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Section II - Analysis of Program Activities by Strategic Outcome

2.1 Strategic Outcome 1: A skilled, adaptable and inclusive labour force and an efficient labour market

Priority: Assist Canadian workers in a period of economic downturn through income support, adjustment assistance and skills investments.

2.1.1 Program Activity: Skills and Employment

The Skills and Employment Program Activity supports the achievement of a skilled, adaptable and inclusive labour force and an efficient labour market. Essential in this role are responsiveness and flexibility to changing economic conditions. Further, supporting a more inclusive labour force helps ensure that the benefits of earned incomes are shared by more Canadians, while the overall efficiency of the labour market is encouraged through the reduction of barriers to labour market participation.

Within this program activity, Employment Insurance programming under Part I of the Employment Insurance Act promotes economic stability and a flexible labour market by providing temporary income support to eligible unemployed workers. As well, this program provides income benefits to Canadian workers to help them balance work commitments with family responsibilities and personal illness through special benefits such as maternity, parental, sickness and compassionate care.

Building a skilled labour force that is adaptable to labour market change is achieved by providing opportunities for skills development and upgrading. Employers are encouraged to plan, prepare and invest in the skills of both their immediate and longer term requirements, with competitiveness in mind. A skilled Canadian workforce ensures that employers are able to meet their labour market needs over the short and long term.

This program activity also supports the development of an inclusive labour force, which includes under-represented groups and vulnerable workers. The development of an inclusive labour force will help to ensure all Canadians have the opportunity to acquire the necessary skills to find and maintain productive employment and employers are able to meet their labour force needs. As such, programs focus on providing targeted interventions in the area of skills development for displaced workers and under-represented groups, including youth, people with disabilities, older workers, Aboriginal people and vulnerable workers.

Federal — Provincial/Territorial relationships are essential to the Department's success in meeting these objectives. The Department has entered into Labour Market Agreements and Labour Market Development Agreements which assist Canadians prepare for, find and maintain employment. With these agreements in place, provinces and territories are responsible for delivering and reporting on these initiatives. Information on these agreements can be found at http://www1.servicecanada.gc.ca/eng/employment/partnerships/index.shtml

Finally, this program activity aims to improve the overall efficiency of the labour market and seeks to reduce the barriers to labour market integration. For example, workers may benefit from the removal of inter-provincial labour mobility barriers, which prevent movement from areas of high unemployment to areas of low unemployment, thus allowing workers to have a wider range of opportunities and employers to have a broader selection of candidates. Also encouraged is the recognition of foreign credentials to ensure the participation of immigrants in the labour market.

Program Activity:
Skills and Employment

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
2,251	21,148.1	2,272	21,262.5	2,294	18,679.3

Expected Results
Skills and employment opportunities for workers in Canada and the supports to promote an efficient labour market
Performance Indicators	Targets
Number of clients employed and/or returned to school following an employment program intervention as a proportion of the total number of clients who complete their employment program intervention(s) (for Federally delivered programs only: Youth Employment Strategy, Opportunities Fund for Persons with Disabilities, Aboriginal Skills and Employment Partnerships)	55% - 62%
Percentage of apprentices covered by a Red Seal trade	88.8%
Percentage of sector councils that meet or exceed performance	90%
Percent of skilled immigrants targeted by systemic Foreign Credential Recognition intervention	60%
The proportion of unemployed individuals eligible to receive benefits, among those who had a recent job separation that met EI program eligibility criteria	82.3%
For more detailed information on Labour Market Agreements and Labour Market Development Agreements with the Provinces and Territories, please visit: http://www1.servicecanada.gc.ca/eng/employment/partnerships/index.shtml

Planning Highlights

The following plans for 2009-2010 support this priority.

