Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2018 and ending March 31, 2019: Annex 4: Key program administration data and results
This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2018 and ending March 31, 2019.
Abbreviations
ASETS
Aboriginal Skills and Employment Training Strategy
ATSSC
Administrative Tribunals Support Service of Canada
B/C Ratio
Benefits-to-Contributions ratio
B/U Ratio
Benefits-to-Unemployed ratio
B/UC Ratio
Benefits-to-Unemployed Contributor ratio
BDM
Benefit Delivery Modernization
CANSIM
Canadian Socio-Economic Information Management System
CAWS
Citizen Access Workstation Services
CCAJ
Connecting Canadians with Available Jobs
CCB
Canada Child Benefit
CCDA
Canadian Council of Directors of Apprenticeship
CEIC
Canada Employment Insurance Commission
COLS
Community Outreach and Liaison Service
CSO
Citizen Service Officer
CPI
Consumer Price Index
CPP
Canada Pension Plan
CRA
Canada Revenue Agency
CRF
Consolidated Revenue Fund
CUSMA
Canada-United States-Mexico Agreement
CX
Client Experience
EBSMs
Employment Benefits and Support Measures
ECC
Employment Contact Centre
EF
Enabling Fund
EI
Employment Insurance
EI PAAR
Employment Insurance Payment Accuracy Review
EI PRAR
Employment Insurance Processing Accuracy Review
EICS
Employment Insurance Coverage Survey
eROE
Electronic Record of Employment
ESDC
Employment and Social Development Canada
FLMM
Forum of Labour Market Ministers
FY
Fiscal Year
G7
Group of Seven
GDP
Gross Domestic Product
HCCS
Hosted Contact Centre Solution
HRSDC
Human Resources and Social Development Canada
IQF
Individual Quality Feedback
IVR
Interactive Voice Response
LFS
Labour Force Survey
LMDA
Labour Market Development Agreements
LMI
Labour Market Information
LMP
Labour Market Partnerships
MIE
Maximum Insurable Earnings
MSCA
My Service Canada Account
NAICS
North American Industry Classification System
NAFTA
North American Free Trade Agreement
NAS
National Apprenticeship Survey
NERE
New-Entrant/Re-Entrant
NESI
National Essential Skills Initiative
NIS
National Investigative Services
NOS
National Occupational Standards
NQCP
National Quality and Coaching Program for Call Centres
OAS
Old Age Security
OECD
Organization for Economic Co-operation and Development
PPEs
Clients who are Premiums Paid Eligible
P/Ts
Provinces and Territories
PPTS
Percentage points
PRP
Premium Reduction Program
QPIP
Quebec Parental Insurance Plan
RAIS
Registered Apprenticeship Information System
ROE
Record of Employment
RSOS
Red Seal Occupational Standards
SA
Social Assistance
SCC
Service Canada Centres
SDP
Service Delivery Partner
SEPH
Survey of Employment, Payrolls and Hours
SIN
Social Insurance Number
SIR
Social Insurance Registry
SME
Small and medium sized enterprises
SO
Scheduled Outreach
SST
Social Security Tribunal
STDP
Short-term disability plan
SUB
Supplemental Unemployment Benefit
UV
Unemployed-to-job-vacancy ratio
VBW
Variable Best Weeks
VER
Variable Entrance Requirement
WWC
Working While on Claim
Annex 4.1 – Service delivery
Annex 4.1.1 – Service delivery: In-person Employment Insurance requests1 (in millions)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Atlantic
0.8
0.6
0.7
0.7
0.6
0.6
0.0%
Quebec
1.2
1.1
1.1
1.3
1.2
1.2
0.0%
Ontario
1.3
1.2
1
1
0.9
0.9
0.0%
Western
1.2
1.2
1.3
1.4
1.2
1.1
-8.3%
Canada
4.6
4
4.1
4.4
3.9
3.8
-3%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 These values could reflect multiple requests by the same client. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.1.2 – Service delivery: My Service Canada Account logins1 (in millions)
Fiscal year
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Canada
21.2
22.8
28.4
29.3
28.8
32.2
11.8%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.1.3 – Service delivery: EI claimants who accessed My Service Canada Account (%)
Fiscal year
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Canada
27.8
31.4
36.2
36.8
35.2
38
8.0%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.1.4 – Points of service for EI program delivery1 (number)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Atlantic
86
84
84
84
84
84
0.0%
Quebec
97
95
93
94
93
92
-1.1%
Ontario
185
172
167
167
167
165
-1.2%
Western
213
205
213
213
214
238
11.2%
Canada
581
556
557
558
558
579
3.8%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Schedule Outreach sites and Service Canada Community Offices.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2 – Call centres
Annex 4.2.1 – Call centres: Enquiries resolved via Employment Insurance voice response system (in millions)
Fiscal year
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Canada
22
20
18.6
18.6
16.6
15.9
-4.2%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2.4 – Call centres: 1 800 O-Canada Employment Insurance related calls1 (in thousands)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Atlantic
60
53
54
46
43
41
-4.7%
Quebec
140
134
143
94
93
109
17.2%
Ontario
195
185
189
138
114
114
0.0%
Western
185
179
214
161
133
133
0.0%
Canada
580
552
605
442
385
402
4.4%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Data includes calls from within Canada only.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.2.5 – Call centres: First Call Resolution – 1 800 O-Canada Employment Insurance related calls1 (%)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Atlantic
