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Section II
Analysis of Program Activities by Strategic Outcomes

2.1 Strategic Outcome 1: Policies and programs that meet the human capital and social development needs of Canadians

Note: As a result of revision to the Department Program Activity Architecture, the Policy, Research and Communications program activity has been re-profiled as an internal service. This strategic outcome had no indicators or strategic results stated in the 2008-2009 Report on Plans and Priorities (RPP). This section will report only on the plans in support of the strategic outcome, which were developed for the 2008-2009 RPP.

2.1.1 Program Activity - Policy, Research and Communications

Program Activity Description

This program activity provides strategic policy advice and leadership by promoting key Government of Canada human resources and skills development policies, by developing and implementing key departmental frameworks and strategies, by engaging by collaborating with partners and Canadians through stakeholder relations and by advancing social and economic policy and knowledge development across the Department.

Benefits to Canadians

Policy, Research and Communications supports HRSDC programs delivered to Canadians by providing quality research to inform policy and program decisions, effective communication with the general public, and by carrying out assurance functions such as performance measurement, risk management and evaluation.

Program Activity: Policy, Research and Communications

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
185.2	193.4	192.3	1,039	1,185	(146)

Plans and Achievements 2008-2009 - Policy, Research and Communications

PLANS	2008–2009 ACHIEVEMENTS
Strategic advice and policy research to support a Knowledge Advantage for Canada.	A large volume of research projects were completed during the 2008-2009, in many cases projects began 2 to 3 years earlier. In particular, considerable research was completed on the Retirement Income System and how to promote later retirement for an ageing workforce. Considerable research resources were shifted towards better understanding the extent and implications of the recession that developed in the Fall of 2008. Progress was made in demonstrating the value of smaller scale laboratory and field research experiments to better determine "what works" in targeted program interventions, particularly in the domain of Labour Market Information (LMI). The Department strengthened evidence-based dialogues and discussions through better synthesis products, policy research discussions and improved monitoring.
Advance knowledge development and management to support informed policy development and sound decision-making.	An HRSDC Policy Research Needs Assessment, a document identifying gaps in our knowledge was completed as a basis for planning upcoming research activities and finalizing the Research Plan for the central Policy Research Directorate. The Department completed the launch of key new tools tools to ensure knowledge is shared and preserved via the Knowledge Portal, which is now being populated with a rich array of Research Reports, Policy Research Notes, Policy Research Summaries and knowledge synthesis products (Findings, Knowledge Newsletter, Indicator and Data Bulletin). The toolkit also includes tools for management, development and sharing activities in development of the research plan and the HRSDC Data Plan and for information exchanges and policy development through online 'Communities'. Numerous knowledge sharing events were also held, ranging from dozens of smaller conferences to a program of Knowledge Talks.
Strategic advice and policy research on Children, Families and Seniors.	Developed a diagnostic on poverty and income security issues and provided policy advice and research that advanced departmental thinking on housing and homelessness issues. Research conducted also identified the Working Income Tax Benefit and Universal Child Care Benefit as poverty reduction and labour market tools. Comprehensive diagnostic work was undertaken, based on Census and other updated data, on under-represented groups in the labour market, including Aboriginal peoples, people with disabilities, women and immigrants. This work included an analysis of likely recession impacts on these groups. Advised the Expert Panel on Older Workers.
Increase Canadians' awareness of HRSDC programs and policies in support of Government of Canada priorities.	In 2008-2009, HRSDC increased Canadians' awareness of its programs and policies by staging over 560 events for Ministers and the Department; handling 834 media requests; making 3,200 updates to the departmental Web site; and producing 3 ministerial newsletters and 500 print, audiovisual and multimedia projects of all sizes and types. One advertising campaign was aired. The Plan and Pay campaign encouraged youth to plan and save for their post-secondary education and to make use of Government of Canada resources, such as the Canada Student Loans Program (CSLP) and Canada Study Grants, to attend universities, colleges, trade schools or apprenticeship programs.
Increase engagement and collaboration with provinces, territories, partners and Canadians through stakeholder relations and other activities to ensure better, more innovative and more complementary policy initiatives.	Increased engagement and collaboration with provinces, including an increase of over 35 percent in multilateral teleconferences and face-to-face meetings relating to the Forum of Labour Market Ministers (FLMM) and the Deputy Ministers for Financial Assistance to Students. This increase in meetings led to new involvement at the ministerial level; to the inclusion of FLMM announcements in the January 16, 2009, First Ministers' Meeting and Budget 2009; and to the official F/P/T signing of Agreement on Internal Trade amendments relating to labour mobility. Collaborative work with provinces and territories continued, as evidenced by a successful federal, provincial, and territorial (F/P/T) Deputy Ministers Responsible for Social Services retreat in June 2008. This retreat led to additional F/P/T work on poverty and vulnerable groups, social inclusion, horizontal policy development, and early childhood development. F/P/T work in this sector continued in areas of joint interest including people with disabilities, income security and child welfare. With respect to multilateral F/P/T engagement on seniors, officials continued to move forward on the work mandated by F/P/T Ministers in 2007 with a view to reporting back to Ministers in September 2009. Areas of focus for F/P/T work on seniors include financial security, safety and security of seniors, positive images of aging, and healthy and active aging. F/P/T Deputy Ministers Responsible for Seniors held teleconferences in June 2008, August 2008 and March 2009.

2.2 Strategic Outcome 2: Enhanced Canadian productivity and participation through efficient and inclusive labour markets, competitive workplaces and access to learning

2.2.1 Program Activity - Labour Market

Program Activity Description

This program activity is comprised of EI and labour market programs. EI programs promote individual well-being, economic stability and a flexible labour market by providing temporary income support to unemployed workers who qualify under Part I of the Employment Insurance Act. EI encompasses a wide range of benefits to address the needs of workers and the labour market, including Canadians who are sick, pregnant, or caring for a newborn or adopted child, as well as those who must care for a family member who is seriously ill with a significant risk of death. Labour market programs provide programs and services that are funded from Departmental Reference Levels and, for those programs established under Part II of the Employment Insurance Act, the Employment Insurance Account. These programs enable Canadians, including unemployed adults and targeted groups such as youth, persons with disabilities and Aboriginal peoples, to develop their skills; they also encourage Canadians to invest in themselves and become self-reliant and more adaptable to labour market changes.

Benefits to Canadians

Labour market programs are essential to help workers and those who are seeking employment to maximize their potential during changing circumstances-both personal and in the labour market. By giving Canadian workers the flexibility and support necessary to pursue skills and employment opportunities, programs such as EI enable them to become more self-reliant and better able to adapt to labour market change. Furthermore, labour market programming enables Canadians, including under-represented groups and vulnerable workers, to become part of an inclusive labour force by helping them acquire the skills they need to find and maintain productive employment.

Program Activity: Labour Market

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
16,375.7	17,704.9	17,629.8	328	263	65

Labour Market Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Efficient and inclusive labour market.	Number of clients employed and / or returns to school following an employment program intervention and as a proportion of the total number of clients who complete their employment program intervention(s).Clients Employed/Returns to School.	207,000 - 227,000	EXCEEDED 242,682 Historical results 2007: 221,787 2006: n/a	Through Labour Market Development Agreements in place across the country, HRSDC supports programming that enables Canadians, including under-represented groups and vulnerable workers, to acquire skills to find and maintain productive employment. Emphasis has been placed on ensuring that programs respond to the needs of workers, employers and stakeholders in a challenging economic environment. The total number of clients who became employed or returned to school following an intervention was 242,682, which exceeded the target and represented an increase of 9.4% over the previous year. This includes clients in regular Employment Benefits and Support Measures, Aboriginal and youth programming, and in the Opportunities Fund. The impact of the current economic downturn on results was not felt until the last quarter of the fiscal year, when clients employed results began to decline. Overall, this decline was offset by increases in the number of returns to school. A total of 32,713 Aboriginal and youth clients either became employed or returned to school after completing an intervention, an increase of 6.9% compared to the previous year. The Opportunities Fund helped 1,869 clients obtain employment, an increase of 15.7% compared to the previous year.
		Proportion: 55-60%	EXCEEDED 61.2% Historical results 2007: 60.76% 2006: n/a	A total of 300,378 client action plans were completed. Of these, 61.2% either found work or returned to school, which exceeded the target and represented an increase of 1.1% compared to the previous year.
	Number of clients who become employed or return to school as a result of their participation in support programs geared to facilitate entry into the workforce or school (Job Ready/ Job Search)	87,000 - 95,000	EXCEEDED 113,548 Historical results 2007: 105,296 2006: n/a	A total of 113,548 clients became employed or returned to school as a result of participating in support programs designed to help clients find a good job match as quickly as possible. This exceeded the target and represented an increase of 7.8% compared to the previous year.
	Proportion of the total number of Job Ready/Job Search clients who complete their employment program intervention.	Proportion: 55-60%	MET ALL 58.9%	Of the 181,974 client action plans closed, 107,188 clients completed their employment program intervention. This met the target and represented an increase of 3.7% compared to the previous year.
	Number of clients who become employed or return to school as a result of their participation in benefit programs geared towards gaining work experience, improving job skills or starting a new business (Developmental).	118,000 - 130,000	MET ALL 129,952 Historical results 2007: 123,845 2006: n/a	A total of 129,952 clients either found work or returned to school after participating in benefit programs designed to provide work experience, obtain training on the job, or support in starting their own business. This met the target and represented an increase of 4.9% compared to the previous year.
	Number of clients participating in Skills Development programming; and proportion of the total number of clients participating in programs geared towards gaining work experience, improving job skills or starting a new business (Developmental).	80,000 - 89,000	MET ALL 82,606 Historical results 2007: 75,203 2006: n/a	A total of 82,606 clients participated in Skills Development - Regular, which met the target and represented an increase of 9.8% compared to the previous year
		Proportion: 65-70%	EXCEEDED 75.8%	Of all clients participating in developmental programming (also referred to as employment benefits: Targeted Wage Subsidies, Self-Employment, Job Creation Partnerships, Skills Development), 75.8% participated in Skills Development - Regular. This exceeded the target and was 3.6% higher than the previous year
	Number of apprenticeship clients who received Benefits provided through EI Part I or II (Developmental).	53,000 - 59,000	EXCEEDED 65,879 Historical Results 2007: 58,195 2006: n/a	A total of 65,879 clients participated in Skills Development - Apprentice training. This exceeded the target, and was 13.2% higher than the previous year.

Performance Analysis

Much of the 2008-2009 performance analysis of the Labour Market program activity pertains to responses to Budget 2007, 2008 and 2009 announcements. In support of these announcements, the Department made significant contributions to the development of new labour market architecture to support the Government of Canada's goal of creating the best-educated, most highly skilled and most flexible workforce in the world and to help Canadians (including the under-represented groups and vulnerable workers) acquire skills to find and maintain productive employment.

The first of three contributions to this commitment was the transfer of the remaining co-managed Labour Market Development Agreements (LMDA) to the provinces and territories (Nova Scotia, Prince Edward Island, and Newfoundland and Labrador) in recognition of the fact that they are best placed to design and deliver labour market training to individuals. In 2008-2009, 242,682 clients were employed or returned to school following an EI Part II employment program intervention through the LMDAs.

Secondly, four new bilateral Labour Market Agreements were concluded with provinces and territories (Nova Scotia, Prince Edward Island, Quebec, and Manitoba) in 2008-2009 to implement Budget 2008 commitments to extend employment and skills training to those who are not eligible for EI-funded training.

Finally, the third contribution towards a new labour market architecture involved exploring the feasibility of transferring federal labour market programs for older workers, youth and people with disabilities to provinces and territories. While progress was made in outlining the scope and content of HRSDC's work in this regard, the work was put on hold while the Department focused on the 2009 economic stimulus package, which involved several new budgetary initiatives delivered in partnership with the provinces and territories.

Improvements were also made to the management of the EI account through the establishment of the Canada Employment Insurance Financing Board as committed to in Budget 2008. HRSDC was instrumental in providing policy, legislative and operational leadership in establishing the Board; this included bringing sections of the Canada Employment Insurance Financing Board Act into force by Order in Council.

HRSDC recognizes the importance of partnerships with other federal departments, agencies, governments and external stakeholders to meet the needs of Canadians who face barriers to labour force participation. A 2008-2009 commitment for the Department was to assess, develop and implement options for a post-2009 Aboriginal labour market strategy. Progress was made on this commitment, with the completion of a performance measurement framework and reporting strategy as well as a policy framework for a new Aboriginal Employment and Training Program.

In 2008-2009, the Aboriginal Human Resources Development Strategy assisted 59,782 Aboriginal clients to find, obtain and keep employment. Of the approximately 500,000 Aboriginal clients assisted since 1999, over 160,000 have found meaningful productive jobs (this includes 66,543 Aboriginal youth), and over 53,000 returned to school.

