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Employment Insurance
Institution: Service Canada, Government of Canada
Theme: Citizen Engagement
Implementation Date: Jan 01, 2005
Summary: Employment Insurance programme is responding to the needs of Canadians for better, faster and more convenient services on the Internet. It has undertaken a number of service transformation projects to improve the quality, speed and accessibility of service by putting in place a suite of electronic client-facing services and tools to automate claims processing in order to achieve the following:

• Receive high-quality electronic information from clients and businesses over the Internet;
• Automate claims processing;
• Use electronic payments to the extent possible (Direct Deposit);
• Exchange programme information/change key client data electronically (Employment Insurance On-Line Services);
• Harmonize Call Centres; and
• Reinvest in client service improvements.

Citizens can access services through the channel of their choice (Internet, telephone, in person or by mail) with no wrong door and with the confidence that a high priority is placed on the privacy and security of personal information. Service excellence is achieved through the integration of automation, simplification and streamlining of processes. By taking this citizen-centric view to client service, the employment insurance programme has taken advantage of the opportunities presented by advances in telephony and the Internet to provide services in an efficient, effective manner, focusing on meeting the needs and expectations of citizens.
Impact: The employment insurance programme adjudicates approximately 2.8 million applications per year and processes in the area of 18 million bi-weekly reports from clients. Clients are now able to complete all of the actions necessary for employment insurance benefits (apply for benefits, make direct payments to their bank and account of choice, prepare bi-weekly reports and obtain programme information) via the Internet.

The use of the Internet has produced savings in telephony costs as clients no longer have to call the Call Centre to file bi-weekly reports or to receive general information about their claim. The objective of paperless processing has been achieved by eliminating the printing of all applications received electronically. Furthermore, electronic tools have been developed for staff, which enable them to increase the development of a complete electronic file, thereby reducing paper and storage costs.

Completing a paper Record of Employment (ROE) can take a payroll professional as much as 20 minutes, including printing, depending on the complexity of the issues surrounding the separation from employment. Using Web technology, as many as 1,800 ROEs can be processed in a single transaction. As an example, one employer recently indicated that it had finalized 900 ROEs in 30 minutes whereas in the past, this process would have taken days to complete.

In 2005, the Record of Employment on the Web (ROE Web) was available to all Canadian employers and currently has 25,000 businesses registered. By the end of the 2005-2006 fiscal year, it is anticipated that more than one million ROEs will have been submitted electronically by the business sector. The reliability of the Government of Canada Secure Channel is helping to attract and maintain employers who use the ROE Web service.
Source: Government On-Line Initiative, Public Works and Government Services Canada
Project Home URL: http://www.hrsdc.gc.ca/asp/gateway.asp?hr=en/ei/employers/roe_web.shtml&hs=rxr

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