Annex 4: Key program administration data and results

Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2018 and ending March 31, 2019: Annex 4: Key program administration data and results

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List of abbreviations

This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2018 and ending March 31, 2019.

Abbreviations
ASETS
Aboriginal Skills and Employment Training Strategy
ATSSC
Administrative Tribunals Support Service of Canada
B/C Ratio
Benefits-to-Contributions ratio
B/U Ratio
Benefits-to-Unemployed ratio
B/UC Ratio
Benefits-to-Unemployed Contributor ratio
BDM
Benefit Delivery Modernization
CANSIM
Canadian Socio-Economic Information Management System
CAWS
Citizen Access Workstation Services
CCAJ
Connecting Canadians with Available Jobs
CCB
Canada Child Benefit
CCDA
Canadian Council of Directors of Apprenticeship
CEIC
Canada Employment Insurance Commission
COLS
Community Outreach and Liaison Service
CSO
Citizen Service Officer
CPI
Consumer Price Index
CPP
Canada Pension Plan
CRA
Canada Revenue Agency
CRF
Consolidated Revenue Fund
CUSMA
Canada-United States-Mexico Agreement
CX
Client Experience
EBSMs
Employment Benefits and Support Measures
ECC
Employment Contact Centre
EF
Enabling Fund
EI
Employment Insurance
EI PAAR
Employment Insurance Payment Accuracy Review
EI PRAR
Employment Insurance Processing Accuracy Review
EICS
Employment Insurance Coverage Survey
eROE
Electronic Record of Employment
ESDC
Employment and Social Development Canada
FLMM
Forum of Labour Market Ministers
FY
Fiscal Year
G7
Group of Seven
GDP
Gross Domestic Product
HCCS
Hosted Contact Centre Solution
HRSDC
Human Resources and Social Development Canada
IQF
Individual Quality Feedback
IVR
Interactive Voice Response
LFS
Labour Force Survey
LMDA
Labour Market Development Agreements
LMI
Labour Market Information
LMP
Labour Market Partnerships
MIE
Maximum Insurable Earnings
MSCA
My Service Canada Account
NAICS
North American Industry Classification System
NAFTA
North American Free Trade Agreement
NAS
National Apprenticeship Survey
NERE
New-Entrant/Re-Entrant
NESI
National Essential Skills Initiative
NIS
National Investigative Services
NOS
National Occupational Standards
NQCP
National Quality and Coaching Program for Call Centres
OAS
Old Age Security
OECD
Organization for Economic Co-operation and Development
PPEs
Clients who are Premiums Paid Eligible
P/Ts
Provinces and Territories
PPTS
Percentage points
PRP
Premium Reduction Program
QPIP
Quebec Parental Insurance Plan
RAIS
Registered Apprenticeship Information System
ROE
Record of Employment
RSOS
Red Seal Occupational Standards
SA
Social Assistance
SCC
Service Canada Centres
SDP
Service Delivery Partner
SEPH
Survey of Employment, Payrolls and Hours
SIN
Social Insurance Number
SIR
Social Insurance Registry
SME
Small and medium sized enterprises
SO
Scheduled Outreach
SST
Social Security Tribunal
STDP
Short-term disability plan
SUB
Supplemental Unemployment Benefit
UV
Unemployed-to-job-vacancy ratio
VBW
Variable Best Weeks
VER
Variable Entrance Requirement
WWC
Working While on Claim

Annex 4.1 – Service delivery

Annex 4.1.1 – Service delivery: In-person Employment Insurance requests1 (in millions)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Atlantic 0.8 0.6 0.7 0.7 0.6 0.6 0.0%
Quebec 1.2 1.1 1.1 1.3 1.2 1.2 0.0%
Ontario 1.3 1.2 1 1 0.9 0.9 0.0%
Western 1.2 1.2 1.3 1.4 1.2 1.1 -8.3%
Canada 4.6 4 4.1 4.4 3.9 3.8 -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 2017 to 2018 and 2018 to 2019.
Annex 4.1.2 – Service delivery: My Service Canada Account logins1 (in millions)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Canada 21.2 22.8 28.4 29.3 28.8 32.2 11.8%
  • 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 2017 to 2018 and 2018 to 2019.
Annex 4.1.3 – Service delivery: EI claimants who accessed My Service Canada Account (%)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Canada 27.8 31.4 36.2 36.8 35.2 38 8.0%
  • Note: Totals may not add up due to rounding.
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.1.4 – Points of service for EI program delivery1 (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Atlantic 86 84 84 84 84 84 0.0%
Quebec 97 95 93 94 93 92 -1.1%
Ontario 185 172 167 167 167 165 -1.2%
Western 213 205 213 213 214 238 11.2%
Canada 581 556 557 558 558 579 3.8%
  • 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 2017 to 2018 and 2018 to 2019.