• Meet Employment Insurance-related policy and program design demands in response to rising unemployment by:
  • Providing nationally, for a two-year period, the benefits of the current five-week pilot project that until now has only been provided in regions with the highest unemployment rates and increasing the maximum benefit duration to 50 weeks from 45 weeks.
  • Extending the duration of Work Sharing agreements by 14 weeks to a maximum of 52 weeks to help more companies avoid layoffs by offering EI Income support to qualifying workers willing to work a reduced work week.
  • Allowing earlier access to EI regular income benefits for workers who use some or all of that severance to invest in skills upgrading or other training.
  • Freezing EI premium rates for 2010 in order to support employers and employees and establishing the Canada Employment Insurance Financing Board to set premium rates for 2011 and beyond.
  • Establishing an expert panel to consult Canadians on how to best provide self-employed Canadians with access to EI maternity and parental benefits.
• Work with provinces and territories to facilitate worker adjustment to economic downturn by supporting investments in skills acquisition through Labour Market Agreements and Labour Market Development Agreements.
  • Investing $500M, over a two year period, in a Strategic Training and Transition Fund to assist provinces and territories in providing programs that support the needs of workers affected by the economic downturn.
  • Increasing funding by $1B over two years for training delivered by provinces and territories through the EI program.
• Follow up on the commitment made by First Ministers to reduce barriers to labour mobility by recognizing, across all jurisdictions, any worker certified for an occupation by a regulatory authority of one province or territory, by implementing the amended labour mobility chapter of the Agreement on Internal Trade.
• Improve and expand targeted program initiatives to support workers with skills and transition needs through:
  • an additional $60M for the Targeted Initiative for Older Workers over a three year period to enhance access to skills training and address the adjustment needs of older workers across a wider range of communities
  • an additional $100M will be invested over three years in the Aboriginal Skills and Employment Partnerships program and is expected to support up to 25 new projects, which will result in the creation of 6,000 jobs for Aboriginal Canadians;
  • a $75M investment in a new two year Aboriginal Skills and Training Strategic Investment Fund which represents a step toward implementation of the successor to the Aboriginal Human Resources Development Strategy (Budget 2009 also committed a further $25M to maintain current Aboriginal Human Resources Development Strategy funding); and
  • targeted funding of $20M over two years to assist youth will also be delivered through the Canada Summer Jobs program to enable more employers to hire summer students.
• Implement the Apprenticeship Completion Grant of $2,000, on an ongoing basis, to help raise the number of completions and encourage young people to launch a career in one of the Red Seal skilled trades.
• Invest $50M over two years to ensure that the Foreign Credential Recognition Program supports pan-Canadian efforts to develop a common assessment and recognition framework to ensure consistency, fairness and transparency of foreign qualifications across Canada.

2.1.2 Program Activity: Learning

Participation in post-secondary education lays the foundation for building a skilled, adaptable, and inclusive workforce and an efficient labour market. To this end, the Learning program activity helps Canadians attend college, university, and trade schools by giving loans and grants to students and encouraging saving for post-secondary education through the Canada Student Loans Program and the Canada Education Savings Program.

These programs help Canadians obtain the skills and credentials they need to succeed in the labour market. Workers with higher-level skills and credentials earn higher wages, remain in the labour force longer, and are more likely to be employed. Credentials help employers assess job applicants and increase the efficiency of the labour market by simplifying the matching of jobs and job seekers.

Post-secondary education is a solid investment in the economy, supporting future innovation and addressing the skills shortages that limit economic growth. It also helps workers adjust to changing labour market conditions; people who lack at least some level of post-secondary education are at greater risk of unemployment or layoffs during economic downturns.

With an economic slowdown, an increase in the demand for Canada Student Loans is expected. Throughout 2009-2010, HRSDC expects to invest approximately $1.83B in Canada Student Loans to help 350,000 students attend school. Investments in these individuals will better position Canada to succeed in the knowledge-based economy and to innovate more quickly.

Service delivery is an important activity for the Learning Program. The program is committed to maintaining its services standards even as it faces increased demand. The program is also establishing a service delivery vision for Canada Student Loans that will simplify processes and increase service standards.

The Government of Canada introduced improvements to the Canada Student Loans Program in Budget 2008 which will benefit students starting in Fall 2009. To this end, a new Canada Student Grants Program will be launched in August 2009. Its objective is to increase post-secondary education participation by providing predictable grants to students from low- and middle-income families each year of their studies.

