Human Resources Committee on Sept. 29th, 2011

[The Chair, Conservative, Ed Komarnicki]

That was a comment. Did you have a question you wanted answered, Mr. Patry?

Does anyone have a response to that?

[Carolina Giliberti]

I'll start on the modernization piece and then maybe I'll turn it over to my colleague, Mr. Thompson, to talk about the service level aspect of it.

Certainly we're hearing from Canadians that they do want online access. We know, for example, that we've had 15.9 million log-ins to our website this year alone. We know that Canadians do want to have modern service delivery, and for us, that means automation. So for us, the ability to respond to Canadians and their needs means developing an automation platform that allows us to provide really effective, fast service delivery.

At this point we're currently working on automation at about 40%, and we'll be moving to 70%. That will dramatically increase our ability to be efficient and effective and to meet the needs of our clients.

Maybe Paul can talk about some of the service standards.

[Paul Thompson, Assistant Deputy Minister, Processing and Payment Services Branch, Service Canada]

One of the facts you mentioned in particular was the level of electronic applications we receive. You quoted the 99% figure. Indeed, we've had great success in getting our clients to submit their applications online. They include individuals applying from their homes online, but also by visiting one of our Service Canada centres, where our staff often assist clients if they have any difficulties in filling out the application using a terminal in the Service Canada centre. So between individuals doing it at home or in a Service Canada centre, that's what's enabled us to achieve this level of electronic applications. It has been extremely helpful to us, having that data electronically to process the claim in a more timely, accurate, and cost-effective manner as well. That's been one key element of our automation agenda.

The other key document we need is the record of employment from employers, where we've had great success too. Almost two-thirds of our records of employment are now submitted by employers electronically.

Having those two critical pieces of information in an electronic form has allowed us to take advantage of technology and move to more cost-effective processing.

[The Chair, Conservative, Ed Komarnicki]

Thank you. Your time is up.

Certainly, your comments on the record of employment are noted. Many wanted that service.

We'll now turn to Mr. Shory.

[Devinder Shory, Conservative, Calgary Northeast, AB]

Thank you, Mr. Chair.

And thanks to the witnesses and officials for coming here.

In going through the deck, on page 4 I saw a service delivery highlight that said you had:

Realized a total of $740 million in direct and indirect savings through integrity initiatives.

Could somebody elaborate on this a little bit?

[Carolina Giliberti]

As part of the service offerings, we do have an integrity group that is responsible for getting it right, as I mentioned in my presentation. We need to have controls in place to make sure that we have accurate information when we do our analysis of the amount we're going to be paying. This requires us to look at other data sources to make sure that we have the right information. It also allows us, as we're going through the integrity function, to make sure our information is accurate and up to date. In doing that we will save the account's resources.

As well, there is also a component to it that looks at cases of fraud, where people are giving us the wrong information. So we have a function that allows us to make sure we go through the files and do the audits, as it were, to make sure we have the accurate information. If it is not accurate, then we will require a repayment.

[Devinder Shory, Conservative, Calgary Northeast, AB]

It is a wonderful job you guys have been doing, and I thank you very much for that.

Even though I haven't had a chance to visit any Service Canada office yet, I definitely hear from my staff about all kinds of cooperation there. In my riding of Calgary Northeast, we have a unique multicultural population and quite a few seniors are of an Indian background.

I was reading somewhere that seniors can earn up to $3,500 per year in Canada without having GIS clawed back, an improvement that I believe was brought by our good Conservative government. But there seems to be some confusion, because I have been told by seniors, specifically ex-servicemen and seniors societies, et cetera, that it does not hold true for seniors who accumulate up to $3,500 in small foreign pensions or other income sources in countries like India, from which they are technically not allowed to bring that money to Canada.

I just want some input on that so I can share it with my constituents.

[Paul Thompson]

Some of the details of that aspect of the program are probably better dealt with by my colleagues who were here earlier, including policy design. But, indeed, there is a $3,500 exemption under the guaranteed income supplement program, which is independent of any earnings an individual may have. That is a key element of the program, as you noted. And there was an adjustment to that level as well in a recent budget. So that is one of the programs we administer, and Service Canada implements that aspect of the legislation.

[Devinder Shory, Conservative, Calgary Northeast, AB]

Where can I get the clarification on that issue for my riding, that $3,500? Maybe it is not for income earned in a foreign country.

[Paul Thompson]

That would require a detailed examination of the situation. We could undertake to do that and provide an explanation to you.

[Devinder Shory, Conservative, Calgary Northeast, AB]

Very good. Thank you.

Do I have another minute?

[The Chair, Conservative, Ed Komarnicki]

You have 40 seconds or a minute.

[Devinder Shory, Conservative, Calgary Northeast, AB]

I'll pass.

I don't know whether someone can comment on foreign credential recognition. Does it come under your area?

[Paul Thompson]

Foreign credential recognition was addressed briefly by my colleague Mr. Beauséjour in the previous session.

[The Chair, Conservative, Ed Komarnicki]

We will be dealing with foreign credential recognition more fully in our next study.

We'll move on then to Ms. Crowder.

[Jean Crowder, NDP, Nanaimo—Cowichan, BC]

Thank you. I'll share my time with Manon, and if there's any time left over, with Carol.

I have just a couple of brief questions. In your deck it says that you are responsible for labour market development programs. Does that include sector councils?

[Carolina Giliberti]

No, that's the other group.

[Jean Crowder, NDP, Nanaimo—Cowichan, BC]

It doesn't. That's the other part of the department. Okay, I'll get back to them on it.

The other quick question I have, after reviewing the integrated business plan, is whether the client-centred service change in FTEs is in Service Canada specifically?

[Carolina Giliberti]

Yes.

[Jean Crowder, NDP, Nanaimo—Cowichan, BC]

Okay.

I noticed that between 2010 and 2014 there's going to be a decrease of 1,112 FTEs. The minister was up in the House last week indicating that part of that decrease in FTEs would be a result of temporary hires to deal with employment insurance claims processing. But the employment insurance claims have stayed relatively high. So I wonder if there's going to be a change in this planned reduction in FTEs.

[Carolina Giliberti]

At this point in time we are monitoring the situation very closely. We have automation, which helps greatly with processing these claims. And at this point in time we are monitoring the workload to make sure we can meet the demands with the resources we have.

[Jean Crowder, NDP, Nanaimo—Cowichan, BC]

So it's a work in progress, then.

Can you tell me what the percentage is of casual or determinate versus indeterminate employees is in the department?

[Carolina Giliberti]

Yes, I can. As of July 1, 2011, we had an employee population of 17,128 at Service Canada, of which about 81% are indeterminate staff and 12% term employees. I don't have the number on the casuals. But it's 81% indeterminate, and 12% term.

[Jean Crowder, NDP, Nanaimo—Cowichan, BC]

And 12% are term. Okay.

Finally, you indicated in your presentation that the goal is to have client service available within 50 kilometres of home. In many rural areas that's an issue, because--and I can't speak for Ms. Hughes, but I know it would be difficult for many of her constituents to have access within 50 kilometres. But what about the rural areas that don't have public transportation? In my area there's no public transportation, and sometimes it is a challenge for people more than 50 kilometres away to get access. And they don't all have reliable Internet access either. So what's the plan for them?

[Carolina Giliberti]

Currently we provide service to 90% of the population within 50 kilometres. But I'll let my colleague Cheryl explain the way our services are divided to address the rural situation.