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Section IV – Other Items of Interest

The 2005 Public Service Employee Survey (PSES) was publically released in July 2006. The Portfolio's response rate was one of the highest received. At Veterans Affairs, the overall level of employee satisfaction remains high and above the Public Service-wide averages. Veterans Affairs employees reported being very satisfied with their workplace. Veterans Affairs is responding to the results by bringing together a representative group of managers, employees and union members to develop a Portfolio-wide Action Plan. This plan will be finalized in 2007-08. Managers are also using the survey results as a resource. For instance, managers are engaging employees through consultation in decision-making that affects them.

Information Technology and Telecommunications (ITT) continued to enhance the award-winning Client Services Delivery Network (CSDN) while at the same time developing additional systems applications for new programs and services offered under the New Veterans Charter (NVC.) On January 19, 2007, the Department accepted four information technology (IT) related Awards of Excellence. Specifically, these awards recognized VAC's significant contribution to the Government Online initiative and for outstanding teamwork in My Account, Portageur and Seniors Canada On-line initiatives.

To meet the growing demand for on-line access to programs and services, VAC's presence on the internet was increased. In addition to "My VAC Account", where clients can review their summary information and apply for disability benefits in a secure on-line environment, ITT has provided additional internet access to new services available under the NVC. Client service has been further enhanced through the expansion of the on-line Electronic Health Forms System which engages third-party health professionals.

The increasing demand for Departmental programs and services has increased the demand for timely, accurate and secure information. VAC's telecommunications infrastructure was upgraded through the Converged Network Services initiative which will improve the speed and reliability of data transmission. ITT completed the first phase of a Storage Area Network project which provides more secure, reliable and affordable retention of Departmental information.

VAC continues to play a lead role in the Federal Healthcare Partnership (FHP), which is a voluntary alliance of six federal government organizations with responsibilities for ensuring delivery of healthcare services to specific client groups in Canada. The FHP Secretariat is housed under VAC and reports to the Associate Deputy Minister of VAC.

The FHP operates according to a Charter. Its mission is to identify, promote and implement more efficient and effective health care programs through the collaboration of the Partners. The objectives of the Partnership are to achieve economies of scale, while ensuring provision of care for their clients; and to provide leadership on key healthcare issues. These objectives are met through collaborative work undertaken by the Partners in a number of areas, including: audiology, dental care, Federal/Provincial/Territorial representation, health human resources, health information management, medical equipment recycling, mental health, pharmacy, and vision care.

Acting together the Partners are able to achieve cost savings and influence healthcare policy in ways that might not otherwise be available to them – all to the benefit of the Partners' programs and clients. These collaborative efforts allowed the partners to realize a cost savings/avoidance in the delivery of health services.

The Veterans Review and Appeal Board has strengthened management practices in a number of areas. The Board completed an Organizational Review and developed a Human Resources and Business Plan 2006-2009 which integrates resources with planning initiatives and provides for training and succession planning. As an integral part of strategic planning, the senior management team and unit supervisors participated in the annual risk assessment session. This assessment emphasized areas requiring senior management attention and guided the annual strategic planning decisions.

In 2006 the Board requested that the VAC Audit and Evaluation Division conduct an Organizational Governance Compliance Audit. This project included information sessions on the Management Accountability Framework and facilitated surveys for Members and staff as well as discussion groups and a number of interviews. The report results and recommendations will be completed in 2007-08.

The Board conducted quarterly strategic plan reviews to keep its focus on progress toward its priorities and four major initiatives. Environmental scans were instrumental in identifying factors that could influence the operating environment. Extensive performance information supported management discussions and decisions, including resource allocation and identification of priorities. The Board's goal is to ensure accountability for its resources in all areas of its program.

Web Sites

The following Web sites will provide more detailed information on material provided in this report. If further information is required, contact may be made through our general inquiries lines listed on the last page of this report.

Audit and Evaluation Reports

Books of Remembrance Web site

Canada Remembers

Canada Remembers Calendar of Events

Canadian Forces Public Info Sheets

Canadian Virtual War Memorial Web site

Cenotaph/Monument Restoration Program Web site


DND-VAC Centre for the Support of Injured Members, Injured Veterans and their Families

Heroes Remember Web site

Human Resources Five-Year Strategic Plan

Mental Health

National Client Satisfaction Survey

New Veterans Charter

On-line Services

Partnering Opportunities Web site

Providers and Professionals


Royal Canadian Mounted Police

Service Improvement Initiative

Ste. Anne's Hospital

Strategic Plan (Veterans Affairs Canada)

Strategic Plan (Veterans Review and Appeal Board)

Sustainable Development Strategy

Veterans Affairs Canada

Veterans Review and Appeal Board

Veterans' Week Web site

Youth and Educators

General Inquiries

If you wish to make a general inquiry about Veterans Affairs Canada, its programs or services, please call 1-866-522-2122 (English) or 1-866-522-2022 (French). If you wish to make a general inquiry about the Veterans Review and Appeal Board, please call 1-800-450-8006 (English) or 1-877-368-0859 (French).

Portfolio Publications

The Portfolio produces a variety of publications on its programs and services. Copies of these publications can be obtained from your nearest Veterans Affairs Canada district or regional office.

Our staff in Corporate Planning are responsible for coordinating the development of this report, the associated Report on Plans and Priorities, as well as a number of other Departmental reports. These are available on-line at:

For more information or if you have any questions, please contact:

Manager, Portfolio Planning
Corporate Planning Directorate
Strategic Planning and Initiatives Division
Veterans Affairs Canada
PO Box 7700 (I.B. 428)
Charlottetown, PE C1A 8M9
Telephone: 902-626-2921
Facsimile: 902-368-0437