Also being launched in August 2009, the new Repayment Assistance Plan is designed to enhance flexibility for those experiencing difficulty in debt repayment and to be more reflective of the study-to-work transition of young graduates and the needs of students with disabilities. This initiative is well-timed to meet increased pressure for repayment assistance during the economic downturn. In the long term, the Program is expected to lead to a reduction in default rates.

For more information concerning Budget 2008 initiatives, including the Canada Student Grants Program, Repayment Assistance Plan or the Service Delivery Vision please visit http://www.canlearn.ca/eng/main/spotlighton/bdg2008/index.shtml.

Program Activity:
Learning

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
314	2,159.1	314	2,093.7	314	1,981.0

Expected Results
Canadians have the skills and credentials to succeed in the labour market
Performance Indicators	Targets
Percentage of the Canadian Labour Force (aged 25-64) who have attained a post-secondary education certificate, diploma, or degree. (63.7% in 2007) Post-secondary certificate or diploma: 37.6% Bachelor's degree: 18.1% Above Bachelor's degree: 8.1% Total: 63.7%	64.3%
Proportion of Canadians who were attending university or college (8.4% in 2007, estimated 8.3% in 2008)	8.4%
Percentage of Canadians under 18 in the 2009 calendar year who have ever benefited from a Canada Education Savings Program incentive	39.7%
Percentage of eligible children from low-income families who have ever received a Canada Learning Bond	18.5%
Total amount withdrawn from Registered Education Savings Plans in the 2009 calendar year to pay for post-secondary education	$1.5B
3-year cohort default rate for the 2006-2007 repayment cohort (by dollar value)a	17%
Number of new Canada Student Loans issued to full-time students	350,000
Number of full time students who receive a Canada Student Grant	245,000
a The percentage of student loans that entered repayment in 2006-2007 and defaulted within 3 years (the end of 2009-2010) is the 3-year cohort default rate. This calculation is based on methodology used by the Office of the Chief Actuary.

Planning Highlights

The following plans for 2009-2010 support this priority:

• It is anticipated that the Canada Student Grants Program will be launched by August 2009 to improve support for low- and middle- income students;
• Plan to implement the Repayment Assistance Plan by August 2009, to help borrowers facing difficulties in repaying their loans.
• Provide additional support for Canada Student Loans Program service delivery aiming that:
  • 95% of funds are disbursed to students and educational institutions within 2 days (federal portion) and 4 days (provincial portion) of receiving complete and accurate student loan documentation
  • 99% of disbursements are error-free, based on the top 5 pre-identified reasons for disbursement errors
  • 80% of inbound telephone calls are answered within 20 seconds, and
  • 75% of clients are satisfied with the overall quality of service provided by the Canada Student Loans Program.
• Begin implementing the Service Delivery Vision to provide clients with better online services, streamlined, simplified application processes and better co-ordinated communications.

2.2 Strategic Outcome 2: Safe, fair and productive workplaces and cooperative workplace relations

Priority: Help Canadian workers and employers to maintain workplace safety, fairness, productivity, and cooperation throughout the economic downturn by providing relevant and timely services and support.

2.2.1 Program Activity: Labour

The workplace is where Canada's wealth is generated and where many Canadians spend a significant portion of their day. Ensuring that workplaces are safe, fair and productive and that workplace relations are cooperative is important to the well-being of individual Canadians, to their employers, and to the performance of the country's economy.

This program activity is directly responsible for federally regulated workplaces in a number of strategically important sectors of the economy, including banking, telecommunications, broadcasting, air, inter-provincial rail, road and pipeline transportation, shipping, uranium mining, grain handling, and Crown corporations.

To promote cooperation and fairness in these sectors, the Labour Program provides mediation and conciliation services to assist employers and unions in settling disputes; appoints arbitrators, adjudicators, and wage recovery referees to resolve specific disputes between employers and employees; offers a comprehensive and innovative Preventive Mediation Program to assist employers and unions in building effective labour-management relations; provides grievance mediation to assist labour and management in reaching voluntary settlement of grievances as a low cost alternative to arbitration; and fosters cooperation through its Labour-Management Partnerships Program.