In addition to the initial 9 projects under the Aboriginal Skills and Employment Partnership (ASEP) program which began in 2003 and all ended by March 31, 2009, another 16 projects were approved throughout 2008-2009, for the $105 million expansion and extension of the program to March 31, 2012. In 2008-2009, 2,667 Aboriginal clients were served through the ASEP projects for a total of 6,826 served by the projects since 2003. In addition 3,716 training interventions took place in 2008-2009 resulting in a total of 9,187 training interventions under the existing projects by March 31, 2009. In 2008-2009, 2,092 individuals were employed bringing the total of number of employed to 3,272 Aboriginal individuals as a result of the existing ASEP projects.

While the Department followed through on priorities and Budget 2007 and 2008 commitments, it also supported announcements made in Budget 2009 in response to dramatic changes in the economy and the labour market.

Multiple initiatives requiring stakeholder engagement, policy work and program development. Those new initiatives undertaken within the Labour Market program activity include:

• extending EI Part I Duration;
• extending Work-Sharing Agreement weeks;
• Career Transition Assistance initiative;
• training enhancements for Labour Market Development Agreements;
• sustained funding for the Aboriginal Human Resources Development Strategy into 2009-2010;
• establishment of the new Aboriginal Skills and Training Strategic Investment Fund;
• extension of the Aboriginal Skills and Employment Partnerships program;
• an increase to the Canada Summer Jobs budget (YMCA and YWCA Grants for Youth Internships);
• enhancing access to skills training and adjustment needs of older workers; and
• creation of the Strategic Training and Transition Fund.

With the Budget 2009 announcement, the Government is providing an extra five weeks of EI benefits nationally and increasing the maximum duration of EI benefits from 45 to 50 weeks. The Government also announced the Career Transition Assistance initiative, which provides extended EI income benefits to long-tenured workers participating in longer-term training (Extended EI and Training Incentive) and will allow earlier access to benefits for eligible workers who invest in their own training using some or all of their severance package (Severance Investment in Training Initiative).

Also included in Budget 2009 were the new Aboriginal Skills and Training Strategic Investment Fund, which will include post 2010 Aboriginal labour market policy directions, and additional funding for the ASEP program. An additional $100 million was committed to ASEP for up to 25 additional projects. As a result, five projects recommended from the 2007 request for proposals were further developed, and a new request for proposals was launched in mid-March 2009.

Further examples of 2008-2009 accomplishments for the 2009 initiatives listed above can be found at http://www.fin.gc.ca/pub/report-rapport/2009-1/index-eng.asp.

Lessons Learned

Since the Labour Market and Workplace Skills program activities were managed together in 2008-2009, the following information pertains to both, and as such, it will not be repeated in the "Lessons learned" section under Workplace Skills. The lessons learned for these program activities pertain to a need for increased performance measurement and to areas where program changes can be improved as informed by evaluations and/or review of delivery or services.

Performance Measurement

As noted in past Management and Accountability Framework assessments by the Treasury Board of Canada Secretariat, there is an increased focus on accountability. In recognition of the fact that work in this area would improve reporting significantly, a 2008-2009 Performance Measurement Framework (PMF) was developed for the Labour Market and Workplace Skills program. Additionally, the Treasury Board of Canada Secretariat approved a 2009-2010 Program Activity Architecture that revised the strategic outcome and combined the Labour Market and Workplace Skills program activities to one program activity: Skills and Employment.

While development of the PMF improved reporting, it also highlighted the need for a more focused and detailed framework that would better respond to requirements for a full evidence-based Management, Resources and Results Structure. Throughout 2008-2009, a significant amount of work was undertaken to develop a logic model and storyline that would provide a more robust and comprehensive depiction of the programs managed under the new Skills and Employment program activity. This exercise proved very worthwhile, since it also served as a means to perform improved analysis of program outcomes and expenditures.

Awareness - The Opportunities Fund for Persons with Disabilities

As part of the summative evaluation of the Opportunities Fund conducted in 2008, a qualitative assessment of program duplication with other jurisdictions was conducted. Some medium-level overlap with other available programming was noted in the areas of eligible activities and sources of funding. Overall, however, the assessment noted that the Opportunities Fund and the Labour Market Agreements for Persons with Disabilities are complementary from a process, clientele, eligibility and intervention perspective. Furthermore, based on administrative data analysis, the evaluation shows that there is minimal client overlap between the Opportunities Fund and other HRSDC employment programs, as well as minimal overlap between Opportunities Fund interventions and other HRSDC employment program interventions (6.6 percent).

However, evidence indicates that greater promotion of the Opportunities Fund program is necessary. Although specific projects may have built-in awareness activities, there is no systematic approach to promoting the Opportunities Fund program to clients, employers and service providers. According to Opportunities Fund program officials, demand for programs currently exceeds program funding. Overall, clients, employers and sponsors were satisfied with the programs and services received: 71 percent of clients surveyed were satisfied or very satisfied with their participation in the Opportunities Fund; 14 percent were dissatisfied or very dissatisfied; and 20 percent were dissatisfied or very dissatisfied with the extent to which they were informed about what training and employment programs and services are available and how to access them. The Opportunities Fund website and promotional/communication products are currently being updated to make them easier to understand, and in particular to use plain language. Standard communication and wording that explains program eligibility and the reasons for approval or rejection have also been developed and are used to explain decisions to proponents or individuals.

Program Administration - Literacy programming

Levels of adult literacy and essential skills have a significant impact on a wide variety of social and economic outcomes. Labour markets recognize and value these skills, and at the same time, adult literacy and essential skills are strongly associated with social participation and well-being. Three former HRSDC programs-namely, the National Literacy Program, the Office of Learning Technologies and the Learning Initiatives Program-have all contributed to enhancing literacy and essential skills for Canadians. It was determined that a single set of terms and conditions that harmonized these objectives and outcomes would improve spending efficiency and programming effectiveness.

As a result, the Adult Learning, Literacy and Essential Skills Program (ALLESP) was developed in 2006 to realign and integrate the programs. The ALLESP is administered by the Office of Literacy and Essential Skills. The realignment is resulting in increased efficiency and effectiveness as a result of improved coordination of program activities, streamlined procedures and better allocation of resources. The ALLESP builds on past successes, but it also addresses shortcomings identified through stakeholder experiences and evaluations, namely by increasing the targeting of particular groups, building and sharing expertise, and increasing program coordination and coherence by identifying strategic priorities.

Program Delivery - Temporary Foreign Worker Program

The Temporary Foreign Worker Program was restructured to maximize efficiency and introduce significant changes to the way the program is delivered. With this, operational improvements and a monitoring and compliance regime are being implemented in the program. Internally, a new monitoring and compliance division was established and a robust and evolving suite of tools and processes for tracking employer performance and responding to violations of program requirements was set up. The changes received positive media coverage, and employers have been very cooperative. Additionally, collaboration with regions was strengthened and significant progress was made in addressing regional inconsistencies in program delivery.

Plans and Achievements 2008-2009 - Labour Market

PLANS	2008–2009 ACHIEVEMENTS
Increase workforce participation and develop the skills of Canadians by working with provinces, territories and partners in the implementation of strategies that will eliminate barriers to employment and improve choices and opportunities. This was achieved through the following:
Lead development of a new labour market training architecture to make labour market training more widely available.	Negotiated the transfer of non-devolved Labour Market Development Agreements to provinces and territories for delivery of training programs to EI-eligible clients. New devolution Labour Market Development Agreements were signed with Nova Scotia, Prince Edward Island, and Newfoundland and Labrador. Negotiated a new generation of labour market agreements for non-EI-eligible clients to support social assistance recipients, immigrants, people with disabilities, youth, older workers and Aboriginal people. New bilateral labour market agreements were signed with Prince Edward Island, Nova Scotia, Quebec and Manitoba to implement commitments to extend employment and skills training to individuals who are not eligible for EI-funded training.
Ensure that the EI program continues to respond to the temporary income support needs of working Canadians	Provided policy, legislative and operational leadership in establishing the Canada Employment Insurance Financing Board. Developed options and plans to support decisions related to EI pilot projects. The five-year review of EI regional boundaries was concluded, resulting in the current EI regional boundaries remaining in place. The EI transitional measures were extended for 18 months to complete the adjustment period for the current EI regional boundaries. Through the Budget 2009 announcement made in January, the Government made an extra five weeks of EI benefits available nationally; this extension was previously offered in EI regions with high unemployment as part of a pilot project. The Government is also increasing the maximum duration of EI benefits from 45 to 50 weeks. Measures that provide extended EI income benefits for long-tenured workers participating in longer-term training (Extended EI and Training Incentive) and that allow earlier access to benefits for eligible workers who invest in their own training using some or all of their severance package (Severance Investment in Training Initiative) were also announced in Budget 2009.
Develop and implement strategies to enhance the skills of Aboriginal people.	Implemented an additional 16 partnerships as a result of the 2007 expansion and extension of the Aboriginal Skills and Employment Partnership program. Budget 2009 committed an additional $100 million, which is expected to result in up to 25 additional partnerships. Co-sponsored an Ontario forum on innovative approaches to increasing Aboriginal health human resources. Worked with Indian and Northern Affairs Canada and four Aboriginal Human Resources Development Agreement holders. Worked with the Aboriginal Apprenticeship Board of Ontario, the Industry Training Authority of British Columbia and new developments in Nova Scotia to support innovative pan-Canadian initiatives to ensure the participation of Aboriginal people in skilled trades and apprenticeships. The Aboriginal Skills and Training Strategic Investment Fund, which will include the post 2010 Aboriginal labour market policy directions and additional funding for the Aboriginal Skills and Employment Partnerships, were approved in Budget 2009.
Assessed, developed and implemented options for a post - 2009 Aboriginal labour market strategy.	A policy framework for a new Aboriginal Employment and Training Program is 90 percent complete. However, this work has been delayed due to preparations required to support the Government's development of an economic stimulus package and associated reporting requirements. The Aboriginal Skills and Training Strategic Investment Fund was developed and was announced in Budget 2009 as a bridge to the successor strategy of Aboriginal Human Resources Development Agreements. The terms and conditions for the Aboriginal Human Resources Development Strategy were extended to March 31, 2010, to maintain current AHRDS funding so that a successor strategy can be developed, and they were ratified by the Budget 2009 announcement. In collaboration with internal partners, engagement and communications strategies were developed for both the budget stimulus (Aboriginal Skills and Training Strategic Investment Fund) and Aboriginal Human Resources Development Strategy successor programs.

2.2.2 Program Activity - Workplace Skills

This program activity involves collaboration with industry partners and stakeholders through workplace partnerships to identify address and promote workplace skills development. Workplace Skills improves immigrant integration outcomes through programs such as Foreign Credential Recognition, the Going to Canada Immigration Portal and the Foreign Worker Program. Workplace Skills also develops and disseminates knowledge and information, which is vital to informing a well-functioning labour market through skills and labour market information, including National Occupational Classification and essential skills. Funding is administered through voted contributions. Workplace Skills operating expenditures are funded from the Departmental Reference Levels and the Employment Insurance Account.

Benefits to Canadians

By providing skills development opportunities to Canadians-and with the support of workplace skills development by employers and other stakeholders-we are ensuring the existence of a skilled labour force that responds to workplace challenges. The facilitation of sectoral and labour mobility enables Canadians and newcomers alike to access meaningful employment, contributing to increased labour market efficiency.

Program Activity: Workplace Skills

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
273.8	275.2	199.0	515	625	(110)

Workplace Skills Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Skills and employment opportunities for workers in Canada	Percentage of Sector Councils that meet or exceed expected level of performance.	90%	EXCEEDED 97% Historical results 2007: 95% 2006: n/a	This result shows an increase over the target as a result of Departmental improvements to the application of a comprehensive and rigorous assessment process that provide sector councils with clear annual performance targets.
	Increase in the number of trades people who are fully mobile in Canada through Red Seal endorsement.	17,000	EXCEEDED 23,187 Historical results 2007: 21,087 2006: 20,386	The target was exceeded given that apprenticeship registrations have been rising steadily over the past decades, leading to a greater number of certified trades people with Red Seal endorsement. There are now 50 Red Seal trades, up from 47 in 2006. The 50 Red Seal trades account for almost 88% of registered apprentices in Canada.
	Portion of skilled immigrants in occupations targeted by systemic foreign credential recognition interventions.	55%	EXCEEDED 57% Historical results 2007: 53.7% 2006: n/a	The performance indicator is based on Citizenship and Immigration Canada statistics on skilled immigrants and the occupations in which the majority of this group self-identify, collectively referred to as the Immigrant Labour Market (ILM). Upon achieving 53% coverage of the ILM in 2007-2008, the FCR program established a forecasted target of 55% for the 2008-2009 fiscal year. To date, the program has accomplished ILM coverage of 57% thereby exceeding its forecasted target due to additional investments in the following occupations: Financial Managers in the non-regulated sector, and trades occupations within the tourism sector
	Number of employees, employers and partnering organizations participating in innovative Workplace Skills Initiatives (WSI).	80,000	MOSTLY MET 77,675	The target was not met due to a suspension of funding for new projects for WSI. The current performance status reflects 29 funded projects involving 233 partners (associations, employers, unions, universities) and 77,675 participants (employers, employees).

