Thank you.
Good morning, Chair and members of the committee. Thank you for the opportunity to be here today and to discuss the backlog of veterans files at Veterans Affairs Canada.
It's been just over two years since I left the position of ombudsman for the Canadian Armed Forces and the Department of National Defence, and just over 10 years since I was appointed deputy ombudsman at Veterans Affairs Canada.
From the very first day, the backlog and transition were an issue, from the day I walked into the office at Veterans Affairs Canada. I wish I were here this morning with a new approach to deal with the backlog. Sadly, I am not. However, what I can do is reiterate what has been said about and what has been offered as solutions.
To start, the first thing we need to understand is that transition happens the day you enlist. Several years ago, I discussed the CRA-type model for our transitioning members. Currently, the Government of Canada accepts taxpayers at face value, and any anomalies are dealt with through an audit process, a simple online application, and this is possible for veterans.
However, getting to a CRA model would require a change in both who does the work and how it is done. So how do we get there? First and foremost, the determination of attribution of service, in my opinion, should be done by the Canadian Armed Forces. If the Canadian Armed Forces holds enough evidence to end a member's career, how is it possible that this level of evidence is not enough to open an application at Veterans Affairs Canada? The CAF currently determines attribution of service for reservists. Why not for all?
With attribution of service declaration in hand prior to the member leaving, now they know they're in the club, so any determination done at Veterans Affairs would be determining the level of finance, compensation or service delivery.
The ultimate goal, in my opinion, would be to have an online application that can approve benefits and services using the declaration of attribution of service that has been released by the Canadian Armed Forces as the ticket to approve that application.
I strongly believe the current system is broken beyond repair. It is a bolt-on system, and every time we add a new program, policy or protocol, the ripples are felt throughout the system. Adding more and more people has been the battle cry for years—which we have done to the tune of millions and millions of dollars—yet the backlog persists, because it is simply not a people issue. This is a process issue. Continuing to do more of the same and expecting a different result is really not sensible.
There are two areas of responsibility: the organizational responsibility and the individual responsibility. The goal of Veterans Affairs Canada—to process 80% of all files within 16 weeks—is the organization's and not the individual's. However, when this responsibility is not met, our transitioning members suffer, and by extension their families. They suffer through financial stress, continuity of care, family breakdown, homelessness, loss of job opportunity under the Veterans Hiring Act, and the list goes on. Serving members in transition and our veterans deserve so much more.
It can be fixed, but it is going to require a change in leadership thinking, a willingness to let go of our familiar systems, and a commitment to the change that would better serve this unique group of people who, unlike all others, signed the ultimate blank cheque for the Government of Canada. What we really can't afford is to continue down this path.
I stand ready for any questions you may have.