Veterans Affairs Committee on Oct. 17th, 2012

[The Chair, Conservative, Greg Kerr]

I call the meeting to order.

Folks, as we call you together, before we have our presentation, we have a special guest dropping by, Mr. Lloyd Swick. I'm going to get him to take a couple of minutes to explain what he's up to. He said very clearly he's not allowed to lobby, but he'd like to make us aware of the very important work he's doing on behalf of the animals that were connected with war activity, military activity.

Sir, go right ahead.

[Lloyd Swick, Representative, Animals in War Dedication Project]

Thank you, Mr. Kerr, and thank you, committee members.

My name is Lloyd Swick, and for the last three years I've been with a small committee working towards putting up a monument in Confederation Park dedicated to the animals that served our forces and also the Allied forces in war. It's a subject that must be talked about. Many other countries, such as Britain, Belgium, Australia, and New Zealand, have seen such a need. We have been lackadaisical in this matter.

Three years ago Peter Stoffer and I dropped in at the NCC and proposed that we have such a monument. Madam Lemay was in the chair. She supported it to the extent that if it could bring an aspect of national interest to our capital, then they would support it.

The fact that we have an unveiling on November 3 at 10:30 in Confederation Park shows that we met the mandate. This is a story that must be told, and I think I can best tell it to you by relating a story about one battle, the Battle of Passchendaele. Does anyone know the story of Passchendaele?

[An hon. member]

We do.

[Lloyd Swick]

Yes, you're the veterans committee. Then you'll know that Field Marshal Haig, the British commander over all the forces, said to our General Currie, “I want you to take Passchendaele”. It was a spot of strategic importance in that it was blocking the way to the Belgian coast where we could use supply ships. Currie looked over the land....

You must remember that World War I very quickly became a stalemated battle. Guns pounded one another. They broke up the ground and they broke up the sewage lines, so World War I was fought in mud and crud—human waste. Currie looked over the land that contained great craters into which man and horse could disappear just like that. He told his commander that he could do it with his one corps, but it would be at a terrible cost. He was overruled in his objection and he went forward.

Here is the point. He inched forward with 20,000 men towards Passchendaele with the overhead—

Are there any service guys here? You know about an over-covering barrage, which goes ahead of the infantry troops and softens up the enemy.

They did it. They captured Passchendaele. They held it for five days until reinforcements came up, and then we discovered the accuracy of General Currie's words when he said, “Yes, but it will be at tremendous cost”. Out of the 20,000 who went in, 4,000 survived.

The point I want to make is that 90% of the ammunition that was fired by that creeping barrage to soften up the enemy was brought forward to the front hills by mules, and if that firepower had not been there, would there have been any survivors?

I relate the story to you because I think it is high time we had a monument dedicated to the animals that served our forces in war. This is a typical case in which our casualties would have been much higher. As a matter of fact, it was Field Marshal Haig who said that had it not been for our horses, our animals, we might not have been victorious in battle, and if that were the case, you would not be sitting here, nor would I be talking.

I know I cannot bring up the aspect of money. My project is costing $160,000. I'm $18,000 short. You may have received these little plastic cards.

If you go on to Animals In War Dedication, aiwdedication.ca, you'll find out what our project's about, and there are also ways through which you might make a donation.

I think my four minutes are up. I do thank you for your attention and I wish you all well.

[Some hon. members]

Hear, hear!

[The Chair, Conservative, Greg Kerr]

Thank you very much, Mr. Swick.

Certainly we got it, and I think we can follow through to get the contact information for everybody if they'd like to have it.

Thank you, Mr. Stoffer, for raising that, and Ms. Adams.

We are officially back to committee business. As you know, we're studying the benefits; the benefits browser is going to be presented today.

Now that I'm refocused, thank you very much for coming in today. I know we have two name tags there for Sheri and for Janice, and as I understand it you're probably going to take close to an hour to make your presentation, or a little shy of that. Then there is some interaction or some questions and answers, and then we'll follow up whatever questions the committee has.

Thank you for your patience, and thank you for being here today. It's all yours. Take it away.

[Sheri Ostridge, Senior Director, E-Comms, Marketing and Transformation Communications, Department of Veterans Affairs]

Thank you very much, Mr. Chair.

Thank you for having me and Janice Burke here today. My name is Sheri Ostridge, and I am senior director of e-comms, marketing, and transformation communications at Veterans Affairs Canada.

We're really excited to be here today. We're talking about an e-tool for veterans, for a gentleman like Mr. Swick and for others, that was launched only on Monday by Minister Blaney, by the parliamentary secretary, and by the Veterans Ombudsman.