Performance Analysis

The Workplace Skills program activity contributes in many ways to skills and employment opportunities for workers in Canada. This program activity implemented innovative and key workplace skills initiatives in collaboration with provinces, territories, the private sector and stakeholders to improve the quality and efficiency of the labour market by supporting workplace skills development that respond to workplace challenges. Throughout 2008-2009, HRSDC provided leadership on national economic issues and contributed to a more efficient labour market by facilitating labour mobility and thereby ensuring that Canadians and newcomers can access meaningful employment on a national basis. In collaboration with provinces and territories, the Department helped reduce or eliminate barriers to interprovincial mobility for workers in regulated professions and trades. The Department worked with provinces, territories and regulated professions to achieve compliance with Chapter 7 of the Agreement on Internal Trade. Under the amended Chapter, provincial/territorial governments and the Government of Canada agreed to full labour mobility and immediate mutual recognition of qualified workers.

To ensure a consistent labour market information function across Canada, HRSDC improved labour market information products and services and made them more widely available to Canadians. This information helps various groups—such as workers, employers and other stakeholders—to make informed choices, whether related to career counselling, to educational choices or to assisting newcomers both abroad and newly arrived in Canada in learning about where to live and work. Online support was enhanced through the relaunch of the National Occupation Classification and Career Handbook Web sites and the improvement of the Going to Canada Immigration Portal (www.workingincanada.gc.ca). Improvements to the Portal included content enhancements, full updates to the Guide to Working in Canada, development of a listing of Service Canada and Citizenship and Immigration Canada link centres, creation of a logging mechanism for organizations to use, and launching of third-party tool versions for the Foreign Credential Referral Office and Success BC. The Department also participated in the Forum of Labour Market Ministers Labour Market Information Advisory Panel engagement.

The Department also made progress in improving the quality of industry-driven approaches with regard to workplace skills. For example, advancements were made to support skilled trades and apprenticeships through renewed funding aimed at strengthening the Red Seal Program and thus promoting a national standard for training excellence in the skilled trades. To demonstrate continued federal support of the Red Seal Program in the context of the amended Agreement on Internal Trade, both the Apprenticeship Incentive Grant and the Apprenticeship Completion Grant are tied to the designated Red Seal trades. The number of trades people who are fully mobile in Canada through Red Seal endorsement was reported to have increased to 23,187 in 2008, compared to 21,087 people in 2007 and 20,386 in 2006.

Seventeen new tools and supports were developed and have become widely used among learners, employers and practitioners. In 2008-2009, there were approximately 400,000 (33,000 per month) warehouse orders and web site downloads for these products, six of which rank in the top ten most-ordered HRSDC publications. Feedback from users and stakeholders was positive, and an increasing number of stakeholders are sharing best practices on integrating or using literacy and essential skills tools. The Office of Literacy and Essential Skills provided core funding to 22 organizations to help them achieve administratively sound and accountable management.

The Department supported announcements made in Budget 2009 in response to dramatic changes in the economy and the labour market. Multiple initiatives were announced requiring significant stakeholder engagement, policy work and program development. New initiatives undertaken within the Workplace Skills program activity include the Apprenticeship Completion Grant and Foreign Credential Recognition.

The Government of Canada continues to help individuals become skilled trades people and ensure that Canada has the highly skilled and mobile workforce needed to fill available jobs in the skilled labour market. Under a $40-million-per-year investment in the Apprenticeship Completion Grant, worker mobility will be increased, as the Red Seal Program is recognized as a standard of excellence in training and certification and is highly valued by employers.

The January 2009 First Ministers' Meeting directed the Forum of Labour Market Ministers to take concerted action toward timely assessment and recognition of foreign qualifications. Through the Foreign Credential Recognition program, the Government of Canada is working with partners and key stakeholders to break down barriers to the recognition of foreign credentials and enhance labour market outcomes for skilled workers. Under the Budget 2009 announcement, this program also includes the Foreign Credential Recognition initiative combining HRSDC-level work and joint federal-provincial/territorial work to fulfill First Ministers' commitment to develop a common approach to foreign credential assessment and recognition.

A reporting strategy for all Budget 2009 initiatives was developed to obtain further details and information on progress to date. For additional information on these initiatives, please refer to http://www.fin.gc.ca/pub/report-rapport/2009-1/index-eng.asp.

Lessons Learned

Please refer to the "Lessons learned" section under the Labour Market program activity as these program activities were managed together in 2008-2009.

Plans and Achievements 2008-2009 - Workplace Skills

PLANS	2008–2009 ACHIEVEMENTS
Implement innovative and key workplace skills initiatives in collaboration with provinces, territories, private sector and stakeholders to improve the quality and the efficiency of the labour market. This was achieved through the following:
Provide leadership on national economic union issues, contributing to a more efficient labour market.	Through Federal/Provincial/Territorial working groups, the Foreign Credential Recognition (FCR) program engaged all provinces in discussions about strengthening their foreign credential recognition capacity. The FCR program has signed or is in the midst of negotiating contribution agreements with seven provinces (Newfoundland and Labrador, Prince Edward Island, Nova Scotia, New Brunswick, Manitoba, Saskatchewan and British Columbia). The Department implemented the 2007-2009 Forum of Labour Market Ministers work plan on the Agreement on Internal Trade according to set timelines and established a work plan for the 2009-2010 timeframe. The amended Labour Mobility chapter of the Agreement on Internal Trade was approved at the January 2009 First Ministers' Meeting.
Improved the labour market information (LMI) products and services that are available to Canadians.	The Department realigned functional guidance for local and regional LMI into HRSDC and also relaunched the National Occupation Classification and Career Handbook Web sites (http://www5.hrsdc.gc.ca/NOC/English/NOC/2006/Welcome.aspx and http://www5.hrsdc.gc.ca/NOC/english/CH/2001/Welcome.aspx). HRSDC completed research into the use of LMI by employers and intermediaries and initiated research into methods of measuring the impact of LMI. Enhanced the Going to Canada Immigration Portal (www.workingincanada.gc.ca). Improvements included content enhancements, full updates to the Guide to Working in Canada, development of a listing of Service Canada and Citizenship and Immigration Canada (CIC) link centres, creation of a logging mechanism for organizations, and launching of third-party tool versions for the Foreign Credentials Referral Office, the Government of Manitoba, CIC, and Success BC.
Improve the quality of industry-driven approaches with regard to workplace skills.	Developed the next phase of the Trades and Apprenticeship Strategy. Advanced and completed the work negotiated with the provinces and territories as part of the one-year extension of the Trades and Apprenticeship Strategy, which is designed to strengthen and harmonize apprenticeship systems in the Red Seal trades. Additional resources were secured in 2008-2009 to strengthen the Red Seal Program. Developed a common core curriculum to harmonize technical apprenticeship training in key Red Seal trades. The Red Seal Program is a convergence of federal and provincial interests in apprenticeship. The 50 Red Seal trades account for 89 percent of registered apprentices in the country.
Supported sectoral initiatives, for example through adjustments made in all industry sectors, including traditional industries, and developed new approaches to improve workplace partnerships	The sector council network broadened the scope of the Seafood Sector Council to cover food processing, evaluated the governance systems of the Culture Sector Council, and expanded the scope of the Aviation Maintenance Sector Council to include airports, pilots and some aerospace manufacturers. In the year ending March 31, 2008,1 Councils leveraged approximately $39 million from stakeholders, including $20.7 million in cash and $18.3 million in in-kind contributions, towards projects and activities. During this same time period, the Sector Council Program invested $73.2 million. Some 11,941 employees met the occupational standards developed by nine sector councils. There were 56,319 employees enrolled in sector-specific occupational standards courses or programs developed or modified by councils in cooperation with academic institutes. Over 6,200 employers established or upgraded training programs as a result of sector council efforts. Nearly 12,000 people attended over 300 workplace skills development events convened by sector councils. There were 92,174 employees enrolled in 568 online courses currently offered by nine councils.
Facilitated the entry of temporary foreign workers while continuing to ensure that Canadians have first access to job opportunities, and developed employer monitoring and compliance measures.	Developed and implemented a "minimum advertising requirement" policy to ensure that employers have made reasonable efforts to hire or train Canadians and permanent residents giving them first access to jobs prior to engaging Temporary Foreign workers for outside Canada. Successfully launched monitoring and compliance pilot projects in British Columbia and Alberta (Expedited Labour Market Opinion) and a voluntary national program. Finalized the majority of work with CIC and the Canada Border Services Agency on amendments to the Immigration and Refugee Protection Regulations to enhance Temporary Foreign Worker Program integrity. Training and guidance were also provided to case managers and investigators. In partnership with CIC, improvements were made to the management and delivery of the Temporary Foreign Worker Program through the negotiation and implementation of Temporary Foreign Worker Annexes to federal-provincial/territorial immigration agreements for Ontario and Alberta. Letters of understanding on information sharing were signed with the governments of Alberta and Manitoba. Temporary Foreign Worker Program federal-provincial working groups were established in Newfoundland and Labrador, Quebec, Ontario, Manitoba and Saskatchewan. Developed and implemented a policy to ensure that employers engage temporary foreign workers only when appropriate. Created stakeholder advisory groups with labour and employers to develop a new prevailing wage methodology.
Developed tools and other support mechanisms to raise Canadians' literacy and develop their essential skills.	The Offices of Literacy and Essential Skills (OLES) reached its objectives in terms of streamlining assessment, approval and monitoring processes for proposals. It is piloting the Risk Assessment, Management and Mitigation approach, which greatly increases the efficiency of the assessment process by implementing early management-level assessment of proposals. OLES provided core funding to 22 organizations to help them achieve administratively sound and accountable management and to thereby facilitate their ongoing activities in support of their mandate and of the needs of the literacy and essential skills field. Performance-based agreements were established to provide support to these organizations and to organizations receiving project-based funding in order to help them improve their capacity and measure results. OLES's partnership development activities help to build and share knowledge and expertise and to further the development of tools, supports and best practices.
1 The Sector Council Program conducts the Annual Survey of Performance Indicators (ASPI). Data collection, analysis and reporting for the fiscal year ending in March 2009 will be complete in the fall of 2009. Consequently, at the time the Departmental Performance Report was prepared, the Sector Council Program could only report performance data from the 2007-2008 ASPI report.

2.2.3 Program Activity - Learning

Program Activity Description

This program activity assists Canadians in acquiring the education and skills that will enable them to participate in a knowledge-based economy and society. In doing so, the program works in close partnership with the provinces and territories, the voluntary sector, financial institutions, service providers and other key stakeholders to increase awareness of, preparedness for and access to lifelong learning opportunities by reducing financial and non-financial barriers for today's and tomorrow's learners. Programs within this area are delivered nationally and include statutory and voted programs. The Canada Student Loans Program (CSLP) promotes accessibility to post-secondary education through the provision of loans and grants to students with demonstrated financial need. The CSLP also offers debt management measures to help borrowers with repayment. The Canada Education Savings Program provides and encourages Canadians to save for children's post-secondary education through Registered Education Savings Plans. The International Academic Mobility initiative administers contributions programming in the area of international student mobility. Operating expenditures for this program activity are funded from the Departmental Reference Levels and the Employment Insurance Account.

Benefits to Canadians

Learning is vital to the well-being of individual Canadians, as well as to the productivity and competitiveness of employers and to Canada's prosperity. Learning programs provide Canadians with a more equitable opportunity to participate in post-secondary education by reducing financial barriers through loans and grants and by encouraging Canadians to save for post-secondary education through grants and tax provisions.

Investments through learning programs yield substantial benefits for employers and the economy by increasing the number, education level and skills of potential employees; creating more and higher-paid employment for Canadians; considerably increasing the amount of tax base for governments; and significantly reducing government transfers such as social assistance. Research findings have clearly demonstrated that people with post-secondary education are likely to be more productive, earn higher income, experience less unemployment and stay in the labour market longer. Higher education and training also results in a more educated population, which is strongly linked to safer communities, a healthy population, a sustainable environment, higher levels of volunteerism and charitable giving, a greater appreciation of diversity, and stronger social cohesion.

