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Veterans AffairsCanada
Assistant Deputy MinisterPolicy, Communicationsand CommemorationPO Box 7700Charlottetown, P.E.I.C1A 8M9
D E C Z Z 2 0 1 1
Anciens CombattantsCanada
Sous-ministre adjoint
Politiques, Communications
8t
Comr1'18moration
CP 7700
Charlottetown (i.-P.-E)
C1A 8M9
Ron GriffisNational PresidentCanadian Association of Veterans in United Nations Peacekeeping2246 Brow Mountain RoadRR#5, Berwick, Nova ScotiaBOP 1EO
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Dear r/""
IS:
I am writing to you today as a follow up to the October 24, 2011 Veterans AffairsCanada Stakeholder Committee meeting. As agreed to at the meeting, I ampleased to provide you with an update about the Veterans Affairs Canada (VAC)Transformation Plan and how the department is investing in informationtechnology for the purpose of
"Cutting Red Tape".
You will find enclosed twelve (12) copies of "The Road to 2015-2016". Thepublication outlines the initiatives underway to improve service to Veterans,including those based on information technology investments. I encourage youto discuss this information with Veterans and others who are interested ininitiatives underway to improve service to Veterans.Sincerely,James GilbertEnclosures (12)
Canada
. + .
VeteransAffairs AnciensCombattants
Canada Canada
Improving Service to Canada's Veterans
There are several change initiatives underway at Veterans AffairsCanada. These initiatives are about improving service to Veterans.Our vision is to become equipped to serve Veterans and their familiesbetter, faster and in more convenient and modern ways. We will bemore responsive to the changing needs of Veterans by ensuring:relevant policies and programs;fast and simple access to benefits and services;service from competent employees who understand the militaryexperience; anda seamless transition from military to civilian life.We are significantly changing the way we do business, with a newpace of work. It is important to remember that improvements taketime, but progress will be steady.
veterans.gc.ca
First and foremost, Veterans Affairs Canada will ensure it has theright people in the right places to get the job done. That said, someof our offices are going to get smaller while some offices are goingto get bigger. Over time, our front-line staff will be positionedwhere the needs are greatest, which will be determined by Veterandemographics. This will not happen right away or all at once-we arestrategically working within a five-year timeframe.
Y E A R
2011-2012
1
Y E A R
2
2012-2013
Thefoundation for change has been laid. Wehave made progress toward streamlining many of our processes and business practices, however, it willtake time
to
see the fullbenefits of these changes.
Initiatives:
Direct deposit; reduced turnaround times;increased delegation of decision-makingto front-line staff; New Veterans Charterenhancements; strengthened stakeholderengagement; enhancements to
My VAC
Account;
digitized health and servicerecords; elimination of
subsequent
pre-authorizations.
Veterans will see:
By the end of the year, Veterans willstart to see a commitment to change.Decisions on disability benefitsare already made one-third faster.Rehabilitation Program decisionturnaround times are already cut in half,and Veterans will see the start of moreself-serve and automated technology.Through the VAC-DND integratedpersonnel support centres, Veteranswill be engaged sooner. Veterans'organizations and stakeholders will beinvited to interact with the Departmentmore directly and moreoften than in the past.
Webegin
to
see improvements in the way we deliver services and in the technology available
to
assistinour day-to-day tasks.
Improved disability benefits and healthcare policies and practices; onlineaccess to policies; improvements tocase management; centralized mail;introduction of mobile technology.By the end of the year, Veterans willsee further use of modern technologyto better meet Veterans needs andimprove service. Veterans AffairsCanada's expanded electronic serviceswill give Veterans immediate access toinformation about their applicationsand benefits, and open up the lines ofcommunication between Veterans andthe Department.
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Improving Services to Canada's Veterans 2011-2016
Improving Services to Canada's Veterans 2011-2016
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