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

On this page

• List of abbreviations
• Annex 4.2.2a – Electronic services: partially or fully automated claims (%)
• Annex 4.3.1a – Electronic services: claimants receiving benefits through direct deposit (%)
• Annex 4.3.1b – Points of service for EI Program delivery (number)
• Annex 4.3.1c – Service delivery: in-person Employment Insurance requests (in millions)
• Annex 4.3.1d – Service delivery: eServiceCanada Employment Insurance requests (in thousands)
• Annex 4.3.1e – Community Outreach & Liaison Services: all Employment Insurance information sessions – Citizens (Number)
• Annex 4.3.1f – Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
• Annex 4.3.1g – Community Outreach and Liaison Services: employers reached (number)
• Annex 4.3.1h – Community Outreach and Liaison Services: work-sharing sessions – Citizens (number)
• Annex 4.3.1i – Community Outreach and Liaison Services: outreach support centre Employment Insurance requests1 (in thousands)
• Annex 4.3.2a – 1 800 O-Canada Employment Insurance related calls: (in thousands)
• Annex 4.3.2b – 1 800 O-Canada Employment Insurance related calls: first call resolution - (%)
• Annex 4.3.2c – Call centres: Enquiries resolved via Employment Insurance voice response system (in millions)
• Annex 4.3.2d – Call centres: calls answered (Employment Insurance call centre) (in millions)
• Annex 4.3.2e – Call centres: client attempts to contact a call centre agent
• Annex 4.3.2f – Call Centres: first contact resolution – Employment Insurance call centre  
• Annex 4.3.3a – Electronic services: applications submitted online (%)
• Annex 4.3.3b – Service delivery: My Service Canada Account logins (in millions)
• Annex 4.3.3c – Service delivery: EI Claimants who accessed My Service Canada Account (%)
• Annex 4.4.1a – Electronic records of employment (eROEs): % distribution of paper records of employment versus electronic records of employment (%)
• Annex 4.4.1b – Electronic records of employment (eROEs): new record of employment web registrations (number)
• Annex 4.4.1c – Electronic records of employment (eROEs): records of employment submitted electronically by employers (number)
• Annex 4.4.2a – Employment Insurance claims processing: claims processed (number)
• Annex 4.5.1a – Employment Insurance claims processing: speed of payment (%)
• Annex 4.5.2a – CX Survey – evolution CX1 to CX 4 overall service channel satisfaction
• Annex 4.5.2b – CX Survey – evolution EI overall satisfaction
• Annex 4.6.1a – EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
• Annex 4.6.1b – 15-year overview of claimant errors
• Annex 4.6.1c – 15-year overview of employer errors
• Annex 4.6.1d – 15-year overview of ESDC errors
• Annex 4.6.3a – Number of Claimant Information Sessions over the last 4 fiscal years
• Annex 4.7.2a - SST General Division - EI appeals - EI appeals
• Annex 4.7.2b – SST General Division service standards
• Annex 4.7.2c – SST General Division decisions disputed at the Appeal Division
• Annex 4.7.2d – SST Appeal Division Leave to Appeal service standard
• Annex 4.7.2e – SST Appeal Division final decision service standard
• Annex 4.7.2f – SST General Division - EI allowed rate - appeals with and without representation
• Annex 4.7.2g – SST Appeal Division - allowed rate – EI appeals with and without representation
• Annex 4.7.2h – SST Appeal Division - allowed rate – EI appeals with and without representation (groups excluded)

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021

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%

• 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.  The 579 total for FY2021 represent the points of service including: Service Canada Centres, Scheduled Outreach sites, Service Delivery Partners and Service Canada Community Offices. The total does not include the Service Canada Centre - Passport Service sites.
• ² As a result of the pandemic, the Service Canada Centres were closed in March 2020. EI Volumes for 2020 to 2021 only include activities that occurred in Service Canada Centres as a result of an appointment or since they're reopening in July 2020. In response to the pandemic, eServiceCanada was launched in March 2020, enabling clients to request assistance for EI via an online form. Once a form was submitted, an officer would call the client within 2 business days to either provide the client assistance or, if necessary, make an appointment to see an officer in a Service Canada Centre; note that eServiceCanada volumes are not included in this table.3Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• 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 As a result of the pandemic, the Service Canada Centres were closed in March 2020. EI Volumes for 2020 to 2021 only include activities that occurred in Service Canada Centres as a result of an appointment or since they're reopening in July 2020. In response to the pandemic, eServiceCanada was launched in March 2020, enabling clients to request assistance for EI via an online form. Once a form was submitted, an officer would call the client within 2 business days to either provide the client assistance or, if necessary, make an appointment to see an officer in a Service Canada Centre; note that eServiceCanada volumes are not included in this table.
• ³ Percentage change between 2019 to 2020 and 2020 to 2021.
• ⁴ Number rounded up to avoid discrepancies

Annex 4.3.1d Service delivery: eServiceCanada Employment Insurance requests^1,2 (in thousands)

Region	FY20213
Atlantic	556
Quebec	353
Ontario	528
Western	160
Canada	1,603

• Note: Totals may not add up due to rounding.
• Source: Service Canada, eServiceCananda, Employment Insurance (EI) administrative data from Microsoft Dynamics.
• ¹ These values could reflect multiple requests by the same client. Data include all EI services requested by clients as they complete the eServiceCanada form on Canada.ca.
• ² The total for Canada includes over 5,000 requests from outside of Canada.
• ³ The service request totals correspond to requests made by nearly 1.3 million EI clients.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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

• Note: Totals may not add up due to rounding.
• Source: Service Canada, Outreach Support Centre, Employment Insurance (EI) administrative data from ATOM.
• ¹ These values could reflect multiple requests by the same client.

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%

• 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 2019 to 2020 and 2020 to 2021.

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%

• 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 The lower first contact resolution can be attributed to several pandemic related benefits and measures, as noted below, which by necessity required us to provide more referrals to the EI program for assistance that was more than general in nature.
  • The pandemic year introduced new measures to Employment Insurance that affected the eligibility of applicants.
  • New benefits became available as a result of the pandemic which also required agents to provide details on other programs at the same time as providing information on Employment Insurance.
  • Service delivery methods changed with the in-person channel which may have created enquiries and referrals with 1 800 O-Canada that would not otherwise have existed.
• ³ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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

• Source: Employment and Social Development Canada.

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

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage point change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Note: Totals may not add up due to rounding.
• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Regional breakdowns for My Service Canada Account (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. 2Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Note: Totals may not add up due to rounding.
• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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	-

• 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 4.4.1b 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%

• Source: Record of Employment (ROE) Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
• ² Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• 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 Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada, Employment Insurance (EI) administrative data.
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada Client Experience Survey 2020-21
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• Source: Service Canada Client Experience Survey 2020 to 2021
• ¹ Percentage change between 2019 to 2020 and 2020 to 2021.

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%

• 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

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.

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.

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.

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%

• Source: Employment and Social Development Canada.

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

• Note: The goal is to complete 80% of decision within 45 days from the date the appeal is filed with the Tribunal

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

• Note: The service standard is to make Leave to Appeal decisions within 45 days 80% of the time

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

• Note: Final decisions are made within 150 days of the Leave to Appeal decision, 80% of the time
• As of July 1, 2020, the service standard was updated from 210 days 85% of the time to 150 days 80% of the time.
• The percentage met for FY2021 is a combination of Q1 at 210 days and Q2 onwards at 150 days.

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.

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.

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.