic, preventative, and restorative services
• It is estimated that up to nine million individuals may be eligible for the plan once fully implemented
• On behalf of Health Canada, Service Canada will:
  • respond to Canadians' enquiries and provide support in applying for the plan
  • accept, manage, and process applications; and
  • determine eligibility and communicate enrolment information to applicants (beneficiaries) and to a Third-Party Administrator
  • the Third-Party Administrator will deliver the actual dental benefit to Canadians

Response

• Service Canada is proud to work with Health Canada to help deliver the Canadian Dental Care Plan
• Service Canada's expertise and experience in delivering benefits and services to millions of Canadians each year positions us to deliver this important priority
• Our teams of experts are working together to ensure the CDCP provides an integrated and seamless experience for all applicants
• Our priority is to minimize barriers to access while maintaining security and integrity of personal information

If pressed (Service delivery)

The delivery of the Canadian Dental Care Plan is complex. Service Canada is working collaboratively with Health Canada, leading the initiative, as well as the Canada Revenue Agency to design the eligibility determination process.

If pressed (full implementation)

• Health Canada as the lead for the CDCP has put forward a staggered implementation plan the will ensure a successful roll out of the CDCP
• Staggered implementation has been a key success factor in the implementation of the CDCP thus far
• Service Canada will be ready to support Health Canada in their onboarding strategy
• Every effort will be made to ensure we continue to meet citizen expectations as we onboard additional cohorts

Background

Key stats as of January 31, 2024.

2.1 M letters of invitation have been sent (all seniors over 77 have been sent letters as of the end of January as planned). These letters are sent to those that were partially qualified based on CRA data. [Note: We forecasted that approximately 67% of these individuals would be uninsured and 40 precent of those people would apply within the first months of receiving the letter.]

The department has received 474K completed attestation 98.5 % of applicants have been deemed eligible.

Almost 75% of seniors have completed their application using the automated IVR system, requiring no assistance from a call agent to complete their application.

To-date the specialized call centre has responded to over 165K inquiries about the CDCP with negligible wait times.

Over 23K citizens have come to our Service Canada Centres to enquire about the CDCP. This represents 1.4 % of SCC visits.

To-date the department has liaised with over 8400 organizations and held about 160 events to raise awareness and assist vulnerable populations.

Issue

Update on my work with the Minister responsible for Seniors (Minister of Labour and Seniors) to provide seniors with a single point of access to a wide range of government services and benefits.

Background

• Released on June 27, 2023, the Retirement Hub was the result of ESDC's visionary Seniors' Journey Lab initiative; an ambitious 24-week project aimed at understanding and improving the experiences of clients and employees
• As a client-centric and user-friendly online tool, the Retirement Hub enhances retirement planning and empowers Canadians to make informed decisions to plan, apply for, and receive the retirement income security benefits they are entitled to
• An improved version of the Old Age Security Benefits Estimator on Canada.ca is included within the Retirement Hub, offering new features including spousal estimates, the partial Old Age Security pension, and the additional Guaranteed Income Supplement
• Bundling these services and benefits in a single web application focused on a notable life event also advances a new Mandate Letter Commitment of mine, specifically that government places Canadians at the core of how we design and deliver their services, with an emphasis on delivering services where and when Canadians need them

Key facts

The Retirement Hub is an accessible user-friendly online tool designed to:

• help Canadians understand how to plan, apply for, and receive the retirement income security benefits they are entitled to
• serve all Canadians and reach underserved communities and communities of care, as they become aware of various retirement benefits
• offer a variety of retirement planning tools such as the Retirement ready quiz, Old Age Security Benefits Estimator and the Canadian Retirement Income Calculator to assist Canadians in obtaining personalized results tailored to their unique needs
• current data indicates that the Retirement Hub is welcoming over 800 visitors each day. Since its launch in June, it has had over 150,000 site visits
• the improved version of the OAS Benefits Estimator, which is part of the Retirement Hub's suite of tools, has had over 200,000 unique visitors since launching this summer
• visitors to the Retirement Hub are exploring the various services and benefits available related to retirement, taking the personalization quiz, and receiving a checklist of steps tailored to their individual needs and vision of this stage of their lives

Key messages

• Together with the Labour Program and Service Canada, ESDC's services help Canadians move through life's transitions, from school to work, from one job to another, from unemployment to employment and from the workforce to retirement
• The release of the Retirement Hub and improved tools such as the OAS Benefits Estimator is a testament to ESDC's commitment to transforming the way we deliver services to Canadians. Leading changes that will improve the lives of Canadians and their interactions with the Federal Government is a core element of ESDC's operational mandate
• As an online single point of access, the Retirement Hub's bundled suite of tools provides seniors, near seniors, and those who support them with an abundance of retirement information at their fingertips. This not only improves their experiences as an ESDC client, but also empowers them with the knowledge to make informed decisions on their retirement needs
• The Retirement Hub's self-serve component helps free up lines on 1 800 O-Canada for those Seniors who may not have access to technology in underserved communities
• The Retirement Hub is a scalable model and complimentary resource to other departmental tools and is a meaningful first step in centralizing thematic information for Seniors
• These initiatives are prime examples of how innovation, collaboration, and a focus on improving end-to-end experiences not only elevates our quality of client experience, but also supports us in achieving operational excellence

Table of contents

• List of abbreviations
• Issue
• Background
• Key facts
• Key messages

List of abbreviations

This is the complete list of abbreviations for the C15. Digital Services

CDS:

Canadian Digital Service

CPP:

Canadian Pension Plan

EI:

Employment Insurance

MCSA:

My Service Canada Account

OAS:

Old Age Security System

SC:

Service Canada

Issue

Digital Services: Enabling Canadians to access modern, reliable and secure digital services is a government priority.

