Annex 4: Key program administration data and results

From: Employment and Social Development Canada

Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2020 and ending March 31, 2021: Annex 4: Key program administrative 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, 2020 and ending March 31, 2021.

Annex 4.2.2a Electronic services: partially or fully automated claims (%) 
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 78.9 79.2 80.1 81.4 89.5 10.0%
Quebec 71.3 72.2 72.4 76.0 88.6 16.6%
Ontario 72.1 72.5 72.3 77.0 89.3 16.0%
Western 71.9 69.1 69.6 74.6 88.5 18.6%
Canada 72.7 72.4 72.6 76.6 88.9 16.1%
Annex 4.3.1a Electronic services: claimants receiving benefits through direct deposit (%) 
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 96.7 97.0 97.5 97.7 96.9 -0.8%
Quebec 96.0 96.2 96.5 96.6 94.5 -2.2%
Ontario 95.3 95.7 96.4 96.6 95.4 -1.2%
Western 95.1 95.3 95.7 96.0 94.9 -1.1%
Canada 95.6 95.9 96.4 96.6 95.2 -1.4%
Annex 4.3.1b Points of service for EI Program delivery1 (number)
Region FY1617 FY1718 FY1819 FY1920 FY20212 % Change3
Atlantic 84 84 84 84 84 0.0%
Quebec 94 93 92 92 93 1.1%
Ontario 167 167 165 163 162 -0.6%
Western 213 214 238 240 240 0.0%
Canada 558 558 579 579 579 0.0%
Annex 4.3.1c Service delivery: in-person Employment Insurance requests1 (in millions) 
Region FY1617 FY1718 FY1819 FY1920 FY20212 % Change3
Atlantic 0.7 0.6 0.6 0.6 0.09 -85.0%
Quebec 1.3 1.2 1.2 1.2 0.28 -76.7%
Ontario 1 0.9 0.9 1.04 0.16 -84.0%
Western 1.4 1.2 1.1 1.1 0.18 -83.6%
Canada 4.4 3.9 3.8 3.9 0.7 -82%
Annex 4.3.1d Service delivery: eServiceCanada Employment Insurance requests1,2 (in thousands)
Region FY20213
Atlantic 556
Quebec 353
Ontario 528
Western 160
Canada 1,603
Annex 4.3.1e Community Outreach and Liaison Services: all Employment Insurance information sessions – Citizens (Number)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 115 106 115 155 116 -25.2%
Quebec 277 274 197 271 381 40.6%
Ontario 381 440 228 380 208 -45.3%
Western 152 216 156 170 121 -28.8%
Canada 925 1,036 696 976 826 -15.4%
Annex 4.3.1f Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 769 807 781 1,437 249 -82.7%
Quebec 2,408 3,603 2,800 2,983 5,848 96%
Ontario 2,596 3,659 2,363 3,718 1,141 -69.3%
Western 2,318 2,431 1,247 2,458 1,624 -33.9%
Canada 8,091 10,500 7,191 10,596 8,862 -16.4%
Annex 4.3.1g Community Outreach and Liaison Services: employers reached (number)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 46 70 21 109 156 43.1%
Quebec 221 134 120 272 1704 526.5%
Ontario 305 284 105 298 1943 552.0%
Western 183 47 32 86 498 479.1%
Canada 755 535 278 765 4,301 462.2%
Annex 4.3.1h Community Outreach and Liaison Services: work-sharing sessions – Citizens (number)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 18 7 4 12 84 600.0%
Quebec 118 57 49 65 240 269.2%
Ontario 58 23 19 49 39 -20.4%
Western 4 0 0 10 3 -70.0%
Canada 198 87 72 136 366 169.1%
Annex 4.3.1i Community Outreach and Liaison Services: outreach support centre Employment Insurance requests1 (in thousands)
Region FY2021
Atlantic 1.4
Quebec 3.3
Ontario 4.2
Western 20.4
Canada 29.3
Annex 4.3.2a 1 800 O-Canada call centres: Employment Insurance related calls1 (in thousands)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change2
Atlantic 46 43 41 50 47 -4.4%
Quebec 94 93 109 137 159 16.3%
Ontario 138 114 114 155 169 8.7%
Western 161 133 133 170 152 -10.2%
Canada 440 383 397 511 528 3.2%
Annex 4.3.2b 1 800 O-Canada call centres: first call resolution - Employment Insurance related calls1 (%)
