Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities
Cúram Software and the processing of Old Age Security
Date: March 26, 2026
Location: In person
Present: The Honourable Joël Lightbound, Minister of Government Transformation, Public Works and Procurement and Arianne Reza, Deputy Minister Public Services and Procurement Canada
On this page
- General items
- Delivery Modernization programme
- Related documents
- 3. Office of the Privacy Commissioner’s report on the investigation related to the development of ArriveCAN
- 4. Contracts related to ArriveCAN
- 5. Office of the Auditor General’s Report on Modernizing the Pay System
- 6. Update on the move to Dayforce
- 7. General information on Information Technology Software Procurement
- 8. Committee member interventions regarding Old Age Security and Cúram
- 9. Shared Services Canada’s role in the Benefits Delivery Modernization programme
General items
1. Opening statement
The Honourable Joël Lightbound, Minister of Government Transformation, Public Works and Procurement, Quebec Lieutenant
Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities – Cúram Software and the processing of Old Age Security
March 26, 2026
Check against delivery
561 words
Good afternoon, Mr. Chair.
Before we begin, I would like to acknowledge that we are gathered on the traditional, unceded territory of the Algonquin Anishinaabe people.
I am pleased to appear before the Committee today to discuss how procurements led by Public Services and Procurement Canada is supporting ESDC in the delivery of the Government’s Benefits Delivery Modernization programme.
With me today from PSPC are:
- Arianne Reza, Deputy Minister
- Joëlle Paquette, Acting Associate Assistant Deputy Minister, Procurement Branch
As the government’s central purchaser, PSPC is committed to ensuring all procurements are conducted in a fair and transparent manner, while delivering the requirements defined by client departments.
PSPC is supporting ESDC by overseeing the procurement process for the BDM programme. This includes conducting competitive procurements and managing contracts.
The Employment Insurance, Canada Pension Plan and Old Age Security programs—on which millions of Canadians rely—have long been supported by legacy technology, systems, and processes.
This is the result of incremental changes, extensions and layers being added to systems, some of which were designed in the 1960s and 1970s.
PSPC, jointly with Treasury Board of Canada Secretariat, and Shared Services Canada, is supporting ESDC in delivering the BDM programme in a way that protects the continuity of the Old Age Security, Canada Pension Plan and Employment Insurance benefits, and enables the transition of IT systems and business processes to deliver accurate and timely benefits.
Through a staged approach, ESDC and the BDM programme are modernizing the way the federal government serves Canadians by replacing aging and complex legacy systems with a single modern and secure software platform.
By 2031, the new solution will provide an integrated and secure cloud-based platform that is agile, adaptable and responsive to future technological innovations and policy changes.
Mr. Chair, I note that the role of PSPC is limited to procurement and contract management, which includes rigorous oversight mechanisms. Program planning, system operation, requirement definition and benefit payments are managed by ESDC.
In 2021, following an open competitive process, PSPC, on behalf of ESDC, awarded a competitive contract to procure a core technology platform.
The winning bidder was IBM, which proposed the Cúram software to deliver Old Age Security, Employment Insurance, and Canada Pension Plan benefits. The current contract value is $120.5 million-dollars, excluding taxes.
IBM provides Canada with software licenses, maintenance, and support for the Cúram software, as well as professional services related to software architecture, implementation support, optimal use of the software, and training on the software.
In spring 2021, through a competitive procurement process, PSPC awarded Master Systems Integrator contracts to 4 qualified suppliers to provide complex technology integration services.
In Spring 2022, Old Age Security implementation work was competed between these 4 suppliers, and Old Age Security became the first benefit delivered on the Cúram-based software in 2025.
It’s important to note that Cúram was designed specifically for government-operated social programs. It is currently being used to deliver of more than 900 government social programs for more than 60 million people in nearly 20 countries.
Closing
Mr. Chair, PSPC plays an important role in supporting the BDM programme through procurement.
