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
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.
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.
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
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.
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.
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.
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.
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
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.
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.
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.
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)
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.
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.
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
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.
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.
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.
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
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.
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.
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
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.
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.
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.
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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