Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2017 and ending March 31, 2018
Annex 4: Key program administration data and results

From: Employment and Social Development Canada

• Annex 4.1.1 – Service Delivery

  In-person Employment Insurance Requests¹ (In Millions)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  Atlantic	0.8	0.6	0.7	0.7	0.6	-14.3%
  Quebec	1.2	1.1	1.1	1.3	1.2	-7.7%
  Ontario	1.3	1.2	1	1	0.9	-10.0%
  Western	1.2	1.2	1.3	1.4	1.2	-14.3%
  CANADA	4.6	4	4.1	4.4	3.9	-11.4%

  • 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 2016 to 2017 and 2017 to 2018.

  Annex 4.1.2 – Service DeliveryMy Service Canada Account Logins¹ (In Millions)

  Fiscal Year	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  CANADA	21.2	22.8	28.4	29.3	28.8	-1.7%

  • 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 2016 to 2017 and 2017 to 2018.

  Annex 4.1.3 – Points of Service for EI Program Delivery¹ (Number)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  Atlantic	86	84	84	84	84	0.0%
  Quebec	97	95	93	94	93	-1.1%
  Ontario	185	172	167	167	167	0.0%
  Western	213	205	213	213	214	0.5%
  CANADA	581	556	557	558	558	0.0%

  • 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 2016 to 2017 and 2017 to 2018.
• Annex 4.2.1 – Call Centres

  Enquiries Resolved via Employment Insurance Voice Response System (In Millions)

  Fiscal Year	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  CANADA	22	20	18.6	18.6	16.6	-10.8%

  Source: Service Canada, Employment Insurance (EI) administrative data. 1Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.2.2 – Call Centres: Calls Answered (Employment Insurance Specialized Call Centres) (In Thousands)

  Fiscal Year	FY1314	FY1415	FY1516	FY16171	FY1718	% Change2
  CANADA	4,166	3,789	3,418	3,962	4,608	16.3%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Please note that this value in this annex for the 2016 to 2017 report was incorrect, and has been corrected here.  The number of calls answered as reported in the body of the 2016 to 2017 report was accurate.
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.2.3 – Call Centres: First Contact Resolution – Employment Insurance Specialized Call Centres¹ (%)

  Fiscal Year	FY1314	FY1415	FY1516	FY16172	FY1718	% Change3
  CANADA	80.7	82.6	86.3	83.5	80.7	-3.4%

  • 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 The calculation formula used to determine the percentage of calls that were resolved by a call centre agent has been refined which led to a reduction of 0.2% to 83.5% for the previous year’s results.
  • 3 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.2.4 – Call Centres: 1-800-O-Canada Employment Insurance Related Calls¹ (In Thousands)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  Atlantic	60	53	54	46	43	-6.5%
  Quebec	140	134	143	94	93	-1.1%
  Ontario	195	185	189	138	114	-17.4%
  Western	185	179	214	161	133	-17.4%
  CANADA	580	552	605	442	385	-12.9%

  • 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 2016 to 2017 and 2017 to 2018.

  Annex 4.2.5 – Call Centres: First Call Resolution - 1-800-O-Canada Employment Insurance Related Calls¹ (%)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  Atlantic	10.8%	8.8%	11..5%	17.6%	18.6%	5.68%
  Quebec	11.5%	9.0%	11.1%	17.0%	17.5%	2.94%
  Ontario	12.2%	9.2%	11.9%	17.7%	18.9%	6.78%
  Western	12.2%	9.6%	12.7%	18.4%	19.2%	4.35%
  CANADA	11.9%	9.2%	11.9%	17.8%	18.7%	5.06%

  • 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 Percentage change between 2016 to 2017 and 2017 to 2018.
• Annex 4.3.1 – Mobile Outreach Services