We will continue to support ESDC and other partners to apply lessons learned and ensure that the government delivers accurate and timely benefits for all Canadians.
On that note, I’m happy to take any questions you may have for me.
Thank you.
Delivery Modernization programme
2. Old Age Security payment issues
Issue
Media is reporting on delays and errors in payments to seniors in the delivery of Canada’s Old Age Security pension benefits.
Key facts
- Cúram software was procured following a competitive procurement process in 2021
- Implementation of Old Age Security on Cúram was contracted to Deloitte Inc. in April 2022 following a competitive procurement process
- the total value of that work was $315.3 million excluding taxes
- Old Age Security was the first benefit delivered on the new Cúram-based Benefits Delivery Modernization platform, with 7.4 million seniors receiving benefits since April 2025
Key messages
- Public Services and Procurement Canada remains committed to achieving value for money under the broader Benefits Delivery Modernization programme through active contract management, including rigorous cost control and oversight mechanisms
- Through active contract management and effective governance, Public Services and Procurement Canada has maintained visibility on Old Age Security work that has largely been driven by required Benefits Delivery Modernization Programme architectural changes and enhancements to in-scope requirements
- Public Services and Procurement Canada’s role is limited to procurement and contract management. System operation and benefit payments are the responsibility of Employment and Social Development Canada
If pressed on comparisons to SAAQclic:
- initial cost estimates for complex information technology programmes are prepared at a time when information on scope, timelines, and dependencies is still limited, even though the objective from the outset is to deliver solutions that function correctly and fully protect Canadians’ personal information
- Benefits Delivery Modernization work is being procured in phases to reduce risk and obtain best value through competition as requirements are increasingly better defined
- work to implement the Old Age Security system was competitively procured in accordance with Canada’s contract cost principles
Background
Benefits Delivery Modernization is a long-term federal initiative to replace obsolescent systems used to deliver payments to Canadians for Old Age Security (OAS), Employment Insurance and the Canada Pension Plan. Public Services and Procurement Canada (PSPC) supports the program by conducting competitive procurements and managing contracts on behalf of Economic and Social Development Canada (ESDC). Individual benefits are onboarded in stages to manage risk and ensure service continuity. PSPC continues to work with ESDC to apply lessons learned as additional benefits are modernized.
Through a competitive procurement process, PSPC awarded 4 Master Systems Integrator Contracts to 4 qualified Systems Integrators in Spring 2021. OAS implementation work was competed between these suppliers.
In 2021, PSPC awarded a competitive contract to procure Cúram software to IBM Canada, currently valued at $120.5 million, excluding taxes.
Related documents
3. Office of the Privacy Commissioner’s report on the investigation related to the development of ArriveCAN
Issue
On March 12, 2026, the Office of the Privacy Commissioner of Canada released its report on the investigation into the contracting practices of the Canada Border Services Agency related to the development of ArriveCAN.
Note: All questions relating to the definition of security requirements should be answered by the Minister of Public Safety and referred to the Canada Border Services Agency.
Key facts
- As the contracting authority for 8 of the contracts that were examined as part of the investigation, Public Services and Procurement Canada confirmed that all relevant contracts included proper security clauses, validated security clearances, and provided relevant information to support the Office of the Privacy Commissioner of Canada’s review
Key messages
- Public Services and Procurement Canada is committed to ensuring the security of federal government information, assets and sites throughout the procurement lifecycle
- Public Services and Procurement Canada screens contractors doing business with the Government of Canada and ensures that they meet their contract security requirements
- Public Services and Procurement Canada also continues to reinforce documentation, oversight, and due diligence in procurement processes, consistent with recommendations from previous audits by the Procurement Ombud and the Auditor General
If pressed on the one vendor that did not have a Designated Organization Screening with approved Document Safeguarding Capability at contract award:
- while the vendor in question did not hold a Designated Organization Screening at contract award, they held a Facility Security Clearance, which is a higher clearance, and was therefore eligible for this contract
- although the original contract also included a Designated Safeguarding Capability requirement, the capability was not ultimately required by the Canada Border Services Agency and was later removed at their request via an amendment to the contract
- in its report, the Office of the Privacy Commissioner agreed that a Designated Organization Screening was not required because no personal information collected through ArriveCAN was stored outside of the Canada Border Services Agency’s infrastructure
Background
When Public Services and Procurement Canada (PSPC) is the contracting authority for a Government of Canada contract with security requirements, PSPC administers contract security throughout the contract lifecycle. PSPC conducts organizational and personnel screening for contractors and private-sector personnel requiring access to protected or classified information, assets, or sites. Client departments remain responsible for defining contract security requirements and safeguarding their information, assets, and facilities.