Region FY1617 FY1718 FY1819 FY1920 FY20212 % Change3
Atlantic 17.6% 18.6% 20.2% 21.0% 16.6% -21.0%
Quebec 17.0% 17.5% 19.8% 20.7% 16.9% -18.4%
Ontario 17.7% 18.9% 20.8% 22.5% 18.1% -19.6%
Western 18.4% 19.2% 21.6% 22.9% 18.3% -20.1%
Canada 17.8% 18.7% 21.0% 22.3% 18.0% -19.3%
Annex 4.3.2c Call centres: Enquiries resolved via Employment Insurance voice response system (in millions) 
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Canada 18.6 16.6 15.9 19.8 25.6 29.3%
Annex 4.3.2d Call centres: calls answered (Employment Insurance call centre) (in millions)
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Canada 4.0 4.6 4.6 4.4 5.6 27.5%
Annex 4.3.2e Call centres: client attempts to contact a call centre agent
Fiscal year FY1819 FY1920 FY2021
Attempts to speak to an agent 8,817,886 14,006,552 21,580,151
Calls for which a client could not access an agent 3,189,609 8,298,993 10,816,735
Abandoned calls 979,761 1,303,770 5,150,382
Call answered by an agent 4,648,516 4,403,789 5,613,034
Annex 4.3.2f Call centres: first contact resolution – Employment Insurance call centre
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 Change1
Canada 83.5% 80.7% 81.5% 77.3% 84.9% 7.6 percentage points
Annex 4.3.3a Electronic services: applications submitted online (%)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 98.6 99.2 99.3 99.2 98.6 -0.6%
Quebec 98.2 98.5 98.6 98.9 98.1 -0.8%
Ontario 98.7 98.9 98.8 99.2 98.6 -0.6%
Western 98.3 98.9 99 99.2 98.6 -0.6%
Canada 98.4 98.8 98.9 99.1 98.5 -0.6%
Annex 4.3.3b Service delivery: My Service Canada Account logins1 (in millions)
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change2
Canada 29.3 28.8 32.2 37.2 80.1 115.3%
Annex 4.3.3c Service delivery: EI Claimants who accessed My Service Canada Account (%)
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Canada 36.8% 35.2% 38.0% 39.1% 34.8% -11.0%
Annex 4.4.1a Electronic records of employment (eROEs): % distribution of paper records of employment versus electronic records of employment (%)
Fiscal year eROEs – Canada % total Paper – Canada % total
FY1617 88.1 11.9
FY1718 90.4 9.6
FY1819 92.3 7.7
FY1920 94.6 5.4
FY2021 95.6 4.4
Year-by-Year comparison1 1.1 -
Annex 4.4.1b Electronic records of employment (eROEs): new record of employment web registrations (number)
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change2
Canada 51,625 42,411 39,949 45,849 84,699 84.7%
Annex 4.4.1c Electronic records of employment (eROEs): records of employment submitted electronically by employers1 (number)
Fiscal year FY1617 FY1718 FY1819 FY1920 FY2021 % Change2
Canada 8,726,202 9,290,983 9,800,954 12,808,991 12,237,632 -4.5%
Annex 4.4.2a Employment Insurance claims processing: claims processed (number)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 380,477 375,846 382,382 404,778 678,144 67.5%
Quebec 777,249 764,175 767,231 914,938 2,014,639 120.2%
Ontario 868,584 865,308 875,406 1,066,065 2,873,316 169.5%
Western 942,287 778,727 786,678 939,753 2,392,358 154.6%
Canada 2,968,597 2,784,056 2,811,697 3,325,534 7,958,457 139.3%
Annex 4.5.1a Employment Insurance claims processing: speed of payment (%)
Region FY1617 FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 89.5 88.0 86.6 86.8 93.1 7.3%
Quebec 83.0 82.4 80.2 79.5 89.0 11.9%
Ontario 82.1 81.3 79.3 79.7 88.8 11.4%
Western 81.7 80.3 77.2 77.4 87.5 13.0%
Canada 83.2 82.2 80 80.0 88.8 11.0%
Annex 4.5.2a CX Survey – evolution CX1 to CX 4 overall service channel satisfaction
EI Service channel satisfaction FY1718 FY1819 FY1920 FY2021 % Change1
In-person channel satisfaction 80% 80% 82% 77% -5%
