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

Annex 4.1 Service Delivery
Service Delivery1
  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

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
% 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

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
% 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

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

Annex 4.5: EI Claims Processing
  EI Claims Processed Payment Accuracy Rates1 Processing Accuracy Rates2 Speed of Payment Claimants receiving Benefits through Direct Deposit
% 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

Annex 4.6: Electronic Services
  Applications Submitted Online Partially or Fully Automated Claims Use of Electronic Reporting
% 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

Annex 4.7: Integrity Operations
  Investigations Completed Value of Overpayments Imposed Value of Penalties Imposed Total Savings
% 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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