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9.0 Service Delivery

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Table 9.1 Case Managed Veterans as of December 2021

Table 9.1 represents the volume of Veterans 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 VeteransFootnote 4Footnote 5 Average Veterans
per Case Manager
NF and LAB, NB, PEI 62.0 2,148 34.6
Nova ScotiaFootnote 3 61.0 2,250 36.9
Quebec 86.0 2,543 29.6
National Capital Area 62.0 1,934 31.2
Central Ontario 47.0 1,441 30.7
South Western Ontario 45.0 1,227 27.3
Prairies 65.0 2,344 36.1
British Columbia & the North 48.0 1,595 33.2
National Total 476.0 15,482 32.5

Source: Service Delivery Branch
Source: Chief Financial Officer and Corporate Services Branch

Table 9.2 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 2016–17 Footnote 6 2017–18Footnote 6 % Change
2016–17
to
2017–18
2018–19Footnote 6 % Change
2017–18
to
2018–19
201920Footnote 6 % Change
2018–19
to
2019–20
2020-21Footnote 6Footnote 8 % Change
2019–20
to
2020–21
YTD
Dec 2021
Calls Offered 592,874 586,107 -1.1% 594,717 1.5% 561,930 -5.5% 434,846 -22.6% 338,861
Calls Answered 543,446 524,258 -3.5% 492,199 -6.1% 524,462 6.6% 416,792 -20.5% 322,129
Calls Abandoned 49,428 61,849 25.1% 98,081 58.6% 37,468 -61.8% 18,054 -51.8% 16,732
% Response Rate 92% 89% - 83% - 93% - 96% - 95%
% NCCN Grade of ServiceFootnote 7 66% 62% - 36% - 73% - 85% - 81%
% Medavie Grade of ServiceFootnote 8 74% 73% - 75% - 63% - 71% - 67%

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 9.3 My VAC Account Users

My VAC Account Users Actuals as of March 31, 2021 % Change
2019–20
to 2020–21
YTD
Dec 2021
2017–18 2018–19 2019–20 2020–21
Total number of My VAC Account Users 71,644 91,239 110,266 125,342 13.7% 137,316

Source: Chief Financial Officer and Corporate Services Branch

Table 9.4 My VAC Account Usage (session logins)

My VAC Account Usage Actuals as of March 31, 2021 % Change
2019–20
to 2020–21
YTD
Dec 2021
2017–18 2018–19 2019–20 2020–21
Total number of session logins 1,811,273 2,331,383 2,600,034 2,359,229 -9.3% 2,073,801

Source: Online Services Directorate

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