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Found 10 records similar to Audit of Veterans Affairs Canada's Telephony Service - June 2016

Federal

In 2012, Veterans Affairs Canada (VAC) and Service Canada entered into a Partnership whereby Service Canada would use their web, in-person and telephone services to provide general information on VAC’s benefits and services to individuals who visit Service Canada’s website, visit a Service Canada Centre or call VAC’s toll-free line. In addition, Service Canada would accept and review applications for the Disability Benefits Program and the Veterans Independence Program (VIP). The intention of the Partnership was that Veterans would have broader access to VAC’s services on the web, in-person and on the phone. By having Service Canada answer general inquiries on VAC’s behalf, it was expected that VAC would be able to re-focus their resources on more complex cases.

Last Updated: Feb. 24, 2022
Date Published: Dec. 31, 2015
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Service Canada, Partnership, Internal Auditing, Evaluation, Veterans
Federal

This audit provides assurance to the President of Shared Services Canada (SSC) and the Departmental Audit and Evaluation Committee that SSC’s account verification process for telephony services was effectively designed. The scope of the audit included the practices for certification for FAA section 34 and section 33 as well as expenditure initiation. The following policy instruments were taken into consideration: Financial Administration Act; Directive on Account Verification; Directive on Delegation of Financial Authorities for Disbursements; and Directive on Expenditure Initiation and Commitment Control.

Last Updated: Aug. 7, 2019
Date Published: Mar. 23, 2015
Organization: Shared Services Canada
Formats: HTML
Keywords:  Audit, Account verification, financial management, telephony services
Federal

Treasury Board, which sets the guidelines for all government departments in Canada, defines a service standard as "a public commitment to a measurable level of performance [that] clients can expect under normal circumstances." These standards help Canadians by formalizing the kind of service that they can expect from any department. The standards also help VAC staff, by giving them targets to aim for—both in terms of their own performance, and of letting the public know what to expect. At present, Veterans Affairs Canada has twenty-two service standards, which cover all the key programs and services that the Department provides to Veterans.

Last Updated: Feb. 24, 2022
Date Published: Jul. 31, 2012
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Evaluation, Service Standards, Veterans
Federal

Privacy Impact Assessments (PIAs) are used to identify potential privacy issues of new or redesigned federal government programs or services. PIAs examine how government departments protect personal information through its lifecycle of collection, use, disclosure, storage, and disposition.

For more information, see the Privacy Impact Assessment Fact Sheet on the Web site of the Office of the Privacy Commissioner of Canada.

Last Updated: Feb. 24, 2022
Date Published: Jul. 14, 2017
Organization: Veterans Affairs Canada
Formats: HTML
Keywords:  Veterans Affairs Canada, VAC, Privacy Impact Assessment, PIA, Privacy
Federal

Healthcare professional service contractors are individuals with “significant training, qualifications and expertise in a professional field.” With the support of Public Works and Government Services Canada, these contractors are used to obtain expert knowledge and to complement the existing workforce. At Veterans Affairs Canada (VAC), these healthcare professional service contractors review or conduct assessments of Veterans' health needs for services or benefits as well as provide consultation with VAC staff. During the 2012/13 fiscal year, there were 55 healthcare professional service contracts for Occupational Therapists, Nurses, Doctors and a Dentist, excluding those at Ste. Anne’s Hospital.

Last Updated: Feb. 24, 2022
Date Published: Dec. 31, 2013
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Evaluation, Healthcare, Veterans
Federal

The Veterans Affairs Canada Health Care Benefits Program provides eligible Veterans and other qualified individuals with benefits and services, such as medical, surgical and dental care, prosthetic devices and home adaptations, through 14 Programs of Choice. Under the Veterans Health Care Regulations and Canadian Forces Members and Veterans Re-establishment and Compensation Act, eligible Veterans and other qualified individuals have access to benefits and services, such as medical, surgical and dental care, prosthetic devices and home adaptations. Related Health Services are services provided by health care professionals other than physicians, dentists and nurses. Examples of these types of services include occupational therapy, physiotherapy, massage therapy, chiropractic, acupuncture, speech language pathology and psychological counseling.

Last Updated: Feb. 24, 2022
Date Published: Sep. 30, 2014
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Évaluation, Program of Choice, POC, Health Services, Veterans
Federal

Travel, Hospitality, Conference and Event activities are essential to the effective delivery of government services. At Veterans Affairs Canada, these activities can include:

  • a staff member travelling to a Veteran’s home to complete an assessment;
  • refreshments being provided to guests of the Department during a meeting;
  • health professionals attending a conference to discuss the latest developments in the field; or
  • a commemoration event celebrating the sacrifice of Veterans. Effective April 1, 2014, the Treasury Board Directive on Travel, Hospitality, Conference and Event Expenditures was updated with new requirements. The intent of these changes was to strengthen oversight and accountability to ensure sound fiscal management of public funds.
Last Updated: Feb. 24, 2022
Date Published: Dec. 31, 2014
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Evaluation, Travel, Hospitality, Conferences, Events
Federal

The Centralized Mail initiative was designed in 2011 to direct all incoming Veteran documents to a central location in order to reduce Veteran and staff confusion resulting from multiple address choices. The Centralized Mail project commenced in 2011 and was fully operational by April 1, 2016. Through a partnership with Public Services and Procurement Canada in Matane, QC, (PSPC Matane) documents are received there, digitized and uploaded to the Veterans Affairs Canada (VAC) Client Service Delivery Network (CSDN) system. Approximately 1.5 million pages of mail were scanned in the 2015-16 fiscal year.

Last Updated: Feb. 24, 2022
Date Published: Apr. 28, 2017
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Evaluation, Centralized mail, Veterans
Federal

Veterans Affairs Canada (VAC) provides a wide range of health care benefits and services to eligible program recipients as specified under the authority of the Veterans Health Care Regulations. These entitlements are made available under the Treatment Benefits Program and Veterans Independence Program (VIP). The objective of these programs is to ensure program recipients are provided, according to their treatment eligibility, with reasonable and timely services that the Department considers to be an appropriate response to their assessed health needs. This audit was recommended for Deputy Minister approval by VAC’s Departmental Audit Committee on September 17, 2010.

Last Updated: Feb. 24, 2022
Date Published: Apr. 29, 2011
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal auditing, Evaluation, Federal Health Claims Processing System, FHCPS, Veterans
Federal

The purpose of the Veterans Independence Program (VIP) is to assist recipients in maintaining their independence through the provision of home and community care. As per the VIP Terms and Conditions, Veterans and other recipients in receipt of funding for VIP services must be contacted at least once annually to confirm the benefits are meeting the recipient’s needs. In January 2013, Canada Post, Public Works and Government Services Canada (PWGSC) and a third-party contractor became part of the Annual Follow-up and Survivor Renewal process. The objective of the audit was to assess the management control framework, the compliance with applicable policies and processes, and determine performance against the Annual Follow Up and Survivor Renewal service standard.

Last Updated: Feb. 24, 2022
Date Published: Oct. 31, 2015
Organization: Veterans Affairs Canada
Formats: PDF HTML
Keywords:  Veterans Affairs Canada, VAC, Internal Auditing, Evaluation, Veterans Independence Program, VIP, Veterans
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