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

From: Employment and Social Development Canada

Annex 4.1 – Service Delivery
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.
Annex 4.2.2 – Call Centres: Calls Answered (Employment Insurance Specialized Call Centres) (In Thousands)
  2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change1
Canada 5,290 4,364 4,166 3,789 3,418 3,959 15.8%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.2.3 – Call Centres: First Contact Resolution – Employment Insurance Specialized Call Centres1 (%)
  2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2
Canada n/a 84.4 80.7 82.6 86.3 83.7 −3.0%
  • 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.
Annex 4.3.4 – Mobile Outreach Services: Work-Sharing Sessions – Citizens (Number)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change1
Atlantic 15 20 23 10 14 17 21.4%
Quebec 226 192 217 193 172 118 −31.4%
Ontario 129 82 90 55 75 52 −30.7%
Western 35 17 24 5 18 3 −83.3%
Canada 405 311 354 263 279 190 −31.9%
  • 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.
Annex 4.5 – Employment Insurance claims processing
Annex 4.5.11 – Employment Insurance claims processing: Claims processed (Number)
Region 2011/2012 2012/2013 2013/2014 2014/2015 2015/2016 2016/2017 % Change2
Atlantic 385,658 367,938 363,173 367,670 377,698 380,477 0.7%
Quebec 839,999 829,635 812,714 816,579 806,524 777,249 -3.6%
Ontario 914,101 876,935 891,160 903,317 886,613 868,584 -2.0%
Western 717,352 694,316 699,424 751,325 885,074 942,287 6.5%
Canada 2,857,110 2,768,824 2,766,471 2,838,891 2,955,909 2,968,597 0.4%
  • Source: Service Canada, EI administrative data.
  • 1 Annex 4.5 previously reported on "Claimants Receiving Benefits through Direct Deposit". This section is now included in Annex 4.6.3.
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.5.2 – Employment Insurance claims processing: Payment accuracy rates1, 2 (%)
Region 2011/2012 2012/2013 2013/2014 2014/2015 2015/2016 2016/2017 % Change3
Atlantic n/a 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 n/a
Ontario n/a 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 n/a
Canada 95.2 94.1 95.4 95.5 93.9 95.4 1.6%
  • Source: Service Canada, 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% (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.
Annex 4.5.3 – Employment Insurance claims processing: Processing accuracy rates (%)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change1 
Atlantic 90.8 94.7 97.0 94.7 95.6 94.0 -1.7%
Quebec 90.5 91.5 92.6 94.4 98.0 95.2 -2.9%
Ontario 80.6 80.5 81.8 82.6 83.8 77.7 -7.3%
Western 84.9 84.3 84.1 85.3 89.1 75.6 -15.2%
Canada 85.9 86.9 87.9 88.5 90.8 85.5 -5.8%
  • Source: Service Canada, EI administrative data.
  • 1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.5.4 – Employment Insurance claims processing: Speed of payment (%)
Region 2011/2012 2012/2013 2013/2014 2014/2015 2015/2016 2016/2017 % Change1
Atlantic 73.7 77.5 73.0 75.9 88.9 89.5 0.67%
Quebec 71.3 82.4 78.2 79.0 84.1 83.0 -1.34%
Ontario 71.1 70.6 67.8 69.9 83.5 82.1 -1.68%
Western 69.5 68.4 58.9 65.9 81.5 81.7 0.25%
Canada 71.1 74.5 69.3 72.3 83.8 83.2 -0.72%
  • Source: Service Canada, EI administrative data.
  • 1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.6 – Electronic services
Annex 4.6.1 – Electronic services: Applications submitted online (%)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change1 
Atlantic 98.5 98.8 98.8 98.7 98.8 98.6 -0.2%
Quebec 97.7 97.9 97.9 98.0 98.1 98.2 0.1%
Ontario 97.9 98.4 98.5 98.5 98.7 98.7 0.0%
Western 98.1 98.6 98.5 98.6 98.6 98.3 -0.3%
Canada 98 98.4 98.4 98.4 98.5 98.4 -0.1%
  • Source: Service Canada, EI administrative data.