Designated Organization Screening and Facility Security Clearance are both organizational screenings. Designated Organization Screening covers Protected information, while Facility Security Clearance extends access to Classified information.
Following its investigation, the Office of the Privacy Commissioner found no contravention of sections 7 or 8 of the Privacy Act and deemed the complaint not well‑founded.
4. Contracts related to ArriveCAN
Issue
The Canada Border Services Agency was responsible for developing and managing the ArriveCAN tool based on the Public Health Agency’s health requirements enforced by the Quarantine Act.
Key facts
- 46 different contracts were used in support of ArriveCAN
- among these 46 contracts, it has been confirmed that 31 were awarded by Public Services and Procurement Canada under its authorities
- The majority of the contracts were issued for broader requirements where ArriveCAN was just one of many projects delivered under the contracts
- According to the Canada Border Services Agency (per Order Paper Question 881, November 2022), the government spent $29.8 million on contracts for ArriveCAN
- 19 contracts were competitive under normal contracting authorities, including 6 that were set-aside for Indigenous businesses under the Procurement Strategy for Indigenous Business
- 12 contracts were non-competitive, including 8 contracts to procure software licenses that were sole sourced due to intellectual property rights or urgent need
- of the 12 non-competitive contracts, 4 used COVID-19 emergency Contracting Authorities to procure information technology consultants
- 11 of the 31 contracts Public Services and Procurement Canada issued were awarded before the COVID-19 pandemic and were leveraged by the Canada Border Services Agency to bring in resources to work on ArriveCAN
- 4 contracts were awarded to GC Strategies, including 3 that were awarded non-competitively, using emergency contracting authorities
Key messages
- Public Services and Procurement Canada is committed to open, fair and transparent procurement processes, while obtaining the best possible value for Canadian taxpayers
- The Canada Border Services Agency had an urgent requirement for professional services to support the development, integration and maintenance of a new secure application to support its response to the COVID-19 pandemic
- Public Services and Procurement Canada provided procurement support to the Canada Border Services Agency, who was responsible for defining the business requirements and managing the development of ArriveCAN
If pressed on subcontracting:
- within the information technology industry, it is common for firms to subcontract or collaborate with other suppliers or individuals to address particular information technology challenges and solutions
- the 31 contracts that Public Services and Procurement Canada awarded allowed for the contract holder to subcontract to other firms as necessary
- Canada does not have a contractual relationship with any subcontractors. The prime contractor is responsible for the performance and the contractual obligations of subcontractors
If pressed on why Public Services and Procurement Canada will not provide the names of subcontractors:
- for confidentiality reasons, the Government of Canada does not disclose the names of companies who have worked as subcontractors for one of its suppliers, as this is considered confidential business information
If pressed on who made the decision to contract with GC Strategies:
- GC Strategies was selected by the Canada Border Services Agency
- Public Services and Procurement Canada was not involved in the discussions that led to this decision
- the Canada Border Services Agency submitted a sole source contract request, along with a valid sole source justification, to Public Services and Procurement Canada for the award of a non-competitive contract due to pressing emergency where a delay would have been injurious to the public
- Public Services and Procurement Canada reviewed the sole source justification and determined it was valid considering the global pandemic context and the urgent need for a tool to support health requirements at the border. Exceptional COVID-19 Emergency Contracting Authorities were in place at the time
- GC Strategies was previously working on other mobile applications with the Agency and was qualified under the Task-Based Informatics Professional Service Supply Arrangement when it was selected by the Canada Border Services Agency to develop ArriveCAN
