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EI Monitoring and Assessment Report 2012/13 Annex 4 - Key Program Administration Data and Results

Notice: Refer to the Table of contents to navigate through the EI Monitoring and Assessment Report 2012/13.

  • Annex 4.1 Service Delivery
    Annex 4.1 Service Delivery1
    In-person EI Requests2 Service Canada Web Site Visits3 Web Site Visits that Included the EI Index Page4 My Service Canada Account Logins5,6 Points of Service for EI Program Delivery7
    % Change (in millions) % Change (in millions) % Change (in millions) % Change (in millions) % Change (number)
    2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region
    Atlantic -20.0 0.8 1.0 0.9 0.9 0.7 -7.4 8.0 8.6 n/a n/a n/a -11.1 0.8 0.9 n/a n/a n/a n/a n/a n/a n/a n/a n/a 0.0 88 88 91 91 91
    Quebec -18.8 1.3 1.6 1.4 1.4 1.3 2.7 19.4 18.9 n/a n/a n/a -4.2 2.3 2.4 n/a n/a n/a n/a n/a n/a n/a n/a n/a -8.5 107 117 115 115 116
    Ontario -15.0 1.4 1.6 1.7 1.9 1.6 0.9 29.0 28.7 n/a n/a n/a 7.1 3.0 2.8 n/a n/a n/a n/a n/a n/a n/a n/a n/a -0.5 197 198 202 201 194
    Western -13.3 1.3 1.5 1.6 1.7 1.3 -0.8 20.7 20.9 n/a n/a n/a -4.5 2.1 2.2 n/a n/a n/a n/a n/a n/a n/a n/a n/a -2.7 216 222 225 223 208
    NATIONAL -14.0 4.9 5.7 5.7 5.9 5.1 0.7 77.1 76.5 67.0 55.1 33.0 -1.2 8.2 8.3 n/a n/a n/a -19.1 18.9 23.4 15.9 14.7 9.9 -2.7 608 625 633 630 609
    • 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. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
    • 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).
    • 4Represents the number of websites visits for general EI information. The total value assumes no cross-over between English and French pages. Regional breakdowns are estimates based on samples of approximately 500,000 page requests per month. These statistics were not available prior to 2011/12.
    • 5An estimated 88% of the activity on MSCA continued to be related to EI functions. Regional breakdowns for 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 needed in order to capture regional data.
    • 6For analysis of data, please refer to section II, 1.1.1 EI: Electronic Services of Chapter 4, Program Administration.
    • 7The values represent existing points of service as of March 31st for each fiscal year.
  • Annex 4.2 Call Centres
    Annex 4.2 Call Centres
    Enquiries Resolved via Telephone Information Service1 Calls Answered (EI Specialized Call Centres)2 First Contact Resolution - EI Specialized Call Centres3,4 1 800 O-Canada EI-Related Calls First Call Resolution5 - 1 800 O-Canada EI-Related Calls
    % Change (in millions) % Change (in thousands) % Change (%) % Change (in thousands) % Change (%)
    2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 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 n/a n/a n/a n/a n/a n/a n/a n/a 0.3 57 57 29 23 17 38.5 13.6 9.9 12.1 10.0 7.8
    Quebec n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -17.3 152 183 105 80 57 53.3 13.7 8.9 13.6 12.8 15.7
    Ontario n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a 3.1 176 171 130 113 119 24.0 13.9 11.3 10.3 7.5 4.0
    Western n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a -0.9 163 165 103 79 61 33.0 14.0 10.6 12.6 10.0 7.7
    NATIONAL -11.4 22.6 25.5 18.8 18.8 22.1 -19.7 4,248 5,290 6,803 7,644 6,408 n/a 84.4 n/a n/a n/a n/a -4.8 548 576 366 296 254 90.7 19.4 10.2 12.0 9.8 7.8
    • Source: EI administrative data.
    • 1 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 and not 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.
    • 2 The first contact resolution metric was not fully implemented until 2012/13. It was introduced partway through 2011/12. As a result, the metric for that year is not fully comparable to those for subsequent years.
    • 3 EI Related Calls received on 1 800 O-Canada are based on program activities (enquiries) and more than one program activity may apply to a call. First Call Resolution was derived from program activity statistics that indicated only program information was provided to a caller to satisfy an EI related enquiry and a referral to the program was not required. While one enquiry may have been resolved at first contact, a caller may still have additional enquiries related to EI or other Government of Canada programs and services. A recent increase in first call resolution may be related to the new EI measures and an increase in related announcements.
