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Annex 4 - Key program administrative data and results

From: Employment and Social Development Canada

Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2019 and ending March 31, 2020: Annex 4: Key program administration data and results

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List of abbreviations

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 FY1920 % Change2 
Atlantic 0.8 0.6 0.7 0.7 0.6 0.6 0.6 0.00%
Quebec 1.2 1.1 1.1 1.3 1.2 1.2 1.2 0.00%
Ontario 1.3 1.2 1 1 0.9 0.9 0.9 0.00%
Western 1.2 1.2 1.3 1.4 1.2 1.1 1.1 0.00%
Canada 4.6 4 4.1 4.4 3.9 3.8 3.9 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 FY1920 % Change2 
Canada 21.2 22.8 28.4 29.3 28.8 32.2 37.2 15.50%
  • 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 2018 to 2019 and 2019 to 2020.
Annex 4.1.3 – Service delivery: EI claimants who accessed My Service Canada Account (%)
Fiscal year FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Canada 27.8 31.4 36.2 36.8 35.2 38 39.1 2.90%
  • Note: Totals may not add up due to rounding.
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.1.4 – Points of service for EI program delivery1 (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
Atlantic 86 84 84 84 84 84 84 0.00%
Quebec 97 95 93 94 93 92 92 0.00%
Ontario 185 172 167 167 167 165 163 -1.20%
Western 213 205 213 213 214 238 240 0.80%
Canada 581 556 557 558 558 579 579 0.00%
  • 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, Service Delivery Partners and Service Canada Community Offices.
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.

Annex 4.2 – Call centres

Annex 4.2.1 – Call centres: Enquiries resolved via Employment Insurance voice response system (in millions)
Fiscal year FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1 
Canada 20 18.6 18.6 16.6 15.9 19.8 24.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.2.2 – Call centres: Calls answered (Employment Insurance specialized call centres) (in thousands)
Fiscal year FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Canada 3,789 3,418 3,962 4,608 4,649 4,404 -5.3%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.2.3 – Call centres: First contact resolution – Employment Insurance specialized call centres1 (%)
Fiscal year FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Canada 82.6 86.3 83.5 80.7 81.5 77.3 -5.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.2.4 – Call centres: 1 800 O-Canada Employment Insurance related calls1 (in thousands)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
Atlantic 60 53 54 46 43 41 50 22.00%
Quebec 140 134 143 94 93 109 137 25.70%
Ontario 195 185 189 138 114 114 155 36.00%
Western 185 179 214 161 133 133 170 27.80%
Canada 580 552 605 442 385 402 520 29.40%
  • 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 2018 to 2019 and 2019 to 2020
Annex 4.2.5 – Call centres: First call resolution - 1 800 O-Canada Employment Insurance related calls1 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
Atlantic 10.80% 8.80% 11.05% 17.60% 18.60% 20.20% 21.00% 4.00%
Quebec 11.50% 9.00% 11.10% 17.00% 17.50% 19.80% 20.70% 4.50%
Ontario 12.20% 9.20% 11.90% 17.70% 18.90% 20.80% 22.50% 8.20%
Western 12.20% 9.60% 12.70% 18.40% 19.20% 21.60% 22.90% 6.00%
Canada 11.90% 9.20% 11.90% 17.80% 18.70% 21.00% 22.30% 6.20%
  • 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 1 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 1 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 2018 to 2019 and 2019 to 2020