Background

• For many Canadians, digital services are the most convenient service channel, as they can apply at a time most convenient for them, without having to travel to a Service Canada (SC) centre or wait on the phone. Despite this, as outlined in the Government of Canada's Digital Ambition 2022, roughly 68% of Canadians had difficulty accessing services online
• The government faces many challenges in advancing digital services. For example, the age of systems running Canada's largest benefits programs hinders efforts to improve service delivery. The current Old Age Security system (OAS) is nearly 60 years old, and runs on a mainframe computer using COBOL, one of the earliest computer programming languages. Employment Insurance (EI) uses over 150 custom system solutions built over the past 50 years
• We are making progress, however. SC is undertaking one of the most ambitious IT transformation projects that the Government of Canada has ever embarked upon: to upgrade and modernize our Benefits Delivery Systems, which manage and deliver benefits like OAS, EI, and the Canadian Pension Plan (CPP)
• We've also taken steps to recruit and develop our digital talent to enhance service delivery more broadly across government. Officially joining SC in July 2023, the Canadian Digital Service (CDS) was established in 2017 to change the way that government designs and delivers services. CDS builds platforms that address common client needs when interacting with government, helping provide clients with a more consistent experience across government, and partners with individual departments to accelerate and strengthen digital service initiatives using modern design methods

Key facts

• The government is redoubling efforts to improve the digital experience for clients and enhance the reliability and security of services and the systems that support them. In June 2023, 600,000 Canadians were successfully transitioned to the modernized benefits system with the first phase of the OAS roll out. The migration is scheduled to conclude for all client segments in December 2024, followed by a nine-month stabilization period. EI and CPP will follow onto the new platform through iterative releases between 2025 and 2030
• We're scaling work that makes engaging with the government more consistent and seamless. This includes making it easier for clients to find the relevant information and services they need online, to apply for digital services, and to stay updated on the status of their application digitally, reducing the need to phone in or visit an in-person centre
• In April 2023, CDS launched work that will guide the transformation of the government's web presence for the public, including its flagship website Canada.ca. This work will help improve the speed and success rate with which clients can undertake many service tasks, such as looking up whether they are eligible for services. The recently launched OAS Benefits Estimator on the Retirement Hub site enables clients to quickly access vital information and plan for their futures with more certainty. Clients are now able to find the answer they need (85% success rate of use), with 215,000 visits since launch, and 80% of clients finding the Estimator easy or very easy to use
• We're helping clients start and finish service applications online. GC Forms is a tool that allows government departments and agencies to build simple, accessible, secure, online forms, making it easier for people and businesses to submit applications and complete other service transactions. These modern, accessible, ready-made web forms have begun to replace the thousands of PDF and paper forms across government that lead people away from the digital channel and contribute to service delays from manual data entry errors. Currently, there are over 200 live Forms used by 48 different departments across the Government of Canada
• We're enabling clients to stay up to date 24/7. Through the GC Notify tool, clients can sign up for email and text notifications for services and has supported numerous initiatives across government, from helping Canadians stay up to date with product recalls, to supporting the Afghanistan withdrawal. As of January 2024, GC Notify had approximately 450 live services across more than 50 departments and agencies to help people keep up to date
• We're working to reduce the numerous user names and passwords clients must remember, and improving the experience when clients log-in to their account. With public testing starting in December 2023, the Service Canada Client Hub will be the client dashboard for My Service Canada Account (MCSA) 2.0. It will provide a personalized, unified and consistent experience for all benefits and services. The initial launch will improve the wayfinding for clients who choose to opt-in to the MSCA 2.0 experience. Over time, this will iterate to a fully personalized, data-driven experience which addresses everyday client queries at-a-glance

Key messages

• Canadians expect modern services that meet their needs when they need them. The government is committed to doing so regardless of which channel they choose or which government organization they're interacting with
• We're working to meet these expectations in many ways, including through large transformations to the services people most commonly access such as EI, OAS, and CPP, and by implementing government-wide service initiatives so that clients are provided with a more consistent, reliable and secure digital service experience when interacting with any department or agency

Issue

To provide an update on Social Insurance Number (SIN) Processing Standards with data from the week of the 12th of January 2024

