Annex 4: Program Administration

Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2021 and ending March 31, 2022: Annex 4:

List of abbreviations
Annex 4.3.1a – Points of service for EI Program delivery
Annex 4.3.1b – Service delivery: In-person Employment Insurance requests (in millions)
Annex 4.3.1c – Service delivery: eServiceCanada EI requests (in thousands)
Annex 4.3.1d – Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
Annex 4.3.1e – Community Outreach and Liaison Services: All EI information sessions – citizens (number)
Annex 4.3.1f – Community Outreach and Liaison Services: employers reached (number)
Annex 4.3.1g – Community Outreach and Liaison Services: work-sharing sessions – citizens (number)
Annex 4.3.1h – Community Outreach and Liaison Services: Outreach Support Centre EI requests (in thousands)
Annex 4.3.2a – Call Centres: enquiries resolved via Employment Insurance voice response system (in millions)
Annex 4.3.2b – Call Centres: calls answered (Employment Insurance call centre) (in millions)
Annex 4.3.2c – Call Centres: client attempts to contact a call centre agent
Annex 4.3.2d – Call Centres: first contact resolution – Employment Insurance call centre
Annex 4.3.3a - Electronic services: applications submitted online (%)
Annex 4.3.3b – Service delivery: My Service Canada Account logins (in millions)
Annex 4.3.3c – Service delivery: EI claimants who accessed My Service Canada Account (%)
Annex 4.3.5a – Client experience survey: Evolution of service channel satisfaction
Annex 4.3.5b – Client experience survey: Evolution of overall EI satisfaction by region
Annex 4.3.5c – Client experience survey: Evolution service channel usage of EI clients in the "aware" stage
Annex 4.3.5d – Client experience survey: Evolution service channel usage of EI clients in the "apply" stage
Annex 4.3.5e – Client experience survey: Evolution service channel usage of EI clients in the "follow up" stage
Annex 4.4.1a – Electronic records of employment: % Distribution of paper records of employment versus electronic records of employment
Annex 4.4.1b – Electronic records of employment: new record of employment web registrations (number)
Annex 4.4.1c – Electronic records of employment: records of employment submitted electronically by employers (number)
Annex 4.4.2a – EI claims processing: claims processed (number)
Annex 4.4.2b – EI claims processing: speed of payment (%)
Annex 4.5.1a – EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
Annex 4.5.1b – 15-year overview of claimant errors
Annex 4.5.1c – 15-year overview of employer errors
Annex 4.5.1d – 15-year overview of Service Canada errors
Annex 4.6.2a – SST General Division - EI appeals
Annex 4.6.2b – SST General Division file complete to decision sent
Annex 4.6.2c – SST General Division decisions issued within 15 Days of hearing (excluding groups)
Annex 4.6.2d – SST General Division decisions issued within 15 days of hearing (including groups)
Annex 4.6.2e – SST General Division decisions disputed at the Appeal Division
Annex 4.6.2f – SST Appeal Division file complete to Leave to Appeal service standard - FY
Annex 4.6.2g – SST Appeal Division leave granted to final decision service standard - FY

List of abbreviations

This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2021 and ending March 31, 2022.

