2.1 Audit Scope and Objectives
The scope of the audit includes Veteran documents received at PSPC Matane between April 1, 2016 and July 31, 2016.
The audit team examined Veteran correspondence processed at PSPC Matane as well as management and oversight of the centralized mail process, from initial receipt at PSPC Matane to the date the correspondence is digitized and available in CSDN. Currently, only correspondence related to delivery of services is processed through centralized mail. Correspondence directed to the Office of Veterans Ombudsman, Veterans Review and Appeal Board, Strategic Policy and Commemoration Branch, Strategic Oversight and Communications Branch, Bureau of Pensions Advocates, Medavie Blue Cross, and Royal Canadian Legion are not part of the centralized mail process.
The objectives of this audit were:
- Assess the adequacy of the management control framework.
- Assess compliance with VAC’s guidelines and business processes.
- Confirm turnaround times and identify opportunities to improve efficiency.
The audit criteria is provided in Appendix A.
2.2 Methodology
The audit team conducted a review of VAC’s policies, guidelines, and business processes as well as a data analysis and file review of centralized mail documents during the period under review. Staff interviews and direct observation sessions at VAC Head Office, area offices and PSPC Matane were undertaken to obtain an understanding of the centralized mail processes and to assess compliance with relevant policies, guidelines and business processes.
This audit engagement was planned and conducted to be in accordance with the "Internal Auditing Standards for the Government of Canada".