Veterans Affairs Committee on Oct. 25th, 2011

[Keith Hillier]

Mr. Chair, let me be very clear on this. The medium or channel by which a veteran deals with us will be the choice of the veteran. We will make the offering on the Internet. People will still be able to talk to a case manager. They will still be able to talk to a service agent. In fact, this year we've just invested in some state-of-the art technology that allows us to have next-available-agent point of service anywhere in Canada. So in fact we are not moving away from that, but we've actually made investments so that those who choose to use that technology can do so. And for those who are most in need, we have done and will continue to provide the service of going out and meeting with the veteran and the veteran's family. The veteran has the option of including family members or friends in any discussions. It's the veteran's choice.

So we are not going to robotics to respond to veterans' needs.

[Réjean Genest, NDP, Shefford, QC]

Thank you very much.

[The Chair, Conservative, Greg Kerr]

You still have some time if you want to use it.

[Annick Papillon, NDP, Québec, QC]

My question relates to benefits for part-time reservists, who will receive half as much money. I don't know if you have an explanation to provide on that subject. How come reservists, who take the same risks on the field of battle, will receive half as much money?

[James Gilbert]

If you're looking at reservists who have served in Afghanistan, those would be class B and C reservists, who would receive the exact same benefits as Canadian Forces' members.

[Annick Papillon, NDP, Québec, QC]

So you said that they will have the right to the same financial benefits?

[James Gilbert]

That is correct. There would be no distinction in the new Veterans Charter for class B and C reservists in terms of the financial benefits they would be receiving.

[Annick Papillon, NDP, Québec, QC]

You've also talked about progress that has been made because of the New Charter. I would like to know if you consider the lump sum currently given to veterans to be part of this progress.

[Keith Hillier]

If I understand your question. It's about the lump sum payment. I don't think you can talk about the lump sum payment unless you talk about all of the programs under the new Veterans Charter. Under the old system, prior to the new Veterans Charter, one basically received a disability pension for life, potentially. That was a completely different model about just giving out money.

The new Veterans Charter is about rehabilitation and adaptation. So in addition to having a lump sum, one has to factor into it that there is rehabilitation available, and also retraining. If the veteran is so severely injured that he or she cannot avail themself of that, then his or her partner can avail themself of that retraining. While the veteran is in rehabilitation and training, there is actually an earnings-loss program. If, after rehabilitation, training, and medical intervention, the veteran is still not able to get a meaningful job in society, then he is she will actually be paid an earnings allowance to age 65. So you just can't take the lump sum--

[Annick Papillon, NDP, Québec, QC]

Will the veterans have the choice?

[Keith Hillier]

No.

The choice the veteran has with the lump sum is to take it as a lump sum or to take it in installments. That is the choice that they have.

[The Chair, Conservative, Greg Kerr]

Thank you very much.

We now go to Mr. Lizon.

[Eve Adams, Conservative, Mississauga—Brampton South, ON]

Pardon me, Mr. Chair, if I might just offer a clarification: I believe that under the enhancements to the new Veterans Charter announced two weeks ago, the choice is to take the amount of money in a lump sum, in installments, or some combination thereof.

Could you please...?

[Keith Hillier]

Yes, that's true.

[Eve Adams, Conservative, Mississauga—Brampton South, ON]

Thank you very much.

[The Chair, Conservative, Greg Kerr]

Mr. Lizon.

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

Thank you, Mr. Chair.

Good morning, gentlemen. Thank you for coming here this morning.

I don't want to tire you out. I want to ask one more question because, despite your clarification, I heard my colleagues from the other side talking about the cuts announced or cuts proposed. Were there or are there any cuts proposed or announced?

[Keith Hillier]

No.

I think it's very important that, at the individual level, there is no reduction in any benefit or service for veterans, at this point.

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

Thank you very much.

You talked about the new technology—using the website and more sophisticated services—but I have some questions in this regard. With the changing demographics, I understand that for the older veterans, it may be difficult to use some of the services.

As for me, despite the fact I use websites and new technology, my preferred way of communication is still the telephone. Would you say this may be the preferred way of communication of the younger veterans? You said that the youngest clients of Veterans Affairs were in their twenties.

[Keith Hillier]

Certainly there are individual choices, but I think that all of us who have kids know they text each other and that shopping is not about going to the store but about going online. When you look at the transformation agenda we have, while it's important to make things easier for veterans today, it's laying a foundation for the future. It's recognizing that the world has changed and that people want to deal with government on a different level.

We do recognize that not everybody has access to a computer, and not everybody wants to deal with the government. That's why I say that the choice of channel will be that of the veteran, not that of the department.

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

The following may not really be relevant, but I'm curious about it. With the veterans of the Second World War, who would be in their mid-eighties—

[Keith Hillier]

Their average age is 88, yes.

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

—do you have an indication of what percentage of them are actually using the Internet to communicate with you?

[Keith Hillier]

A small percentage is. I would suggest that it's probably less than 10% in that age cohort.

What we are seeing, though, is that the siblings, quite often.... I will cite my own situation here: my mom is 89 years old, and I often do things on her behalf. When I'm dealing with government, I like to use the Internet. It is about the siblings and that, as well. That's why I'm saying that the choice is there for those who want to call us.

We have lots of veterans in their nineties who call us. They call our call centre, or sometimes they drop into our offices and drop off the receipts for their health-related travel, or treatment benefit. There is still lots of interaction with our Second World War veterans.

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

You said you have a capacity for dealing with these people on a person-to-person basis?