We are here today to introduce you to a new online tool called the Benefits Browser. As the minister said on Monday, this tool provides information on programs and services based on the situation of the veteran using it.

The benefits browser is a key improvement in the way veterans will be able to access information about our department's services and benefits.

Mr. Chair, we've handed out copies-—I hope everyone has copies—of a deck in English and French of our presentation. I now invite committee members to the second slide.

I'll give a brief overview and clarify what the browser is. On the left is the French version and English is on the right of our screens. My colleague, Janice Burke, will explain a key new component that lies within the benefits browser and that our policies are now online for the first time. This is something that we're really thrilled to have. Following that we'll have a demonstration of the browser, and that will take about 10 to 15 minutes.

We'll go to slide number four. We'll skip right through the outline.

Improvements continue, and I know this committee has heard much about the progress that has been made at the department in improving services for veterans. We're very thrilled, and we feel this is part of the progress the department is making. We're working to offer more online options to communicate better and more simply through plain language and other initiatives.

We're streamlining internal processes and modernizing our policies so the veterans' experience is a good one, with less hassle and less bureaucracy, and we are really making some leaps forward .

To tell you about the development of the benefits browser is a true story of partnership. A prototype was developed as an internal tool by the office of the ombudsman. Their staff required fast and central access to specific VAC information, so there was much back-and-forth between our websites. It was providing a kind of platform for them to work off. Thus started the process of the benefits browser.

We worked with the OVO and we adopted their concept for our staff, so we started on an internal basis. We went through some pilots and redesigned and published the tool internally for our staff, who had different needs. As a result of the positive response to the internal browser, modifications were made. We also had to adapt, as per Government of Canada web standards, and we were able to make it available to the public, to veterans and their families, earlier this week, on Monday. It resides at veterans.gc.ca.

We'll get into how this works in the demo, but to give you a bit of a set-up, if you draw your attention to the front of the room and the screens, veterans can take two options—two paths, if you will—from the very front page. It's highly visible, and on the benefits browser you're seeing a silhouette of a soldier. “Benefits at a Glance” is one option that is seen on one page, then all of the services and benefits. Then “Browse your Benefits” is a self-guided series of questions. It's very quick. In under probably three minutes a veteran can get information that's relevant to him or her.

In addition to programs and services, acts and regulations and program policies have also been added within this, so I'll pass to my colleague, Janice, to give us a little bit of information about that.

[Janice Burke, Senior Director, Strategic Policy Integration, Department of Veterans Affairs]

Thank you, Sheri.

We are now on slide 7.

Good afternoon. My name is Janice Burke, and I am the director of strategic policy integration.

I as well am very pleased to be here this afternoon to discuss the implementation of the benefits browser and how it will provide improved and more timely access to information on programs, services, and policies that are important and relevant to veterans and their families.

As Sheri indicated, as a result of listening and working closely with our veteran stakeholders, this information is now available in one location, making it easier for veterans and their families to obtain the information they need when they need it. The really good news part of the browser program is that some information, such as program policies, is now available for the first time. This is because one of our transformation commitments was to renew and simplify all new program policies and make them available online for our veterans and their families.

I'm pleased to say that approximately two-thirds of our program policies are now available on the benefits browser. These policies pertain to the following programs: our treatment program; rehabilitation; career transition services; income support; and financial benefits, such as earnings loss, the permanent impairment allowance, supplemental retirement benefits, and the war veterans allowance.

The remaining third of our policies are currently under revision. These policies pertain to disability benefits, the veterans independence program, and long-term care.

I am pleased to say that by March 31, 2013, all of our VAC program policies will be available online for our veterans and their families.

The new policies are simpler to understand. We used more plain language where we could. The policies are also now displayed in a more logical and consistent format, with hyperlinks embedded in the policies that enable you to go to other related policies, information, acts, and regulations.

As indicated before, veterans and their families can now access these policies online for the first time. While policies are also available and are provided when requested, they now can be viewed and filtered in one location whenever needed, without delay, which is really what transformation is about: making life simpler for our veterans and their families and providing veterans with greater access to the services and programs provided by Veterans Affairs.

[Sheri Ostridge]

Just to recap a little bit on the benefits that we envision for veterans, they will see, as Janice has said, policies that previously they would have had to request from the department, and it would have taken time to send them. They are now able to go online and immediately see them, so if they're with advocates or folks who are helping them, they are able to access them really quickly.

The information you're going to see is going to be displayed clearly in a focused way, and it's very easy for the users to get to an individual information viewpoint. It's an interactive experience. The users identify themselves and move through the information; underneath, it's filtered through so they can get to what counts for them.

