ARCHIVED - Veterans Affairs Canada

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Section II – Analysis of Program Activities by Strategic Outcomes

Strategic Outcome #1: Eligible Veterans and other clients achieve their optimum level of well-being through programs and services that support their care, treatment, independence, and re-establishment.

Program Activity 1.1: Compensation and Financial Support

Compensation and Financial Support

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
925	2,125.1	909	2,007.2	909	2,007.1

Program Activity Expected Results	Performance Indicators	Targets	Date to achieve Targets
Eligible Veterans and other clients are able to meet their basic living expenses	Percentage of eligible Veterans and other clients who are able to meet their basic living expenses	70 percent of eligible Veterans and other clients are able to meet their basic living expenses	March 31, 2011
Eligible Veterans and other clients feel the extent and impact of their service-related disability has been recognized by Veterans Affairs Canada	Percentage of eligible clients who feel the disability benefits they have received from Veterans Affairs Canada recognizes the impact that their service-related disability has on them	60 percent of eligible clients feel the disability benefits they have received from Veterans Affairs Canada recognizes the impact that their service-related disability has on them	March 31, 2011

Veterans Affairs 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 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, and the Korean War, Merchant Navy Veterans, Canadian Forces 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 Royal Canadian Mounted Police under a Memorandum of Understanding.

Planning Highlights

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Continue to modernize the service delivery framework through a human resources and operations plan so that we have the right people, with the right skills, in the right place, at the right time.
• Work with the CF to examine the New Veterans Veterans Charter programs in order to make the necessary changes to meet their needs. These processes will permit us to identify the gaps and make the necessary changes.
• Renew service delivery through activities such as enhanced case management, further development of the Integrated Personnel Service Centres, streamline case management for seriously injured clients, increased monitoring of operational performance, increased partnerships and enhanced technology.
• Improve access to benefits and services by updating and renewing policies and processes and other tools to meet the changing demographics of our client base, and to support service modernization.
• Enhance program management through the implementation of a framework to provide a consistent approach to program oversight, management and reporting.
• Implement amendments to the War Veterans Allowance Act extending benefits to Allied Veterans and their families.
• Increase efficiency and consistency in managing cases in the Bureau of Pensions Advocates by monitoring and follow-up of the Advocates Without Borders initiative.

Benefits for Canadians

By ensuring all programs are delivered effectively and with the best possible outcomes for clients, Veterans Affairs strives to improve the quality of life for Canadians through providing appropriate compensation for its clients.

VA Clients (left to right): Traditional War Veterans, Modern Day Veterans, and RCMP

Program Activity 1.2: Veterans Health Care and Re-establishment

Veterans Health Care and Re-establishment

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
1,853	1,141.0	1,832	1,164.4	1,832	1,163.1

Program Activity Expected Results	Performance Indicators	Targets	Date to Achieve Targets
Eligible Veterans' and other clients' health care needs are met	Percentage of eligible Veterans and other clients who report good, very good, or excellent health	60 percent of eligible Veterans and other clients report good, very good. or excellent health	March 31, 2011
Eligible Veterans and other clients actively participate in the civilian workforce	Percentage of eligible Veterans and other clients who actively participate in the civilian workforce (unless totally disabled or retired)	70 percent of eligible Veterans and other clients actively participate in the civilian workforce (unless totally disabled or retired)	March 31, 2011
Eligible Veterans and other clients actively participate in or are integrated into their communities	Percentage of eligible Veterans and other clients who report a somewhat strong or very strong sense of community	50 percent of eligible Veterans and other clients report a somewhat strong or very strong sense of community	March 31, 2011

Veterans Affairs provides 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 Veterans Affairs' clients, promote independence, and assist in keeping clients at home and in their own communities by providing a continuum of care.

Planning Highlights

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Continue to modernize the service delivery framework through a human resources and operations plan so that we have the right people, with the right skills, in the right place, at the right time.
• Renew service delivery through the expansion of treatment services to client families in the OSI Clinic network as part of the client treatment plan, the continuation of collaborative national partnerships such as the Federal Healthcare Partnership, the enhancement of case management, increased monitoring of operational performance, and the improved and increased use of service delivery technologies.
• Develop and strengthen international partnerships such as the relationship between VAC's National Centre for Operational Stress Injuries and the International Society for Traumatic Stress Studies.
• Continue to collaborate and cooperate as part of the Federal Healthcare Partnership to identify, promote and implement more efficient and effective health care programs.
• Improve access to benefits and services by updating and renewing policies, processes and other tools to meet the changing demographics of our client base, and to support service modernization.
• Continue discussions and negotiations with the Province of Quebec about the potential transfer of Ste. Anne's Hospital, while ensuring that Veterans continue to receive exceptional care and the hospital's expertise in geriatrics and psycho geriatrics is maximized.
• Enhance program management through the implementation of a framework to provide a consistent approach to program oversight, management and reporting.
• Pursue re-contracting of the Federal Health Claims Processing System.
• Build on the success of the recently completed national network of OSI Clinics by enhancing services to clients in places where clinics are not located.
• Develop and implement performance measures to enhance the effectiveness of the Operational Stress Injury Social Support program.

