ARCHIVED - Veterans Affairs Canada

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Section II – Analysis of Program Activities by Strategic Outcome

Veterans Affairs' Program Activity Architecture (PAA) was modified in June 2006 to incorporate the New Veterans Charter's programs and services implemented on April 1, 2006. Modifications include the descriptions of our strategic outcomes and the titles and descriptions for the related program activities.

Program Activity #1.1:
Pensions, Awards, Allowances for Disability and Death; and Financial Support.

Veterans Affairs Canada provides, upon eligibility, pensions or awards for disability or death and financial support as compensation for hardships arising from disabilities and lost economic opportunities. Veterans Affairs Canada has a comprehensive and integrated range of compensation and wellness programs to support its clients. These clients include: Veterans of the First World War, the Second World War, Veterans of the Korean War, Merchant Navy Veterans, Canadian Forces members, spouses, common-law partners, certain civilians, and survivors and dependants of military and civilian personnel. Veterans Affairs also administers disability pensions for the RCMP under a Memorandum of Understanding.

VAC's mission is to provide exemplary, client-centred services and benefits that respond to the needs of our clients, in recognition of their services to Canada. The expected result which would link this program activity to the corresponding strategic outcome is:

• Eligible Veterans and others are appropriately compensated to contribute to their well-being

The Department's performance measurement strategy for monitoring the program activity's related benefits and services includes an annual review to equate the performance indicators:

• Percentage of decisions that comply with the Department's standards and business processes.

93 per cent of first applications for disability were completed within the service standard time of 24 weeks for 2006-07. Service standards for the NVC programs have not been published and therefore cannot yet be measured and reported. It is anticipated that a revised service standards brochure will be published in 2008.

• Number and duration of Veterans in receipt of Temporary Earnings Loss, Extended Earnings Loss and Canadian Forces Income Support

For 2006-07, we had 857 clients in the Temporary Earnings Loss program and 62 clients in the Extended Earnings Loss program. We did not have any clients in the Canadian Forces Income Support, Permanent Impairment Allowance or Supplementary Retirement Benefit programs. Statistical information on program activity (e.g. duration) is being developed and will be reported in future performance reports. Time spent in Earnings Loss programs should mirror the time in Rehabilitation for the most part unless the client reaches age 65 while still in Rehabilitation.

The Department's performance is also measured every two years to validate the performance indicator:

• Percentage of surveyed clients satisfied with the benefits and services which they have received.

The Client Satisfaction Survey reported global survey findings of an overall level of satisfaction of 84 per cent. This included clients both in receipt of benefits and services and those who were declined a benefit or service. Additional information on this survey can be accessed at:
www.vac-acc.gc.ca/general/sub.cfm?source=department/reports

Financial Resources ($ millions):

Human Resources (Full-Time Equivalents):

Program Activity #1.2:
Health Care and Re-establishment Benefits and Services.

Veterans Affairs Canada provides, upon eligibility, health benefits, a Veterans Independence Program, long-term care, and rehabilitation and re-establishment support to eligible Veterans and others. The Health Care Program is designed to enhance the quality of life of VAC clients, promote independence, and assist in keeping clients at home and in their own communities by providing a continuum of care.

The expected result which would link this program activity to the corresponding strategic outcome is:

• Eligible Veterans and others receive the treatment benefits and services to meet their identified needs.

The Department's performance in providing health care and re-establishment benefits and services to clients is measured by the following performance indicators:

• Total Program of Choice expenditures.

Treatment Expenditures for 2006-07 were $266.1 million.

• Total contract services to administer the program expenditures.

For 2006-07, health care processing system contract fees (not including Vocational Rehabilitation and job placement) totalled $24.6 million.

• Level of compliance with Departmental standards and business processes.

The Quality Management Program conducts reviews of Health Care Programs to assess the extent of compliance with Departmental standards and business processes. In addition, regular reviews are conducted on the quality of service delivery to Veteran clients and their families. These reviews provide evidence relating to program delivery compliance and also provide qualitative recommendations for program and service improvement.

For example, a review of compliance with Departmental policy and business processes related to the Veterans Independence Program was conducted in 2006. Results of this review revealed a high level of policy and process compliance. A full 100 per cent of files reviewed were compliant in accordance with client need for VIP services, additionally 96 per cent of the files reviewed were compliant with appropriateness of level of services provided.

• Total Rehabilitation/Vocational expenditure.

Vocational Rehabilitation expenditures for 2006-07 were $226,769.

Financial Resources ($ millions):

Human Resources (Full-Time Equivalents):

Program Activity #2.1:
Remembrance Programming

Remembrance Programming keeps alive the achievements and sacrifices made by those who served Canada in times of war, military conflict and peace; engages communities in remembrance of these achievements and sacrifices; and, promotes an understanding of their significance in Canadian life as we know it today.

VAC's mission also includes keeping the memory of Canada's Veterans achievements and sacrifices alive for all Canadians. The expected result which would link this program activity to the corresponding strategic outcome is:

• Canadians who commemorate, understand and value the achievements and sacrifices of those who have served Canada in war, military conflict and peace.

The Department's performance measurement strategy used to report on the expected result includes measuring on a regular basis the following performance indicator:

• Percentage of Canadians who are knowledgeable about and engaged in remembrance.

Successful results were achieved and are supported by the Client Satisfaction Survey which indicates that 80 per cent of VAC's clients were satisfied with how VAC delivers its Commemoration activities.

Research conducted for Veterans' Week 2006 shows that 66 per cent of Canadians (compared to 57 per cent in 2002) had heard of Veterans' Week, and that 72 per cent (compared to 68 per cent in 2002) agree that it is important to mark Veterans' Week each year. 35 per cent participated in Veterans' Week activities, up from 31 per cent in 2002.

Other research was conducted for the Year of the Veteran. The findings, released in 2006, show that awareness of the Year of the Veteran increased throughout 2005 from 19 per cent to 56 per cent. The level of participation in commemorative events and 60^th anniversary of the end of the Second World War increased through 2005 from 9 per cent to 17 per cent.

Financial Resources ($ millions):

Human Resources (Full-Time Equivalents):

Program Activity #3.1:

Veterans Review and Appeal Board redress process for disability pensions and awards

Provides Canada's war Veterans, eligible Canadian Forces Veterans and members, RCMP clients, qualified civilians and their families with full opportunity to request review and appeal hearings to ensure a fair adjudicative process for disability pension, disability award and War Veterans Allowance claims.

The Board has full jurisdiction to hear, determine and deal with all applications for review and appeal that may be made to the Board under the Pension Act, the Canadian Forces Members and Veterans Re-establishment and Compensation Act, the War Veterans Allowance Act and other Acts of Parliament. The Board's objective is to ensure that clients receive the benefits to which they are entitled efficiently, fairly and in accordance with the available evidence and the applicable legislation. The expected result which would link this program activity to the corresponding strategic outcome is:

• Fairness in the Disability Pension, Disability Award and War Veterans Allowance Program.

The Board's performance measurement strategy in meeting its strategic outcome is measured on a quarterly basis to validate the performance indicator:

• Percentage of Federal Court decisions that upholds the Board's targets.

The Board's expected results were successfully achieved. In 2006-07, the Federal Court issued 14 rulings; 7 upheld the decision of the Board and 7 did not. The Federal Court did not rule on one decision which was returned to the Board to be re-heard pursuant to a Consent Order.

Financial Resources ($ millions):

Human Resources (Full-Time Equivalents):

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