Annex 4.3 – Community outreach and liaison services

Annex 4.3.1 – Community outreach and liaison services: All Employment Insurance information sessions – Citizens (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Atlantic 114 119 133 115 106 115 155 34.80%
Quebec 425 586 395 277 274 197 271 37.60%
Ontario 1,029 632 470 381 440 228 380 66.70%
Western 202 282 177 152 216 156 170 9.00%
Canada 1,770 1,619 1,175 925 1,036 696 976 40.20%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.3.2 – Community outreach and liaison services: Workers facing mass layoffs reached (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Atlantic 998 1,095 1,904 769 807 781 1,437 84.00%
Quebec 5,668 6,972 4,290 2,408 3,607 2,811 3,018 7.40%
Ontario 6,277 6,637 1,888 2,623 3,659 2,363 3,720 57.40%
Western 2,207 3,202 2,894 2,361 2,507 1,247 2,494 100.00%
Canada 15,150 17,906 10,976 8,161 10,580 7,202 10,669 48.10%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.3.3 – Community outreach and liaison services: Employers reached (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Atlantic 134 47 204 46 70 21 109 419.00%
Quebec 470 272 175 221 134 120 272 126.70%
Ontario 718 496 376 305 284 105 298 183.80%
Western 241 136 115 183 47 32 86 168.80%
Canada 1,563 951 870 755 535 278 765 175.20%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.3.4 – Community Outreach & Liaison Services: All Employment Insurance information sessions – Citizens (Number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Atlantic 114 119 133 115 106 115 155 34.80%
Quebec 425 586 395 277 274 197 271 37.60%
Ontario 1,029 632 470 381 440 228 380 66.70%
Western 202 282 177 152 216 156 170 9.00%
Canada 1,770 1,619 1,175 925 1,036 696 976 40.20%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.3.5 – Community outreach and liaison services: Work-Sharing sessions – Citizens (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1
Atlantic 23 10 14 17 7 4 12 200.00%
Quebec 217 193 172 118 57 48 65 35.40%
Ontario 90 55 75 52 23 18 48 166.70%
Western 24 5 18 3 0 0 10 0.00%
Canada 354 263 279 190 87 70 135 92.90%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.

Annex 4.4 – Electronic 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 FY1920 % Change2 
Canada 55,521 37,224 48,249 51,625 42,411 39,949 45,849 14.8%
  • 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 1 business number.
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.
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 FY1920 % Change3  
Canada 6,868,995 7,490,971 8,122,245 8,726,202 9,290,983 9,800,954 12,808,991 30.7%
  • 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 1 business number.
  • 3 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.4.3 – Electronic records of employment (eROEs): Distribution of paper records of employment versus electronic records of employment1 (%)
Fiscal year of Canada FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920
eROEs 75 80.2 84.1 88.1 90.4 92.3 94.6
ROE Paper 25 19.8 15.9 11.9 9.6 7.7 5.4
  • Source: ROE single database, Corporate Client Information Service (CCIS or Easy Access) - Employer summary table (note: 2nd copy paper ROEs loaded in CCIS).
  • 1 The overall increase to eROEs from ROE Paper in FY1920 was a 2.5% increase. 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 FY1920 % Change1 
Atlantic 363,173 367,670 377,698 380,477 375,846 382,382 404,778 5.9%
Quebec 812,714 816,579 806,524 777,249 764,175 767,231 914,938 19.3%
Ontario 891,160 903,317 886,613 868,584 865,308 875,406 1,066,065 22.0%
Western 699,424 751,325 885,074 942,287 778,727 786,678 939,753 19.5%
Canada 2,766,471 2,838,891 2,955,909 2,968,597 2,784,056 2,811,697 3,325,534 18.3%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.5.2 – Employment Insurance claims processing: Payment accuracy rates1 2 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change3 
Atlantic n/a 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 n/a
Ontario n/a 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 n/a
Canada 95.4 95.5 93.9 95.4 96.0 95.9 94.1 -1.9%
  • 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 4.7 Service Quality: 4.7.1 EI Payment Accuracy Review of Chapter 4 of the EI MAR for more information. 
  • 3 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.5.3 – Employment Insurance claims processing: Processing accuracy rates (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY19201 % Change2
Atlantic 97.0 94.7 95.6 94.0 93.6 92.4 91.4 -1.1%
Quebec 92.6 94.4 98.0 95.2 93.0 84.0 86.4 2.9%
Ontario 81.8 82.6 83.8 77.7 81.0 79.7 80.7 1.3%
Western 84.1 85.3 89.1 75.6 79.9 79.5 77.7 -2.3%
Canada 87.9 88.5 90.8 85.5 86.9 83.9 84.02 0.1%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Due to the COVID-19 pandemic, PAAR results for this fiscal are based on a sample of 2,823 files processed between April 2019 and February 2020.
  • 2 Percentage change between 2018-2019 and 2019-2020.
Annex 4.5.4 – Employment Insurance claims processing: Speed of payment (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1 
Atlantic 73.0 75.9 88.9 89.5 88.0 86.6 86.8 0.2%
Quebec 78.2 79.0 84.1 83.0 82.4 80.2 79.5 -0.9%
Ontario 67.8 69.9 83.5 82.1 81.3 79.3 79.7 0.5%
Western 58.9 65.9 81.5 81.7 80.3 77.2 77.4 0.3%
Canada 69.3 72.3 83.8 83.2 82.2 80 80 0.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.

