11.0 Service Delivery

11.0 Service Delivery

Table 11.1 Case Managed Clients as of March 2022

Table 11.1 represents the volume of Clients who were receiving one-on-one Case Management Services and the number of case managers providing this service.

AreaFootnote 1 Assigned Case ManagersFootnote 2 Case Managed ClientsFootnote 4Footnote 5 Average Clients

per Case Manager
NF and LAB, NB, PEI 62.0 2,098 33.8
Nova ScotiaFootnote 3 61.0 2,223 36.4
Quebec 86.0 2,479 28.8
National Capital Area 62.0 1,876 30.3
Central Ontario 47.0 1,407 29.9
South Western Ontario 45.0 1,182 26.3
Prairies 65.0 2,287 35.2
British Columbia & the North 48.0 1,506 31.4
National Total 476.0 15,058 31.6

Source: Service Delivery Branch

Source: Chief Financial Officer and Corporate Services Branch

Table 11.2 Telephony Results - National Contact Centre Network (NCCN) and Medavie

This table represents the annual call volumes received, answered and abandoned through VAC's toll free line (1-866-522-2122). The response rate percentage (%) calculates what portion of calls received get answered, and the Grade of Service percentage (%) calculates what portion of calls are answered within 2 minutes.

Results 2017–18Footnote 6 2018–19 Footnote 6 % Change

2017–18

to

2018–19		 2019–20Footnote 6 % Change

2018–19

to

2019–20		 2020–21Footnote 6Footnote 8 % Change

2019–20

to

2020–21		 2021–22Footnote 6Footnote 8 % Change

2020–21

to

2021–22
Calls Offered 586,107 594,717 1.5% 561,930 -5.5% 434,846 -22.6% 458,365 5.4%
Calls Answered 524,258 492,199 -6.1% 524,462 6.6% 416,792 -20.5% 435,126 4.4%
Calls Abandoned 61,849 98,081 58.6% 37,468 -61.8% 18,054 -51.8% 23,239 28.7%
% Response Rate 89% 83% - 93% - 96% - 95% -
% NCCN Grade of ServiceFootnote 7 62% 36% - 73% - 85% - 79% -
% Medavie Grade of ServiceFootnote 8 73% 75% - 63% - 71% - 72% -

Source: Service Delivery Branch

My VAC Account

My VAC Account is a secure, authenticated web application that allows Veterans, CAF and RCMP members to access VAC services from anywhere, and at any time. Family members who are receiving benefits directly from VAC can also sign up for My VAC Account.

Through My VAC Account, Veterans can apply online for VAC benefits and services, upload documents to support applications, track the status of applications, receive online correspondence (forms and letters), view a summary of VAC benefits, and connect directly with VAC staff through secure messaging.

Table 11.3 My VAC Account Users

My VAC Account Users Actuals as of March 31, 2022 % Change

2020–21

to 2021–22
2018–19 2019–20 2020–21 2021–22
Total number of My VAC Account Users 91,239 110,266 125,342 141,741 13.1%

Source: Chief Financial Officer and Corporate Services Branch

Table 11.4 My VAC Account Usage (session logins)

My VAC Account Usage Actuals as of March 31, 2022 % Change

2020–21

to 2021–22
2018–19 2019–20 2020–21 2021–22
Total number of session logins 2,331,383 2,600,034 2,359,229 3,043,460 29.0%

Source: Online Services Directorate

 
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