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6.0 Recommendations and Management Response(s) and Action Plan(s)

Recommendation 1:

It is recommended that the Assistant Deputy Minister Policy, Communications and Commemoration, in conjunction with the Assistant Deputy Minister, Service Delivery, better aligns CAF applicants’ and recipients’ expectations with program benefits and services available by: (Essential)

  • designing and implementing measures to collect more specific and comprehensive feedback from CAF Veterans regarding their expectations and level of awareness of the Program; and
  • providing clear program eligibility, specific benefit information, and process details to CAF applicants and recipients.

Management Response:

Management agrees there is a need for ongoing outreach to CAF members, Veterans and their families.

Several improvements were made to outreach tools since the evaluation period – the Veterans’ Services Tool Box was revamped, the Veterans’ Benefits Navigator was launched and the Health Care Benefits and Services Program content on the website was updated and written in plain language.

The Department will continue to partner with the CAF, Veterans’ organizations and other stakeholders to provide clearer information on the Health Care Benefits and Services Program. VAC will also use existing feedback mechanisms including the ‘Life After Service Studies’, to help measure awareness of the Health Care Benefits and Services Program.

Management Action Plan:
Corrective actions to be taken OPI Target date
Collection of targeted feedback from CAF Veterans
  • Life After Service Studies
Director General, Policy 2013-14
Opportunities to provide clear information on program eligibility, specific benefits and process details:
  • Deliver VAC briefings at CAF Bases and Wings as part of Second Career Assistance Network Seminars
  • Conduct Transition Interviews, as appropriate
  • Provide Web content on CAF eligibility
  • Propose a Salute! article on CAF eligibility
Director General, Policy
Director General, Field Operations, Service Delivery
Director General, Communications
Winter 2013-14

Recommendation 2:

It is recommended that the Assistant Deputy Minister, Service Delivery, reviews and updates the Performance Measurement Strategy to include more appropriate measures to assess program success. (Essential)

Management Response:

Management agrees with this recommendation. Work is underway to review and update the Health Care Benefits and Services Program Performance Measurement Strategy.

Management Action Plan:
Corrective actions to be taken OPI Target date
Revise and fully implement the Health Care Benefit and Services Program Performance Measurement Strategy to include more appropriate measures to assess program success. Service Delivery March 2014
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