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Section II – Analysis of Program Activities by Strategic Outcome

Strategic Outcome #1:

Eligible Veterans and other clients achieve their optimum level of well-being through programs and services that support their care, treatment, independence, and re-establishment.

The Department's performance in meeting its strategic outcome is measured every two years by the following performance indicator:

  • Percentage of clients who report satisfaction with the programs and services offered by Veterans Affairs Canada. The target is 85 percent.

The Department's performance is also measured on an annual basis by the following performance indicators:

  • Percentage of War Service clients who were assessed in the last year and who report a positive impact on their health status as a result of Veterans Affairs Canada programs and services. The target is 85 percent.
  • Percentage of Canadian Forces clients assessed in the last year who report a positive impact on their health status as a result of Veterans Affairs Canada programs and services. The target is 85 percent.

Program Activity #1.1: Pensions, Awards, Allowances for Disability and Death; and Financial Support

AllowancesVAC provides, upon eligibility, pensions or awards for disability or death and financial support as compensation for hardships arising from disabilities and lost economic opportunities. VAC has a comprehensive and integrated range of compensation and wellness programs to support its clients. These clients include: Veterans of the First World War, the Second World War, and the Korean War, Merchant Navy Veterans, Canadian Forces Veterans, Canadian Forces members, spouses, common-law partners, certain civilians, and survivors and dependants of military and civilian personnel. VAC also administers disability pensions for the Royal Canadian Mounted Police (RCMP) under a Memorandum of Understanding. This Program Activity is delivered through operating and grants.

VAC's mission is to provide exemplary, client-centred services and benefits that respond to the needs of our clients, in recognition of their services to Canada. The expected result which would link this program activity to the corresponding strategic outcome is:

  • Eligible clients of Disability Pensions, Financial Support, Awards and Allowances Programs are appropriately compensated to contribute to their well-being.

VAC's performance is measured every two years by the following performance indicator:

  • Percentage of clients that feel that the programs and services which they have received address their basic needs. The target is 85 percent.

Financial and Human Resources

($ millions)
Full-Time Equivalents
2008-2009 2009-2010 2010-2011
Planned Spending FTE Planned Spending FTE Planned Spending FTE
Veterans Affairs Canada 2,166.6 1,353 2,098.4 1,331 2,048.2 1,327


Program Activity #1.2: Health Care and Re-establishment Benefits and Services

Long-term careVAC provides health benefits, a Veterans Independence Program, residential care, and rehabilitation and re-establishment support to eligible Veterans and others.

The Health Care Program is designed to enhance the quality of life of VAC clients, promote independence, and assist in keeping clients at home and in their own communities by providing a continuum of care. The Program Activity is delivered through operating and contributions.

VAC's mission includes providing exemplary, client-centred services and benefits that respond to our clients' needs, in recognition of their services to Canada. The expected result which would link this program activity to the corresponding strategic outcome is:

  • VAC contributes to the well-being of clients through the provision of health benefits and rehabilitation services.

The Department's performance in providing health care and re-establishment benefits and services to clients is measured annually by the following performance indicator:

  • Percentage of clients who were assessed in the last year who report a positive impact on their health status as a result of Veterans Affairs Canada health care and re-establishment benefits and services. The target is 85 percent.

Financial and Human Resources

($ millions)
Full-Time Equivalents
2008-2009 2009-2010 2010-2011
Planned Spending FTE Planned Spending FTE Planned Spending FTE
Veterans Affairs Canada 1,160.9 2,199 1,167.4 2,174 1,163.3 2,169


Strategic Outcome #2:

Canadians remember and demonstrate their recognition of all those who served in Canada's efforts during war, military conflict and peace.

The Department's performance in meeting its strategic outcome is measured on an annual basis by the following performance indicator:

  • Percentage of Canadians engaged in remembrance. The target is 15 percent.

Program Activity #2.1: Remembrance Programming

RemembranceRemembrance Programming keeps alive the achievements and sacrifices made by those who served Canada in times of war, military conflict and peace; engages communities in remembrance of these achievements and sacrifices; and, promotes an understanding of their significance in Canadian life as we know it today. This Program Activity is delivered through contributions, grants and operating.

The expected result which would link this program activity to the corresponding strategic outcome is:

  • A Canadian public that is informed of military history and engaged in honouring the contributions of Veterans and those who gave their lives in the cause of peace and freedom.

The Department's performance measurement strategy used to report on the expected result includes measuring the following performance indicator every two years:

  • Percentage of Canadians who are aware of the contributions and sacrifices of Canadian Veterans. The target is 60 percent.