  All Employment Insurance Information Sessions – Citizens (Number)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	114	119	133	115	106	-7.8%
  Quebec	425	586	395	277	274	-1.1%
  Ontario	1,029	632	470	381	440	15.5%
  Western	202	282	177	152	216	42.1%
  CANADA	1,770	1,619	1,175	925	1,036	12.0%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.3.2 – Mobile Outreach Services: Workers Facing Mass Layoffs Reached (Number)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	998	1,095	1,904	769	807	4.9%
  Quebec	5,668	6,972	4,290	2,408	3,607	49.8%
  Ontario	6,277	6,637	1,888	2,623	3,659	39.5%
  Western	2,207	3,202	2,894	2,361	2,507	6.2%
  CANADA	15,150	17,906	10,976	8,161	10,580	29.6%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.3.3 – Mobile Outreach Services: Employers Reached (Number)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	134	47	204	46	70	52.2%
  Quebec	470	272	175	221	134	-39.4%
  Ontario	718	496	376	305	284	-6.9%
  Western	241	136	115	183	47	-74.3%
  CANADA	1,563	951	870	755	535	-29.1%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.3.4 – Mobile Outreach Services: Work-Sharing Sessions – Citizens (Number)

  REGION	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	23	10	14	17	7	-58.8%
  Quebec	217	193	172	118	57	-51.7%
  Ontario	90	55	75	52	23	-55.8%
  Western	24	5	18	3	0	-100.0%
  CANADA	354	263	279	190	87	-54.2%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.
• Annex 4.4.1 – Electronic Records of Employment (eROEs)

  New Record of Employment Web Registrations (Number)

  Fiscal Year	FY13141	FY1415	FY1516	FY1617	FY1718	% Change 2
  CANADA	55,521	37,224	48,249	51,625	42,411	-17.8%

  • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
  • 1 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 2016 to 2017 and 2017 to 2018.

  Annex 4.4.2 – Electronic Records of Employment (eROEs): Records of Employment Submitted Electronically by Employers¹ (Number)

  Fiscal Year	FY1314	FY14152	FY1516	FY1617	FY1718	% Change3
  CANADA	6,868,995	7,490,971	8,122,245	8,726,202	9,290,983	6.5%

  • 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 2016 to 2017 and 2017 to 2018.

  Annex 4.4.3 – Electronic Records of Employment (eROEs): % Distribution of Paper Records of Employment Versus Electronic Records of Employment (%)

  Fiscal Year	FY1314		FY1415		FY1516		FY1617		FY1718		Year-by-Year Comparison1
  	eROEs	Paper	eROEs	Paper	eROEs	Paper	eROEs	Paper	eROEs	Paper
  CANADA	75	25	80.2	19.8	84.1	15.9	88.1	11.9	90.4	9.6	2.3

  • 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 4.5.1 – Employment Insurance Claims Processing

  Claims Processed (Number)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	363,173	367,670	377,698	380,477	375,846	-1.2%
  Quebec	812,714	816,579	806,524	777,249	764,175	-1.7%
  Ontario	891,160	903,317	886,613	868,584	865,308	-0.4%
  Western	699,424	751,325	885,074	942,287	778,727	-17.4%
  CANADA	2,766,471	2,838,891	2,955,909	2,968,597	2,784,056	-6.2%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.5.2 – Employment Insurance Claims Processing: Payment Accuracy Rates¹ 2 (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change3`
  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	95.4	95.5	93.9	95.4	96.0	0.6%

  • Source: Service Canada, Employment Insurance (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. Quality: 4.1.1 EI Payment Accuracy Review of Chapter 4 of this Report for more information.
  • 3 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.5.3 – Employment Insurance Claims Processing: Processing Accuracy Rates (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	97.0	94.7	95.6	94.0	93.6	-0.4%
  Quebec	92.6	94.4	98.0	95.2	93.0	-2.3%
  Ontario	81.8	82.6	83.8	77.7	81.0	4.2%
  Western	84.1	85.3	89.1	75.6	79.9	5.7%
  Canada	87.9	88.5	90.8	85.5	86.9	1.6%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.5.4 – Employment Insurance Claims Processing: Speed of Payment (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	73.0	75.9	88.9	89.5	88.0	-1.68%
  Quebec	78.2	79.0	84.1	83.0	82.4	-0.72%
  Ontario	67.8	69.9	83.5	82.1	81.3	-0.97%
  Western	58.9	65.9	81.5	81.7	80.3	-1.71%
  Canada	69.3	72.3	83.8	83.2	82.2	-1.20%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.
• Annex 4.6.1 – Electronic Services