10.8%
8.8%
11.5%
17.6%
18.6%
20.2%
8.6%
Quebec
11.5%
9.0%
11.1%
17.0%
17.5%
19.8%
13.1%
Ontario
12.2%
9.2%
11.9%
17.7%
18.9%
20.8%
10.1%
Western
12.2%
9.6%
12.7%
18.4%
19.2%
21.6%
12.5%
Canada
11.9%
9.2%
11.9%
17.8%
18.7%
21.0%
12.3%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 EI Related Calls received on 1 800 O-Canada are based on program activities (enquiries) and more than one program activity may apply to a call. First Call Resolution was derived from program activity statistics that indicated only program information was provided to a caller to satisfy an EI related enquiry and a referral to the program was not required. While one enquiry may have been resolved at first contact, a caller may still have additional enquiries related to EI or other Government of Canada programs and services.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3 – Community Outreach and Liaison Services
Annex 4.3.1 – Community Outreach and Liaison Services sessions: All Employment Insurance information sessions – Citizens (number)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Atlantic
114
119
133
115
106
115
8.5%
Quebec
425
586
395
277
274
197
-28.1%
Ontario
1,029
632
470
381
440
228
-48.2%
Western
202
282
177
152
216
156
-28.1%
Canada
1,770
1,619
1,175
925
1,036
696
-32.9%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.2 – Community Outreach and Liaison Services: Workers facing mass layoffs reached (number)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Atlantic
998
1,095
1,904
769
807
781
-3.2%
Quebec
5,668
6,972
4,290
2,408
3,607
2,811
-22.1%
Ontario
6,277
6,637
1,888
2,623
3,659
2,363
-35.4%
Western
2,207
3,202
2,894
2,361
2,507
1,247
-50.3%
Canada
15,150
17,906
10,976
8,161
10,580
7,202
-31.9%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.3 – Community Outreach and Liaison Services: Employers reached (number)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Atlantic
134
47
204
46
70
21
-70.0%
Quebec
470
272
175
221
134
120
-10.4%
Ontario
718
496
376
305
284
105
-63.0%
Western
241
136
115
183
47
32
-31.9%
Canada
1,563
951
870
755
535
278
-48.0%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.3.4 – Community Outreach and Liaison Services: Work-Sharing sessions – Citizens (number)
Region
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
% Change1
Atlantic
23
10
14
17
7
4
-42.9%
Quebec
217
193
172
118
57
48
-15.8%
Ontario
90
55
75
52
23
18
-21.7%
Western
24
5
18
3
0
0
-0.0%
Canada
354
263
279
190
87
70
-19.5%
Source: Service Canada, Employment Insurance (EI) administrative data.
1 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.4 – Electronix Record of Employment (eROEs)
Annex 4.4.1 – Electronic Records of Employment (eROEs): New Record of Employment web registrations (number)
Fiscal year
FY13141
FY1415
FY1516
FY1617
FY1718
FY1819
% Change2
Canada
55,521
37,224
48,249
51,625
42,411
39,949
-5.8%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 As of fiscal year 2014 to 2015, a change in methodology occurred. Consequently, the number of registrations is now based on the organization ID. Prior to fiscal year 2014 to 2015, new ROE Web registrations were counted based on the business number. To note: one organization may be comprised of more than one business number.
2 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.4.2 – Electronic Records of Employment (eROEs): Records of Employment submitted electronically by employers1 (number)
Fiscal year
FY1314
FY14152
FY1516
FY1617
FY1718
FY1819
% Change3
Canada
6,868,995
7,490,971
8,122,245
8,726,202
9,290,983
9,800,954
5.5%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 Electronic Records of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
2 As of fiscal year 2014 to 2015, a change in methodology occurred. Consequently, the number of registrations is now based on the organization ID. Prior to fiscal year 2014 to 2015, new ROE Web registrations were counted based on the business number. To note: one organization may be comprised of more than one business number.
3 Percentage change between 2017 to 2018 and 2018 to 2019.
Annex 4.4.3 – Electronic Records of Employment (eROEs): % Distribution of paper Records of Employment versus electronic Records of Employment (%)
Fiscal year
FY1314
FY1415
FY1516
FY1617
FY1718
FY1819
Year-by-year comparison1
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
n/a
Canada
75
25
80.2
19.8
84.1
15.9
88.1
11.9
90.4
9.6
92.3
7.7
2.1%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1 This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
Source: Service Canada, Employment Insurance (EI) administrative data.
1 The EI Payment Accuracy Review (EI PAAR) program cannot provide results at a regional level as the sample size (a random sample of 500 EI claims per year) is insufficient to provide statistically valid results. Results are only available at a national level with a level of confidence of 95% and a margin of error of ±5%. Source: ESDC
2 For analysis of the Payment Accuracy Rate by source, please refer to section 4.6 Service Quality: 4.6.1 EI Payment Accuracy Review of Chapter 4 of this Report for more information.
3 Percentage change between 2017 to 2018 and 2018 to 2019.