Through a coast-to-coast network of regional offices, the Program ensures that federally regulated workplaces are safe and fair by working with employers and employees to ensure that laws on occupation health and safety, labour standards, employment equity, and non-smokers' health are respected. The Program is also responsible for the federal workers' compensation system, the Wage Earner Protection Program, and certain fire protection services.

The workplace is changing rapidly and the Labour Program Activity is helping Canadians to adjust and thrive in the new global economy. This is done by conducting research on developing issues, such as work-life balance, and by tracking and providing a wide range of information on labour relations and workplace trends in Canada, including developments in federal, provincial, and territorial labour laws.

Finally, in order to enhance working conditions and ensure healthy and fair workplaces for all Canadians, the Program works closely with provincial and territorial governments, First Nations communities, and a range of international partners. Domestically, this entails forging partnerships and engaging in joint projects. On the global stage, the Program manages Canada's participation in international labour organizations and negotiates and implements labour cooperation agreements with Canada's free trade partners and emerging economic powers.

Program Activity:
Labour

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
726	271.2	726	274.5	726	253.0

Expected Results
Safe and healty workplaces that are fair and respect minimum labour standards.
Performance Indicators	Targets
Percentage of collective bargaining disputes settled under Part I (Industrial Relations) of the Canada Labour Code without a work stoppage	90% (Mediation and Conciliation Retrieval System)
Percentage change, year over year, in the rate of lost time injuries and fatalities within the targeted higher risk federal jurisdiction industries	15%
Percentage of unjust dismissal complaints settled by inspectors (Part II of the Canada Labour Code)	75%

Planning Highlights

The following plans for 2009-2010 support this priority:

• Deliver core programs that foster safety, fairness, and productivity in workplaces under exclusive federal jurisdiction, and ensure that those programs are responsive to the economic challenges facing Canadian employers and workers:
  • ensure the effective and efficient delivery of services in the areas of occupational health and safety, employment standards, injury compensation, and fire safety, in part through the implementation of modern, targeted compliance strategies;
  • preserve the integrity of programs that are particularly relevant to employers and workers during difficult economic times, including the Wage Earner Protection Program, preventive mediation and dispute resolution services, and measures for effective handling of group terminations; and
  • maintain programs that support the full and equal participation of all Canadians at work, including the Federal Contractors Program for Employment Equity, the Racism-free Workplace Strategy, and pay equity.
• Develop innovative strategies that respond to the short- and long-term challenges facing Canadian workplaces:
  • consult with stakeholders on concrete options for modernising Part III (Labour Standards) of the Canada Labour Code;
  • assess the recommendations presented in the report Work Stoppages in the Federal Private Sector aimed at reducing the frequency and duration of strikes and lockouts in federally regulated industries; and
  • develop options for presentation before the Parliamentary Committee charged with the examination of the Employment Equity Act.
• Advance Canadian interests and values in the negotiation and implementation of international labour standards and agreements:
  • pursue the conclusion and implementation of labour cooperation agreements and cooperative frameworks with free-trade partners and emerging economic powers;
  • strengthen cooperation between Canada, the United States, and Mexico in the context of the North American Agreement on Labour Cooperation; and
  • provide leadership and promote Canadian interests in international forums dealing with labour issues, including the International Labour Organization.

2.3 Strategic Outcome 3: Income security, access to opportunities and well-being for individuals, families and communities

Priority: Assist Canadians through targeted and modernized income security and social development measures for vulnerable populations (seniors, people with disabilities, homeless people and those at risk of becoming homeless, and communities).

2.3.1 Program Activity: Income Security

Ensuring income security is essential to the quality of life and well-being of Canadians. This program activity ensures that eligible Canadians are provided with retirement pensions, survivor pensions, disability benefits and benefits for children, through the Old Age Security program, the Canada Pension Plan and the Canada Disability Savings Program.

In addition, this program activity ensures that low-income families and their children are effectively supported through the National Child Benefit initiative. Through this initiative, the federal government works in partnership with provincial and territorial governments to provide income support, as well as benefits and services. The Government of Canada's contribution to this initiative is the National Child Benefit Supplement.