Our website attracts almost 3,000 visitors every day, so as for getting the word out, in one way they're coming to us already. That's a very big benefit. We're going to build on that. The announcement on Monday by the minister, parliamentary secretary, and ombudsman was the start of our campaign to push out the word that the benefits browser exists. We look forward to promoting it further, after Veterans Week, with some regional advertising that we will target around CF bases.

I want to mention that protection of privacy was factored in. I know that committee members have heard of our project management approach and how we have privacy assessments as part of our commitment to transformation. That was factored into the planning of this. You'll see that one of the benefits is that at the end of the process, users can actually have information emailed to them, but those emails aren't captured. They're not stored at all. It's a quick email and it's not held, so it's a simple process.

As I mentioned at the beginning, the improvements are very much a result of our work with the ombudsman's office, and we did want to recognize that it's a great partnership and we're really thrilled that we were able to work so closely with them. I think it's a strong tool because of that.

Mr. Chair, we're up for the demo. We'll get to show you what lies beneath.

[The Chair, Conservative, Greg Kerr]

I think we're ready. Please do.

[Sheri Ostridge]

I would also make a suggestion. It depends on the committee's time, but if folks want to come up, we'll have our computer terminals. If you want to take a look through it yourselves so that you can then show others, we would welcome that.

We're going to take two scenarios. We're going to use a veteran of the Second World War. We'll call him Paul. Paul may come in to the front page, veterans.gc.ca. He will have two options, as I mentioned: to go through Benefits at a Glance on the left or Browse your Benefits on the right.

We're going to start with Benefits at a Glance. If any of you have your mobile devices here, this is mobile-friendly and its full functionality works, so if folks wanted to follow along I give you that option. However, I know we're not in a wireless environment, so you might not have that ability.

First, he's going to come in through Benefits at a Glance. He's going to come to a full page of the services and benefits that are currently offered by the department. As well, there are links outside the department to CF, DND, and other related government departments. In one place, he will find everything offered by our department and then by others that are affiliated with us.

He is a veteran of the Second World War. He will see at the very top that there are different divisions of Second World War veteran, Canadian Forces, an application that may be pre-1996 or post-2006, and RCMP. Where he would come in as a Second World War veteran, he'll double-click and he will see highlighted in blue and yellow the lists of VAC services and benefits that are most relevant to him and his service.

The links on the right that aren't highlighted—for example, disability award and benefits to survivors—are still active links that will get him that information quickly, but we are sorting through information and telling him in a quick way which ones he's going to be most likely interested in reading.

I'll take you through the disability pension, for example. He may want to have a look at that. He's going to click on the link. We're still on the website. He can look at the various pieces of information related to the disability benefit, including the different types and the steps for him to apply. He can get his application online and get walked through the process. I want to mention that this by any means doesn't replace personal service. Paul can still call into our 1-800 number if he has questions. This is another channel.

We've heard from veterans themselves that they want the ability to find more information online and go through self-serve options. For those veterans, this is a great tool. Others may get to a point where they have questions. Then they can visit our offices or our Service Canada service points, or they can use the phone to get through. Other veterans may stop at this point.

Each time he clinks a link, information is opened in a new window, but he can always return to Benefits at a Glance.

Now we're going to come back to the front page again and go into the benefits browser. It will take a minute to load.

At my desk it runs much more quickly than it is doing right now, but that's part of what we do. I must add that our whole website is also set up for various ages of computers. My home computer may be at a speed more like this, rather than that of places where speeds are faster. It's still all accessible; it's just that sometimes the time factor is different.

I will mention that in addition to this, we still have our traditional services and benefits information, which veterans can receive at our offices or can have mailed to them. It isn't that all the information is moving to the online channel; we still have multiple channels for our information. We have been told time and again in our client satisfaction surveys and in public opinion research that various audiences like to receive information differently. We are respecting that, for sure.

Now we see the benefits browser.

You'll come in to browse your benefits. I'm going to take as an example “Charlotte”. She's a recently released CF member, so she's going to come in to the “Canadian Forces Regular Member” menu option, but before we click, we're going to take a scan to see....

There are different groups. There are Second World War veterans, Allied veterans, RCMP member or veteran, reserve member, Korean War veteran, Korean War allied veteran, and family member or survivor.

We based the different groups, of course, on the different groups we serve, but also on information from our call centre and our front-line staff, who deal with veterans and know them best in terms of how they see themselves. For example, you may be both a reserve and a CF member, so you have a choice, but you'll get to the same path. It's so that veterans see themselves when they come to this site.