Program Activity: Learning

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
2,096.6	2,136.2	2,134.4	396	574	(178)

Learning Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Reduced financial barriers to participation in post-secondary education through loans and grants.	Client satisfaction with the overall quality of services provided by the Canada Student Loans Program.	75%	MET ALL 74% (margin of error +/- 3.1%) Historical results: 2004-2005: 70%	The Client satisfaction rate remained stable.
	Percentage of loans consolidated in the 2005-2006 loan year that defaulted by the end of the 2007-2008 loan year (direct loans only).	18%	EXCEEDED 16.6% Historical results :2004-2005: 37.7% for the 2001-2002 cohort	The reduction of default rates has been achieved primarily through improved efforts in communicating with borrowers.
Canadians with children under 18 have Registered Education Savings Plan savings.	Percentage of children under 18 years in the current calendar year who have ever received a Canada Education Savings incentive (for example, Canada Learning Bond and/or Canada Education Savings Grant).	37%	EXCEEDED 39.3% Historical results :2004: 29%	The 2008-2009 target was exceeded due to changes announced in Budget 2007 and Budget 2008 that made RESPs more flexible and attractive to Canadians. Communications and outreach strategy enhancements contributed to increasing the uptake rate among middle- and low-income families.
	Amount ($) of Registered Education Savings Plan assets in a fiscal year.	$29 billion	SOMEWHAT MET $23 billion Historical results March 2004: $23.4 billion	RESP assets were less than targeted due to the severe decline in the financial markets, but fared much better than the market overall. Canadians continued to save in 2008 by contributing $3 billion to their RESPs.
Canadians with children under 18 years of age are aware of RESP savings incentives.	Percentage of families with children aware of Registered Education Savings Plans.	No target was set	54% of RESPondents to a 2007 survey were aware of Registered Education Savings Plans.	Ongoing communications and outreach activities are helping to promote awareness of RESPs.
Increase access to international education to enable Canadian students to gain knowledge and skills that contribute to a competitive edge in an increasingly global environment.	Number of PSE students who participated in IAM.	No target was set	300 students Historical results 2004-2005: 300 students	Participation in the program remains stable.
	Level of satisfaction of Students with International Academic Mobility experience (IAM).	85%	EXCEEDED 2007-2008: 94% Historical results 2004-2005: 97%	2007-2008 results are shown due to survey information reporting lags.

Performance Analysis

Canadian students continued to rely on HRSDC programs to help them save for and finance their post-secondary education. Thanks in part to the support provided by HRSDC programs, among Organisation for Economic Co-operation and Development countries, Canada had the highest percentage of population with post-secondary education credentials. The trend towards a skilled workforce has been increasing over time. In 2008, 38.1 percent of Canadians age 17 to 21 were participating in post-secondary education, up from 37.6 percent in 2004 and 30.4 percent in 1990. Furthermore, the percentage of the Canadian labour force (age 25-64) who have post-secondary education credentials also increased continually, reaching 64.3 percent in 2008 (up from 60.4 percent in 2004 and 44.2 percent in 1990).¹

During 2008-2009, 473,000 borrowers (36 percent of all full-time students in participating provinces and territories) benefited from the CSLP, compared to 455,000 students (40.7 percent of all full-time students in participating provinces and territories) in 2004-2005. In 2008-2009, the Department invested $2.0 billion in loans and $143.2 million in 86,000 Canada Study Grants and Canada Access Grants, compared to investments of $1.9 billion in loans and $127.9 million in 75,300 grants in the year 2005-2006. The CSLP also began a series of evaluation projects to measure its impact on access to post-secondary education; results will be available in 2010-2011.

Investments in RESPs also provided a significant source of financing for post-secondary education. During 2008-2009, 228,800 students (14.53 percent of all full-time students) withdrew $1.5 billion from their RESPs to attend post-secondary education, compared to 131,300 students and $632.3 million in 2004-2005. Overall, as of December 2008, 39.3 percent of children under 18 years of age had RESP savings to help them finance their future participation in post-secondary education (compared to 29 percent as of December 2004).² This increase reflects the results of the Department's communications and outreach strategy, as well as policy enhancements made to the Canada Education Savings Program.

During the same period, Canadians contributed $3.1 billion to RESPs, compared to $2.27 billion in 2004-2005. The percentage of eligible children who have ever received a Canada Learning Bond, which was first offered in 2005, was 16.3% by December 2008. Since the inception of the Canada Education Savings Program in 1998, $4.72 billion has been paid in grants and bonds, which has resulted in leveraged RESP assets of $23 billion available as of March 31, 2009, for the future post-secondary education of Canadian children.

The Department invested $3.36 million in the International Academic Mobility initiative to help 300 Canadian students finance their participation in international learning and skills acquisition activities, as well as to support 75 projects involving over 200 Canadian partners and a similar number of international partners.

In 2008, the Canada Millennium Scholarship Foundation (CMSF) provided $341.2 million in bursaries and scholarships, for a total investment of $370.5 million (including operating costs). The CMSF awarded bursaries averaging $3,000 to post-secondary students based on financial need; 28,688 access bursaries with a total value of $50.4 million to students from low-income families; and 3,198 millennium excellence awards, valued at $4,000 or $5,000, depending on the type of award. The CMSF was established in 1998 by way of the Budget Implementation Act, 1998 with a $2.5 billion endowment and the mandate to disburse awards over a ten-year period. Its mandate is set to expire in 2009. Budget 2008 stipulates that the CMSF will be dissolved after it completes a liquidation process that is scheduled to end in July 2010.

The Department is continuing to work on the terms and conditions for the liquidation of the CMSF's property and liabilities and is working with the CMSF to establish transition grants for CMSF bursary recipients delivery mechanism for CMSF excellence awards.

Lessons Learned

Streamlining Administration - Canada Student Loans

Since 2000, Canada Student Loans were administered by two separate private sector service providers. As the expiry dates of the original contracts approached, HRSDC sought an improved arrangement. It was recognized that moving from two service providers to one would simplify program administration. In addition, this simplification improves performance management significantly, as it is performance-based. Under the new contract, the service provider can gain or lose a significant amount of funding based on its performance in areas such as reducing default and improving client satisfaction.

Plans and Achievements 2008-2009 - Learning

PLANS	2008–2009 ACHIEVEMENTS
Modernize financial assistance to students as announced in the Advantage Canada Plan.	Substantially implemented all recommendations provided by the May 2007 Report of the Office of the Auditor General this includes documenting all eligibility and needs assessment processes by jurisdiction , through the development of a revised performance measurement framework, and a new Canada Student Grant Program that will provide a strengthened control structure for the administration of federal grants. Completed the transition to a single Canada Student Loans Program service provider to streamline and modernize student financial assistance which will better enable the program to reduce loan defaults and improve services to borrowers. Strengthened program integrity, governance, accountability and stewardship by implementing recommendations from the Canada Education Savings Program operational review and from evaluations completed through a detailed review of RESP industry practices. Renewed RESP agreements with providers and successfully concluded the transition to a single service provider for borrowers, which will improve HRSDC's ability to reduce loan defaults and improve services.
Develop policy options and instrument choices related to financial and non-financial barriers to learning.	Continued program policy and diagnostic work with the provinces, territories, other federal government departments and non-governmental organizations to finalize policy design and delivery details for the new Canada Student Grants Program, the Repayment Assistance Plan and additional program changes to student financial assistance announced in Budget 2008. Renewed and expanded the International Academic Mobility initiative as part of the renewal of the terms and conditions of the Youth Employment Strategy, effective April 1, 2009. Developed and implemented measures to encourage Canadians to increase savings for their children's post-secondary education. A communication and outreach strategy targeted at low- and middle-income families was used to increase awareness of post-secondary education savings incentives and encourage families to save for their children's post-secondary education.

2.3 Strategic Outcome 3: Safe, healthy, fair, stable, cooperative, productive workplaces and effective international labour standards

2.3.1 Program Activity - Labour

Program Activity Description

This program activity promotes and sustains stable industrial relations and safe, fair and productive workplaces within the federal labour jurisdiction. It collects, disseminates and analyzes labour and workplace information; fosters constructive labour-management relationships; ensures compliance with minimum labour standards and occupational health and safety protections; and represents Canada in international labour matters. Employees rely on Labour Program officials to protect their health and safety at work by promoting a culture of health and safety, including through the use of workplace health and safety committees, and by enforcing the right to refuse dangerous work and other rights related to occupational health and safety. Aboriginal people, visible minorities, women and people with disabilities look to the Labour Program to promote equality of employment opportunities. Operating expenditures for this program activity are funded from the Departmental Reference Levels and a small portion from the Employment Insurance Account related to Workers Compensation.³

Benefits to Canadians

This strategic outcome supports Canada's economic recovery and prosperity by reducing the frequency and duration of work stoppages in critical national sectors such as ports, railroads, airports and telephone companies; by creating conditions for productive, modern workplaces where employees are highly motivated and constructively engaged with management in problem solving and innovation; and by helping businesses reduce costs and keep workers healthy by minimising workplace injuries and occupational disease. It also helps employers take full advantage of Canada's increasingly diverse human capital through outreach and integration efforts; collects, analyzes and disseminates workplace trends information that is used by policy makers, researchers and parties to collective bargaining; and prevents the undercutting of Canadian companies by foreign competitors who seek to gain an unfair advantage by ignoring basic labour standards.

Furthermore, the Labour Program contributes to the health, safety and economic security of individual Canadians by ensuring that work sites are safe; by providing remedies and compensation for workers who have been unfairly fired, not paid or injured on the job; by ensuring that reservists who serve their country can return to their jobs after their tour of duty; and by applying rules and encouraging practices that help Canadians balance work responsibilities with family duties and civic involvement.

Finally, the Labour Program helps strengthen Canada's place in the world by playing a leadership role in multilateral bodies dealing with employment and labour matters by negotiating strong Labour Cooperation Agreements in parallel to free trade accords, thereby advancing Canadian economic interests and fundamental values abroad, and by building relationships around labour issues with emerging powers such as Brazil and China.

Program Activity: Labour

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
271.4	262.7	261.2	936	935	1

Labour Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Safe, healthy, stable, cooperative and productive workplaces.	Percentage of collective bargaining disputes settled under Part I (Industrial Relations) of the Canada Labour Code without work stoppage.	90%	EXCEEDED 96.3% Historical results 2007: 92.1% 2006: 96.9% 2005: 96.9% 2004: 88.8%	For the year 2008, 96.3% of collective bargaining disputes were settled without a work stoppage. [Data Source: Mediation and Arbitration Records System, Labour Program].
	Percentage of unjust dismissal complaints settled by inspectors (Part III of the Canada Labour Code).	75%	MOSTLY MET 73% Historical results 2007-2008: 76% 2006-2007: 74% 2005-2006: 74% 2004-2005: 71%	73% of unjust dismissal complaints were resolved. Labour Program inspectors assisted 1,229 employers in resolving complaints from former employees alleging that their dismissal was unjust. [Data Source: LA2000, Labour Program].
	Client satisfaction with the quality of Workplace Information Division data.	90%	UNRATED Historical results 2006-2007: 96.4% 2007-2008: As no survey was carried out in 2007-2008., the 2006-2007 results of 96.4% was shown in the 2007-2008 DPR.	A client satisfaction e-questionnaire was featured in one issue of the Workplace Bulletin, included in the table of contents of two others, and distributed through client services to 344 clients. Regrettably, due to technological complications, the response rate was too low to deem it a success. However, for the 63 responses received, 65% of clients were very satisfied or satisfied with the overall quality of the Workplace Bulletin and 59% were very satisfied or satisfied with the overall quality of information provided.
	Percentage of money collected in relation to the amount found to be owed for complaints under Part III (Labour Standards) of the Canada Labour Code (excluding unjust dismissal complaints).	75%	EXCEEDED 79.44% Historical results 2007-2008: 57.93%1 2006-2007: 74%	Labour Program inspectors determined that employers owed $3,995,211 to employees in unpaid wages and other entitlements. Of this amount, $3,141,921 was recovered. [Data Source: LA2000, Labour Program].
Reduction in lost-time injuries and fatalities in the federal labour jurisdiction.	Disabling Injury Incidence Rate (DIIR) measuring the change in the rate of time-loss injuries, illnesses and fatalities within federal jurisdiction industries from year to year.	Reduce the DIIR by 10% over five years (by 2008-2009) in targeted high-risk areas.	UNRATED Until completion of the five year evaluation and reporting period.	The five year evaluation and reporting period for the DIIR target is not yet complete. The national, or overall, DIIR figure for all federally regulated industries decreased by 0.2% in 2007. For the four priority industries (Communications, Road Transport, Air Transport, and Broadcasting), the DIIR went from 3.05% in 2005 to 3.33% in 2007, which is an increase of 9.2%. [Data Source: Federal Jurisdiction Work Injuries Database, Labour Program].
Federal and provincial -territorial governments work together on key labour issues, including occupational health and safety, labour standards, employment equity, industrial relations and international labour affairs activities.	The planned activities and outputs for 2008 2009 included: regular meetings of the federal-provincial-territorial committees on these issues; and publication of a joint Federal-Provincial-Territorial Ministers Statement on Violence in the Workplace.	None	MET ALL	The Canadian Association of Administrators of Labour Legislation met as planned. The Federal/Provincial/Territorial Ministers Responsible for Labour signed a joint statement on preventing workplace violence in their jurisdictions, including a commitment to raising awareness and developing anti violence strategies.
Fulfillment of Canada's international labour commitments	The 2008 2009 planned activities included: negotiating labour cooperation agreements according to the trade negotiation schedule of the Department of Foreign Affairs and International Trade.	None	MET ALL	Three labour cooperation agreements were finalized.
	Managing existing cooperation relationships, including any formal cooperative activities.	None	MET ALL	Activities were carried out under the Canada-China Framework for Cooperation in the fields of industrial relations and labour standards, and under the Canada-Brazil and Canada-Argentina Memorandum of Understanding on Labour Cooperation on Labour Inspection. Seminars on Youth Employment and Freedom of Association were also held under the North American Agreement on Labour Cooperation.
	Representing Canada at the International Labour Organization and the Inter American Conference of Ministers of Labour, as well as at any scheduled conferences of the Organization of American States	None	MET ALL	Canada promoted Canadian interests and priorities and played a leadership role in the International Labour Organization (ILO) as permanent Chair of the Industrialized Market Economy Countries (IMEC) group, as a member of the ILO Governing Body, and by contributing expertise on important labour issues, in particular, the development of international labour standards. Canada was instrumental in working like-minded countries to promote increased efficiencies, strengthen governance and standards reform. Canada also continued to exercise a leadership role within the Inter-American Conference of Ministers of Labour (IACML), by continuing to be the principle donor to the RIAL fund, a technical assistance fund within the IACML, the principle forum for dialogue on labour within the framework of the Organization of American States (OAS), and by co-chairing Working Group 2, which is tasked with examining mechanisms to strengthen the capacities of Ministries of Labour. The Labour Program also contributed to the OAS General Assembly process by providing input on labour-related resolutions.
	Providing funding for capacity building and social dialogue projects to a total of $2.2 million.	None	MOSTLY MET	94% of the transfer payment funding was spent on eligible projects/recipients. Over the last three years, the Labour Program has spent the entire amount of its two grant envelopes. However, the domestic contribution stream for social dialogue projects in Canada has had a lower take up than anticipated. The grant for the two-year Strengthening the Inter-American Network for Labor Administration (RIAL) project funded five hemispheric workshops in the following areas : Occupational health and safety (Peru, October 2008); Public employment services (Panama, December 2008); Labour migration and labour market information systems (Canada, February 2009); Labour inspection (United States, May 2009); and Gender mainstreaming (Argentina, July 2009). These workshops allowed representatives of Ministries of Labour in the Americas, the Trade Unions Technical Advisory Council (COSATE), the Business Technical Advisory Committee on Labour Matters (CEATAL), and other key actors to exchange best practices and lessons learned on important labour issues. Information related to these workshops and other project activities is available online at http://www.sedi.oas.org/ddse/english/cpo_trab.asp. The funding also facilitated the expansion of the RIAL Portfolio of Programs, a virtual information bank on programs, policies, and projects undertaken by Ministries of Labour in the Americas, and the undertaking and publication of four studies on current labour issues in the region including one on the institutionalisation of gender in Ministries of Labour. Contributions under the consultation and partnership-building and Canadian-based cooperative activities stream funded the organisation of virtual round tables, the holding of an international an international conference titled "Humanizing Trade IT, and research initiative on labour standards in the contact of globalisation. These projects aimed to promote dialogue between academics, governments, employer and employee organisations, and non-governmental organisations, and advance research and knowledge on the linkages between trade and labour.
1 Two large bankruptcies in Ontario skewed results; if these were excluded, the result would be 84.79%. 2 There were no performance indicators and targets related to this expected results. In this case, Treasury Board of Canada Secretariat indicates in its Guide to the Preparation of Part III of the Estimates. Reports Tabled in Parliament in 2009. 2009-2010 Report on Plans and Priorities. 2008-2009 Departmental Performance Reports under Performance Status of DPR that "If indicators and performance status targets were not communicated in the RPP, then the performance status should be assigned based on the percentage of the planned activities and outputs that were achieved during the fiscal year", page 26