The Department also focuses on national legislative development, policy direction, program design, and research and analysis to ensure that the Old Age Security and Canada Pension Plan programs remain responsive to the current and future needs of Canadians. This includes efforts to expand awareness and increase take-up of public retirement income entitlements with a particular focus on vulnerable segments of the population who often experience barriers to receiving information and assistance through traditional government channels.

Finally, this program activity also includes the administration of the Canada Disability Savings Program which helps parents and others save for the long-term financial security of people with severe disabilities.

Program Activity:
Income Security

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
582	66,011.9	578	69,174.9	576	72,823.4

Expected Results
Canadians are provided with the pensions and benefits to which they are entitled.
Performance Indicators	Targets
Number of Registered Disability Savings Plans receiving Canada Disability Savings Bonds and the dollar value of these Bonds	10, 000 Plans receive a cumulative $15M by 2011-2012 18,000 Plans receive a cumulative $45M by 2013-2014
Number of Registered Disability Savings Plans receiving Canada Disability Savings Grants and the dollar value of these Grants	15,000 Plans receive a cumulative $30M by 2011-2012 25,000 Plans receive a cumulative $80M by 2013-2014
Percentage of income derived from Canada Pension Plan program	25% of average monthly pensionable earnings which represent career average earnings up to that year's maximum pensionable earnings.
Percentage of CPP contributors who have contributory coverage/eligibility for CPP-Disability	Male 70% Female 63%
Percentage of eligible seniors who receive the Old Age Security pension	96%

Planning Highlights

The following plans for 2009-2010 supports this priority:

• Strengthen overall accountability within Canada's public pensions by completing the implementation of legislative changes to Old Age Security and Canada Pension Plan related to penalties, interest, information sharing, and e-services.
• Work with Finance Canada to identify and assess policy options in the context of the 2007-2009 Canada Pension Plan Triennial Review process to ensure that the Plan meets the current and future needs of contributors and eligible beneficiaries.
• Implement and administer the Canada Disability Savings Grant and Bond components of the Canada Disability Savings Program to assist families in planning for the long-term financial security of people with severe disabilities.

2.3.2 Program Activity: Social Development

Social Development supports programs for homeless people or those individuals at risk of homelessness, as well as programs for children, families, seniors, communities, and people with disabilities. The program activity provides these groups with the support, knowledge, information, and opportunities to move forward with their own solutions to social and economic challenges.

This program activity focuses on strengthening and building capacity to increase access to services, information and resources, as well as funding programs that empower and engage Canadians.

Recognizing that the needs of families are diverse, the Government of Canada provides parents with the flexibility to choose the option that best suits their needs. The Federal Universal Child Care Plan recognizes families as the key building blocks of society and gives parents the flexibility to balance work and family, as they see fit. HRSDC will also continue to support the implementation of the Universal Child Care Benefit, the cornerstone of Canada's Universal Child Care Plan.

In addition, the Department will continue its involvement in the build-up to 2010 Olympic Winter Games, centering on five main areas: Employment; Social inclusion (homelessness); Accessibility; Service Delivery; and Outreach. The Department will also continue to support the work of the National Seniors Council which advises Canada's Government on all matters related to the health, well-being and quality of life of seniors.

Program Activity:
Social Development

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
580	2,769.0	565	2,806.0	560	2,822.4

Expected Results
Individuals are provided knowledge, information, and opportunities to move forward with their own solutions to social and economic challenges.
Performance Indicators	Targets
Percentage of all Homelessness Partnering Strategy investments in regionally delivered projects targeted to long-term stable housing and related services.	65% (includes carry-over projects from Phase II of the National Homelessness Initiative)
Amount invested in communities by external partners (not-for-profit groups, private sector organizations, and other government departments) for every dollar invested by the Homelessness Partnering Strategy.	$1.50
Estimated number of individuals and families that have access to information, programs and services as a result of Social Development Partnerships Program funding.	1.2 M
Number of organizations funded through the Disability component of the Social Development Partnerships Program.	40
Number of children and parents involved in Understanding the Early Years community research activities.	20,000
Number of seniors involved in New Horizons for Seniors Program funded projects (estimated).	90,000
Number of Federal Elder Abuse Initiative networks and partnership	11
Number of building/vehicle renovations and modifications by Enabling Accessibility Fund funded projects.	280
Percentage of families who are receiving the Universal Child Care Benefit for their children under age 6.	100% (of eligible families)