Financial and Human Resources

($ millions)
Full-Time Equivalents
2008-2009 2009-2010 2010-2011
Planned Spending FTE Planned Spending FTE Planned Spending FTE
Veterans Affairs Canada 50.6 157 50.6 157 50.6 157


Strategic Outcome #3:

Fair and effective resolution of disability pension, disability award, and War Veterans Allowance appeals from Canada's war Veterans, eligible Canadian Forces Veterans and still-serving members, RCMP clients, qualified civilians and their families.

The Veterans Review and Appeal Board's performance in meeting its strategic outcome is measured on an annual basis by the following performance indicator:

  • Percentage of client concerns that are effectively responded to. The target is 80 percent of complaints are responded to within 60 days.

Program Activity #3.1: Veterans Review and Appeal Board redress process for disability pensions and awards

Veterans Review and Appeal BoardVRAB provides Canada's war Veterans, eligible Canadian Forces Veterans and members, RCMP clients, qualified civilians and their families with full opportunity to request review and appeal hearings to ensure a fair adjudicative process for disability pension, disability award, and War Veterans Allowance claims. This Program Activity is delivered through operating.

The Board has full jurisdiction to hear, determine and deal with all applications for review and appeal that may be made to the Board under the Pension Act, the Canadian Forces Members and Veterans Re-establishment and Compensation Act, the War Veterans Allowance Act and other acts of Parliament.

The Board's objective is to ensure that clients receive the benefits to which they are entitled efficiently, fairly and in accordance with the available evidence and the applicable legislation. The expected result which would link this program activity to the corresponding strategic outcome is:

  • Fairness in the Disability Pension, Disability Award and War Veterans Allowance Program.

The Board's performance in meeting the expected result is measured annually by the following performance indicator:

  • Percentage of Federal Court decisions that uphold Veterans Review and Appeal Board decisions. The target is 50 percent.

Financial and Human Resources

($ millions)
Full-Time Equivalents
2008-2009 2009-2010 2010-2011
Planned Spending FTE Planned Spending FTE Planned Spending FTE
Veterans Review and Appeal Board 13.8 147 13.8 147 13.8 147


Strategic Outcome #4:

Ombudsman recommendations advance Veterans Affairs fair and equitable treatment of eligible clients.

The Office of the Veterans Ombudsman's performance in meeting its strategic outcome is measured on an annual basis by the following performance indicators:

  • Number of the Ombudsman's recommendations implemented by Veterans Affairs Canada. The target is to be determined.
  • Number of cases resolved through informal resolution. The target is to be determined.

Program Activity #4.1: Office of the Veterans Ombudsman independent review and recommendations on individual complaints and systemic issues

Veterans OmbudsmanThe Office of the Veterans Ombudsman provides War Service Veterans, Veterans or members of the Canadian Forces; members or former members of the RCMP; other clients of Veterans Affairs Canada; spouses, common-law partners, or dependent children of a person in the afore-mentioned groups, or the survivors or orphans of deceased persons who qualified under one of these groups; and representatives of the afore-mentioned groups with the opportunity to request independent reviews of their complaints by an impartial individual who was not part of the original decision-making process. This Program Activity is delivered through operating.

The Veterans Ombudsman has the mandate to:

  • review and address complaints by clients and their representatives arising from the application of the provisions of the Veterans Bill of Rights;
  • identify and review emerging and systemic issues related to programs and services provided or administered by the Department or by third parties on the Department's behalf that impact negatively on clients;
  • review and address complaints by clients and their representatives related to programs and services provided or administered by the Department or by third parties on the Department's behalf, including individual decisions related to the programs and services for which there is no right of appeal to the Board;
  • review systemic issues related to the Board; and
  • facilitate access by clients to programs and services by providing them with information and referrals.

The expected results which would link this program activity to the corresponding strategic outcome are:

  • Individual client complaints are effectively dealt with in a timely manner.
  • Reports on recommendations on complex systemic and emerging issues.
  • Veterans Affairs Canada's programs and services address client needs.

The Office of the Veterans Ombudsman's performance measurement strategy to report on the expected results includes annual measuring of the following performance indicators:

  • Turn-around times from the time a complaint is received by the Ombudsman's office until the review/investigation has been completed. The target is to be determined.
  • Number of recommendations made to the organization. The target is to be determined.
  • Number of cases resolved through informal resolution. The target is to be determined.

Financial and Human Resources

($ millions)
Full-Time Equivalents
2008-2009 2009-2010 2010-2011
Planned Spending FTE Planned Spending FTE Planned Spending FTE
Office of the Veterans Ombudsman 5.8 40 5.8 40 5.8 40