Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2016 and ending March 31, 2017 Annex 4: Key program administration data and results
Annex 4.1.1 – Service Delivery: In-person Employment Insurance Requests1 (In Millions)
Region
2011/2012
2012/2013
2013/2014
2014/2015
2015/2016
2016/2017
% Change2
Atlantic
1.0
0.8
0.8
0.6
0.7
0.7
0.0%
Quebec
1.6
1.3
1.2
1.1
1.1
1.3
18.2%
Ontario
1.6
1.4
1.3
1.2
1.0
1.0
0.0%
Western
1.5
1.3
1.2
1.2
1.3
1.4
7.7%
Canada
5.7
4.9
4.6
4
4.1
4.4
7.3%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 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.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.1.2 – Service Delivery: My Service Canada Account Logins1 (In Millions)
Region
2011 to 2012
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change2
Atlantic
n/a
n/a
n/a
n/a
n/a
n/a
Quebec
n/a
n/a
n/a
n/a
n/a
n/a
Ontario
n/a
n/a
n/a
n/a
n/a
n/a
Western
n/a
n/a
n/a
n/a
n/a
n/a
Canada
23.4
18.9
21.2
28.4
29.3
3.2%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 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.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.1.3 – Points of Service for EI Program Delivery1 (Number)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change2
Atlantic
88
88
86
84
84
84
0.0%
Quebec
117
107
97
95
93
94
1.1%
Ontario
198
197
185
172
167
167
0.0%
Western
222
216
213
205
213
213
0.0%
Canada
625
608
581
556
557
558
0.2%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 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.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.2 – Call Centres
Annex 4.2.1 – Call Centres: Enquiries Resolved via Employment Insurance Voice Response System (In Millions)
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change1
Canada
29
22.6
22
20
18.6
18.6
0.3%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2015 to 2016 and 2016 to 2017.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 The first contact resolution metric was not fully implemented until 2012 to 2013. It was introduced partway through 2011 to 2012. As a result, the metric for that year is not fully comparable to those for subsequent years.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.2.4 – Call Centres: 1 800 O-Canada Employment Insurance Related Calls1 (In Thousands)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change2
Atlantic
57
57
60
53
54
46
−14.8%
Quebec
183
152
140
134
143
94
−34.3%
Ontario
171
176
195
185
189
138
−27.0%
Western
165
163
185
179
214
161
−24.8%
Canada
576
548
580
552
605
442
−26.9%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Data includes calls from within Canada only.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.2.5 – Call Centres: First Call Resolution – 1 800 O-Canada Employment Insurance Related Calls1 (%)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
Difference2
Atlantic
9.9%
13.6%
10.8%
8.8%
11.5%
17.6%
6.1
Quebec
8.9%
13.7%
11.5%
9.0%
11.1%
17.0%
5.9
Ontario
11.3%
13.9%
12.2%
9.2%
11.9%
17.7%
5.8
Western
10.6%
14.0%
12.2%
9.6%
12.7%
18.4%
5.7
Canada
10.2%
19.4%
11.9%
9.2%
11.9%
17.8%
5.9
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 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.
2 Difference between 2015 to 2016 and 2016 to 2017.
Annex 4.3 – Mobile Outreach Services
Annex 4.3.1 – Mobile Outreach Services: All Employment Insurance Information Sessions – Citizens (Number)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change1
Atlantic
219
209
114
119
133
115
−13.5%
Quebec
582
461
425
586
395
277
−29.9%
Ontario
1,021
1,003
1,029
632
470
381
−18.9%
Western
306
318
202
282
177
152
−14.1%
Canada
2,128
1,991
1,770
1,619
1,175
925
−21.3%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.3.2 – Mobile Outreach Services: Workers Facing Mass Layoffs Reached (Number)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change1
Atlantic
689
1,382
998
1,095
1,904
769
−59.6%
Quebec
7,509
6,331
5,668
6,972
4,290
2,408
−43.9%
Ontario
5,267
6,621
6,277
6,637
1,888
2,623
38.9%
Western
2,160
2,598
2,207
3,202
2,894
2,361
−18.4%
Canada
15,625
16,932
15,150
17,906
10,976
8,161
−25.6%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.3.3 – Mobile Outreach Services: Employers Reached (Number)
Region
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
% Change 1
Atlantic
298
154
134
47
204
46
−77.5%
Quebec
1,822
771
470
272
175
221
26.3%
Ontario
2,144
962
718
496
376
305
−18.9%
Western
421
594
241
136
115
183
59.1%
Canada
4,685
2,481
1,563
951
870
755
−13.2%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2015 to 2016 and 2016 to 2017.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.4 – Electronic Records of Employment (eROEs)
Annex 4.4.1 – Electronic Records of Employment (eROEs): New Record of Employment Web Registrations (Number)
2011 to 2012
2012 to 2013
2013 to 20141
2014 to 2015
2015 to 2016
2016 to 2017
% Change2
Canada
45,097
39,000
55,521
37,224
48,249
51,625
7.0%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) – Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 As of fiscal year 2014 to 2015, a change in methodology occurred. Consequently, the number of registrations is now based on the organization ID. Prior to fiscal year 2014 to 2015, new ROE Web registrations were counted based on the business number. To note: one organization may be comprised of more than one business number.
2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.4.2 – Electronic Records of Employment (eROEs): Records of Employment Submitted Electronically by Employers1 (Number)
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 20152
2015 to 2016
2016 to 2017
% Change3
Canada
5,904,097
6,247,235
6,868,995
7,490,971
8,122,245
8,726,202
7.4%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) – Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 Electronic Records of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
2 As of fiscal year 2014 to 2015, a change in methodology occurred. Consequently, the number of registrations is now based on the organization ID. Prior to fiscal year 2014 to 2015, new ROE Web registrations were counted based on the business number. To note: one organization may be comprised of more than one business number.
3 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.4.3 – Electronic Records of Employment (eROEs): % Distribution of Paper Records of Employment Versus Electronic Records of Employment (%)
2011 to 2012
2012 to 2013
2013 to 2014
2014 to 2015
2015 to 2016
2016 to 2017
Year-by-Year Comparison1
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
Canada
65.8
34.2
69.7
30.3
75
25
80.2
19.8
84.1
15.9
88.1
11.9
4.8%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) – Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
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% (Source: ESDC).
2 For analysis of the payment accuracy rate by source, please refer to section 4.6.1 of Chapter 4 of this report for more information.
3 Percentage change between 2015 to 2016 and 2016 to 2017.