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Road to 2015-16- Improving Service to Canada’s Veterans

Road to 2015-16- Improving Service to Canada’s Veterans

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Road to 2015-16- Improving Service to Canada’s Veterans
Road to 2015-16- Improving Service to Canada’s Veterans

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Published by: Canadian_Veterans_Ad on Jan 14, 2012
Copyright:Attribution Non-commercial


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Improving Service to Canada’s Veterans
Road to 2015-2016
 There are several change initiatives underway at Veterans AairsCanada. These initiatives are about improving service to Veterans.Our vision is to become equipped to serve Veterans and their amiliesbetter, aster and in more convenient and modern ways. We will bemore responsive to the changing needs o Veterans by ensuring:relevant policies and programs;ast and simple access to benets and services;service rom competent employees who understand the militaryexperience; anda seamless transition rom military to civilian lie.We are signicantly changing the way we do business, with a newpace o work. It is important to remember that improvements taketime, but progress will be steady.First and oremost, Veterans Aairs Canada will ensure it has theright people in the right places to get the job done. That said, someo our ofces are going to get smaller while some ofces are goingto get bigger. Over time, our ront-line sta 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 ve-year timerame.
We begin to see improvements inthe way we deliver services and inthe technology available to assist in our day-to-day tasks.
The oundation or change hasbeen laid. We have made progresstoward streamlining many o our  processes and business practices,however, it will take time to seethe ull benets o these changes.
Direct deposit; reduced turnaround times;increased delegation o decision-makingto ront-line staf; New Veterans Charterenhancements; strengthened stakeholderengagement; enhancements to
My VAC  Account 
; digitized health and servicerecords; elimination o subsequent pre-authorizations.
By the end o the year, Veterans willstart to see a commitment to change.Decisions on disability benetsare already made one-third aster.Rehabilitation Program decisionturnaround times are already cut in hal,and Veterans will see the start o moresel-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 moreoten than in the past.Improved disability benets and healthcare policies and practices; onlineaccess to policies; improvements tocase management; centralized mail;introduction o mobile technology.By the end o the year, Veterans willsee urther use o modern technologyto better meet Veterans needs andimprove service. Veterans AairsCanada’s expanded electronic serviceswill give Veterans immediate access toinormation about their applicationsand benets, and open up the lines o communication between Veterans andthe Department.
Initiatives:Veterans will see:
Veterans Aairs Canada isan even more responsive and efcient department capable o  providing services and benetsto Veterans in the method o their choice.
 As we complete the buildingo our inrastructure, we start seeing cost savingsand the benets o multichannel service pointswill become evident.
We see the benets o our new technological capabilities and will havemade substantial progressin attaining new workorcerequirements with respect totools, size, skills and location.
Expansion o 
My VAC Account 
toinclude Veterans IndependenceProgram (VIP) tracking;disability benets decisionswithin 12 weeks.By the end o the year, Veteranswill use the service o theirchoice with a call, click or visit. They will have more sel-serveoptions in
My VAC Account 
. The Department’s digitalimaging technology and otherreengineering initiatives,including a more eectivetransmission o requiredinormation, will reducedisability benets decisionsto 12 weeks. Policies will bepublicly accessible online or allto review and understand.Electronic transer o recordsrom National Deence; are-aligned organizationalstructure that has theright people in the rightplaces; implementation o technology initiatives.By the end o the year,Veterans will nd serviceseasier to navigate. Changeswill be more evident asVeterans access moreservices online and receivehelp or more complexneeds rom highly trainedcase managers.Veterans Aairs Canada will havemodernized health care programs,and will continue to rene itspolicies and processes to provideoptimal services to Veterans.By the end o the year, Veterans willbe able to connect with VeteransAairs Canada through multiplecommunication channels, knowthe Department will identiytheir needs as they release romservice and experience a smoothtransition. Veterans also willbe able to apply online, receivedecisions in a timely manner, andaccess treatments without delayand rom preerred and approvedproviders. Moreover, they will alsohave electronic access to details ontreatment benets, complete onlyone application or benets andservices, and deal with sta whoare empowered to make decisions.

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