Annex 4.2 – Call centres

Annex 4.2.1 – Call centres: Enquiries resolved via Employment Insurance voice response system (in millions)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Canada 22 20 18.6 18.6 16.6 15.9 -4.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2.2 – Call centres: Calls answered (Employment Insurance specialized call centres) (in thousands)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Canada 4,166 3,789 3,418 3,962 4,608 4,649 0.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2.3 – Call centres: First contact resolution – Employment Insurance specialized call centres (%)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Canada 80.7 82.6 86.3 83.5 80.7 81.5 1.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2.4 – Call centres: 1 800 O-Canada Employment Insurance related calls1 (in thousands)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Atlantic 60 53 54 46 43 41 -4.7%
Quebec 140 134 143 94 93 109 17.2%
Ontario 195 185 189 138 114 114 0.0%
Western 185 179 214 161 133 133 0.0%
Canada 580 552 605 442 385 402 4.4%
  • 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 2017 to 2018 and 2018 to 2019.
Annex 4.2.5 – Call centres: First Call Resolution – 1 800 O-Canada Employment Insurance related calls1 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Atlantic 10.8% 8.8% 11.5% 17.6% 18.6% 20.2% 8.6%
Quebec 11.5% 9.0% 11.1% 17.0% 17.5% 19.8% 13.1%
Ontario 12.2% 9.2% 11.9% 17.7% 18.9% 20.8% 10.1%
Western 12.2% 9.6% 12.7% 18.4% 19.2% 21.6% 12.5%
Canada 11.9% 9.2% 11.9% 17.8% 18.7% 21.0% 12.3%
  • 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 2017 to 2018 and 2018 to 2019.

Annex 4.3 – Community Outreach and Liaison Services

Annex 4.3.1 – Community Outreach and Liaison Services sessions: All Employment Insurance information sessions – Citizens (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 114 119 133 115 106 115 8.5%
Quebec 425 586 395 277 274 197 -28.1%
Ontario 1,029 632 470 381 440 228 -48.2%
Western 202 282 177 152 216 156 -28.1%
Canada 1,770 1,619 1,175 925 1,036 696 -32.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.2 – Community Outreach and Liaison Services: Workers facing mass layoffs reached (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 998 1,095 1,904 769 807 781 -3.2%
Quebec 5,668 6,972 4,290 2,408 3,607 2,811 -22.1%
Ontario 6,277 6,637 1,888 2,623 3,659 2,363 -35.4%
Western 2,207 3,202 2,894 2,361 2,507 1,247 -50.3%
Canada 15,150 17,906 10,976 8,161 10,580 7,202 -31.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.3 – Community Outreach and Liaison Services: Employers reached (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 134 47 204 46 70 21 -70.0%
Quebec 470 272 175 221 134 120 -10.4%
Ontario 718 496 376 305 284 105 -63.0%
Western 241 136 115 183 47 32 -31.9%
Canada 1,563 951 870 755 535 278 -48.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.4 – Community Outreach and Liaison Services: Work-Sharing sessions – Citizens (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 23 10 14 17 7 4 -42.9%
Quebec 217 193 172 118 57 48 -15.8%
Ontario 90 55 75 52 23 18 -21.7%
Western 24 5 18 3 0 0 -0.0%
Canada 354 263 279 190 87 70 -19.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.

Annex 4.4 – Electronix Record of Employment (eROEs)

Annex 4.4.1 – Electronic Records of Employment (eROEs): New Record of Employment web registrations (number)
Fiscal year FY13141 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Canada 55,521 37,224 48,249 51,625 42,411 39,949 -5.8%
  • 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 2017 to 2018 and 2018 to 2019.
Annex 4.4.2 – Electronic Records of Employment (eROEs): Records of Employment submitted electronically by employers1 (number)
Fiscal year FY1314 FY14152 FY1516 FY1617 FY1718 FY1819 % Change3
Canada 6,868,995 7,490,971 8,122,245 8,726,202 9,290,983 9,800,954 5.5%
  • 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 2017 to 2018 and 2018 to 2019.
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 FY1819 Year-by-year comparison1
eROEs Paper eROEs Paper eROEs Paper eROEs Paper eROEs Paper eROEs Paper n/a
Canada 75 25 80.2 19.8 84.1 15.9 88.1 11.9 90.4 9.6 92.3 7.7 2.1%
  • 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 4.5.1 – Employment Insurance claims processing: Claims processed (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 363,173 367,670 377,698 380,477 375,846 382,382 1.7%
Quebec 812,714 816,579 806,524 777,249 764,175 767,231 0.4%
Ontario 891,160 903,317 886,613 868,584 865,308 875,406 1.2%
Western 699,424 751,325 885,074 942,287 778,727 786,678 1.0%
Canada 2,766,471 2,838,891 2,955,909 2,968,597 2,784,056 2,811,697 1.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.5.2 – Employment Insurance claims processing: Payment Accuracy Rates1 2 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % 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 95.4 95.5 93.9 95.4 96.0 95.9 -0.1%
  • 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 4.6 Service Quality: 4.6.1 EI Payment Accuracy Review of Chapter 4 of this Report for more information.
  • 3 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.5.3 – Employment Insurance claims processing: Processing accuracy rates (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 97.0 94.7 95.6 94.0 93.6 92.4 -1.3%
Quebec 92.6 94.4 98.0 95.2 93.0 84.0 -9.7%
Ontario 81.8 82.6 83.8 77.7 81.0 79.7 -1.6%
Western 84.1 85.3 89.1 75.6 79.9 79.5 -0.5%
Canada 87.9 88.5 90.8 85.5 86.9 83.9 -3.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.5.4 – Employment Insurance claims processing: Speed of payment (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 73.0 75.9 88.9 89.5 88.0 86.6 -1.6%
Quebec 78.2 79.0 84.1 83.0 82.4 80.2 -2.7%
Ontario 67.8 69.9 83.5 82.1 81.3 79.3 -2.5%
Western 58.9 65.9 81.5 81.7 80.3 77.2 -3.9%
Cananda 69.3 72.3 83.8 83.2 82.2 80 -2.7%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.

