EI Monitoring and Assessment Report 2012Annex 4 — Key Program Administration Data and Results
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Annex 4.1 Service Delivery
Annex 4.1 Service Delivery1
Service Delivery1 | ||||||||||||||||||||
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In-person EI Requests2 | Service Canada Web Site Visits3 | My Service Canada Account Logins4 | Points of Service for EI Program Delivery5 | |||||||||||||||||
% Change | (in millions) | % Change | (in millions) | % Change | (in millions) | % Change | (#) | |||||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | ||||||||||||||||||||
Atlantic | 4.4 | 1.0 | 0.9 | 0.9 | 0.7 | n/a | 20.9 | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | -3.3 | 88 | 91 | 91 | 91 |
Quebec | 9.4 | 1.6 | 1.4 | 1.4 | 1.3 | n/a | 28.7 | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | 1.7 | 117 | 115 | 115 | 116 |
Ontario | -4.5 | 1.6 | 1.7 | 1.9 | 1.6 | n/a | 18.9 | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | -2.0 | 198 | 202 | 201 | 194 |
Western | -4.0 | 1.5 | 1.6 | 1.7 | 1.3 | n/a | 8.6 | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | -1.3 | 222 | 225 | 223 | 208 |
NATIONAL | 0.6 | 5.7 | 5.7 | 5.9 | 5.1 | 14.2 | 76.5 | 67.0 | 55.1 | 33.0 | 46.7 | 23.4 | 15.9 | 14.7 | 9.9 | -1.3 | 625 | 633 | 630 | 609 |
Source: EI administrative data.
1 Discrepancies between totals and the sum of regional values may be due to rounding.
2 These values could reflect multiple requests by the same client.
3 Regional breakdowns for Service Canada web site visits were not available prior to 2011-2012, as the data capturing tool in previous years was not able to track visits at the regional level. (In 2011, Service Canada replaced the old data capturing tool).
4 Regional breakdowns for My Service Canada Account (MSCA) logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be a requirement in order to capture regional data.
5 The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Schedule Outreach sites and Service Canada Community Offices.
Annex 4.2 Call Centres
Annex 4.2 Call Centres
Enquiries Resolved via Telephone Information Service1 | Calls Answered (EI Specialized Call Centres)2 | 1 800 O-Canada EI-Related Calls | |||||||||||||
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% Change | (in millions) | % Change | (in millions) | % Change | (#) | ||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | |||||||||||||||
Atlantic | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | 97.5 | 57,093 | 28,915 | 23,497 | 17,159 |
Quebec | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | 74.9 | 183,459 | 104,889 | 79,733 | 57,261 |
Ontario | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | 31.8 | 170,894 | 129,679 | 113,416 | 118,775 |
Western | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | n/a | 59.8 | 164,518 | 102,975 | 79,377 | 61,012 |
NATIONAL | 35.6 | 25.5 | 18.8 | 18.8 | 22.1 | -22.1 | 5.3 | 6.8 | 7.7 | 6.4 | 57.2 | 575,964 | 366,458 | 296,023 | 254,207 |
Source: EI administrative data.
1, 2 Regional breakdowns for Enquiries Resolved via the Telephone Information Service and Calls Answered in the EI Specialized Call Centres are not available as calls are distributed across the call centre network based on availability of resources in individual sites regardless of where the call originates from. Variations in data from site to site are related to a number of factors such as the type of calls handled at sites, hours of service, planned activities as well as unanticipated outages or technical issues. Within this context, site specific performance data does not represent the true level of performance from site to site, nor is it representative of the service provided to clients from a specific area or region.
Annex 4.3 Mobile Outreach Services
Annex 4.3 Mobile Outreach Services
EI General Information Sessions - Citizens1 | Number of Employers Reached (All EI Types)2 | Number of Employees Facing Layoff Reached3 | |||||||||||||
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% Change | (#) | % Change | (#) | % Change | (#) | ||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | |||||||||||||||
Atlantic | -15.4 | 204 | 241 | 82 | n/a | -54.6 | 2,069 | 4,554 | 1,067 | n/a | 12.7 | 3,666 | 3,254 | 1,617 | n/a |
Quebec | -39.3 | 353 | 582 | 151 | n/a | -85.8 | 6,627 | 46,802 | 6,974 | n/a | -35.6 | 11,012 | 17,089 | 3,723 | n/a |
Ontario | 2.8 | 880 | 856 | 664 | n/a | -71.9 | 4,452 | 15,838 | 9,903 | n/a | 22.3 | 30,512 | 24,948 | 16,684 | n/a |
Western | -25.1 | 268 | 358 | 131 | n/a | 19.3 | 4,697 | 3,936 | 2,521 | n/a | -0.6 | 4,519 | 4,546 | 3,268 | n/a |
NATIONAL | -16.3 | 1,705 | 2,037 | 1,028 | n/a | -74.9 | 17,845 | 71,130 | 20,465 | n/a | -0.3 | 49,709 | 49,837 | 25,292 | n/a |
Source: EI administrative data.