Performance Analysis

One of the strategic goals of the Labour Program is to promote harmonious union management relations and to minimise the number of work stoppages, which disrupt the Canadian economy. To measure the effectiveness of its services in this regard, the Labour Program tracks the percentage of collective bargaining disputes settled without a work stoppage; the goal is for this proportion to reach 90 percent. This target has consistently been achieved or exceeded over the past ten years, with the exception of 2004-2005, when the settlement rate was 89 percent. In 2008, 96.3 percent of all disputes were settled without a work stoppage.

A second strategic objective is to ensure that workplaces are healthy and safe. A major accomplishment in this area was the development and implementation of two new regulatory requirements under the Hazard Prevention Program Regulations related to ergonomic hazards and violence prevention in the workplace, both of which were based on extensive consultation with employer and employee representatives.

A third strategic objective is the elimination of discrimination at work, and, in particular, the promotion of equal representation of the four designated groups (women, Aboriginal peoples, people with disabilities and visible minorities) in federal jurisdiction workplaces. Significant progress has been made in the private sector with respect to the representation of members of visible minority groups. The effectiveness of programs aimed at promoting employment equity for the designated groups is admittedly difficult to measure; nonetheless, such progress would not likely have been made in the absence of legislative requirements, mandatory and public reporting of results, and a facilitation program, namely the Racism Free Workplace Strategy, which provided proactive assistance to employees and employers seeking to resolve issues related to race.

A fourth strategic objective is to ensure that federal public sector workers are properly compensated in case of injury. In this respect, practical steps were taken in partnership with the provincial workers' compensation boards to improve the administration of the Government Employees Compensation Act (GECA) and enhance information sharing and consultation processes under the existing administrative agreements with the provincial workers' compensation boards in order to be better informed on emerging issues and improve compliance of GECA employers.

A fifth strategic objective is to support key governmental priorities such as the promotion of Canadian values abroad, leadership in international forums in the Americas and with the provinces and territories, and challenges faced by Aboriginal and northern Canadians. Key achievements in 2008-2009 include the successful conclusion of a Labour Cooperation Agreement with Jordan, the signing of agreements with Peru and Colombia, and successful activities on labour issues carried out under the Canada-China Framework for Cooperation in the fields of industrial relations and labour standards.

In terms of the development of new initiatives, the Labour Program launched consultations in support of the modernization of Part III (Labour Standards) of the Canada Labour Code. A consultation paper, which provided a neutral analysis of the recommendations contained in the final report of the Federal Labour Standards Review Commission, Fairness at Work: Federal Labour Standards for the 21^st Century, and questions to stimulate discussion were prepared and released when the consultation process was launched.

Significant adjustments were made to current workplace policies and legislation to ensure that the Government could respond to challenges arising in the Canadian economy and in Canadian society. Regulatory development of the Wage Earner Protection Program (WEPP) helped bring the Wage Earner Protection Program Act into force in July 2008. Legislative amendments were successfully implemented as a result of Budget 2009, which extended the WEPP to cover severance and termination pay in addition to existing coverage of wages and vacation pay, thereby providing greater protection to Canadian workers whose employers have been declared bankrupt or are subject to receivership.

Finally, under the Minister of Labour's lead, the Government developed a comprehensive reservist reinstatement strategy. The key piece of legislation underpinning the strategy was passed on April 16, 2008. Amendments to the Canada Labour Code and the Public Service Employment Act provide job protection for federal public servants and employees of federally regulated enterprises when they take part, as reservists, in designated military operations and annual training. The Labour Program drafted regulatory amendments to the Canada Labour Standards Regulations.

Lessons Learned

A focused study launched by the Minister of Labour in 2008-2009 was carried out by an independent expert who looked at the causes and impacts of work stoppages in the federal private sector with a view to developing options acceptable to both labour and management in addressing issues related to work stoppages. The expert's report, titled Work Stoppages in the Federal Private Sector: Innovative Solutions, concluded that "the optimal policy initiative that can be undertaken at this time to reduce the risk, frequency, and duration of work stoppages is investment in measures that will provide wholesale improvement in the labour management relationship across the federal private sector." Lessons learned are that, in addition to the continued provision of mediation and conciliation services under the Canada Labour Code, it is necessary to raise client awareness of the availability of the Preventive Mediation Program and the Labour Management Partnerships Program. A new training session on post-work stoppages will be developed to help parties rebuild trust and cooperative labour relations.

Plans and Achievements 2008-2009 - Labour

PLANS	2008–2009 ACHIEVEMENTS
Fully implement recently-approved programs and policies aimed at fostering fair and productive workplaces.	On April 16, 2008, new legislation to provide job protection for federally regulated reservists came into force. The Wage Earner Protection Program was successfully implemented after its inception in July 2008. Legislative amendments announced in Budget 2009 to expand the Wage Earner Protection Program Act to cover termination and severance pay were successfully implemented. Proactive identification and assessment of ergonomics related hazards and the emerging issue of workplace violence prevention were addressed by the implementation of new regulatory requirements. The new Pay Equity Program was implemented with trained mediators available to provide assistance.
Advance Canadian interests and values in the negotiation and implementation of international labour standards and agreements.	The Canada-Colombia and Canada-Peru labour cooperation agreements were concluded and signed. The Canada-Jordan Agreement on Labour Cooperation was concluded. Activities under the Canada-China Framework for Cooperation in the field of industrial relations and labour standards were successfully concluded. By focusing on strengthening the International Labour Organization's governance, capacity and ability to provide practical assistance to its members in the context of globalisation, the Labour Program influenced the outcome of the International Labour Organization Declaration on Social Justice for a Fair Globalization. Two additional provinces agreed to accept obligations under Canada's labour cooperation agreements.
Develop innovative policy and program options that respond to the evolving realities of Canadian workplaces.	A study was undertaken to examine the causes and impacts of work stoppages in the federal private sector with a view to developing options to reduce their frequency and duration. Steps pursuant to the study's consensus recommendations are being developed and implemented Consultations in support of the modernization of Part III (Labour Standards) of the Canada Labour Code were launched on February 13, 2009 with the release of a consultation paper. An agreement was reached with several provincial workers' compensation boards to better inform each other's organisations of emerging issues, including appeals and changes to policies, fees, procedures, regulations or legislation that may have an impact on the administration of the Government Employees Compensation Act.

2.4 Strategic Outcome 4: Enhanced income security, access to opportunities, and well-being for individuals, families and communities

2.4.1 Program Activity - Social Investment

Program Activity Description

This program activity provides Canadians with pensions and benefits for retirement, death and disability through the Old Age Security Act and the Canada Pension Plan. It also includes social investment programs, policies, and grants and contributions designed to provide children, families, seniors, communities and people with disabilities access to the knowledge, information and opportunities to move forward with their own solutions to social and economic challenges. Operating expenditures for this program activity are funded from the Departmental Reference Levels and the Canada Pension Plan Account.

Benefits to Canadians

Canada's economic prosperity, its vibrant labour market and its positive long-term outlook are closely linked to the income security and well-being of Canadians, their families and communities. The Department administers Canada's national pension programs, which are important sources of secure income for seniors, surviving spouses and people with disabilities. The Department is also responsible for the Canada Disability Savings Grant and Canada Disability Savings Bond that help parents and others save for the long-term financial security of a person with a severe disability.

The Department administers programs that provide individuals and families with access to opportunities to improve their well-being and participation in communities. For example, the New Horizons for Seniors Program and the Social Development Partnerships Program strengthen and build capacity to increase access to services, information and resources. Similarly, the Enabling Accessibility Fund provides funding to increase accessibility in communities and help all Canadians participate fully in their communities.

Program Activity: Social Investment

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
63,028.0	62,593.8	62,565.7	1,219	975	244

Social Investment Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Enhanced income security and social inclusion, increased opportunities and participation of Canadians (in particular for seniors, people with disabilities and communities) through departmental initiatives and through working with partners	Percentage of CPP contributors who have contributory coverage /eligibility for CPP-Disability.	70% (males) 63% (females)	N/A1 Historical results 2007-2008: 70% of males and 63% of females 2006-2007: 70% of males and 64% of females	An amendment to the Canada Pension Plan implemented in 2007-2008 extended Canada Pension Plan disability benefit eligibility to contributors with a long history of labour force attachment. This measure continues to increase the percentage of contributors who are eligible for the Canada Pension Plan disability benefit.
	Number of new community-based social development projects or initiatives that have been supported to promote the participation of children and families, people with disabilities or other vulnerable populations.	30 projects	EXCEEDED 51 projects Historical results 2007-2008: 59 projects 2006-2007: 61 projects	The Social Development Partnerships Program provided funding to national and community-based not-for-profit organizations working to meet the social development needs of people with disabilities, children and their families, and other vulnerable or excluded populations in Canada.
	Number of seniors involved in New Horizons for Seniors community projects.	90,000 participants	EXCEEDED 131,350 estimated participants (based on an estimated average of participants per project) Historical results 2007-2008: 91,700 2006-2007: 106,745	Increased participation rates for seniors reflect the expansion of the New Horizons for Seniors Program in 2007-2008.
1 Figures will be available in September 2009.

Performance Analysis

The Department continued to contribute to stable income for millions of Canadians through the administration of Canada's national pension programs. In 2008-2009, Canada Pension Plan and Old Age Security benefits paid to individuals and families totalled $62.4 billion (up from $59.5 billion in 2007-2008 and $56.4 billion in 2006-2007).

