Question Period Note: PENSION BENEFITS SERVICE STANDARDS

What is the Department doing to ensure that seniors receive the benefits to which they are entitled in a timely way?

• The Government is committed to ensuring seniors and those dealing with health issues receive the benefits to which they are entitled, as quickly and as accurately as possible.

• The Department monitors service standard results to ensure that targets are met and that appropriate actions are taken in a timely manner to address gaps.

• Service Canada has implemented several measures to improve service to Canadians, including simplifying communications to clients, streamlining application processes, and increasing automation.

• An action plan for the Canada Pension Plan Disability program has been implemented to improve the speed of service and overall client experience Results are being monitored closely and are expected to improve this year.

While the delivery of the Canada Pension Plan (CPP) is exceeding the target, the delivery of Old Age Security (OAS) and Canada Pension Plan Disability (CPP-D) are facing some challenges.

OAS is experiencing challenges due to several factors including an increase in the number of complex applications received due to demographic changes (ex: more applicants living abroad). As a result, the Department did not meet OAS workload inventory reduction targets or service standard for 2023-24. Service Canada is putting in place strategies to improve the workload inventory and service standard results. In 2024-25, OAS was also deployed onto Cúram, and the OAS processing network will be adjusting its workload priorities and capacities in response to this transition.

CPP-D is experiencing challenges with increasing complexity, workforce capacity and workload forecasting. Applications must be adjudicated by experienced medical staff. It is essential that medical staff have the right level of experience to correctly assess applications.

CPP-D did not meet the workload inventory reduction target for 2024-25, as well as most of its service standards. Service Canada is implementing a CPP-D Improvement Strategy and Action Plan. This includes implementing short-term measures to increase capacity, simplifying processes and increasing operational efficiency through increased automation opportunities.

Program Service Standard Target 2022-23 2023-24 2024-25
Old Age Security Basic benefits paid within the first month of entitlement 90% 87.6% 86.6% 87.5%
Canada Pension Plan Retirement benefits paid within the first month of entitlement 90% 94.3% 94.3% 96.8%
Death benefit decisions made within 45 calendar days 80% 84.2% 79.7% 86.8%
Survivor benefit decisions made within 45 calendar days 80% 83.5% 78.6% 84.8%
Canada Pension Plan Disability Initial benefit decisions made within 120 calendar days 80% 78.7% 53.2% 49.3%
Terminal illness application decisions made within 5 business days 95% 91.3% 91.5% 88.3%
Grave condition application decisions made within 30 calendar days 80% 84.5% 85.1% 86.3%
Reconsideration decisions made within 120 calendar days 80% 61.6% 56.1% 42.7%

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