Annex 4.6 – Electronic services

Annex 4.6.1 – Electronic services: Applications submitted online (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1 
Atlantic 98.8 98.7 98.8 98.6 99.2 99.3 99.2 -0.1%
Quebec 97.9 98 98.1 98.2 98.5 98.6 98.9 0.3%
Ontario 98.5 98.5 98.7 98.7 98.9 98.8 99.2 0.4%
Western 98.5 98.6 98.6 98.3 98.9 99 99.2 0.2%
Canada 98.4 98.4 98.5 98.4 98.8 98.9 99.1 0.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.6.2 – Electronic services: Partially or fully automated claims (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change1 
Atlantic 73.6 73.6 77.6 78.9 79.2 80.1 81.4 1.6%
Quebec 68.2 68.4 70.6 71.3 72.2 72.4 76 5.0%
Ontario 66.3 67.5 71.0 72.1 72.5 72.3 77 6.5%
Western 60.1 62.4 68.0 71.9 69.1 69.6 74.6 7.2%
Canada 66.2 67.2 70.8 72.7 72.4 72.6 76.6 5.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.6.3 – Electronic services: Claimants receiving benefits through direct deposit1 (%)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
Atlantic 92.1 93.8 95.7 96.7 97.0 97.5 97.7 0.2%
Quebec 93.6 94.6 95.5 96.0 96.2 96.5 96.6 0.1%
Ontario 91.9 93.3 94.6 95.3 95.7 96.4 96.6 0.2%
Western 91.0 92.1 93.7 95.1 95.3 95.7 96 0.3%
Canada 92.1 93.4 94.7 95.6 95.9 96.4 96.6 0.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Prior to the 2013/2014 Monitoring and Assessment Report, this information was reported under Annex 4.5.
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.

Annex 4.7 – Integrity operations

Annex 4.7.1 – Integrity operations: Investigations completed (number)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
NIS1 29,464 32,289 39,675 38,815 31,862 32,229 29,890 -7.3%
Atlantic 29,452 27,342 23,084 25,119 33,722 26,272 24,448 -6.9%
Quebec 65,148 62,503 57,303 62,822 83,578 71,772 64,781 -9.7%
Ontario 65,152 66,643 102,491 94,463 98,352 89,444 69,818 -21.9%
Western 100,471 77,466 114,844 100,239 104,697 103,987 81,679 -21.5%
Canada 289,687 266,243 337,397 321,458 352,211 323,704 270,616 -16.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.7.2 – Integrity operations: Value of overpayments imposed ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
NIS1 9 15.9 15.8 13.6 11.4 14.8 11.5 -22.3%
Atlantic 20 13.9 11.5 16.6 22.3 19.3 17.2 -10.9%
Quebec 43.2 39.9 41.6 43.2 47.7 49.9 54.1 8.4%
Ontario 44.9 30.1 40.2 58.7 62.1 53.2 55.4 4.1%
Western 40.6 28.7 53.3 79.2 76.5 82.0 66.1 -19.4%
Canada 157.7 128.5 162.4 211.3 220 219.2 204.3 -6.8%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.7.3 – Integrity operations: Value of penalties imposed ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
NIS1 2.3 4.9 4.7 3.0 3.6 4.5 3.4 -24.4%
Atlantic 5.3 5.3 3.6 4.1 7.2 5.7 5.1 -10.5%
Quebec 11.9 11.1 10.2 10.1 12.4 12 12 0.0%
Ontario 11.2 6.9 9.2 10.8 14.9 11.6 12 3.4%
Western 9.5 8.3 15.1 19.3 19.9 22.2 17.7 -20.3%
Canada 40.1 36.4 42.8 47.3 58 56 50.2 -10.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.
Annex 4.7.4 – Integrity operations: Total savings ($ million)
Region FY1314 FY1415 FY1516 FY1617 FY1718 FY1819 FY1920 % Change2 
NIS1 22.6 35.4 33.4 28.7 25.6 27.3 22.3 -18.3%
Atlantic 43.9 39.5 39.6 44.9 54.4 51.7 46.6 -9.9%
Quebec 105 100.2 104.5 105.5 116.4 118.8 111.7 -6.0%
Ontario 97.9 87 95.7 118.5 137.7 131.9 119.9 -9.1%
Western 113.6 88.7 139.1 164.1 157.4 166.7 141.6 -15.1%
Canada 383 350.8 412.3 461.7 491.5 496.4 442.1 -10.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 National Investigative Services (NIS).
  • 2 Percentage change between 2018 to 2019 and 2019 to 2020.
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