  Applications Submitted Online (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	98.8	98.7	98.8	98.6	99.2	0.6%
  Quebec	97.9	98	98.1	98.2	98.5	0.3%
  Ontario	98.5	98.5	98.7	98.7	98.9	0.2%
  Western	98.5	98.6	98.6	98.3	98.9	0.6%
  Canada	98.4	98.4	98.5	98.4	98.8	0.4%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.6.2 – Electronic Services: Partially or Fully Automated Claims (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change1
  Atlantic	73.6	73.6	77.6	78.9	79.2	0.4%
  Quebec	68.2	68.4	70.6	71.3	72.2	1.3%
  Ontario	66.3	67.5	71.0	72.1	72.5	0.6%
  Western	60.1	62.4	68.0	71.9	69.1	-3.9%
  Canada	66.2	67.2	70.8	72.7	72.4	-0.4%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.6.3 – Electronic Services: Claimants Receiving Benefits through Direct Deposit¹ (%)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  Atlantic	92.1	93.8	95.7	96.7	97.0	0.3%
  Quebec	93.6	94.6	95.5	96.0	96.2	0.2%
  Ontario	91.9	93.3	94.6	95.3	95.7	0.4%
  Western	91.0	92.1	93.7	95.1	95.3	0.2%
  Canada	92.1	93.4	94.7	95.6	95.9	0.3%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Prior to the 2013/14 Monitoring and Assessment Report, this information was reported under Annex 4.5.
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.
• Annex 4.7.1 – Integrity Operations

  Investigations Completed (Number)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  NIS1	29,464	32,289	39,675	38,815	31,862	-17.9%
  Atlantic	29,452	27,342	23,084	25,119	33,722	34.2%
  Quebec	65,148	62,503	57,303	62,822	83,578	33.0%
  Ontario	65,152	66,643	102,491	94,463	98,352	4.1%
  Western	100,471	77,466	114,844	100,239	104,697	4.4%
  Canada	289,687	266,243	337,397	321,458	352,211	9.6%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.7.2 – Integrity Operations: Value of Overpayments Imposed ($ Million)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  NIS1	9	15.9	15.8	13.6	11.4	-16.2%
  Atlantic	20	13.9	11.5	16.6	22.3	34.3%
  Quebec	43.2	39.9	41.6	43.2	47.7	10.4%
  Ontario	44.9	30.1	40.2	58.7	62.1	5.8%
  Western	40.6	28.7	53.3	79.2	76.5	-3.4%
  Canada	157.7	128.5	162.4	211.3	220	4.12%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.7.3 – Integrity Operations: Value of Penalties Imposed ($ Million)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  NIS1	2.3	4.9	4.7	3.0	3.6	20.0%
  Atlantic	5.3	5.3	3.6	4.1	7.2	75.6%
  Quebec	11.9	11.1	10.2	10.1	12.4	22.8%
  Ontario	11.2	6.9	9.2	10.8	14.9	38.0%
  Western	9.5	8.3	15.1	19.3	19.9	3.1%
  Canada	40.1	36.4	42.8	47.3	58	22.6%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.

  Annex 4.7.4 – Integrity Operations: Total Savings ($ Million)

  Region	FY1314	FY1415	FY1516	FY1617	FY1718	% Change2
  NIS1	22.6	35.4	33.4	28.7	25.6	-10.8%
  Atlantic	43.9	39.5	39.6	44.9	54.4	21.2%
  Quebec	105	100.2	104.5	105.5	116.4	10.3%
  Ontario	97.9	87	95.7	118.5	137.7	16.2%
  Western	113.6	88.7	139.1	164.1	157.4	-4.1%
  Canada	383	350.8	412.3	461.7	491.5	6.5%

  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2016 to 2017 and 2017 to 2018.

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