Planning Highlights

The following plans for 2009-2010 support this priority:

• Implement the renewed Homelessness Partnering Strategy and develop options for future responses to address homelessness issues in consultation with key partners.
• Implement the renewed Social Development Partnerships Program, in partnership with not-for-profit organizations, to strengthen and expand front-line services and address barriers for children and families, people with disabilities and other vulnerable populations across Canada.
• Develop information and resource materials for frontline workers (public health, medical, legal, police, and financial professionals, etc.) to provide key professional groups with the information necessary to identify cases of elder abuse, access the appropriate resources, and take measures to provide assistance to victims.

2.4 Strategic Outcome 4: Service Excellence for Canadians

Priority: Respond to increase in demand for services from existing Service Canada delivered programs.

2.4.1 Program Activity: Citizen-Centred Service

This program activity aims to improve and integrate government service delivery by providing Canadians with bilingual one-stop, easy-to-access, personalized service in person, by telephone, Internet and via mail.

Service Canada translates government policy and program objectives into quality, comprehensive service offerings and effective delivery approaches that help to achieve real results for Canadians. Guided by the ongoing feedback of citizens and frontline employees, and in collaboration with partners, Service Canada continuously refines its service strategies, approaches and offerings, so that Canadians can easily and securely access the government information or services they need.

The Citizen-Centred Service program activity supports the Government's efforts in the achievement of single window, seamless access service delivery to promote timely, positive service experiences and the overall satisfaction of clients.

Program Activity:
Citizen-Centred Service

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
6,088	474.5	6,049	467.2	6,038	464.1

Expected Results
Integrated and seamless delivery of Government of Canada programs and services.
Performance Indicators	Targets
Percentage of clients satisfied with information received through the in-person, telephone, web, and mail channels.	80% for each channel
Percentage of passport applications accurately reviewed and authenticated.	95%
Percentage of Office for Client Satisfaction feedback replied within seven working days of receipt.	100%
Percentage of Pleasure Craft License transactions completed in one visit (Percentage is based on completed applications with all supporting documents).	95%
Percentage of Canadians who are aware of Service Canada.	65%
Additional performance indicators and volumetric data for Citizen-Centred Service can be found in the Service Canada Annual Report at http://www.servicecanada.gc.ca/en/about/publications.shtml#corp

Planning Highlights

The following plans for 2009-2010 support this priority:

• Meet increasing demands for information, applications, and services on Employment Insurance, Canada Pension Plan, Old Age Security, Guaranteed Income Supplement, Worksharing, Job Bank, as well as Grants and Contributions, Apprenticeship Incentive Grant and Wage Earner Protection Program through in-person, call centres and Web channels;
• Bundle information available for workers who have lost their job, as well as employers facing closures and layoffs;
• Direct clients through targeted marketing to use cost effective, efficient virtual services (Web and voice interactive telephone services), when seeking information and transacting with the Department and refer inquiries to provinces to access labour market programs; and
• Expand collaboration and support between in-person, call centres and processing in order to increase first contact resolution for a broader range of enquiries and to improve service efficiency.

2.4.2 Program Activity: Integrity and Processing

This program activity positions Service Canada to be able to ensure the accuracy of payments, the security and privacy of personal information, and the overall quality of service offerings.

Meeting the expectations of Canadians that government services and benefits are delivered to the right person for the right amount for the intended purpose and at the right time is a cornerstone of Service Canada's service commitments. The organization continues to modernize the way it handles processing and service delivery functions, to further enhance the efficiency and accuracy of its operations.

Service Canada maintains an active program of management frameworks, processes and controls to strengthen the integrity of departmental programs by assuring operational and service compliance at the national and regional levels.

