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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