Background

• Introduced in 1964, the Social Insurance Number (SIN) is a 9-digit number used as a file number for a variety of Government of Canada programs and benefits
• The SIN plays a vital role in the sound management of many programs and services across the federal government. This includes ensuring that Canadians' accounts are accurately identified and sharing data for administration purposes
• The SIN Program processed 2.6 million SIN transactions in 2022-2023. This includes the issuance of over 1.5 million SINs, changes to existing SIN records such as name changes, renewals, and requests for replacement or confirmations of SIN
• This work is aligned with the mandate commitment to ensure that service and benefit delivery systems are resilient, secure, and reliable, reaching all Canadians regardless of where they live

Key facts

• The Social Insurance Number program has 4 service delivery channels with service standards associated to each:
  • mail: Social Insurance Numbers are issued for clients that apply by mail (in Canada and overseas) within 20 business days of Service Canada receiving the application (based on complete applications with all supporting documentation)
  • in-person: Social Insurance Numbers are issued in one in-person visit (based on complete applications with all supporting documentation)
  • SIN@Birth: Social Insurance Numbers are issued for clients that apply through the Newborn Registration Service within 10 business days of receiving the information from the province of birth
  • online (eSIN): Social Insurance Numbers are issued for clients that apply online within 5 business days from the date of application (based on complete application with all supporting documents)
• SIN program service standard results for the week ending January 12, 2024, are:
  • mail: 98% (target 90%)
  • in-person: 98.5% (target 95%)
  • SIN@Birth: 100% (target 99%)
  • eSIN: 96.5% (target 90%)

Key messages

ESDC strives to meet all service standards associated with the SIN program and works diligently to identify improvements to ensure successful SIN delivery to clients

Issue

Improvements to the death registration process are needed to simplify death notification to government programs, ensuring timely survivor benefits, reducing opportunities for fraud, and avoiding overpayments to the deceased

Background

• The process of notifying governments of a death can be a confusing and frustrating service experience for clients. As such, the Government of Canada is working with the Provinces and Territories to simplify the process for Canadians
• To simplify this process, ESDC has also developed an improved web presence with a dedicated bereavement webpage that outlines how to report a death to various federal departments and programs
• This work relates to the mandate commitments of exploring opportunities to organize the delivery of services in more convenient ways for Canadians and ensuring that we place Canadians at the core of how we design and deliver their services, with emphasis on delivering services where and when Canadians need them

Key facts

• In February 2019, the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities (HUMA) released a report "Supporting Families after the Loss of a Child". The Committee found that bereaved parents have difficulty navigating the process of reporting a death and can incur financial hardship, which may be compounded with the need to repay overpayments
• Each Province and Territory has its own death registration process, which must be completed before they can notify Employment and Social Development Canada (ESDC) and the Canada Revenue Agency (CRA) as well as provide death certificates to loved ones. Delays in receiving these notifications can range, on average, between 6 to 90 days depending on the complexity of the case. To complete the death notification process with the federal government, Canadians are often required to notify the government on a program-by-program basis
• ESDC is working with the provinces and territories to improve the timeliness of death notification. Since April 2020, ESDC has signed agreements with seven provinces to provide funding in support of the development and implementation of modern electronic death registration systems
• ESDC was approved for $8.9 million to facilitate this work in Budget 2023 and accessed these funds through 2023 to 2024 Supplementary Estimates B

Key messages

• The Government recognizes that losing a loved one is difficult. Death has a profound impact on families and their communities. The Government is committed to ensuring that benefits are administered in a timely manner and that the affairs of the deceased can be settled as painlessly as possible
• The federal government is working with the provinces and territories to improve the death reporting process. This will take time. The Government provides Canadians with the information they need in one convenient place to help them report a death to the federal government
• The federal government is working to improve information sharing between governments and departments to make sure the Government can provide benefits quickly, offer seamless notification, and avoid overpayments

Issue

Why does Employment and Social Development Canada (ESDC) require additional authorities in the Supplementary Estimates (B) for fiscal year ending March 31, 2024?

Key facts

Supplementary Estimates seek parliamentary approval for changes to departmental spending plans for the current fiscal year.

ESDC is requesting a total of $409.7 million in additional authorities through the Supplementary Estimates (B).

• An increase of $106.5 million in Vote 1 Operating expenditure
• An increase of $295.7 million in Vote 5 Grants and Contributions
• An increase of $7.5 million in Statutory items

Response

ESDC is requesting adjustments for:

Background

Key quotes

Nil

2023 Mandate letter commitments

Work with the President of the Treasury Board to drive the digitalization of government services, with particular emphasis on accelerating and expanding the use of Canadian Digital Service across government (a similar commitment was in 2021 mandate letter)

Supported by the Minister of Employment, Workforce Development and Official Languages, lead the ongoing development and implementation of modern, resilient, secure, and reliable services and benefit delivery systems for Canadians and ensure those services and benefits reach all Canadians regardless of where they live (this commitment was in the 2021 mandate letter)

Encourage more agile, open and user-focused methods when designing services for Canadians (a similar commitment was in 2021 mandate letter)

Work with the Minister of Seniors to provide seniors with a single point of access to a wide range of government services and benefits