Benefits for Canadians

By ensuring all programs are delivered effectively and with the best possible outcomes for clients, Veterans Affairs strives to improve the health of Canadians through providing its clients with access to health benefits and rehabilitation services.

 

Strategic Outcome #2 - Canadians remember and demonstrate their recognition of all those who served in Canada's efforts during war, military conflict and peace.

Program Activity 2.1: Remembrance Outreach

Remembrance Outreach

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
78	13.7	78	12.8	78	13.6

Program Activity Expected Results	Performance Indicators	Targets	Date to Achieve Targets
The memory of the achievements and sacrifices of those who served Canada in war, military conflict and peace is preserved	Percentage of Canadians aware of the achievements and sacrifices of Canadian Veterans	65 percent of Canadians are aware of the achievements and sacrifices of Canadian Veterans	March 31, 2011

Remembrance Outreach is responsible for providing Canadians, especially youth, with opportunities to learn about remembrance subjects, via remembrance products, including printed and on-line materials, and activities. The Remembrance Outreach Program also provides leadership of and support to ceremonies and events, in Canada and internationally, that recognize and honour Canada's war dead and Veterans. Through the Partnership Contribution Program, non-profit organizations are able to apply for financial assistance to undertake remembrance initiatives that extend Veterans Affairs Canada's remembrance mandate. A new initiative, Corporate Engagement and Marketing, will help the Department extend the reach and capacity of its remembrance efforts.

Veterans' Week 2009 Poster: A traditional war Veteran saluting; Canadian Forces members and a youth looking at a drawing of a poppy.

Planning Highlights

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Both in Canada and overseas, mark the 65^th anniversaries of the Liberation of the Netherlands, the end of the Second World War in Europe (VE Day) and the end of the Second World War in the Far East (VJ Day).
• Increase our focus on in-Canada remembrance activities.
• Develop and implement an action plan for the modern-day Veterans and Canadian Forces members engagement strategy.
• Adapt our youth strategy and explore and implement new technologies/social media to engage youth.
• Engage new corporate partners in remembrance.

Benefits for Canadians

Educating Canadians, especially youth, about our military history and supporting commemorative efforts that recognize and honour those who served Canada in times of war, military conflict and peace, allows them to understand how these men and women have helped and continue to help shape our society and the world.

Remembrance Activities: Cadets at a candlelight ceremony; Veterans and children at a Remembrance Day ceremony.

Program Activity 2.2: National and International Memorials

National and International Memorials

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
23	32.3	23	31.0	23	31.0

Program Activity Expected Results	Performance Indicators	Targets	Date to Achieve Targets
Canadian Veterans and war dead are recognized and honoured in death	Percentage of Canadians who are satisfied with how Veterans Affairs Canada recognizes and honours war dead and Veterans in death	75 percent of Canadians are satisfied with how Veterans Affairs Canada recognizes and honours war dead and Veterans in death	March 31, 2011

National and International Memorials is responsible for the delivery of funeral, burial and grave marking benefits, the preservation of memorials overseas and cemetery and grave maintenance, nationally and internationally. Veterans Affairs Canada also has an international presence in Europe. The administration of funeral, burial and grave marking benefits is carried out in partnership with Last Post Fund Corporation and the maintenance of War Graves and Memorials throughout the world is delivered in partnership with the Commonwealth War Graves Commission.

Commemoration: Price of Peace monument (Ortona, Italy); and youth dropping a rose in the water during a Battle of Atlantic remembrance ceremony.

Planning Highlights

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Develop options to improve VAC's Funeral and Burial Program.
• Continue to perform cemetery and grave marker maintenance.

Benefits for Canadians

Maintaining memorials and cemeteries and providing grave markers for Veterans' graves gives Canadians lasting symbols that honour the sacrifices and accomplishments of those who bravely served Canada in war and peace.

 

Strategic Outcome #3 - Fair and effective resolution of disability pension, disability award, and War Veterans Allowance appeals from Canada's war Veterans, Canadian Forces members and Veterans, Royal Canadian Mounted Police clients, qualified civilians and their families.

Program Activity 3.1: Veterans Review and Appeal Board redress process for disability pensions and awards

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

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
121	11.5	121	11.5	121	11.5

Program Activity Expected Results	Performance Indicators	Targets	Date to Achieve Targets
Veterans and other clients receive a timely decision following their hearing	Percentage of decisions finalized within the published service standard	85 percent of decisions are finalized within the published service standard	March 31, 2011

Provides Canada's war Veterans, eligible Canadian Forces members and Veterans, Royal Canadian Mounted Police 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.

VA Clients: Canadian Forces Member, Traditional Veteran and RCMP.