Annex 4.6 – Electronic services

Annex 4.6.1 – Electronic services: Applications submitted online (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 98.8 98.7 98.8 98.6 99.2 99.3 0.1%
Quebec 97.9 98 98.1 98.2 98.5 98.6 0.1%
Ontario 98.5 98.5 98.7 98.7 98.9 98.8 -0.1%
Western 98.5 98.6 98.6 98.3 98.9 99 0.1%
Canada 98.4 98.4 98.5 98.4 98.8 98.9 0.1%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.6.2 – Electronic services: Partially or fully automated claims (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change1
Atlantic 73.6 73.6 77.6 78.9 79.2 80.1 1.1%
Quebec 68.2 68.4 70.6 71.3 72.2 72.4 0.3%
Ontario 66.3 67.5 71.0 72.1 72.5 72.3 -0.3%
Western 60.1 62.4 68.0 71.9 69.1 69.6 0.7%
Canada 66.2 67.2 70.8 72.7 72.4 72.6 0.3%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.6.3 – Electronic services: Claimants receiving benefits through direct deposit1 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
Atlantic 92.1 93.8 95.7 96.7 97.0 97.5 0.5%
Quebec 93.6 94.6 95.5 96.0 96.2 96.5 0.3%
Ontario 91.9 93.3 94.6 95.3 95.7 96.4 0.7%
Western 91.0 92.1 93.7 95.1 95.3 95.7 0.4%
Canada 92.1 93.4 94.7 95.6 95.9 96.4 0.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Prior to the FY1314 Monitoring and Assessment Report, this information was reported under Annex 4.5.
  • 2 Percentage change between 2017 to 2018 and 2018 to 2019.

Annex 4.7 – Integrity Operations

Annex 4.7.1 – Integrity Operations: Investigations completed (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
NIS1 29,464 32,289 39,675 38,815 31,862 32,229 1.2%
Atlantic 29,452 27,342 23,084 25,119 33,722 26,272 -22.1%
Quebec 65,148 62,503 57,303 62,822 83,578 71,772 -14.1%
Ontario 65,152 66,643 102,491 94,463 98,352 89,444 -9.1%
Western 100,471 77,466 114,844 100,239 104,697 103,987 -0.7%
Canada 289,687 266,243 337,397 321,458 352,211 323,704 -8.1%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.7.2 – Integrity Operations: Value of overpayments imposed ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
NIS1 9 15.9 15.8 13.6 11.4 14.8 29.8%
Atlantic 20 13.9 11.5 16.6 22.3 19.3 -13.5%
Quebec 43.2 39.9 41.6 43.2 47.7 49.9 4.6%
Ontario 44.9 30.1 40.2 58.7 62.1 53.2 -14.3%
Western 40.6 28.7 53.3 79.2 76.5 82.0 -7.2%
Canada 157.7 128.5 162.4 211.3 220 219.2 -0.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.7.3 – Integrity Operations: Value of penalties imposed ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
NIS1 2.3 4.9 4.7 3.0 3.6 4.5 25.0%
Atlantic 5.3 5.3 3.6 4.1 7.2 5.7 -20.8%
Quebec 11.9 11.1 10.2 10.1 12.4 12 -3.2%
Ontario 11.2 6.9 9.2 10.8 14.9 11.6 -22.1%
Western 9.5 8.3 15.1 19.3 19.9 22.2 11.6%
Canada 40.1 36.4 42.8 47.3 58 56 -3.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.7.4 – Integrity Operations: Total savings ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 % Change2
NIS1 22.6 35.4 33.4 28.7 25.6 27.3 6.6%
Atlantic 43.9 39.5 39.6 44.9 54.4 51.7 -5.0%
Quebec 105 100.2 104.5 105.5 116.4 118.8 2.1%
Ontario 97.9 87 95.7 118.5 137.7 131.9 -4.2%
Western 113.6 88.7 139.1 164.1 157.4 166.7 5.9%
Canada 383 350.8 412.3 461.7 491.5 496.4 1.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2017 to 2018 and 2018 to 2019.
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