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Veterans Affairs committee  I might just build on what Maureen is saying. It's not just the communications products with veterans and their families that are improving. We're also going one step behind that and improving the wording on our policies so that our employees understand better the obligations t

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  We do absolutely have that baseline data. I just don't have it here in front of me, unfortunately. You can't know whether you've transformed or not if you don't know what you're moving from and moving to. People might be frustrated at the speed at which we're making these chang

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  We are improving all of our service delivery options. Web service is scheduled to be one of the things we pay additional attention to. You are using your cell phone. A lot of our new clients belong to Generation X and Generation Y. That's how they are going to get service. It's

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I'm afraid that probably neither I nor Maureen is expert on the external communications, but I think it would be fair to say that we can be doing a lot more to talk about how we're improving our service offerings for vets. I can't tell you more than that. One of the things I can

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  This sounds like a really extreme example, but I think the short answer is that we would have to take a look at each individual case. There could be cases, where people live in a remote area, in which they require service and there just is no medical professional in the area. Tha

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I'm not sure that I have a good answer for your specific case.

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I would like to go back and check in my own department, because I don't know the answer to this and there could very well be a good answer. There could very well be a service that's provided to members of Parliament that I'm not aware of. Other than that, we have our general inqu

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I'd simply like to say, with regard to the comments of the dominion president, that we are 100% in alignment with his view that our orientation for everything we're doing is to improve services to clients and veterans. It's not a budget initiative. This is about improving service

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I'm not sure I have that. Maureen, do you remember?

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  Just very quickly, I might add that we were living—and we still live, in large measure—in a paper world. If you think about what would be required in terms of mailing paper, mailing paper between offices, between VAC offices, storing paper, retrieving paper, the number of people

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I might add that because we're trying to serve such a broad population, it's a lot of information for people to go through, so this is partially an attempt to try to reduce the information down just to the information that we think, based on the questions that the veteran asks, i

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  One of the processes of transformation is that we think we've created a solution to a problem, but we have to go back and verify it and test it. We are quite open to suggestions like yours for improvements to the service that we can implement over time. I'll take that back; it'

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  Well, they do have access online for those who wish to have it, but some people prefer to have material provided to them in a written format. They have the option of having it mailed to them or seeing it right there on the computer.

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  I might say, to start, that our philosophy, by working with Service Canada, is to provide 600 new front doors to the Department of Veterans Affairs, and to give a broader range of possibilities for engagement, either through the telephone, through our website offerings, or by som

October 3rd, 2012Committee meeting

David Robinson

Veterans Affairs committee  We're only 18 months into our five-year plan. But we've established service standards that are available on our website so that you can see what it is that we're measuring. We're going to look at those continually to see if we can improve our service standards. We do things lik

October 3rd, 2012Committee meeting

David Robinson