In 2008-2009, over 3.6 million individuals received the Canada Pension Plan retirement benefit, for a total of $21.1 billion in retirement benefit payments. This represented an increase from 2007-2008, when 3.4 million individuals received the benefit, for a total of $19.8.billion in benefit payments. Furthermore, approximately 4.5 million individuals received the basic Old Age Security pension in 2008-2009, for a total of $25.3 billion in benefit payments (4.4 million individuals and $24 billion in 2007-2008). To address the vulnerability of low-income seniors, approximately 1.6 million individuals received the Guaranteed Income Supplement ($7.5 billion in benefit payments) to contribute to stable retirement income.

Income security also continued to be a challenge for people with disabilities. Recognizing this, the Government of Canada supports people with disabilities through the ongoing delivery of the Canada Pension Plan Disability program, which paid monthly benefits to over 311,000 eligible contributors in 2008-2009 ($3.3 billion in benefit payments). This represents an increase from 2007-2008, when 307,000 individuals were paid benefits totalling $3.3 billion. This program remains Canada's largest long-term disability insurance plan and is an important source of income replacement for eligible Canada Pension Plan contributors who cannot work due to severe, prolonged disabilities.

The Department also designed and implemented the new Canada Disability Savings Grant and Canada Disability Savings Bond to help eligible people with severe and prolonged disabilities, their families and others save for long-term financial security.

In addition issues related to financial security, seniors face issues associated with their well-being and inclusion in Canadian society. As the federal government's focal point for seniors' issues, HRSDC continued to work with other departments and the provinces and territories. In 2008-2009, the Department invested in over 1,700 projects through the New Horizons for Seniors Program. Funded projects served to help improve the quality of life for seniors and their communities—from enabling seniors to share their knowledge, wisdom and experiences, to improving community facilities and raising awareness of elder abuse. At the community level, the Department supported the efforts of the community not-for-profit sector to innovate, strengthen networks, promote self-sufficiency and share good practices to contribute to community well-being. The Department funded 14 projects that involved over 84 organizations and aimed to share innovative best practices in not-for-profit sector service delivery, collaboration, governance, human resources and financing.

HRSDC supported the Government of Canada in matters affecting people with disabilities. In 2008-2009, the Department made investments through the Enabling Accessibility Fund to support community-based projects across Canada that improve accessibility, reduce barriers and enable Canadians, regardless of physical ability, to participate in and contribute to their community and the economy. Additionally, the Office for Disability Issues continued work to help the Department become a model of accessibility in the federal government. On April 14, 2008, the Office for Disability Issues moved into a single highly accessible location that is a model of accessibility for the federal government.

Lessons Learned

The Department has derived several lessons learned in delivering social programs within the Social Investment program activity that will strengthen the Department's ability to address current and emerging cross-cutting social policy priorities of the Government.

Dissemination of Knowledge - Social Development Partnerships Program

Through the delivery of the Social Development Partnerships Program (SDPP), while funded projects contribute to increased knowledge of existing and emerging social issues and make contributions to strengthen programs and services "at the ground level", it was recognized that the knowledge and results produced need to be disseminated more widely to contribute to the future directions of social programs and to further increase the ability of organizations and communities to respond to these issues. As a result, the Department, in consultation with stakeholders and funded partners is exploring options to strengthen mechanisms to improve knowledge dissemination and transfer. For example, the Department strengthened criteria related to knowledge transfer in the SDPP application process

Program Administration - New Horizons for Seniors Program

Similarly, while the New Horizons for Seniors Program (NHSP), under the CPL funding component, was recognized as being designed to realistically attain its stated objectives and is being implemented as intended, the Department took action on identified areas for improvement related to design/delivery and management issues, outputs and short-term outcomes. Specifically, the program has:

• revised program materials (applications, guidelines and templates) to improve the transparency of the decision-making process;
• enhanced internal processes to achieve efficiencies in the departmental approval process and piloted an approach to streamline the application process for organizations in Québec;
• reviewed and updated the program's performance indicators for outcomes; and,
• developed a data collection process which will allow information from project final reports to be synthesized and analyzed.

Plans and Achievements 2008-2009 - Social Investment

PLANS	2008–2009 ACHIEVEMENTS
Raise awareness of senior's issues and improve the retirement income system.	Developed policy options for the Canada Pension Plan triennial review, focusing on the growing number of older Canadians who wishes to remain active in the workforce and on work-to-retirement options. Negotiated international social security agreements with other countries to facilitate the payment of public pensions in and out of Canada. Signed a Canada-Poland agreement; revised the agreement with Australia to include provisions of coverage; completed the final round of negotiations with Serbia, Macedonia and Romania; and commenced negotiations with Argentina and Brazil. Implemented one of the remaining Bill C-36 amendments to the Old Age Security Act. The amendment simplifies the reporting of income for seniors who have experienced a loss of earnings or a loss or reduction of pension income, and who are eligible for the Guaranteed Income Supplement (GIS). The amendment waives the requirement to report income if that information was already provided for purposes elsewhere under the Act. These individuals will only have to report their estimated income. Worked in close collaboration with Service Canada to implement the enhanced GIS earnings exemption that will allow low-income seniors who work to earn more without having their GIS benefits reduced. Rolled out the Working Together Workshop, a strategy to lower or remove barriers to awareness and uptake of CPP and OAS benefits in remote Aboriginal communities. Supported and provided technical expertise to the National Seniors Council on matters related to the well-being and quality of life of seniors. Led the development of a national public awareness campaign on elder abuse.
Promote the full participation of people with disabilities in all aspects of society and community life.	Implemented the Canada Disability Savings Grant and Canada Disability Savings Bond program associated with the new Registered Disability Savings Plan. Completed the first call for proposals for the Enabling Accessibility Fund. In total, 816 proposals were reviewed, 166 small projects were approved and 2 major projects were approved. All projects must meet EAF eligibility requirements and those of other applicable federal programs.
Support not-for-profit community sector efforts to innovate, strengthen networks of collaboration, develop capacity and share good practices to contribute to community well-being.	Social Development Partnerships Program (SDPP) provided funding to 51 social development projects, including 8 new national grant projects that supported children, youth and families, persons with disabilities or other vulnerable populations. Funded projects served to generate knowledge, increase public awareness and establish and maintain sustainable partnerships. Approximately 500,000 individuals and families had access to information, programs and services as a result of SDPP funding. Successfully completed a call for proposals for the two New Horizons for Seniors Program grant funding streams: Capital Assistance, and Community Participation and Leadership. As a result, the program supported a total of 1,714 grants for total funding of $26.3 million. Funded 14 projects that involved over 84 organizations and aimed to share innovative best practices in not-for-profit sector service delivery, collaboration, governance, human resources and financing. Collaborated with Agriculture and Agri-Food Canada on a survey dealing with the financing of cooperatives in Canada. Strengthened non-governmental organizations' capacity for early childhood development in official language minority communities.

2.4.2 Program Activity - Children and Families

Program Activity Description

This program activity provides support to families so that all children have the best possible start in life; that parents have choice in child care; that the needs of those who provide care to loved ones are taken into account; and that families' economic security is sustained. This activity also involves specific initiatives supported by multilateral agreements between the federal government and the provinces and territories through programs such as Canada's Universal Child Care Plan, the National Child Benefit and Multilateral Framework on Early Learning and Child Care. Operating expenditures for this program activity are funded from the Departmental Reference Levels.

Benefits to Canadians

HRSDC helped Canadian families with children meet their child care needs during 2008-2009 by providing direct financial support to eligible families with children through the Universal Child Care Benefit, which complements other tax measures such as the Child Tax Credit. In, 2006, The Universal Child Care Plan, which includes the Universal Child Care Benefit and the Child Care Spaces Initiative, was designed to address the needs of Canadian families with children. The Universal Child Care Benefit Plan provides direct support to eligible families through monthly payments of $100 per child under age 6. The Child Care Spaces Initiative provides $250 million annually to provinces and territories for the development of child care spaces and other child care initiatives.

Also included in the Children and Families program activity is the ongoing implementation of the Federal/Provincial/Territorial Early Childhood Development Agreement (initiated in 2000) and the Federal/Provincial/Territorial Multilateral Framework on Early Learning and Child Care (2003). This essentially involves regular reporting on the well-being and development of young children.

Work is also continuing with provincial and territorial governments on the National Child Benefit (NCB), a joint initiative of Canada's federal, provincial and territorial governments that also includes a First Nations component. The NCB aims to help prevent and reduce the depth of child poverty, support parents as they move into the labour market, and reduce overlap and duplication between government programs. The Government of Canada contributes to the NCB initiative through a supplement to the base benefit of the Canada Child Tax Benefit. This additional payment, called the NCB Supplement, provides extra support to low-income families with children by increasing their monthly Canada Child Tax Benefit payments. In 2006-2007, the Government of Canada invested $3.5 billion through the NCB Supplement and $3.6 billion through the base benefit of the CCTB.

Finally, this program activity contributes to the development of the Working Income Tax Benefit for low- and middle income Canadians and their families.

Program Activity: Children and Families

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
2,488.2	2,554.1	2,553.9	155	41	114

Children and Families Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Provide families with a choice in child care.	Percentage of families who are receiving the Universal Child Care Benefit for their children under age 6.	100% of eligible families	MET ALL An estimated 99% of eligible families receive the UCCB.	Effectively 100% performance.
Support low-income families with children.	Percentage of low-income families with children who are receiving the National Child Benefit Supplement.	100% of eligible families	MET ALL An estimated 95% of eligible families receive the NCB Supplement.	Nearly 100% of eligible families receive the NCB Supplement.

Performance Analysis

Through the Universal Child Care Benefit, 99 percent of eligible families with children under age 6 were provided support. Variation between the target and the result can could be explained by the fact that some eligible families may not receive the Universal Child Care Benefit payment in a particular month because of problems with mailing addresses. In addition, families can receive up to 11 months in retroactive payments when they apply for the Universal Child Care Benefit.

Provinces and territories have created over 60,000 new child care spaces since the introduction of the $250 million annual transfers for this purpose.

The Department has worked with the Department of Finance Canada and the Canada Revenue Agency on the design of the investment tax credit for child care spaces to support employers in the creation of child care for their employees and the broader community.

As part of the agreement to report regularly on how young children are doing and on investments in programs and services, two key reports were under development in 2008-2009: The Well-Being of Canada's Young Children: Government of Canada Report 2007, and Early Learning and Child Care Activities and Expenditures: Government of Canada Report 2006-2007. A database to replace the annual reports on early childhood development and on early learning and child care activities and expenditures is being developed.

HRSDC worked with the Department of Finance Canada to develop and implement the Working Income Tax Benefit for low- and middle-income Canadians and their families, and to assess its impact on low-income populations in Canada.

Lessons Learned

Reporting - Universal Child Care Benefit

Reporting on the success of the Universal Child Care Benefit and particularly on the proportion of eligible Canadian families who receive the benefits required recognition of the fact that the number of eligible families was based on 2006 census data, whereas the number of families who receive the benefit was based on data from the current calendar year. Discrepancies will become larger with time until we have access to 2011 census data. Furthermore, this data had limited ability to enable coverage assessment at a geographically disaggregated data level (provincial or territorial).

Plans and Achievements 2008-2009 - Children and Families

PLANS	2008–2009 ACHIEVEMENTS
Provide support and choices for families, through Canada's Universal Child Care Plan and other existing initiatives, to help ensure their children have the best possible start in life.	The Government of Canada has been very successful in providing support to 99 percent of eligible families with children under age 6. Furthermore, provinces and territories have created over 60,000 new child care spaces since the introduction of the $250 million annual transfers for this purpose. Nearly 100 percent of eligible families receive the National Child Benefit Supplement.

2.4.3 Program Activity - Housing and Homelessness

Program Activity Description

This program activity provides programs and services that assist communities in helping homeless individuals and families, as well as those who are at risk of homelessness, move towards self-sufficiency, thereby contributing to society and the economy. This is accomplished through partnerships with all levels of government, the voluntary and private sectors, foundations, faith-based communities and unions. The program activity's objectives are accomplished through the Homelessness Partnering Strategy, a class contribution and class grant program. Its four class contribution programs are: Homelessness Partnership Initiative (HPI) - Designated Communities; HPI - Outreach Communities; HPI - Aboriginal Communities; and HPI - Federal Horizontal Pilot Projects. The Homelessness Knowledge Development Program, also administered under this program activity, is a class contribution and class grant program that addresses knowledge gaps and priorities regarding homelessness in Canada. Also under Housing and Homelessness, the Surplus Federal Real Property for Homelessness Initiative provides surplus federal properties to communities across Canada to address their local homelessness-related needs; this initiative's funds are administered through Public Works and Government Services Canada. Operating expenditures for this program activity are funded from the Consolidated Revenue Fund.

Benefits to Canadians

The Homelessness Partnering Strategy assists communities in helping homeless individuals and families, as well as those who are at risk of homelessness, move towards self-sufficiency, thereby contributing to society and the economy. This is accomplished through partnerships with all levels of government, the voluntary and private sectors, foundations, and communities.

