Operating context
We work in an ever-changing environment, where the needs of Canada’s Veterans and their families are constantly changing. The Government has made investments in key areas to help Veterans and their families access comprehensive and timely support that can enhance their well-being, financial security and independence.
Our work is shaped by both internal and external factors. The programs and services we deliver must adapt to the Government of Canada’s broader policies and priorities, while remaining responsive to the unique needs of Veterans and their families. At the same time, the effective management of these programs relies on people, processes, and tools that enable us to continue delivering positive outcomes.
Historic investments have been made to improve the mental, physical, and financial well-being of many Veterans, but we recognize there is still more work to be done. Through ongoing research and regular feedback from the Veterans we serve, we have developed a comprehensive approach to better support Veterans as they transition from military to civilian life.
Our commitment remains unwavering: to ensure the well-being of Veterans and their families by providing the best possible services and benefits, tailored to their unique needs. Canadians have a right to expect meaningful change—not only in what we do but also in how we do it. At Veterans Affairs Canada (VAC), we are fully dedicated to delivering on these expectations. We also recognize that the responsibility for supporting Veterans' well-being is shared across multiple levels of government, other departments, and with the Veterans themselves. This collaborative approach—enhanced through strong engagement with stakeholders, including Veterans' organizations, advocacy groups, community partners, and researchers—enables us to complement and build on the important work being done for Veterans.
Key risks
Veterans Affairs Canada is committed to ensuring timely, high-quality services and benefits for Veterans and their families while managing risks that may impact its ability to deliver on its mandate. Integrated risk management is central to modern management, ensuring that risks are identified, understood, and effectively mitigated. By embedding risk management into decision-making and priority setting, VAC proactively addresses challenges, optimizes resource allocation, and adapts to evolving circumstances to achieve meaningful outcomes for Veterans.
Integrated risk management approach
Using integrated risk management tools, VAC enhances its capacity to respond to both internal and external factors. This proactive approach supports alignment with Government of Canada priorities, fosters innovation in service delivery, and ensures value for money. Executive-level oversight, including by the Assistant Deputy Minister-level Senior Management Committee, ensures financial responsibilities are managed effectively and that resources are prioritized to meet Veterans' needs.
Key risks and mitigation strategies
To uphold its commitment to Veterans and their families, VAC is focused on managing the following key risks:
- Service delivery capacity: The demand for services continues to grow, driven by the increasing diversity and evolving needs of the Veteran population. To address this challenge, VAC is:
- Strengthening recruitment, training, and retention efforts to maintain a skilled and motivated workforce;
- Enhancing digital tools and automation to streamline service delivery;
- Continuously evaluating and balancing caseloads to ensure equitable access to services.
Progress is monitored through service standards, client satisfaction metrics, and workforce capacity assessments.
- Equity and accessibility: Ensuring equitable access to programs and services for all Veterans, including underrepresented groups such as women Veterans, Indigenous Veterans, and Veterans with disabilities, remains a priority. Mitigation efforts include:
- Conducting regular assessments to identify and address systemic barriers;
- Expanding outreach initiatives to engage underrepresented groups;
- Collaborating with stakeholders to co-develop inclusive policies and programs.
Success is measured by increased participation rates and improved outcomes for diverse Veteran populations.
- Data-driven decision-making: Reliable data is critical for making informed decisions and demonstrating results. VAC faces challenges in collecting, analyzing, and integrating data across systems. To mitigate this risk, VAC is:
- Investing in modern data infrastructure and analytics capabilities;
- Enhancing partnerships with research organizations and other departments to leverage shared insights;
- Prioritizing transparency in reporting to ensure accountability.
Progress is tracked through improved data quality, timeliness of reporting, and stakeholder confidence in VAC’s performance metrics.
- Modernization and technology: Inefficiencies in processes and delays in adopting new technologies could impede user-friendly services and result in Veterans needing to provide the same information multiple times while applying for programs and services. To address these challenges, VAC is:
- Accelerating the adoption of digital platforms to enhance service accessibility and efficiency;
- Streamlining application and verification processes to reduce administrative burdens on Veterans;
- Strengthening IT infrastructure to support seamless data integration and minimize duplication.
Success is measured by improved system usability, reduced processing times, and enhanced Veteran satisfaction with digital services.
Strengthening oversight and continuous improvement
VAC’s risk management approach is reinforced by regular performance monitoring, internal reviews, and external audits. The Departmental Audit Committee provides expert advice to enhance the effectiveness of risk management processes. By continuously refining its strategies, VAC remains agile in addressing emerging challenges and ensuring the best possible outcomes for Veterans and their families.
This focus on proactive risk management enables VAC to deliver on its mandate while building trust and confidence among Veterans, stakeholders, and all Canadians.