1, 2, 3 Regional breakdown is not available for 2008/09 as Service Canada was not yet engaging in Mobile Outreach Services.
Annex 4.4 Employer Services
Annex 4.4 Employer Services
New ROE Web Registrations | ROEs Submitted Electronically by Employers1 | eROE Percentage of Total ROEs Received | |||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
% Change | (#) | % Change | (#) | % Change | (%) | ||||||||||
2010/11–2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | |||||||||||||||
Atlantic | -0.8 | 3,095 | 3,121 | 3,388 | 1,886 | 11.7 | 298,035 | 266,814 | 229,181 | 195,803 | 0.2 | 3.3 | 3.1 | 2.6 | 2.1 |
Quebec | -11.5 | 9,729 | 10,990 | 9,708 | 9,046 | 12.3 | 1,228,768 | 1,094,345 | 969,165 | 850,819 | 1.0 | 13.7 | 12.7 | 11.1 | 8.9 |
Ontario | -0.9 | 18,916 | 19,082 | 15,578 | 7,968 | 16.8 | 2,783,048 | 2,382,366 | 2,013,771 | 1,667,124 | 3.3 | 31.0 | 27.7 | 23.0 | 17.5 |
Western | 55.1 | 13,278 | 8,563 | 10,373 | 8,412 | 15.0 | 1,492,567 | 1,297,497 | 1,158,391 | 1,134,171 | 1.5 | 16.6 | 15.1 | 13.2 | 11.9 |
Total2 | 7.9 | 45,099 | 41,811 | 39,127 | 27,385 | 14.6 | 5,904,104 | 5,150,249 | 4,474,091 | 3,951,815 | 5.8 | 65.8 | 60.0 | 51.0 | 0.4 |
Source: EI administrative data.
1 Electronic Record of Employment (eROEs) consist of WEB eROEs and Secure Automated Transfer (SAT) eROEs.
2 Some employers are located in the United States with employees in Canada, resulting in the small variances found in the totals as their data is not captured in the regional breakdown.
Annex 4.5 EI Claims Processing
Annex 4.5 EI Claims Processing
EI Claims Processed | Payment Accuracy Rates1 | Processing Accuracy Rates2 | Speed of Payment | Claimants receiving Benefits through Direct Deposit | |||||||||||||||||||||
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% Change | (#) | % Change | (%) | % Change | (%) | % Change | (%) | % Change | (%) | ||||||||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | |||||||||||||||||||||||||
Atlantic | 0.1 | 385,658 | 385,114 | 390,928 | 384,085 | n/a | n/a | n/a | n/a | n/a | -4.1 | 90.8 | 94.9 | n/a | n/a | -11.5 | 73.7 | 85.2 | 88.0 | 76.8 | 6.2 | 88.0 | 81.8 | 79.2 | 74.1 |
Quebec | -0.8 | 839,999 | 847,166 | 917,813 | 880,628 | n/a | n/a | n/a | n/a | n/a | -2.7 | 90.5 | 93.2 | 91.4 | 91.7 | -12.8 | 71.3 | 84.1 | 86.1 | 81.7 | 4.7 | 91.2 | 86.5 | 84.1 | 84.3 |
Ontario | 0.3 | 914,101 | 911,555 | 1,097,182 | 1,062,560 | n/a | n/a | n/a | n/a | n/a | -3.8 | 80.6 | 84.4 | 84.0 | 82.0 | -12.8 | 71.1 | 83.9 | 84.8 | 77.7 | 5.9 | 88.5 | 82.6 | 80.4 | 80.1 |
Western | -5.4 | 717,352 | 758,560 | 888,774 | 731,988 | n/a | n/a | n/a | n/a | n/a | -1.4 | 84.9 | 86.3 | n/a | n/a | -13.6 | 69.5 | 83.1 | 79.7 | 77.3 | 5.9 | 88.0 | 82.1 | 79.1 | 78.7 |
NATIONAL | -1.6 | 2,857,110 | 2,902,395 | 3,294,697 | 3,059,261 | 1.2 | 95.2 | 94.0 | 96.1 | 95.7 | -2.9 | 85.9 | 88.8 | 87.9 | 87.1 | -12.8 | 71.1 | 83.9 | 84.2 | 78.6 | 5.7 | 88.9 | 83.2 | 80.7 | 79.7 |
Source: EI administrative data.