If pressed on GC Strategies’ ability to continue to contract with federal government:
- in response to multiple instances of serious wrongdoing, Public Services and Procurement Canada debarred GC Strategies from the federal procurement system for 7 years in June 2025
- Public Services and Procurement Canada’s Office of Supplier Integrity and Compliance continues to administer the Ineligibility and Suspension Policy in order to hold companies accountable, deter wrongdoing, and promote more ethical conduct
Background
Public Services and Procurement Canada provided procurement support to the Canada Border Services Agency and the Public Health Agency of Canada in the delivery of the ArriveCAN program. Specifically, Public Services and Procurement Canada awarded 31 of the 46 contracts used in the development, launch, and maintenance of the ArriveCAN app.
In pressing emergencies where there is significant human and/or financial risks, Public Services and Procurement Canada may enter into non-competitive contracts under exceptional emergency contracting authorities provided for in the Government Contract Regulations and in accordance with the Treasury Board Directive. Public Services and Procurement Canada leveraged those authorities for 4 of the ArriveCAN contracts.
It is important to understand that contract management is a shared responsibility between Public Services and Procurement Canada and its clients. While Public Services and Procurement Canada negotiates and awards contracts, departments are responsible for monitoring and certifying the delivery of goods and services under a contract. In the case of professional services contracts, departments also determine what priorities contractors will work on within the allowable scope of each contract.
In June 2025, new authorities under the Ineligibility and Suspension Policy enabled the Registrar of Ineligibility and Suspension to declare GC Strategies ineligible from competing for or being awarded federal contracts or real property agreements for a period of 7 years. The ineligibility period for the company reflects the severity and duration of the misconduct, as well as the significant impact on the federal procurement system.
5. Office of the Auditor General’s Report on Modernizing the Pay System
Issue
The objective of the Office of the Auditor General’s audit was to examine if the Treasury Board of Canada Secretariat and Public Services and Procurement Canada were managing the Human Resources and Pay Transformation Project so that they could ensure that federal public servant's pay transactions would be accurate and on time, and the project would provide value for money, once implemented. There were 3 recommendations implicating Public Services and Procurement Canada.
Key facts
- As of February 2026, outstanding pay transactions older than one year have been reduced by 52%, over 106,000, from their peak at the end of 2023
- the backlog currently stands at 98,000 cases
Key messages
- The Auditor General found that we are managing the project to transform the pay system so that public servants will be paid accurately and on time and that the project will provide value for money once implemented
- Public Services and Procurement Canada accepts the Auditor General’s recommendations and will continue to implement them
- Public Services and Procurement Canada is working with the Treasury Board Secretariat to review existing service standards, and government-wide reporting mechanisms to ensure they remain relevant in today’s environment and support timely and accurate pay
- Also, Public Services and Procurement Canada will include costs to transition departments and agencies to the new system in its cost estimates, and will demonstrate good value for money by measuring whether costs to process pay transactions in Dayforce will decrease compared to the current state
Background
The Office of the Auditor General of Canada has tabled a report examining the government’s efforts to modernize the federal pay system following the challenges associated with the Phoenix pay system.
The Auditor General found that progress was slow regarding simplification of pay rules, that Public Services and Procurement Canada (PSPC) made limited progress in eliminating the backlog of pay transactions, and that PSPC had gaps in its preliminary cost estimates. The Auditor General concluded that the Treasury Board Secretariat (TBS) and PSPC are managing the HR-to-Pay Transformation in a way that ensures the future system will deliver accurate pay on time and demonstrate value for money.
