Thank you, David.
Thank you, Mr. Chair. I am the director of strategic initiatives at Veterans Affairs. I'm happy to be here today to discuss the department's ongoing efforts to simplify our processes and improve our services to veterans.
The department is committed to cutting red tape to ensure that veterans receive the support and services they need, quickly and efficiently.
I will outline three recently announced initiatives that demonstrate this commitment. I will also describe how they tie into our larger organizational goals, and how they will be of benefit to veterans and their families.
I'll begin with improvements to a tool that you have likely heard about in the past: “My VAC Account”. My VAC Account is an online tool, available 24 hours a day, seven days a week, 365 days a year. It is already used by 2,700 veterans.
Monday the minister announced improvements that will allow our user base to connect more easily with VAC. With one simple and secure sign-in, veterans will now have at their fingertips the ability to go online, access their accounts from mobile devices with Internet access, securely communicate with the department through secure messaging, submit and track the process of their disability benefits application, see that a decision has been made on their application even before a letter has been mailed, update their contact information, change their direct deposit information, and see a summary of their current services and benefits. My VAC Account is a fundamental piece of the department's online infrastructure. It represents a secure, direct link between veterans and the department.
The initiative supports the department's transformation agenda by increasing online access to services and benefits, something that modern-day veterans and their families have told us they want.
It's important to note that the protection of veterans' privacy was taken into consideration during the design and implementation of the enhancements to My VAC Account. Technologies similar to those used to protect online banking transactions have been tested and have been incorporated in this tool. I'll provide quick statistics. I was advised just before I came here that, since the minister made his announcement on Monday, 300 additional veterans have signed on to My VAC Account and are currently using it. It does work.
The minister also recently announced “My VAC Book”, a print-on-demand booklet that provides personalized information about VAC services and benefits. It can be accessed via the homepage of the VAC website. The new My VAC Book provides veterans with faster and more convenient access to information on programs and services. It's very simple to use.
Based on answers to a short series of questions, an individual booklet is developed. It's customized for the individual. It's immediately available electronically with a hard copy arriving in the mail a few days later. It's a tool that both modern-day and traditional veterans will benefit from because it is user-friendly. This is a tool that supports transformation by contributing to the overhaul of service delivery mechanisms, and by providing services that reflect the desires of a changing veteran population.
Finally, the department has created a centralized mail system that is going to have a direct impact on a number of service standards. By 2014, in a phased approach, the department is going to consolidate several departmental mailing addresses into one receiving point in Matane, Quebec. Their incoming mail will be scanned electronically and electronically distributed to the proper destination. Because of the modernization, a number of VAC employees will be able to process the same information and work on the same file simultaneously. Veterans will not be required to re-submit documentation again and again. The centralization will contribute to faster decision-making and turnaround times for veterans and their families.
This is an example of cutting red tape. It's a cost-effective way to increase the speed of service. Veterans will no longer worry about where to send their mail. This is a fairly common-sense solution; it's not as flashy as other initiatives, but it does result in an improved system that will provide immediate and evident results to veterans.
These examples are part of the department's long-term goal of overhauling service delivery and reducing the complexities of processes and practices.
Thank you for the opportunity to address the committee, Mr. Chair.