Planning Highlights

In order to achieve the expected result, the Veterans Review and Appeal Board plans to undertake the following activities:

• Continue to provide maximum opportunities for applicants' claims to be heard at the earliest opportunity.
• Focus on internal processes to meet post-hearing commitment to issue decisions within six weeks of hearing.
• Develop statutory and policy instruments to provide more accessible and transparent information about the hearing process for members, representatives and the public.
• Develop new tools such as publications and Web site updates to inform applicants and Canadians about VRAB's independent redress program and to provide information on the Board's processes and performance.
• Review and strengthen management practices and processes.

Benefits for Canadians

An independent program for resolving disability compensation and War Veterans Allowance decisions supports Canadians by ensuring fair and appropriate compensation for applicants and their families.

Hearings of the Veterans Review and Appeal Board

 

Strategic Outcome #4 - Ombudsman recommendations advance Veterans Affairs' fair and equitable treatment of eligible clients.

Program Activity 4.1: Office of the Veterans Ombudsman independent review and recommendations on individual complaints and systemic issues

Office of the Veterans Ombudsman independent review and recommendations on individual complaints and systemic issues

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
40	5.8	40	5.8	40	5.8

Program Activity Expected Results	Performance Indicators	Targets	Date to Achieve Targets
VAC clients and their families are aware of and have access to the Ombudsman Services	Percentage of VAC clients and their families surveyed that feel they have access to and are aware of the services the Ombudsman offers	80 percent of the VAC clients and their families surveyed feel they have access and are aware of the services provided	March 31, 2011
VAC clients, their families and the Department are aware of the issues and recommendations raised by the Ombudsman Office	Percentage of the VAC clients and their families surveyed that have an awareness of the issues raised by the Ombudsman Office	80 percent of the VAC clients and their families surveyed have an awareness of the issues raised by the Ombudsman Office	March 31, 2011
	Percentage of Observations and Reports submitted and which have been acknowledged by the Department	80 percent of the observations and reports submitted are acknowledged by the Department	March 31, 2011

Provides war-service Veterans, Veterans and serving members of the Canadian Forces (Regular and Reserve), members and former members of the Royal Canadian Mounted Police, spouses, common-law partners, survivors and primary caregivers, other eligible dependants and family members, other eligible clients and representatives of the afore-mentioned groups with the opportunity to request independent reviews of their complaints by an impartial individual who was not part of the original decision-making process. The Veterans Ombudsman has the mandate to review and address complaints by clients and their representatives arising from the application of the provisions of the Veterans Bill of Rights; to identify and review emerging and systemic issues related to programs and services provided or administered by the Department or by third parties on the Department's behalf that impact negatively on clients; to review and address complaints by clients and their representatives related to programs and services provided or administered by the Department or by third parties on the Department's behalf, including individual decisions related to the programs and services for which there is no right of appeal to the Board; to review systemic issues related to the Board; and to facilitate access by clients to programs and services by providing them with information and referrals.

Planning Highlights

In order to achieve the expected result, the Office of the Veterans Ombudsman plans to undertake the following activities:

• Continue early intervention activities so that client complaints are resolved.
• Initiate and complete investigations into systemic issues in areas such as Health Care, New Veterans Charter and Review and Appeals mechanisms.
• Establish and maintain public consultation initiatives including Web-based approaches, town halls and speaking platforms aimed at engaging Veterans and other stakeholders to identify issues of concern and priorities for the Office.

Benefits for Canadians

Canadians are assured that Veterans who have made the ultimate sacrifice in the service of their country will be afforded the benefits, services and support that they are due and that none will be left behind. Veterans are assured that their rights, as outlined in the Veterans Bill of Rights, are upheld and they have a voice in the Ombudsman who will address their concerns.

Colonel Patrick Stogran, the Veterans Ombudsman

 

Internal Services

Program Activity 5.1: Internal Services

Internal Services

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
799	84.7	798	84.7	798	84.7

Internal Services are groups of related activities and resources that are administered to support the needs of programs and other corporate obligations of an organization. These groups are: Management and Oversight Services; Communications Services; Legal Services; Human Resources Management Services; Financial Management Services; Information Management Services; Information Technology Services; Real Property Services; Material Services; Acquisition Services; and Travel and other Administrative Services. Internal Services include only those activities and resources that apply across an organization and not to those provided specifically to a program.

Employees

Planning Highlights

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Improve integrated business planning, project management, risk management and performance measurement systems to ensure good stewardship of public funds with sound program management.
• Provide increased human resources training to managers and supervisors.
• Provide support to managers through increased access to strategic human resources information.
• Provide leadership development opportunities for staff at all levels of the organization.
• Develop and supply flexible technology solutions to new service locations across Canada.
• Increase delivery of client services outreach through the use of new technology and Web-based tools.
• Implement new or revised Financial Resource Management, Information & Reporting and Internal Control policies.

Benefits for Canadians

Reporting internal services through a common government-wide approach to planning, designing, budgeting, reporting and communicating internal services allows Canadians to see the full cost and proportion of resources spent in the Portfolio and across the federal government for support activities.

VA Staff and the Canada Remembers Choir

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