The Auditor General recommends that TBS and PSPC fix gaps in service standards, and that PSPC assess and mitigate any adverse effects of its backlog reduction approach, especially for departments that will onboard Dayforce later in the project, while considering factors that could increase pay transactions, such as workforce reductions. The Auditor General further recommends that PSPC’s cost estimates include costs to transition departments and agencies to the new system, and that PSPC determine if costs to process pay transactions will decrease with Dayforce, compared to the current state.
Lessons learned from previous pay initiatives
We are taking a cautious and deliberate approach to reduce operational risks, avoid mistakes of the past, and apply lessons from Goss Gilroy’s 2018 independent review, such as:
- a single project sponsor and broad, inclusive governance supported by an effective challenge function and 3rd party oversight
- proactive and open communication of relevant details, project documentation, and decisions through the Transparency by Design initiative
- engaging and involving public servants and bargaining agents through sessions to build awareness, validate requirements, and comprehensively test the new system
- Public Services and Procurement Canada will deploy Dayforce across the Government of Canada in a structured, phased approach to reduce risk, manage complexity, incorporate lessons learned and verify readiness across departments
- each phase is interdependent and includes detailed deliverables, timelines, and governance checkpoints
6. Update on the move to Dayforce
Issue
Progress continues to be made on the transition from the Phoenix system to the Dayforce human resources and pay solution.
Notes:
- all questions related to the mental health of public servants, collective agreements, overpayment write-offs due to the 6-year statutory restriction and compensation for Phoenix damages should be directed to the President of the Treasury Board
- issues related to income tax are under the purview of the Minister of Finance and National Revenue
Key facts
- As of February 25, 2026, the overall inventory of transactions waiting to be processed at the Pay Centre has decreased by 66% since the peak of January 2018, representing a reduction of 417,000 transactions
Key messages
- The Government of Canada remains committed to supporting employees and continues to take action and implement measures on all fronts to resolve public service pay issues
- In July 2025, the Government of Canada shifted its focus to finalizing the design and build of the Dayforce solution, which reinforces its commitment to digital transformation focused on transparency, efficiency, and paying employees accurately and on time
- The Dayforce solution is progressing well, with pre-implementation activities underway, including design and build
- Enterprise testing is set to begin in summer 2026
- the Canadian Nuclear Safety Commission will deploy first, followed by Public Services and Procurement Canada and Shared Services Canada, with all 3 having a planned go-live date in 2027 to 2028
If pressed on the effects of Workforce Adjustment and the backlog:
- as part of workforce adjustment, affected employee accounts will be resolved, including any backlog cases
- collaboration with client departments, ongoing monitoring of intake patterns, and capacity allocation according to case complexity are critical to mitigating risk. Adjustments to prioritization strategies will be required to protect service standards and maintain overall backlog stabilization
If pressed on the 10-year Phoenix report by the Professional Institute of the Public Service of Canada :
- while meaningful progress has been achieved, Public Services and Procurement Canada acknowledges that some employees continue to experience pay issues
- the department continues to invest in the stabilization of the current system while providing targeted, compassionate support to affected employees which includes:
- the increased use of technological tools now makes it possible to process a large volume of compensation cases, speeding up the resolution of complex transactions and significantly reducing processing times
- continued modernization of human resources and pay management processes, and standardization of pay processes across departments
Background
In 2025 to 2026 and 2026 to 2027, Public Services and Procurement Canada (PSPC), in collaboration with its partners, will focus on finalizing the building and testing of the Dayforce solution. In parallel, essential change management activities will be undertaken to support departmental, operational, and enterprise readiness for a potential deployment.