  • 1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.6.2 – Electronic services: Partially or fully automated claims (%)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change1 
Atlantic 66.8 74.1 73.6 73.6 77.6 78.9 1.7%
Quebec 60.5 65.6 68.2 68.4 70.6 71.3 1.0%
Ontario 59.0 65.5 66.3 67.5 71.0 72.1 1.5%
Western 55.8 61.6 60.1 62.4 68.0 71.9 5.7%
Canada 59.7 65.7 66.2 67.2 70.8 72.7 2.7%
  • Source: Service Canada, EI administrative data.
  • 1 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.6.3 – Electronic services: Claimants receiving benefits through direct deposit1 (%)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2 
Atlantic 88.0 90.3 92.1 93.8 95.7 96.7 1.0%
Quebec 91.2 92.7 93.6 94.6 95.5 96.0 0.5%
Ontario 88.5 90.8 91.9 93.3 94.6 95.3 0.7%
Western 88.0 89.6 91.0 92.1 93.7 95.1 1.5%
Canada 88.9 90.9 92.1 93.4 94.7 95.6 1.0%
  • Source: Service Canada, EI administrative data.
  • 1 Prior to the 2013 to 2014 EI Monitoring and Assessment Report, this information was reported under Annex 4.5.
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.7 – Integrity operations
Annex 4.7.1 – Integrity operations: Investigations completed (Number)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2 
NIS1 38,584 32,510 29,464 32,289 39,675 38,815 -2.2%
Atlantic 49,162 44,569 29,452 27,342 23,084 25,119 8.8%
Quebec 90,988 80,868 65,148 62,503 57,303 62,822 9.6%
Ontario 103,658 95,657 65,152 66,643 102,491 94,463 -7.8%
Western 84,661 83,932 100,471 77,466 114,844 100,239 -12.7%
Canada 367,053 337,536 289,687 603,640 337,397 321,458 -4.7%
  • Source: Service Canada, EI administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.7.2 – Integrity operations: Value of overpayments imposed ($ Million)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2 
NIS1 13.3 11.2 9.0 15.9 15.8 13.6 -13.9%
Atlantic 20.4 23.6 20.0 13.9 11.5 16.6 44.3%
Quebec 38.8 54.7 43.2 39.9 41.6 43.2 3.8%
Ontario 45.7 59.0 44.9 30.1 40.2 58.7 46.0%
Western 31.7 39.8 40.6 28.7 53.3 79.2 48.6%
Canada 150 188.3 157.7 128.5 162.4 211.4 30.2%
  • Source: Service Canada, EI administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.7.3 – Integrity operations: Value of penalties imposed ($ Million)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2 
NIS1 4.1 3.7 2.3 4.9 4.7 3.0 -36.2%
Atlantic 6.6 7.8 5.3 5.3 3.6 4.1 13.9%
Quebec 12.2 14.4 11.9 11.1 10.2 10.1 -1.0%
Ontario 12.6 13.9 11.2 6.9 9.2 10.8 17.4%
Western 8.3 10.5 9.5 8.3 15.1 19.3 27.8%
Canada 43.8 50.3 40.1 36.4 42.8 47.3 10.5%
  • Source: Service Canada, EI administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
Annex 4.7.4 – Integrity operations: Total savings ($ million)
Region 2011 to 2012 2012 to 2013 2013 to 2014 2014 to 2015 2015 to 2016 2016 to 2017 % Change2 
NIS1 30.9 28.6 22.6 35.4 33.4 28.7 -14.1%
Atlantic 49.5 52.9 43.9 39.5 39.6 44.9 13.4%
Quebec 98.3 121.6 105 100.2 104.5 105.5 1.0%
Ontario 107.8 120.4 97.9 87 95.7 118.5 23.8%
Western 99.1 115 113.6 88.7 139.1 164.1 18.0%
Canada 385.6 438.5 383 350.8 412.3 461.7 12.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • Note: Total includes overpayments, penalties, and employer fines in 2016 to 2017
  • 1 National Investigative Services (NIS)
  • 2 Percentage change between 2015 to 2016 and 2016 to 2017.
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