Online channel satisfaction 79% 79% 71% 77% 6%
Specialized Call Centre channel satisfaction 85% 74% 59% 70% 11%
Annex 4.5.2b CX Survey – evolution EI overall satisfaction
Overall EI program satisfaction FY1718 FY1819 FY1920 FY2021 % Change1
Atlantic 92% 83% 74% 89% 15%
Quebec 88% 85% 84% 81% -3%
Ontario 82% 79% 75% 86% 11%
Western 75% 77% 74% 81% 7%
Canada 83% 80% 77% 84% 7%
Annex 4.6.1a EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
Fiscal year FY1920 (not weighted) FY2021 (weighted)
Total EI Benefit Payout 17.9B 31.0B
EI Payment Accuracy Rate 94.5% 96.0%
Errors by Sources Estimated Financial Impact ($M) FY1920 (not weighted) Estimated error rate FY1920 (not weighted) Estimated Financial Impact ($M) FY2021 (weighted) Estimated error rate FY2021 (weighted)
Client $537.9 3.0% $702.6 2.3%
Employer $149.2 0.8% $281.6 0.9%
ESDC $296.6 1.7% $245.8 0.8%
Total $981.7 5.5% $1.2B 4.0%

March fiscal year-end results include both confirmed and potential monetary errors for overpayments and underpayments identified through the course of the payment accuracy review. Potential errors require additional actions to confirm whether an error has occurred. Until those actions are completed, they are captured as errors. Although Quality Services works diligently to resolve all potential errors by fiscal year-end, it is not always possible. The results presented in annex 4.6.1 reflect the most current results for both FY1920 and FY2021.

Annex 4.6.1b – 15-year overview of claimant errors
Annex 4.6.1b – 15-year overview of claimant errors - Text description follows
Text description of Annex 4.6.1b
Fiscal year Error rate
FY0607 1.4%
FY0708 1.8%
FY0809 1.2%
FY0910 1.4%
FY1011 3.0%
FY1112 2.0%
FY1213 2.3%
FY1314 2.4%
FY1415 2.2%
FY1516 2.9%
FY1617 1.9%
FY1718 2.1%
FY1819 1.8%
FY1920 3.0%
FY2021 2.3%
  • Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely errors are generated by means of the Monetary Unit Sampling (MUS) method.
  • Source: Employment and Social Development Canada.
  • *FY2021 results are weighted by month to reflect monthly variations in total payout, sample size, workload and associated processing.
Annex 4.6.1c – 15-year overview of employer errors
Annex 4.6.1c – 15-year overview of employer errors - Text description follows
Text description of Annex 4.6.1.c
Fiscal year Error rate
FY0607 1.0%
FY0708 1.4%
FY0809 1.4%
FY0910 1.4%
FY1011 1.1%
FY1112 1.8%
FY1213 2.7%
FY1314 1.7%
FY1415 1.3%
FY1516 2.4%
FY1617 1.5%
FY1718 1.2%
FY1819 1.3%
FY1920 0.8%
FY2021 0.9%
  • Note: Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely errors are generated by means of the of the Monetary Unit Sampling (MUS) method.
  • Source: Employment and Social Development Canada.
  • *FY2021 results are weighted by month to reflect monthly variations in total payout, sample size, workload and associated processing.
Annex 4.6.1d – 15-year overview of ESDC errors
Annex 4.6.1d – 15-year overview of ESDC errors - Text description follows
Text description of Annex 4.6.1d
Fiscal year Error rate
FY0607 2.8%
FY0708 2.2%
FY0809 1.6%
FY0910 1.1%
FY1011 1.9%
FY1112 1.0%
FY1213 0.9%
FY1314 0.5%
FY1415 1.0%
FY1516 0.8%
FY1617 1.3%
FY1718 0.8%
FY1819 0.9%
FY1920 1.7%
FY2021 0.8%
  • Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely errors are generated by means of the Monetary Unit Sampling (MUS) method.
  • Source: Employment and Social Development Canada.
  • *FY2021 results are weighted by month to reflect monthly variations in total payout, sample size, workload and associated processing.
