ARCHIVED - Veterans Affairs Canada

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Section II - Analysis of Program Activities by Strategic Outcomes

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.

Program Activity 1.1: Veterans Compensation and Financial Support

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
931	2,057.1	927	2,006.9	927	2,003.9

Program Activity Expected Results	Performance Indicators	Targets	Date to achive targets
Eligible clients of Veterans Compensation and Financial Support are appropriately compensated to contribute to their well-being	Percentage of clients that feel that the programs and services which they have received address their basic needs (measured every two years)	85%	March 31, 2010

Veterans Affairs provides, upon eligibility, pensions or awards for disability or death and financial support as compensation for hardships arising from disabilities and lost economic opportunities. Veterans Affairs 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. Veterans Affairs also administers disability pensions for the Royal Canadian Mounted Police under a Memorandum of Understanding.

Planning Highlights:

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Strengthen case management services.
• Update and modernize policies, processes and other tools to meet the changing demographics of our client base.
• Develop and implement a framework to provide a consistent approach to program oversight and management so that clients receive effective and responsive service.

Benefits for Canadians:

Veterans Affairs improves the quality of life for Canadians by providing appropriate compensation for its clients.

Program Activity 1.2: Veterans Health Care and Re-establishment

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
1,855	1,162.7	1,835	1,157.9	1,832	1,157.0

Program Activity Expected Results	Performance Indicators	Targets	Date to achive Tagets
VAC contributes to the well-being of clients through the provision of health benefits and rehabilitation services	Percentage of New Veterans Charter clients with improved Quality of Life	To be established	March 31, 2011
	Percentage of Veterans Independence Program clients who report improved or maintained health	75%	March 31, 2010

Veterans Affairs provides health benefits, a Veterans Independence Program, long-term 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 Veterans Affairs' clients, promote independence, and assist in keeping clients at home and in their own communities by providing a continuum of care.

Planning Highlights:

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Strengthen case management services.
• Continue to improve the DND-VAC partnership (e.g. work with DND to enhance the VAC/DND Joint Network for Operational Stress issues).
• Complete renovations to Ste. Anne's Hospital by early 2010.
• Continue to build partnerships at Ste. Anne's Hospital to improve clinical care.
• Update and modernize policies, processes and other tools to meet the changing demographics of our client base.
• Develop and implement a framework to provide a consistent approach to program oversight and management so that clients receive effective and responsive service.
• Enhance family access to mental health services and care, and increase access to telemental health.

Benefits for Canadians:

Veterans Affairs improves the health of Canadians through providing its clients with health benefits and rehabilitation services.

Strategic Outcome # 2:

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

Program Activity 2.1: Canada Remembers

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
103	44.8	103	44.8	103	44.8

Program Activity Expected Results	Performance Indicators	Targets	Date to achieve Targets
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	Percentage of Canadians who are aware of the contributions and sacrifices of Canadian Veterans (measured every two years)	60%	March 31, 2010

Remembrance 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.

Planning Highlights:

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Marking three significant 65^th anniversaries in 2009-10: D-Day and the Battle of Normandy; the Italian Campaign; and the Liberation of Belgium.
• Continuing to adapt and implement the Canadian Forces members and Veterans engagement strategy.
• Focussing on in-Canada Remembrance activities.
• Continuing to adapt and implement the youth engagement strategy.

Benefits for Canadians:

Informing Canadians of our military history allows them to celebrate and commemorate the contributions of those who served Canada in times of war, military conflict and peace, and to understand how these men and women have helped and continue to help shape our society.

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

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

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
121	11.2	121	11.2	121	11.2

Program Activity Expected Results	Performance Indicators	Targets	Date to achieve Targets
Fairness in the Disability Pension, Disability Award and War Veterans Allowance Program	Percentage of Federal Court decisions that uphold Veterans Review and Appeal Board decisions	50%	March 31, 2010

Provides Canada's war Veterans, eligible Canadian Forces Veterans and still-serving members, Royal Canadian Mounted Police 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.

Appeals are held by three-member panels of the Board in Charlottetown, PEI.

Planning Highlights:

In order to achieve the expected result, the Veterans Review and Appeal Board plans to undertake the following activities:

• Providing greater access to hearings through video conferencing and the introduction of an annual review calendar with an advance schedule for over 30 hearing locations.
• Enhancing technology and data sharing to improve access to information for adjudicators and representatives.
• Emphasizing communications to inform applicants and Canadians on its independent redress program and to provide information on the Board's processes and performance.
• Enhancing management practices and strategic and operational planning processes to increase accountability and transparency.
• Increasing engagement of members and staff in decisions and matters affecting their work, and focussing on effective professional development.

Benefits for Canadians:

An independent program for resolving disability compensation and War Veterans Allowance decisions supports Canadians through ensuring fairness for applicants and their families.

Strategic Outcome #4

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

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

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
40	5.8	40	5.8	40	5.8

Program Activity Expected Results	Performance Indicators	Targets	Date to achieve Targets
Individual client complaints are effectively dealt with in a timely manner	Turn-around times for complaint processing and client contact	Turn-around times are met 80% of the time	March 31, 2010

Provides war-service Veterans, Veterans and serving members of the Canadian Forces (Regular and Reserve), members and former members of the Royal Canadian Mounted Police, spouses, common-law partners, survivors and primary caregivers, other eligible dependants and family members, other eligible clients 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. 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; to 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; to 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; to review systemic issues related to the Board; and to facilitate access by clients to programs and services by providing them with information and referrals.

Planning Highlights:

In order to achieve the expected result, the Office of the Veterans Ombudsman plans to undertake the following activities:

• Develop and implement a Case Tracking System.
• Develop intake capacity commensurate with complaint volume.
• Complete current and initiate new systemic investigations such as red tape, the Funeral and Burial Program, Health Care, New Veterans Charter and Review and Appeals Mechanisms.
• Complete environmental scan and prepare an action plan for the investigation of current and emerging systemic issues.
• Develop a public consultation model to educate and engage the Veteran community.

Benefits for Canadians:

Canadians are assured that Veterans who have made the ultimate sacrifice in the service of their country will be afforded the benefits, services and support that are their due and that none will be left behind. Veterans are assured they have a voice in the Ombudsman who will address their concerns.

Veterans Ombudsman Colonel (Retired) Pat Stogran

Program Activity 5.1: Internal Services

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
799	82.5	799	82.4	798	82.1

Internal Services are groups of related activities and resources that are administered to support the needs of programs and other corporate obligations of an organization. These groups are: Management and Oversight Services; Communications Services; Legal Services; Human Resources Management Services; Financial Management Services; Information Management Services; Information Technology Services; Real Property Services; Materiel Services; Acquisition Services; and Travel and other Administrative Services. Internal Services include only those activities and resources that apply across an organization and not to those provided specifically to a program.

Planning Highlights:

In order to achieve the expected result, Veterans Affairs Canada plans to undertake the following activities:

• Participating in the Government of Canada Post Secondary Recruitment Program.
• Promoting employee orientation and on-the-job training.
• Creating a Learning and Development Strategy.
• Strengthening audit and evaluation capacity through more rigorous project management, external quality assurance reviews, and human resource planning and training.
• Making enhancements to our Information Technology systems to support internal and external service delivery with a priority on direct client service.
• Implementing requirements for Departmental Audited Financial Statements.

Benefits for Canadians:

Reporting internal services through a common government-wide approach to planning, designing, budgeting, reporting and communicating internal services allows Canadians to see the full cost and proportion of resources spent in the Portfolio and across the federal government for support activities.

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