The Homelessness Partnering Strategy focuses on longer-term housing and support solutions. It follows the "housing-first" approach, which recognizes that housing stability is a precondition to achieving positive socio-economic outcomes and full participation in Canadian society.

Program Activity: Housing and Homelessness^a

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
165.6	183.7	150.7	376	178	198

Housing and Homelessness Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Contribution, with partners, to a more sustainable and comprehensive continuum of supports to help homeless Canadians move towards self-sufficiency and to prevent those at-risk from becoming homeless.	Amount invested in communities by external partners (not-for-profit groups, private sector organizations and other government departments) for every dollar invested by the Homelessness Partnership Initiative.	$1.50	EXCEEDED $2.99 Historical results 2007-2008: $3.18 2006-2007: $1.89	Total financial contributions by external partners as compared to the amount invested by the Department continued to exceed targets: external partners invested $2.99 for every dollar invested in regionally delivered projects. Investments through the Homelessness Partnering Strategy were directed to supports and services based on community-established priorities.
	Percentage of all Homelessness Partnering Strategy investments targeted to long-term stable housing and related services (note: longer-term housing includes investments in housing loss prevention).	65%	EXCEEDED 78% Historical results 2007-2008: 73.9%	The percentage of all Homelessness Partnering Strategy investments targeted to longer-term transitional and supportive housing and services reached 78%. A total of nine housing units were created through the Surplus Federal Real Property for Homelessness Initiative. As a result, nine homeless families/individuals were housed in seven supportive housing units and two transitional housing units.
a Within the portfolio, Human Resources and Skills Development Canada focuses on Homelessness and Canada Mortgage and Housing Corporation focuses on housing. The Program Activity Architecture has been updated to reflect this situation.

Performance Analysis

In 2008-2009, HRSDC continued its work on the management and implementation of the Homelessness Partnering Strategy (HPS), including the development of options for moving forward beyond 2009. As a result, the Government extended the funding for the Homelessness Partnering Strategy at current levels ($269.6 million) for two years, from April 1, 2009 to March 31, 2011. The Government will maintain annual funding to deal with housing and homelessness until March 31, 2014, as part of its $1.9-billion, five-year commitment. The continuation of the HPS enables programs and services to be provided to assist communities in helping homeless individuals and families, as well as those who are at risk of homelessness, move towards self-sufficiency.

In 2008-2009, a special focus was put on achieving the following results:

• for every dollar invested in regionally delivered projects by the HPS, the amount invested in communities by external partners (not-for-profit groups, private sector organizations and other government departments) rose to $2.99; and
• the percentage of all HPS investments in regionally delivered projects targeted to longer-term transitional and supportive housing and services increased to 78 percent, exceeding the 65 percent target.

In addition, 12 horizontal pilot projects were launched in partnership with other federal departments and agencies, such as Correctional Service Canada, the Public Health Agency of Canada, Citizenship and Immigration Canada, and the Department of Justice Canada. The horizontal pilot projects address issues related to institutional release, HIV/AIDS, transitional and supportive housing, addiction treatment, basic skills and employment development. These horizontal approaches increase the HPS's ability to respond to the November 19, 2008, Speech from the Throne commitment to help Canadians who face barriers to participation in the economy and society. In addition, the horizontal pilot projects are a step towards increased harmonization of transfer payment programs, as encouraged by the new Policy on Transfer Payments, effective October 1, 2008.

The Homelessness Knowledge Development component of the HPS provides funding to stakeholders for activities related to data development, research and analysis, the reinforcement of information networks, and the sharing of good practices. This component allocated funding to 33 successful applicants early in the 2008-2009 fiscal year. The innovative approaches funded by the Homelessness Knowledge Development component include a project currently underway to develop a methodology to count hidden homeless individuals and a project to develop an atlas to map indicators of risk for homelessness in communities across Canada.

In 2008-2009, the Surplus Federal Real Property for Homelessness Initiative was extended for two years (2009-2011). The initiative provides surplus federal properties to community organizations, the not-for-profit sector and other levels of government for projects to prevent and alleviate homelessness. In 2008-2009, a total of nine housing units were created. As a result, nine homeless families/individuals were housed in seven supportive housing units and two longer-term transitional housing units.

Under the Strategy, Provincial/Territorial engagement has resulted in the renewed Canada-Quebec Agreement, signed March 31, 2009, and the renewal of the Canada-Ontario memorandum of understanding is underway.

A conference for Homeless Individuals and Families Information System community coordinators was held in November 2008 to share community reports, achievements and good practices among community coordinators from 22 cities across Canada. This conference produced the following outcomes: strengthened networks; and tools and sharing of good practices to enable community coordinators to better serve their communities' HIFIS needs.

Finally, seven Teleforums were conducted throughout 2008-2009, exploring different topics related to homelessness through presentations and discussions led by experts in the field. Hundreds of organizations serving homeless people, as well as public servants and academics, participated in these learning and networking opportunities.

Lessons Learned

Taking into account local considerations - Homelessness Partnering Strategy

Although positive feedback was received overall for community planning tools and templates, the communities noted that the "one-size-fits-all" approach may not be appropriate for some communities or for a very short planning timeline (e.g., two years or less). The templates, for planning and assessment, are creating significant administrative burdens for some smaller and mid-size communities. The communities believed that the type and amount of data and planning is not always the same for a smaller community when compared with that required for large urban communities.

To reduce the administrative burden on smaller and mid-size communities, the Homelessness Partnering Secretariat has taken a number of actions to simplify the community planning process for the HPS in 2009-2011:

• The validity of existing approved community plans has been extended to four years;
• A streamlined process has been put in place to update community priorities, if needed;
• The Homelessness Partnering Secretariat will conduct an internal assessment of community plans as opposed to having the communities conduct the assessments themselves;
• The Homelessness Partnering Secretariat is preparing a toolkit on governance for the Community Advisory Boards (CABs), which will include topics such as roles and responsibilities and conflict of interest. The outline of the toolkit will be completed in the summer of 2009; and,
• Finally, the Homelessness Partnering Secretariat will examine tools and processes to identify opportunities to streamline and simplify the administrative burden for the planning cycle beginning in April 2011, especially for smaller and mid-size communities.

Plans and Achievements 2008-2009 - Housing and Homelessness

PLANS	2008–2009 ACHIEVEMENTS
Implement the Homelessness Partnering Strategy.	Continued to provide programs and services that assist communities in helping homeless individuals and families, including those who are at risk of homelessness, move towards self-sufficiency, thereby contributing to society and the economy. This is accomplished through partnerships with all levels of government, the private and voluntary sectors, and other stakeholders.
Develop partnerships to better align investments.	Ensured the seamless transition of the Homelessness Partnering Strategy by developing and implementing a plan to address the extension of project agreements to avoid gaps in services for homeless people across Canada. The Government of Canada continued to offer provinces and territories the opportunity to enter into bilateral arrangements to deepen collaboration between levels of government.
Strengthen horizontal links between Housing and Homelessness and other policy areas.	The Canada-Quebec Agreement was renewed and signed on March 31, 2009, and the renewal of the Canada-Ontario memorandum of understanding is underway. Twelve horizontal pilot projects were launched in partnership with other federal departments, agencies and policy areas, such as Correctional Service Canada, the Public Health Agency of Canada, Status of Women Canada, and the Department of Justice Canada. The projects address issues related to institutional release, HIV/AIDS, transitional and supportive housing, addiction treatment, basic skills and employment development.

2.5 Strategic Outcome 5: Achieve better outcomes for Canadians through service excellence

2.5.1 Program Activity - Seamless, Citizen-Centrer Service

Program Activity Description

This program activity develops service policies and client segment strategies; conducts research and analysis pertaining to citizens' needs and expectations; develops new service offerings and improves existing ones; and delivers one-stop, easy-to-access, personalized services by phone ,mail, on the Internet and in person. Operating expenditures for this program activity are funded from the Departmental Reference Levels, the Employment Insurance Account and the Canada Pension Plan Account.

Benefits to Canadians

Canadians benefit from having easy access to services and benefits through the channel of their choice and in the official language of their choice. The volume and variety of its service offerings strongly suggest that Service Canada helps Canadians, from children to seniors, in key areas of their lives-their work, their families and their personal lives.

Program Activity: Seamless, Citizen-Centered Service

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
602.2	860.5	836.9	7,335	7,379	(44)

Seamless, Citizen-Centred Service Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Citizens are connected to whole-of-government programs and services through easy to access multiple channels that meet their individual needs.	Percentage of access to automated telephone information services (no busy signals).	95%	EXCEEDED 99.8% Historical results 2007-2008: 95.4% 2006-2007: 98%	52,135,630 phone calls were received in the interactive voice response system, and only 0.2% of callers experienced a busy signal.
	Percentage of general enquiry calls answered by an agent within 18 seconds (1 800 O-Canada).	85%	EXCEEDED 87.0% Historical results 2007-2008: 88% 2006-2007: 85%	1,803,460 general enquiry calls were answered by 1 800 O Canada agents.
	Percentage of specialized calls answered by agents within 180 seconds.	80%	SOMEWHAT MET 52.6% combined result for EI and CPP/OAS Historical results 2007-2008: 58.5% 2006-2007: 58.5%	EI call centre workload increased by 6.06 million calls, or 15%. The volume of EI calls answered by agents increased by 645,814. Almost 10 million calls were answered by EI / Canada Pension Plan / Old Age Security agents. An operational plan was developed and resourced to expand capacity to deal with pressures on EI claim volumes.
	24/7 Availability of Service Canada Internet - information and transaction.	98%	EXCEEDED Estimated average of 99.5% Historical results 2007-2008: 99.3% 2006-2007: 99.3%	An estimated 33 million Internet visits were received.
	Percentage of Canadians with access to a Service Canada point of service within 50 kilometres of where they live.	90%	EXCEEDED 95.6% Historical results 2007-2008: 95.4% 2006-2007: 95.1%	Since Service Canada was launched, the number of points of service has increased from 325 to 608.
	Percentage of Canadians with access to a Service Canada point of service within 50 kilometres of where they live.	90%	EXCEEDED 95.6% Historical results 2007-2008: 95.4% 2006-2007: 95.1%	Since Service Canada was launched, the number of points of service has increased from 325 to 608.
	Percentage of client satisfaction in relation to services provided.	80%	EXCEEDED 83% Historical results 2005-2006: 84%	Key drivers of client satisfaction were information quality, staff quality and access/speed.
	Total number of fact sheets/publications available in languages other than English and French (Aboriginal and Foreign).	11	EXCEEDED 12	Service Canada developed factsheets providing information on its 12 most popular programs (e.g. EI, CPP, OAS) into 20 different languages (8 Aboriginal and 12 Foreign Languages).
	Percentage of Apprenticeship Incentive Grant payments issued within 28 days of filing.	85%	EXCEEDED 98.0% Historical results N/A	71,970 Apprenticeship Incentive Grant applications were received, and 53,271 grants were issued. The fact that the target was exceeded is explained by the introduction of new internal procedures for processing Apprenticeship Incentive Grant applications.

Performance Analysis

In 2008-2009, Service Canada continued to improve the quality of its service offerings and to develop client service strategies to provide Canadians with easy access to benefits and services, whether by phone, by mail, on the Internet or in person. Service Canada made progress on modernizing its operations by providing electronic services that are easier to use, served Canadians in-person at 608 points of service or through mobile outreach services and through the preferred method of citizen interaction, answered millions of phone calls. For 2008-2009, the EI call centres had experienced an additional workload stemming from the economic downturn and new government measures The combined impact of increased call volume to EI specialists and the complexity of queries has contributed to a reduction in service levels (37 percent of calls answered by an agent within 180 seconds) Consequently, measures were taken to help improve performance, including hiring more agents, extending hours of service, introduced Cross-Channel Support and reduced repeat calls by establishing resource sharing agreements to assist regional processing.

Client satisfaction with the overall quality of service received remains high, with 83 percent of clients satisfied in 2008. Clients were also generally satisfied in terms of service delivery, specific programs and services, service channels and client groups.

Lessons Learned

Focus on Worker client segment

Service Canada has learned the importance of strategically located centres; effective tools and methods to define and enhance service delivery; user-friendly application forms and instructions; and easy-to-use technology. It has also learned the benefits of increased automation of EI services. Service Canada's sharper focus on its worker client segment enabled it to respond effectively to a 30 percent increase in the number of EI claimants between October 2008 and March 2009.