On August 21, 2025, the acquisition of Dayforce by Thoma Bravo, a private equity firm specializing in software investments, based in the United States, was announced. The contract between the Government of Canada and Dayforce, which was amended on March 31, 2025, remains valid. The solution is hosted in Canada and all the resources who work on the contract directly require Canadian clearances or equivalent. The contract also requires that all data be stored in Canada. Dayforce reaffirmed its commitments to the Government of Canada and emphasized that the acquisition would not affect the existing partnership, service delivery, or contractual obligations.
Since the launch of Phoenix, PSPC has implemented a series of measures focused on stabilizing the administration of pay. We have also focused on other operational priorities in pay administration including parental leave, disability management, terminations, and overpayment recovery. We have improved service standard compliance while managing sustained increases of transactions submitted to the Pay Centre by departments and agencies. PSPC is looking at Artificial Intelligence (AI) to further automate case processing. AI will play a key role in managing transactions at the Pay Centre, and it will help to process transactions faster, with greater efficiency and accuracy. We are also taking a proactive approach to transparency by publicly sharing updates on our AI activities and achievements.
In addition, the Automated Benefit Enrollment initiative is a multi-phase project designed to streamline and automate benefits enrollment. By reducing manual processes, this initiative allows compensation advisors to focus on complex transactions across the Government of Canada.
Dayforce
Following extensive research, rigorous testing and a comprehensive feasibility assessment, the Government of Canada confirmed that Dayforce will replace Phoenix and more than 30 existing HR systems. This new approach is grounded in lessons learned, including strengthened governance, robust engagement with departments and bargaining agents, phased implementation, and full transparency.
As part of the change management approach, training will be a key factor for success and efforts to begin supporting organizations in their readiness to onboard have already begun. These efforts aim to ensure a smooth transition and reflect the government’s commitment to transparency, efficiency, and paying public servants on time and accurately.
Overpayments
Since October 2021, we have increased our efforts to seek repayment from employees and former employees who were overpaid. In the 2025 calendar year, pay accuracy now sits around 98.4%, and most remaining errors are caused by human resources (HR) actions that are delayed or entered incorrectly. The most common cause of an overpayment is a late entry or processing of a transaction that affects an employee's pay, which accounts for about 70% of all overpayments. Strong HR management and accountability are essential. Departments and managers must enter information on time and accurately. When they do not, it can lead to incorrect pay, including overpayments. The Pay Centre provides regular updates where the importance of timely and accurate data entry by HR within our client departments is reiterated.
Additionally, as part of the Unified Actions for Pay (UAP) initiative, Treasury Board of Canada Secretariat and PSPC introduced new measures to strengthen HR and pay practices and improve the reliability and consistency of HR data. These measures support better pay outcomes for employees, increase system automation and enhance data quality within existing procedures and standards.
Status of the backlog
As of February 25, 2026, the overall inventory of transactions waiting to be processed at the Pay Centre has decreased by 63% since the peak of January 2018, representing a reduction of 417,000 transactions. Additionally, there are 98,000 outstanding transactions over one year old, a decrease of 7,000 from the previous month.
Between April 2025 and June 2026, PSPC estimates that it will process a total of 122,500 backlog and priority cases as part of its commitment to the backlog and in preparation for the initial onboarding to Dayforce.
7. General information on Information Technology Software Procurement
Issue
Public Services and Procurement Canada, as a common service provider, is responsible for the procurement of application software to help client departments conduct day to day business operations.
Key facts
- N/A
Key messages
- Public Services and Procurement Canada supports federal departments in planning and executing their software procurements, whether commercial off‑the‑shelf or custom-developed, and whether deployed on‑premise or delivered as software‑as‑a‑service
- Public Services and Procurement Canada develops the procurement strategy, conducts industry engagement and solicitation activities, coordinates evaluations and contractor selection, leads negotiations when required, and awards and manages the resulting contracts
- Public Services and Procurement Canada employs multiple procurement approaches for software, including competitive Requests for Proposals, non‑competitive processes when justified (e.g., due to intellectual property rights), as well as established instruments such as Supply Arrangements and the Artificial Intelligence Source List
Background
Public Services and Procurement Canada (PSPC) plays a central role in federal operations as the Government of Canada’s central purchasing agent. PSPC is responsible for the procurement of requirements related to software applications, technology-enabled major projects, digital transformation and innovation.