We're going to click on “Veterans”, “Forces”, “Regular member”. Charlotte is looking for information. You'll see there is a scroll-down menu that gives choices. Is she still serving? Has she been released? In this case, I'm going to say she's been released, and we hit the next button.

Again she has choices, with quick questions: Do you have a service-related disability or illness? Have you been medically released? Are you experiencing health problems?

In this case we'll say that Charlotte was medically released within the last 120 days. We'll press “Next”.

You'll see that already she has been given an overview of the different programs, such as “Transition interview”, “Disability benefits”, “Rehab”, or “Financial support” that would apply to her situation.

I will stress that this is not a decision-making tool; this is an information tool. She can navigate through the screens, and any of the “Read more” links will take her to more information about that particular area.

[Manon Perreault, NDP, Montcalm, QC]

Can we see how much additional information there is? If we click on "Read More", can we see how much additional information there is? Is it possible to do it presently?

[Sheri Ostridge]

You mean now?

[Manon Perreault, NDP, Montcalm, QC]

Yes.

[Sheri Ostridge]

Ah, yes.

[Manon Perreault, NDP, Montcalm, QC]

Thank you.

[Sheri Ostridge]

You're welcome.

If we go to the rehab link, we'll click on “More”, to see....

In this one we have “What is the program?”, “How would I qualify?”, “How do I apply?”, and any important notes that the client should be aware of—or in this case, a potential future client.

As well, always you will see that there is “Contact Us”, so that, if somebody gets to a point at which they have a problem, this is an option as well, and they can contact us by phone or by email.

I'm sorry; did you want to slow down a bit on the top?

[Peter Stoffer, NDP, Sackville—Eastern Shore, NS]

I just want to read the paragraph right where your screen is.

Thank you.

[Sheri Ostridge]

Now we'll go up. I want to show folks, if we go back a page.... We'll come out of the rehab screen and go back to the section talking about “Related information”. You'll see the bar at the top. This gives them more details on medical benefits, the VIP, and long-term care.

You can see that there is quite a volume of information. We're trying to give them a summary if it so that they can quickly read it but then follow up, wherever they're interested, for more information.

We'll come back to the top again. This is a new piece in which we're adding the policies, as Janice has mentioned. Also, the acts and regulations, which we won't go to right this second, are available to Charlotte.

I will pass the floor over to Janice, who can take us through a little bit of that aspect of the site.

[Janice Burke]

Yes, I can give you an example.

If Charlotte were having difficulties with her lower limbs—for example, perhaps she had an injury to her right leg—and was interested in finding out what treatment benefits are available from Veterans Affairs Canada, she could simply go in and click on “Treatment benefits”. She's interested in understanding what the policies are and she wants to do this in the comfort and privacy of her own home. She clicks on “Treatment benefits” to find the policy, and the policy comes right up.

For example, it's “Aids for daily living”. She may be interested in what we provide in terms of canes or other kinds of devices to assist with walking. She can click on the policy for “Aids for daily living”.

What comes up is a very simple policy, in terms of the purpose and the objective of the policy, and it lays out in very simple terms what would be considered in determining whether or not she would be eligible for any of the aids to daily living.

Essentially, this provides her with enough information so that, if she wants, she can talk to a case manager, talk to her health practitioner about the need, and then contact Veterans Affairs to obtain the approval of the benefit.

I'll go back to you, Sheri.

[Sheri Ostridge]

As you can see, it's easy and visible, and there is greater access to information than there ever was before. It will hopefully cut down on the time needed for veterans to find out the information they need. They would be coming to a case manager, in the case that Janice used, with probably more specific questions than ever before, because they've been able to access and read it themselves. It is part of the research that they will be able to do.

Maybe we'll go to acts and regulations, just to give a sense of what's there as well. These are also on the site, and they link to various sites and the Justice Canada site. These are there as support to the policies. This is something that is also new and that has been added underneath the browser.

One benefit of this is that at the end, Charlotte can email her results to herself. As she is capturing the different pieces of services and benefits that are available to her, she now can go in and email herself the information.

I don't know, Mr. Chair, whether you or another member would like to be emailed Charlotte's—in this case—information. If we could get your email address, hopefully you'll get it before too long.

[Bob Zimmer (Prince George—Peace River, CPC]

Are you ready?

[Sheri Ostridge]

We'll do it right now.

[Bob Zimmer, Conservative, Prince George—Peace River, BC]

Anybody can have my email address, apparently, but that's okay.

It's [e-mail], and that's as short as we could make it.

[Wladyslaw Lizon, Conservative, Mississauga East—Cooksville, ON]

Does his wife find out about Charlotte?