Plans and Achievements 2008-2009 - Seamless, Citizen-Centred Service

Plans	2008–2009 Achievements
Complete Passport expansion, implement authentication pilots and renew agreement.	Service Canada increased passport application receiving services by 40 to a total of 141 sites, renewed its partnership with Passport Canada and conducted seven authentication pilots that will allow clients to retain their citizenship documents when applying for a passport
Implement and expand the Wage Earner Protection Program.	The Wage Earner Protection Program was both launched and enhanced to increase its coverage as a result of the Economic Action Plan. The enhancements include extending the scope of "eligible wages" to include termination and severance pay.
Implement Common Experience Payment.	Service Canada issued payments totalling $212,560,000 to 11,291 eligible former students of recognized Indian Residential Schools.
Implement simplified and standardized EI, Canada Pension Plan, Old Age Security services in all channels.	Service Canada implemented the Cross Channel Support Service initiative and continued to modernize the Canada Pension Plan and Old Age Security, thereby achieving greater quality of service to citizens. The Information Technology Renewal Delivery System (ITRDS) is our new platform for the Canada Pension Plan System. ITRDS provides automated eligibility and entitlement determinations, improved integrity and information management.
Develop key client segments.	Service Canada designed a new client segment service strategy for Aboriginal people. Service Canada focused on its Workers Service Strategy to respond to the pressing needs of Canadians affected by the economic downturn.
Improve efficiency, effectiveness, performance, coordination of channels.	Service Canada launched the streamlined Insurance Payment Operational Centres and the appeals simplification and automation initiatives. This resulted in greater capacity to meet the increased workload, an improved Web site to help job seekers and the unemployed, and increased call centre network capacity.
Implement Service Experience Model.	The Service Experience Model was refined to serve as a guide for all in-person Service Canada Centres. An evaluation of Service Canada Community Offices was completed to provide evidence-based information on their success, design and delivery, relevance, and cost-effectiveness.
Develop contact centre vision and implementation plan.	Service Canada developed a standardized process for the assessment, induction and ongoing delivery of service offerings. A strategy to reduce Appli -Message, or electronic notes for follow-up to processing, was developed for call centres to increase first-contact resolution and reduce repeat callers and the need to escalate enquiries to processing staff. The strategy was accomplished through a readjustment of the telephony platform. As a result, Cross-Channel Support with the in-person network was expanded to 338 in-person sites across Canada. This resulted in over 150 000 calls handled, with a 69 percent first contact resolution avoiding over 100,000 escalations to processing.

2.5.2 Program Activity - Integrity

Program Activity Description

This program activity enhances and strengthens the integrity of programs to ensure that the right person receives the right service or benefit at the right time, and for the intended purpose. It implements the Social Insurance Number and the Social Insurance Register as the foundation for a safe and secure client identifier; develops integrity risk management strategies that will address operational risk and lead to the reduction of payment errors; and processes grants and contributions, individual benefits and mail service requests. Operating expenditures for this program activity are funded from the Departmental Reference Levels, the Employment Insurance Account and the Canada Pension Plan Account.

Benefits to Canadians

The swift, timely and accurate payment of benefits in difficult economic times is a major benefit for Canadians affected by job loss or decreased personal and family incomes. This benefit is especially significant in light of the substantial (20 percent) increase in EI applications in 2008-2009 as a result of the economic downturn.

Program Activity: Integrity

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
880.2	973.9	971.1	11,106	10,935	171

Integrity Program Performance Summary
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Benefits are delivered in the most cost-effective manner to the right citizen, at the right time, and for the purpose they were intended.	Percentage of EI benefit payment or non-payment notification issued within 28 days of filing.	80%	MOSTLY MET 79.1% Historical results The target was met consistently from 2004-2005 to 2007-2008.	By the end of the fiscal year, Service Canada received 3.1 million initial and renewal EI claims, which represented an increase of 503,000 claims when compared to the same period in 2007-2008 During the last quarter alone the workload had increased by 270,000 claims when compared to the previous year. To ensure that Service Canada was well-positioned to maintain its service standards in the face of an increasing workload, the organization advanced the implementation of measures normally used to address the seasonal winter peak period: increased the amount of overtime work; reassigned staff from other areas of the Department; reached out to recent retirees from EI processing; extended an agreement with Canada Revenue Agency to process additional EI claims; redistributed workload around the country, and hired temporary staff. Implementing these measures contributed to maintaining satisfactory service levels (79.1% compared to 80.3% in 2007-2008). 98.6% of initial and 90.4% of renewal claims were received electronically. The progress made on automation and electronic services, along with the standardization and simplification of claims processing has also resulted in an effective response to increased volumes.
	Percentage of CPP retirement benefit payment or non-payment notification issued within first month of eligibility.	85%	EXCEEDED 91.3% Historical results The target has been met consistently since 2004-2005.	656,738 Canada Pension Plan retirement applications were processed.
	Percentage of OAS basic benefit payment or non-payment notification issued within first month of eligibility.	90%	EXCEEDED 92.1% Historical results : The target has consistently been met since 2004-2005	821,855 Old Age Security applications were processed, and 1,479,755 Guaranteed Income Supplements were renewed.
	Percentage of SINs issued using expeditious processes (SIN Rapid Access, Newborn Registration Service in Ontario and BC, and Teleapp in New Brunswick).	90%	EXCEEDED 90.6% Historical results N/A	1,514,207 SIN applications were processed through all service channels.
	Payment Accuracy of EI.	95%	EXCEEDED 95.7% Historical results 2007-2008: 94.3% 2006-2007: 94.8%	Results are a twelve-month moving average in March 2009.
	Payment Accuracy of Old Age Security.	95%	EXCEEDED 98.4% Historical results 2007-2008: 97.7%	Results are a twelve-month moving average in March 2009.
	Payment Accuracy of Canada Pension Plan.	Baseline Year	Baseline Year: 99.7% Historical results N/A	Results are a twelve-month moving average in March 2009
	Percentage of notifications sent within seven days of receipt of applications.	80%	MOSTLY MET 69.9% combined result for EI, CPP and OAS(EI = 98.9%; CPP = 20%) Historical results 2007-2008: 65.8% 2006-2007: 65.6%	Applications received electronically are acknowledged instantly. Since OAS applications are not automated, paper-based applications cannot be guaranteed notification within 7 days; this brought the overall indicator result down to 69.9%.

Performance Analysis

In 2008-2009, Service Canada realized operational savings primarily through benefit processing automation for initial and renewal EI claims and through an increase in the number of employers who use Record of Employment Web. Service Canada also realized significant savings by conducting nearly 590,000 identity, fraud and benefit payment investigations against the EI, Canada Pension Plan and Old Age Security programs and the Social Insurance Number, which resulted in $732 million in operational and program savings for the Government.

Integrity risk management strategies were adopted to address operational risk and reduce payment errors. The benefit payment accuracy rate for the Canada Pension Plan, EI and Old Age Security programs was 95 percent or better, and benefits were consistently delivered on time as per established standards.

As such, Service Canada needs to sustain a framework of controls to protect the integrity of personal information and statutory benefit programs and services, and to ensure the smart and effective management of risk.

Lessons Learned

Simplified Process

Given the current socio-economic situation and forecasts of increased workload, ensuring the effective stewardship and administration of core programs and payments is more important than ever. Service Canada has learned the importance of risk mitigation strategies in the processing of benefits and grants. It has learned that proper controls and measures, such as a simplified application process for the Apprenticeship Incentive Grant and single security framework for the "My Service Canada Account," are fundamental to protecting the integrity of personal information and statutory benefit programs and services.

Plans and Achievements 2008-2009 - Integrity

PLANS	2008–2009 ACHIEVEMENTS
Harvest significant operational savings, primarily through benefits processing automation (EI target of 15-20% initial / 50% renewals by year end) and realize program savings.	The EI Processing Automation allowed Service Canada to achieve operational savings; 49.4 percent of all claims—32.5 percent of initial claims and 70 percent of renewal claims—were processed via automation. Service Canada continued its risk-based approach to investigative activities in order to safeguard Canada's social programs from fraud and abuse through nearly 590,000 investigations including those to detect individuals who did not report earning or absences from Canada while receiving EI benefits. This resulted in over $732 million in operational and program savings for the Government.
Increase SIN/SIR integrity.	Service Canada maintained its goal of 99.9% for legitimate Social Insurance Numbers and met its accuracy goal of 97.4% for key vital events data. Service Canada implemented the Quality Management Monitoring system tools and introduced ongoing evaluations of agents as part of the continuing implementation of the Social Insurance Number Quality Management strategy. Service Canada's system improvements reduced the number of critical errors on the Social Insurance Register.
Implement common operational risk management frameworks.	Service Canada now has standard tools for systematic qualitative operational risk analysis for service offerings and benefit programs. Risks are identified, managed and reported.
Implement quality management framework for OAS and develop one for CPP/EI.	Service Canada continued ongoing assessments of compliance with program authorities and measurement of payment accuracy for Old Age Security. It also initiated new assessments for the Canada Pension Plan. The Department will continue to work towards the alignment of payment and processing accuracy of EI, OAS and CPP reviews.
Develop application and mainframe transition plan.	Building on the successful replacement of obsolete computing platforms, the Department shifted its focus in 2008-2009 towards the modernization of the legacy application suite. Problem definition and preliminary business case planning activities were completed. The Department developed a renewal road map to facilitate modernization of its technology infrastructure and associated software applications.

2.5.3 Program Activity - Collaborative, Networked Government Service

Program Activity Description

This program activity implements a government-wide, collaborative, networked business approach to delivering citizen-centred service to Canadians by working with other federal departments and agencies, other orders of government, and community partners; sharing information; adopting interoperable systems and infrastructures; adhering to privacy legislation and securing citizen's personal information ; and increasing the accuracy of the Social Insurance Register through more timely and complete updates with vital statistics organizations. Operating expenditures for this program activity are funded from the Departmental Reference Levels and the Employment Insurance Account.

Benefits to Canadians

The secure and accurate delivery of services is facilitated by Service Canada and achieved through collaboration among a variety of government organizations. Partnerships have benefited our partners by providing an enhanced presence through access to a multi-channel network and a nimble infrastructure able to deliver time-limited programs, service delivery advice and expertise quickly—which in turn benefits Canadians. The Canadians who benefit from this program activity are as diverse as the numerous citizens who obtain secure travel documents in a timely manner and the low-income families who claim the Working Income Tax Benefit.

Program Activity: Collaborative, Networked Government Service

2008-2009 Financial Resources (millions of dollars)			2008-2009 Human Resources (FTEs)
Planned Spending	Total Authorities	Actual Spending	Planned	Actual	Difference
232.4	249.7	245.7	810	688	122

Collaborative, Networked Government Service Program Performance Summary:
Expected Results	Performance Indicators	Targets	Performance Status and Historical Results	Performance Summary
Programs and services are synchronized within the federal government and across jurisdictions to enhance efficiency and ease of accessibility for citizens.	Number of new Memoranda of Understanding signed.	4	EXCEEDED 5	Memoranda of understanding were signed with: Canada Revenue Agency Agriculture and Agri-food Canada for Agricultural Skills Service Passport Canada for Receiving Agent Services and Validation of Documentary Evidence of Citizenship (Portfolio Partner) Labour Canada for the Wage Earners Protection Program Correctional Services Canada for the outreach pilot.

Performance Analysis

Service Canada continued to collaborate effectively with other departments and agencies via five new or renewed memoranda of understanding. Service Canada has enabled partner access to its multi-channel network and workforce to deliver time limited programs, service delivery advice and expertise quickly. Partners have been able to focus on core business and improved outcomes, which provides a feedback loop to policy partners and generates cost savings. The renewed initiative with Passport Canada helped Canadians access passport services swiftly and with minimal errors, a significant result in light of the travel identification requirements of the Western Hemisphere Travel Initiative. Service Canada entered into a new umbrella agreement with the Canada Revenue Agency to collaborate on several new service initiatives that benefit taxpayers. Service Canada also partnered with the Labour Program to deliver the new Wage Earner Protection Program.

Lessons Learned

Partnering

Service Canada has recognized the principles of effective partnering with other government departments and organizations and has honed its skills in developing and implementing memoranda of understanding with its partners. Service Canada has learned the importance of engaging partners at an early stage and follows a coordinated and rigorous approach in this regard. This has resulted in clear delineation of its responsibilities versus those of partner organizations. In spite of its strong service delivery infrastructure, Service Canada recognizes the need for a strategic approach to the consideration of new business opportunities.

Plans and Achievements 2008-2009 - Collaborative, Networked Government Service

PLANS	2008–2009 ACHIEVEMENTS
Implement existing vital events agreements and sign three additional agreements.	Service Canada continued its work under the vital events management strategy by implementing the linkages with British Columbia, Alberta and Ontario, and it began the national roll-out of electronic validation with all three provinces. Service Canada obtained historical death files from Nova Scotia and established a working-level partnership with the province. Service Canada also implemented the Social Insurance Number Newborn Registration Service with Alberta.
Develop new citizen-centred information architecture.	The Department developed a new labour market training architecture by negotiating a new generation of labour market agreements for non-EI-eligible clients to assist social assistance recipients, immigrants, people with disabilities, youth, older workers and Aboriginal people.
Support HRSDC in Labour Market Development Agreement discussions.	Service Canada provided support to the Department in discussions relating to the transfer of Labour Market Development Agreements for Nova Scotia, Prince Edward Island, and Newfoundland and Labrador.

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