  • Annex 4.3 Mobile Outreach Services
    Annex 4.3 Mobile Outreach Services
    All EI Information Sessions - Citizens1 Workers Facing Mass Layoffs Reached3 Employers Reached2
    % Change (number) % Change (number) % Change (number)
    2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012 / 13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region
    Atlantic -4.6 209 219 254 82 n/a 100.6 1,382 689 1,054 1,617 n/a -48.3 154 298 351 1,067 n/a
    Quebec -20.8 461 582 849 151 n/a -15.7 6,331 7,509 11,710 3,723 n/a -57.7 771 1,822 35,158 6,974 n/a
    Ontario -1.8 1,003 1,021 963 664 n/a 25.7 6,621 5,267 3,773 16,684 n/a -55.1 962 2,144 4,291 9,903 n/a
    Western 3.9 318 306 413 131 n/a 20.3 2,598 2,160 2,309 3,268 n/a 41.1 594 421 595 2,521 n/a
    NATIONAL -6.4 1,991 2,128 2,479 1,028 n/a 8.4 16,932 15,625 18,846 25,292 n/a -47.0 2,481 4,685 40,395 20,465 n/a
    • Source: EI administrative data.
    • 1 Regional breakdowns are not available for 2008/09 as Service Canada was not yet engaging in Mobile Outreach Services.
  • Annex 4.4 Electronic Records of Employment (E-ROEs)
    Annex 4.4 Electronic Records of Employment (E-ROEs)1
    New ROE Web Registrations ROEs Submitted Electronically by Employers2 % Distribution of Paper ROEs vs. Electronic ROEs by Regions3
    % Change (number) % Change (number) % Change for E-ROE 5 % Change for Paper5 (%)
    2011/ 12 – 2012/13 2012/ 13 2011/ 12 2010/ 11 2009/ 10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region E-ROEs Paper E-ROEs Paper E-ROEs Paper E-ROEs Paper E-ROEs Paper
    Atlantic -5.6 2,924 3,095 3,121 3,387 1,886 5.4 378,528 359,101 321,480 271,037 227,769 5.0 9.0 59.1 40.9 55.5 44.5 50.0 50.0 42.4 57.6 34.6 65.4
    Quebec 7.0 10,404 9,727 10,990 9,707 9,046 7.4 1,532,848 1,427,301 1,252,792 1,101,695 961,772 7.0 8.0 64.8 35.2 61.2 38.8 55.6 44.4 48.8 51.2 40.9 59.1
    Ontario -37.9 11,749 18,918 19,082 15,584 7,968 3.3 2,232,140 2,161,339 1,860,450 1,612,055 1,339,935 3.0 14.0 70.5 29.5 66.4 33.6 60.6 39.4 50.4 49.6 38.1 61.9
    Western 4.3 13,853 13,278 8,563 10,369 8,412 8.9 1,973,827 1,812,232 1,575,802 1,368,157 1,308,633 9.0 11.0 75.3 24.7 71.3 28.7 65.2 34.8 55.9 44.1 47.7 52.3
    Total4 -13.7 39,000 45,097 41,809 39,125 27,386 5.8 6,247,235 5,904,097 5,150,249 4,474,093 3,951,815 6.0 11.0 69.7 30.3 65.8 34.2 60.0 40.0 51.0 49.0 41.4 58.6
    • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS)
    • 1 For actual volumes of electronic versus paper ROEs submitted, broken down by Region, please refer to section II, 2.1 Electronic Record of Employment of Chapter 4, Program Administration.
    • 2 Electronic Record of Employment (E-ROEs) consist of Web E-ROEs and Secure Automated Transfer (SAT) E-ROEs.
    • 3 E-ROE and Paper Distribution by Region based on postal code and on telephone area code.
    • 4 Some employers are located in the United States but have employees in Canada. This leads to small variances in the totals, as their data are not captured in the regional breakdowns.
    • 5 The % change represents the percentage change of volumes of paper and E-ROEs.
