Evidence of meeting #57 for Human Resources, Skills and Social Development and the Status of Persons with Disabilities in the 41st Parliament, 2nd Session. (The original version is on Parliament’s site, as are the minutes.) The winning word was program.
A recording is available from Parliament.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
I think what you are looking at is notice of payment. Is that what you are referring to, notice of payment?
Conservative
Louise Levonian Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
They are put in pay. They are paid within 28 days. That's the term, from the date of their application and put into pay, so they are receiving funds within 28 days.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
So they are receiving funds within 28 days. Is that right?
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
We're actually a little bit over 80% now.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
How many are being turned back? Recent statistics show that of the 2.8 million claims that you would have processed last year, 700,000 would have gone beyond the 28 days. Is that a fact?
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
I don't have the exact number as to how many would have gone beyond that.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
A quarter of the claims would have gone past 28 days. On average, those people are waiting seven weeks. Are you pleased with that figure?
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
The speed of pay in the past has not been as good, that is true. But we are now definitively over 80%, so the proportion—
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
That's for the ones who are being paid. So you've changed the rules; you've changed the game here.
Let's talk about those who are waiting seven weeks. In 28 days they get a notice saying they will not be paid. It's tough to put groceries in the fridge with a notice that says you will not get paid.
Are you comfortable with the fact that over 700,000 Canadians who apply for EI benefits are averaging seven weeks before they receive payment?
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
I can't confirm that number right now, but I could get back to you as to whether that's correct or not.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
Beyond that, the stress level in these kitchens, the stress level with these Canadians now, when they phone the call centre.... Before your government cut 600 jobs, closed 100 EI processing centres, which the former minister said would make the “service faster, more effective, and more efficient”, dealing with the call centre calls, the service level was such that 95% of the calls were being answered in three minutes. You weren't hitting that number, so you cut it down to 80% of the calls being answered in three minutes. You weren't hitting that. You cut it down last year to 80% of the calls were being answered in 10 minutes.
I'm starting to pick up a bit of a trend here. Are you not seeing that yourself, Minister? If you're not hitting the numbers, you're changing the rules and you're lowering the standards. Is that acceptable to you?
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
Service Canada definitively tries to meet the service standards that are set out there, and we try to do that in the most efficient and effective way possible.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
By lowering the standards, is that acceptable, Minister?
Obviously you were not aware of that, but you are now.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
But we see the pattern of lowering the standards. Minister, you have to know, these are our most vulnerable Canadians who are without work now and they need that support.
Now that you are aware, I would hope you would be seized with this issue and make sure we put the resources in there that we need.
I have a couple of minutes left, have I?
Conservative
Conservative
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
Mr. Chair, you can rest assured that when an individual calls with a dire needs issue, we address that right away.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
That's when they get through, because 54% of the time they don't get through. The call is dropped.
Senior Associate Deputy Minister, Chief Operating Officer Service Canada, Department of Employment and Social Development
They can go into a Service Canada centre as well. There are means of getting in touch with us. They can come to me. If there is a dire needs case, we address that.
Liberal
Rodger Cuzner Liberal Cape Breton—Canso, NS
I'll make sure we let that single mom from New Waterford know she can pop by your office.