1 The EI Payment Accuracy Review (EI PAAR) program cannot provide results at a regional level as the sample size (a random sample of 500 EI claims per year) is insufficient to provide statistically valid results. Results are only available at a national level with a level of confidence of 95% and a margin of error of ±5%.
2 Prior to fiscal year 2010/11, results were presented by province, not by region.
Annex 4.6 Electronic Services
Annex 4.6 Electronic Services
Applications Submitted Online | Partially or Fully Automated Claims | Use of Electronic Reporting | |||||||||||||
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% Change | (#) | % Change | (%) | % Change | (%) | ||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | |||||||||||||||
Atlantic | 0.0 | 382,538 | 382,706 | 381,965 | 382,422 | 1.0 | 66.8 | 65.8 | 54.1 | 40.5 | 0.0 | 99.9 | 99.9 | 99.8 | 99.8 |
Quebec | -0.9 | 825,724 | 833,564 | 882,232 | 868,262 | 1.4 | 60.5 | 59.1 | 47.2 | 35.6 | 0.0 | 99.9 | 99.9 | 99.8 | 99.8 |
Ontario | 1.0 | 900,231 | 891,263 | 1,038,095 | 1,057,391 | 2.3 | 59.0 | 56.7 | 44.0 | 32.5 | 0.1 | 99.9 | 99.8 | 99.8 | 99.8 |
Western | -5.7 | 712,310 | 755,294 | 847,516 | 751,078 | 1.9 | 55.8 | 53.9 | 39.2 | 28.6 | 0.3 | 99.8 | 99.5 | 99.3 | 99.1 |
NATIONAL | -1.5 | 2,820,803 | 2,862,827 | 3,149,808 | 3,059,153 | 1.8 | 59.7 | 57.9 | 44.8 | 33.5 | 0.1 | 99.9 | 99.8 | 99.7 | 99.6 |
Source: EI administrative data.
Annex 4.7 Integrity Operations
Annex 4.7 Integrity Operations
Investigations Completed | Value of Overpayments Imposed | Value of Penalties Imposed | Total Savings | |||||||||||||||||
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% Change | (#) | % Change | ($ millions) | % Change | ($ millions) | % Change | ($ millions) | |||||||||||||
2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | 2010/11– 2011/12 | 2011/12 | 2010/11 | 2009/10 | 2008/09 | |
Region | ||||||||||||||||||||
NIS1 | 6.6 | 38,584 | 36,200 | 36,325 | 33,736 | 16.8 | 17.1 | 14.6 | 14.7 | 82.1 | 56.1 | 5.3 | 3.4 | 3.6 | 2.3 | 26.8 | 30.9 | 24.4 | 24.9 | 12.6 |
Atlantic | -38.3 | 49,162 | 79,732 | 87,312 | 101,721 | -7.6 | 26.2 | 28.4 | 23.6 | 22.9 | 2.6 | 8.4 | 8.2 | 6.6 | 6.5 | -15.5 | 49.5 | 58.6 | 64.4 | 60.8 |
Quebec | -36.2 | 90,988 | 142,698 | 174,213 | 187,102 | -7.1 | 49.8 | 53.6 | 59.7 | 58.0 | 6.0 | 15.7 | 14.8 | 16.0 | 1.8 | -14.3 | 98.3 | 114.6 | 124.4 | 125.6 |
Ontario | -27.7 | 103,658 | 143,293 | 150,205 | 139,278 | -14.8 | 58.6 | 68.8 | 54.7 | 47.4 | -6.0 | 16.1 | 17.1 | 12.0 | 11.8 | -14.2 | 107.8 | 125.7 | 113.0 | 95.5 |
Western | -18.4 | 84,661 | 103,700 | 104,619 | 120,994 | -26.8 | 40.7 | 55.5 | 49.5 | 52.5 | -18.4 | 10.7 | 13.2 | 9.6 | 12.3 | -23.9 | 99.1 | 130.2 | 112.5 | 116.5 |
NATIONAL | -27.4 | 367,053 | 505,623 | 552,674 | 582,831 | -13.0 | 192.3 | 221.0 | 202.2 | 262.9 | -0.8 | 56.2 | 56.6 | 47.8 | 34.7 | -15.0 | 385.6 | 453.5 | 439.2 | 410.9 |
Source: EI administrative data.
1 National Investigative Services (NIS)
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