Annex 4.6.3a Number of Claimant Information Sessions over the last 4 fiscal years
Claimant Information Session FY1617 FY1718 FY1819 FY1920
Number of Claimant Information Sessions 11,012 10,978 10,772 9,691
Percentage change in the number of Claimant Information Sessions from the previous fiscal year +2% -0.31% -1.88% -10%
Annex 4.7.2a - SST General Division - EI appeals - EI appeals
Appeal information Number of regular files Number of group files Total number of files
Appeals in progress March 31,2020 501 208 709
Appeals received 1669 163 1832
Appeals concluded 1905 49 1954
Appeals in progress March 31, 2021 265 322 587
Annex 4.7.2b SST General Division service standards
Month Apr 2020 May 2020 June 2020 July 2020 Aug 2020 Sept 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 FY2021
Average Days 40 42 37 38 40 37 29 35 37 25 36 32 36
Met % 73 73 71 75 74 73 86 87 80 92 91 92 80
Annex 4.7.2c SST General Division decisions disputed at the Appeal Division
Appeal information Number of regular files Number of group files Total number of files
Appeals in progress March 31,2020 72 461 533
Appeals received 199 0 199
Appeals concluded 232 461 693
Appeals in progress March 31, 2021 39 0 39
Annex 4.7.2d SST Appeal Division Leave to Appeal service standard
Month Apr 2020 May 2020 June 2020 July 2020 Aug 2020 Sept 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 FY2021
Average Days 25 18 34 16 15 23 14 23 13 17 10 15 20
Met % 100 100 80 100 100 100 100 100 100 100 100 100 98
Annex 4.7.2e SST Appeal Division final decision service standard
Month Apr 2020 May 2020 June 2020 July 2020 Aug 2020 Sept 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 FY2021
Average Days 58 77 86 89 84 70 71 79 82 66 112 69 77
Met % 100 92 94 100 100 100 100 100 100 100 100 100 99
Annex 4.7.2f – SST General Division - EI allowed rate - appeals with and without representation
Annex 4.7.2f – SST General Division - EI allowed rate - appeals with and without representation - Text description follows
Text description of Annex 4.7.2f
FY2021 Unrepresented outcomes
Outcome % Share
Merit-Dismissed 56%
Merit-Allowed 31%
Concession 5%
Withdrawn 5%
Late-Extension of time refused 2%
Summary Dismissal 1%
Other 0%
FY2021 Represented outcomes
Outcome % Share
Merit-Dismissed 33%
Merit-Allowed 46%
Concession 5%
Withdrawn 9%
Late-Extension of time refused 0%
Summary Dismissal 4%
Other 3%
  • Note on charts: Percentage allowed rate is based on final decisions (allowed and dismissed) only.
Annex 4.7.2g – SST Appeal Division - allowed rate – EI appeals with and without representation
Annex 4.7.2g – SST Appeal Division - allowed rate – EI appeals with and without representation - Text description follows
Text description of Annex 4.7.2g
FY2021 Unrepresented outcomes
Outcome % Share
Leave to Appeal Denied 41%
Allowed 27%
Dismissed 20%
Late Appeal Denied 5%
Withdrawn 5%
Other 2%
FY2021 Represented outcomes
Outcome % Share
Leave to Appeal Denied 2%
Allowed 5%
Dismissed 87%
Late Appeal Denied 2%
Withdrawn 4%
Other 0%
  • Note on charts: Percentage allowed rate is based on final decisions (allowed and dismissed) only.
Annex 4.7.2h – SST Appeal Division - allowed rate – EI appeals with and without representation (groups excluded)
Annex 4.7.2h – SST Appeal Division - allowed rate – EI appeals with and without representation (groups excluded) - Text description follows
Text description of Annex 4.7.2h
FY2021 Unrepresented outcomes
Outcome % Share
Leave to Appeal Denied 41%
Allowed 27%
Dismissed 20%
Appeals Concluded for other reasons 7%
Late Appeal Denied 5%
Withdrawals 0%
FY2021 Represented outcomes
Outcome % Share
Leave to Appeal Denied 24%
Allowed 49%
Dismissed 16%
Appeals Concluded for other reasons 11%
Late Appeal Denied 0%
Withdrawals 0%
  • Note on charts: Percentage allowed rate is based on final decisions (allowed and dismissed) only.
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