Mr. Speaker, in response to (a)(i) and (ii), since the audit, the Department of National Defence, DND, has obtained additional office space to allow for the hiring and training of staff who will be assigned to process these files. With this additional space, DND has doubled the number of staff processing the backlog of requests to a current staff of 73.
In response to (b), it takes approximately 100 hours to process a file if there are no delays from outside sources.
This response is based on the assumption that the question refers to the current processing time of approximately eight months after retirement for a Canadian Forces member to receive his or her first pension cheque, DND anticipates that the processing time will be reduced to six months or less by the end of fiscal year 2014-15.
It should be noted that the reduction in processingtime does not relate to putting in place administrative procedures designed to streamline the process, but rather is a function of the amount of non-automated years a member wishes to buy back. It is anticipated that by the end of fiscal year 2014-15, all the buy-back files that have service buy-back requests from the 1970s will be completed. Service buy-back requests from the 1960s have already been completed. DND is currently moving ahead to process service buy-back requests from the 1980s and onward. These files can be processed on an average of 80 hours per file instead of the current 100 hours per file for files that go back to the 1970s. As a result, there will be a corresponding reduction in the buy-back backlog that will reduce the average wait time from eight months after retirement to a projected six months, with the eventual goal of two months after retirement once the backlog is eliminated.
In response to (c), DND is moving toward a web-based system of communications. This will allow the department to provide information to its client base in a more streamlined, logical manner that directly meets the needs of the client. It will also ensure that information is both current and relevant.
In addition to the web-based system, a call centre will continue to exist. The call centre is staffed by 10 people who are currently taking upward of 36,000 calls per year.
Moreover, there are many annual stakeholder meetings across the country for the reserves that provide updates on reserve force pension policy and administrative issues, including the buy-back process.
In response to (d), the purchase of prior service is defined by the Canadian Forces Superannuation Act and its accompanying regulations. The necessary process information and forms to purchase such service is available on the department's Internet and Intranet sites. As referenced above, the department is moving toward a more streamlined, logical manner of web-based communications that provides current and relevant information to its clients.
DND recognizes the implementation and administration issues included in the Auditor General's spring report and has made progress toward addressing these issues, given the plan's complexity and higher than expected take-up rate within the reserve force. The department is committed to improving and modernizing the delivery of pension benefits to reserve members and has taken a number of steps to improve the current system, including hiring more staff and keeping CF members informed of the status of their files.
Furthermore, the department is proactively informing members of the challenge in processing retirement benefit requests, and that although there might be a delay in receiving benefits, all efforts are being made to accelerate the process.