Veterans Affairs Canada’s work is influenced by many internal and external factors. The programs and services we deliver are impacted by broader policies and priorities of the Government of Canada and must adapt to the needs of the people we serve. At the same time, the management and direction of the programs and services relies on people, budgets, processes and tools. All these factors form our operating context and play an essential role in determining the Department’s plans and objectives.
We operate in an ever changing environment as the needs of Canada’s Veterans and their families evolve. The Government has increased support for Veterans and their families through significant and substantial commitments to Veterans’ programs and services which is welcomed. At the same time this challenges our capacity, and careful planning, sequencing and pacing is required.
The ever steady rise of electronic communications, online networking and social media has also created an environment in which individuals expect to receive responses in real-time. The rise of digital technology has led to pressure for greater transparency, more responsive government and increased public engagement. The Department has been working diligently to ensure that we continue to expand the online availability of information, forms, and applications through avenues such as My VAC Account.
Veterans’ issues receive a high level of media coverage throughout the year while engaged Veterans’ organizations continue to advocate for improvements to benefits and services for Veterans, especially for improved financial benefits. These organizations are also concerned with issues including homeless Veterans, the mental health of CAF members and Veterans and improved support for the most seriously ill and injured.
The Department must also ensure that business is conducted in a way that respects the current priorities of the Government of Canada. Government-wide there has been a movement toward increased monitoring and reporting on meaningful performance measures and results through the implementation of the new Policy on Results. As a second-wave adopter of the new policy, we are working to adapt to this new approach and be ready for implementation in the fall of 2017.
All of these factors present not only challenges, but opportunities for the Department to examine programs, services, policies and processes to ensure the provision of the best possible service to Canada’s Veterans and members of the Royal Canadian Mounted Police (RCMP) in a timely manner. The Department will be open and accountable to Canadians who want to ensure that we are taking care of those who have given so much in the defence of our country and our freedom.