PSPC supports a broad spectrum of software procurements—from low‑complexity requirements and renewals of maintenance and support services for existing licences to highly complex digital‑transformation initiatives, including major projects such as Employment and Social Development Canada’s Benefit Delivery Modernization, Immigration, Refugees and Citizenship Canada’s Digital Platform Modernization, and Canada Border Services Agency’s Assessment and Revenue Management system.
Application software refers to computer programs designed to help users perform specific tasks or functions. Unlike system software (like operating systems), which runs the computer itself, application software is what people actually use to get work done.
Shared Services Canada is responsible for software procurement related to Data centers, networks, email, cloud services and workplace technologies.
PSPC administers several software procurement vehicle, including the Artificial Intelligence Source List, the Software Licensing Supply Arrangement for on-premise software and the Software-as-a-Service Supply Arrangement for cloud-based solutions.
8. Committee member interventions regarding Old Age Security and Cúram
Andréanne Larouche
Political Affiliation: Bloc Québécois
Constituency: Shefford, Quebec
At the Standing Committee on Human Resources, Skills and Social Development’s meetings in February 2026, MP Larouche discussed the implementation of the Cúram software, stating that processing errors have impacted 85,000 seniors. She noted reports of individuals experiencing benefit delays of up to 9 months and characterized the situation as a risk to their financial stability. MP Larouche highlighted a 277% increase in project costs and cited low performance ratings from public servants as evidence of systemic issues. To address these concerns, she moved motions on February 5 and February 12, 2026, requesting that Minister Lightbound and Minister Hajdu testify before the committee and the latter provide a regional breakdown of affected cases. Her aim is to ensure these administrative challenges are resolved before the software is expanded to Employment Insurance and the Canada Pension Plan.
Annie Koutrakis
Political Affiliation: Liberal
Constituency: Vimy, Quebec
At the Standing Committee on Human Resources, Skills and Social Development’s October 28, 2025, meeting, MP Koutrakis questioned the Secretary of State for Seniors on the operational priorities and goals of the Employment and Social Development Canada. She acknowledged that while the Old Age Security (OAS) system is being modernized with a self-serve portal, some seniors have experienced delays in accessing their benefits and services. MP Koutrakis raised inquiries into what is being done to improve service delivery and reduce wait times for seniors applying for OAS and Guaranteed Income Supplement despite the modernization of the system. She also sought to understand how the mandate to provide a comfortable retirement for those who worked their whole lives aligns with the broader goals of the department.
Natilien Joseph
Political Affiliation: Liberal
Constituency: Longueuil—Saint-Hubert, Quebec
At the Standing Committee on Human Resources, Skills and Social Development’s February 5, 2026 meeting, MP Joseph addressed reported delays and service problems regarding OAS benefits. He noted that Quebec media had recently highlighted issues for seniors receiving these payments and requested a specification of the measures being implemented to ensure beneficiaries in his riding and across Canada receive their benefits reliably and on time. MP Joseph sought to understand how the government is addressing these service challenges to maintain the reliability of the system for seniors.
Laila Goodridge
Political Affiliation: Conservative
Constituency: Fort McMurray—Cold Lake, Alberta
At the Standing Committee on Human Resources, Skills and Social Development’s February 5, 2026, meeting, MP Goodridge discussed administrative delays within the OAS, drawing comparisons to previous federal payroll transitions (i.e. Phoenix). She cited a constituent's 150-day wait for benefits and noted the difficulties seniors face when attempting to resolve these issues through standard contact channels. MP Goodridge expressed concern that technical errors may be causing significant stress for beneficiaries and suggested that a lack of resolution has led many to seek assistance from the media. She emphasized the need to ensure that system issues are addressed before the software is implemented for other federal programs.