  • Annex 4.5 EI Claims Processing
    Annex 4.5 EI Claims Processing
    EI Claims Processed Payment Accuracy Rate1,2 Processing Accuracy Rates3 Speed of Payment Claimants receiving Benefits through Direct Deposit
    % Change (number) % Change (%) % Change (%) % Change (%) % Change (%)
    2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region
    Atlantic -4.6 367,938 385,658 385,114 390,928 384,085 n/a n/a n/a n/a n/a n/a 4.3 94.7 90.8 94.9 n/a n/a 5.1 77.5 73.7 85.2 88.0 76.8 2.6 90.3 88.0 81.8 79.2 74.1
    Quebec -1.2 829,635 839,999 847,166 917,813 880,628 n/a n/a n/a n/a n/a n/a 1.1 91.5 90.5 93.2 91.4 91.7 15.6 82.4 71.3 84.1 86.1 81.7 1.6 92.7 91.2 86.5 84.1 84.3
    Ontario -4.1 876,935 914,101 911,555 1,097,182 1,062,560 n/a n/a n/a n/a n/a n/a -0.1 80.5 80.6 84.4 84.0 82.0 -0.7 70.6 71.1 83.9 84.8 77.7 2.6 90.8 88.5 82.6 80.4 80.1
    Western -3.2 694,316 717,352 758,560 888,774 731,988 n/a n/a n/a n/a n/a n/a -0.7 84.3 84.9 86.3 n/a n/a -1.6 68.4 69.5 83.1 79.7 77.3 1.8 89.6 88.0 82.1 79.1 78.7
    NATIONAL -3.1 2,768,824 2,857,110 2,902,395 3,294,697 3,059,261 -1.2 94.1 95.2 94.0 96.1 95.7 1.2 86.9 85.9 88.8 87.9 87.1 4.8 74.5 71.1 83.9 84.2 78.6 2.2 90.9 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 For analysis of the Payment Accuracy Rate by source, please refer to section III, 1.1 EI Payment Accuracy Review of Chapter 4, Program Administration.
    • 3 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
    % Change (%) % Change (%)
    2011/12–2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12–2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region
    Atlantic 0.3 98.8 98.5 98.3 98.4 98.3 10.9 74.1 66.8 65.8 54.1 40.5
    Quebec 0.2 97.9 97.7 97.2 96.7 97.0 8.4 65.6 60.5 59.1 47.2 35.6
    Ontario 0.5 98.4 97.9 96.2 96.4 96.6 11.0 65.5 59.0 56.7 44.0 32.5
    Western 0.5 98.6 98.1 97.7 97.1 97.7 10.4 61.6 55.8 53.9 39.2 28.6
    NATIONAL 0.4 98.4 98.0 97.2 96.9 97.2 10.1 65.7 59.7 57.9 44.8 33.5
    • 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
    % Change (number) % Change ($ millions) % Change ($ millions) % Change ($ millions)
    2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09 2011/12 – 2012/13 2012/13 2011/12 2010/11 2009/10 2008/09
    Region
    NIS 1 -13.7 33,304 38,584 36,200 36,325 33,736 -34.4 11.2 17.1 14.6 14.7 8.2 -30.5 3.7 5.3 3.4 3.6 2.3 -7.5 28.6 30.9 24.4 24.9 12.6
    Atlantic -10.7 43,920 49,162 79,732 87,312 101,721 -9.9 23.6 26.2 28.4 23.6 22.9 -7.5 7.8 8.4 8.2 6.6 6.5 6.9 52.9 49.5 58.6 64.4 60.8
    Quebec -11.2 80,833 90,988 142,698 174,213 187,102 9.9 54.7 49.8 53.6 59.7 58.0 -8.0 14.4 15.7 14.8 16.0 1.8 23.8 121.6 98.3 114.6 124.4 125.6
    Ontario -7.8 95,589 103,658 143,293 150,205 139,278 0.7 59.0 58.6 68.8 54.7 47.4 5.2 16.9 16.1 17.1 12.0 11.8 11.6 120.4 107.8 125.7 113.0 95.5
    Western -0.9 83,895 84,661 103,700 104,619 120,994 -2.1 39.8 40.7 55.5 49.5 52.5 -3.2 10.4 10.7 13.2 9.6 12.3 16.0 115.0 99.1 130.2 112.5 116.5
    NATIONAL -8.0 337,541 367,053 505,623 552,674 582,831 -2.1 188.3 192.3 221.0 202.2 189.0 -5.4 53.2 56.2 56.6 47.8 34.7 13.7 438.5 385.6 453.5 439.2 410.9
    • Source: EI administrative data.
    • 1 National Investigative Services (NIS)

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