While ensuring public confidence and trust in the delivery of government services, these efforts also yield savings for the federal government ($775M in 2007-2008). These program savings consist of recovered or discontinued overpayments of benefits under Employment Insurance, the Canada Pension Plan and Old Age Security, which result from investigations of suspected fraud and abuse and prevention activities.

Program Activity:
Integrity and Processing

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
7,799	553.5	7,781	551.5	7,762	549.2

Expected Results
Delivery of Government of Canada programs and services, while respecting privacy and security needs.
Performance Indicators	Targets
Percentage of benefit payments issued within established timeframes Percentage of Employment Insurance benefit payments or non-payment notifications issued within 28 days of filing Percentage of Canada Pension Plan retirement benefits paid within the first month of entitlement Percentage of Old Age Security basic benefits paid within the first month of entitlement Percentage of Apprenticeship Incentive Grant payments issued within 28 calendar days of filing Percentage of Wage Earner Protection Program payments issued within 28 calendar days of filing	80% 85% 90% 85% Baseline Year
Accuracy rate of benefit payments Payment Accuracy of Employment Insurance Payment Accuracy of Canada Pension Plan Payment Accuracy of Old Age Security	95% 95% 95%
Social Insurance Register Accuracy rate for vital events Legitimate Social Insurance Number (SIN) accuracy rate	97.4% 99.9%
Additional performance indicators and volumetric data for Citizen-Centred Service can be found in the Service Canada Annual Report at http://www.servicecanada.gc.ca/en/about/publications.shtml#corp

Planning Highlights

The following plans for 2009-2010 support this priority:

• Develop action plans with specific activities to address the impacts of the economic downturn on operations. These plans will address the Department's capacity to increase processing in Employment Insurance and Canada Pension Plan in the short and medium term as well as the impacts on the delivery channels while maintaining service quality and integrity. It will also identify the employee tools, training and investment needed to face increasing volumes;
• Continue with Employment Insurance and Income Security Programs (Canada Pension Plan, Old Age Security) automation to improve the Departments ability to meet increased workload demands;
• Investigate abuse, misuse and errors in Employment Insurance, Canada Pension Plan, Old Age Security and Social Insurance Number programs to ensure the integrity of departmental benefit programs; and
• Increase the number of agreements for the exchange of vital events information with provinces and territories.

2.5 Program Activity: Internal Services

Priority: Support the organization's core business and priorities by delivering efficient and effective corporate services.

Internal Services are groups of 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.

Program Activity:
Internal Services

Human Resources (FTEs) and Planned Spending ($ millions)
2009-2010		2010-2011		2011-2012
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
6,168	794.2	6,137	786.1	6,130	782.1

Expected Results
Support the organization's core business and priorities and priorities
Performance Indicators	Targets
Percentage of employees from Employment Equity groups: women aboriginal peoples members of visible minority people with disabilities	Representation reflects general workforce availability: 59.1% 3.0% 9.4% 3.4%
Workforce Strategic Indicator ; Percentage of employees leaving the Department	8.0% [based on 07-08 staff turnover]
Workplace Strategic Indicator; Ratio of non-advertised external hiring to total hiring	12% [based on SMAF Accountability Indicator]

Planning Highlights

• Realign financial resources in response to increase in program activity volumes as a result of the economic downturn;
• Ensure continuity of business operations in response to increased service delivery requirements (e.g. Employment Insurance) by developing business continuity planning and information technology security;
• Continue to implement a thorough investment review process, particularly in support of a sound and affordable information technology infrastructure;
• Provide greater support to managers in creating and implementing effective human resource plans;
• Continue streamlining and standardizing practices aimed at improving the efficiency and effectiveness of human resources;
• Address learning and training needs related to competency gap in the management and delivery of programs and services, especially in the areas of nationally and regionally delivered grants and contributions by developing a national training strategy for grants and contributions delivery;
• Ensure awareness of the benefits available to citizens and their families to help adjust to the economic downturn; and
• Streamline management of departmental nationally and regionally delivered grants and contributions, reduce administrative burden for stakeholders and contribute to the Web of Rules Action Plan and government-wide Action Plan to Reform the Administration of Grants and Contributions.¹

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