Rosemarie Falk (Vice-Chair)
Political Affiliation: Conservative
Constituency: Battlefords—Lloydminster—Meadow Lake, Saskatchewan
During the Standing Committee on Human Resources, Skills and Social Development’s meetings in February 2024, MP Falk criticized federal policies regarding OAS, arguing that the 2022 increase restricted to seniors aged 75 and older created "2 classes of seniors." She expressed support for Bill C-319, which seeks to extend the 10% pension increase to seniors aged 65 to 74, while questioning the government's willingness to provide the necessary royal recommendation for the bill to proceed. MP Falk also highlighted that financial pressures and the rising cost of living are reportedly forcing some seniors to remain in or return to the workforce, and she requested that the committee be provided with data on the number of retirees returning to work to ensure ministerial accountability.
Other members of the committee have not made significant interventions at committee related to OAS and Cúram.
9. Shared Services Canada’s role in the Benefits Delivery Modernization programme
Issue
Shared Services Canada supports Employment and Social Development Canada’s in the delivery of the Benefits Delivery Modernization programme.
Key facts
- On March 17, 2025, all 7.4 million Old Age Security recipients were successfully migrated to the new Benefits Delivery Modernization platform
- On November 18, 2025, compassionate care benefits for self-employed individuals launched on the Benefits Delivery Modernization platform
- The next phase of Benefits Delivery Modernization programme includes onboarding Employment Insurance services to the new system, followed by the transition of Canada Pension Plan services
- From 2017 to 2018 to 2025 to 2026, Shared Services Canada has spent approximately $14 million to support the Benefits Delivery Modernization project, which is within budget
Key messages
- The Benefits Delivery Modernization programme will transform and modernize the digital infrastructure that delivers major social benefits to Canadians, improving service, increasing agility and strengthening security
- Shared Services Canada enables Benefits Delivery Modernization by providing cloud connectivity services and overseeing the integration and procurement of key information technology solutions, including contact centre technologies and identity management solutions
- Shared Services Canada also participates in Benefits Delivery Modernization’s governance, offering strategic advice and engaging industry experts to support delivery and modernization objectives
- Shared Services Canada is enhancing information technology infrastructure by implementing bandwidth upgrades and strengthening network security to support secure connectivity from cloud-based Benefits Delivery Modernization software to other software systems
If pressed on payment delays due to the Cúram platform:
- the Cúram platform is led by Employment and Social Development Canada, which is a managed service and is not an information technology software package
- Public Services and Procurement Canada was the lead for the procurement of this platform and is best placed to address related questions
Background
The Treasury Board of Canada Secretariat (TBS), Shared Services Canada (SSC), and Public Services and Procurement Canada (PSPC) support Employment and Social Development Canada (ESDC)’s Benefits Delivery Modernization (BDM) programme.
- SSC provides:
- project engagement and oversight for cloud platform integration
- engagement and integration on key BDM-related initiatives, including contact centre procurement and the procurement of identity management solutions
- ongoing support for infrastructure and solution modernization
- insight, feedback and guidance to ESDC throughout the life cycle of the programme, including participation in programme governance
- engagement with internal and industry subject matter experts to support BDM planning and delivery
- PSPC:
- acts as the contracting authority for system integration services and core technologies required for BDM
- TBS:
- co‑chairs and participates in committees related to the BDM programme
- through the Office of the Chief Information Officer (OCIO), oversees digitally enabled government projects, including the BDM programme
- ESDC:
- delivers benefits under Old Age Security, the Canada Pension Plan, and Employment Insurance
- provides Canadians access to these programs through Service Canada in person, online, and by phone
- is responsible for planning, implementing, and reporting on the BDM program