Benefit Programs and Other Services

Expected Outcome

Performance Summary – We have met this Anticipated Result and year-over-year performance has improved, as demonstrated by the following performance against expectations:

• met the internal performance standard for processing benefit payments on time
• improved the timely processing of CCTB applications, meeting the service standard
• mostly met the target for issuing CPP/EI rulings on time
• however, the internal target for processing account maintenance adjustments was not met, although performance continued to improve substantially and the internal target for issuing notices for client-requested adjustments was mostly met

We sustained our high standard by issuing on time over 99% of all CCTB, GST/HST credit, and provincial and territorial payments under the programs we administer. In total, these 68 million payments delivered over $11 billion to some 10 million low- and moderate-income recipients.

Based on the results of a study, we met our service standard by processing 98% of CCTB applications by the end of the second month after they were received, up from 97% in 2001-2002. We also substantially improved our timeliness in processing account maintenance adjustments. In 2002-2003, we implemented an internal performance target in our field operations to provide a response within 20 working days for client correspondence and a notice within two months for client-requested adjustments, 98% of the time. While we did not meet the target, the results of a measurement project indicate that we processed over 87% of adjustments within established time frames, up from the 80% achieved in 2001-2002. For adjustments requiring a notice, we processed an estimated 97% by the end of the second month after we received the client's enquiry.

2-1 Timely Processing of Benefits Account Maintenance Activities

In 2003-2004, this account maintenance service standard will be communicated to the public.

We processed over 73,000 requests for CPP/EI rulings. We surpassed the service level of 85% as specified in our MOU by processing on time over 87% of HRDC's requests relating specifically to cases where an application for EI benefits has been made. Overall, including requests for CPP/EI rulings from the public and from the PIER (Pensionable Income and Earnings Review) process, we processed 81% of all requests on time, somewhat short of our 85% target. We are reviewing how to distribute requests between regions to better access available resources.

2-2 CPP/EI Rulings – Percentage Completed on Time

Date modified:

2003-10-29