Abbreviations

AD: Appeal Division
ADR: Alternative Dispute Resolution
AI: Artificial Intelligence
ASETS: Aboriginal Skills and Employment Training Strategy
B: Beneficiary
B/C Ratio: Benefits-to-Contributions ratio
B/U: Beneficiary-to-Unemployed (ratio)
B/UC: Beneficiary-to-Unemployed Contributor (ratio)
BDM: Benefits Delivery Modernization
CAWS: Client Access Workstation Services
CCAJ: Connecting Canadians with Available Jobs
CCDA: Canadian Council of Directors of Apprenticeship
CCIS: Corporate Client Information Service
CEGEP: College of General and Professional Teaching
CEIC: Canada Employment Insurance Commission
CERB: Canada Emergency Response Benefit
CESB: Canada Emergency Student Benefit
CEWB: Canada Emergency Wage Subsidy
COEP: Canadian Out of Employment Panel Survey
COLS: Community Outreach and Liaison Service
CPP: Canada Pension Plan
CRA: Canada Revenue Agency
CRB: Canada Recovery Benefit
CRCB: Canada Recovery Caregiving Benefit
CRF: Consolidated Revenue Fund
CRSB: Canada Recovery Sickness Benefit
CSO: Citizen Service Officer
CWLB: Canada Worker Lockdown Benefit
CX: Client Experience
EAS: Employment Assistance Services
EBSM: Employment Benefits and Support Measures
ECC: Employer Contact Centre
EI: Employment Insurance
EI-ERB: Employment Insurance Emergency Response Benefit
EICS: Employment Insurance Coverage Survey
EIPR: Employment Insurance Premium Ratio
eROE: Electronic Record of Employment
ESDC: Employment and Social Development Canada
eSIN: Electronic Social Insurance Number
FY: Fiscal Year
G7: Group of Seven
GDP: Gross Domestic Product
GIS: Guaranteed Income Supplements
HCCS: Hosted Contact Centre Solution
HR: Human Resources
ID: Identification
IQF: Individual Quality Feedback
IS: Income Security
ISET: Indigenous Skills and Employment Training
IVR: Interactive Voice Response
JCP: Job Creation Partnerships
LFS: Labour Force Survey
LMDA: Labour Market Development Agreements
LMI: Labour Market Information
LMP: Labour Market Partnerships
LWF: Longitudinal Worker File
MAR: Monitoring and Assessment Report
MBM: Market Basket Measure
MIE: Maximum Insurable Earnings
MSCA: My Service Canada Account
NAICS: North American Industry Classification System
NESI: National Essential Skills Initiative
NIS: National Investigative Services
NOM: National Operating Model
NQCP: National Quality and Coaching Program
OAG: Office of the Auditor General of Canada
OAS: Old Age Security
OSC: Outreach Support Centre
PAAR: Payment Accuracy Review
PEAQ: Processing Excellence, Accuracy and Quality
PPE: Premium-paid eligible individuals
PRAR: Processing Accuracy Review
PRP: Premium Reduction Program
PTs: Provinces and Territories
QPIP: Quebec Parental Insurance Plan
RAIS: Registered Apprenticeship Information System
RCMP: Royal Canadian Mounted Police
R&I: Research and Innovation
ROE: Record of Employment
ROE Web: Record of employment on the web
RPA: Robotics Process Automation
SAT: Secure Automated Transfer
SCC: Service Canada Centre
SD: Skills Development
SD-A: Skills Development – Apprenticeship
SD-R: Skills Development – Regular
SDP: Service Delivery Partner
SEPH: Survey of Employment, Payrolls and Hours
SIN: Social Insurance Number
SIR: Social Insurance Registry
SRS: Simple Random Sampling
SST: Social Security Tribunal
STDP: Short-term disability plan
SUB: Supplemental Unemployment Benefit
TRF: Targeting, Referral and Feedback
TTY: Teletypewriter
TWS: Targeted Wage Subsidies
U: Unemployed
UC: Unemployed contributor
UV: Unemployment-to-vacancy
VBW: Variable Best Weeks
VER: Variable Entrance Requirement
VRI: Video Remote Interpretation
WCAG: Web Content Accessibility Guidelines
WWC: Working While on Claim

Annex 4.3.1a – Points of service for EI Program delivery

Points of service for EI Program delivery¹
Region	FY1718	FY1819	FY1920	FY2021^*	FY2122^**	% Change²
Atlantic	84	84	84	84	57	-32.1%
Quebec	93	92	92	93	75	-19.4%
Ontario	167	165	163	162	87	-46.3%
Western	214	238	240	240	113	-52.9%
Canada	558	579	579	579	332	-42.7%

Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
¹The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Scheduled Outreach sites.
²Percentage change between FY2021 and FY2122.
Service Delivery Partners and Service Canada Community Offices, Service Canada Centre – Passport Services sites might also provide some limited EI support.
^*Due to the COVID-19 pandemic response, Scheduled Outreach sites were not accessible to clients during these periods. The FY2021 data included the scheduled outreach sites that closed during the COVID-19 pandemic.
^**As of March 31, 2022, the Scheduled Outreach sites had not been reactivated due to COVID-19 health and safety measures, they are not included in the total.

Annex 4.3.1b – Service delivery: In-person Employment Insurance requests (in millions)

Service delivery: In-person Employment Insurance requests¹ (in millions)
Region	FY1718	FY1819	FY1920	FY2021³	FY2122	% Change²
Atlantic	0.6	0.6	0.6	0.09	0.14	55.6%
Quebec	1.2	1.2	1.2	0.28	0.36	28.6%
Ontario	0.9	0.9	1.0	0.16	0.17	6.3%
Western	1.2	1.1	1.1	0.18	0.21	16.7%
Canada	3.9	3.8	3.9	0.7	0.88	26.0%

Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
¹These values could reflect multiple requests by the same client. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
²Percentage change between FY2021 and FY2122.
³As a result of the pandemic, the Service Canada Centres were closed in March 2020. EI volumes for 2021 to 2022 only include activities that occurred in Service Canada Centres as a result of an appointment or since their staggered reopening that began in July 2020. In response to the pandemic, eServiceCanada was launched in March 2020, enabling clients to request assistance for EI via an online form. Once a form was submitted, an officer would call the client within 2 business days to either provide the client assistance or, if necessary, make an appointment to see an officer in a Service Canada Centre; note that eServiceCanada volumes are not included in this table.

Annex 4.3.1c – Service delivery: eServiceCanada EI requests (in thousands)

Service delivery: eServiceCanada EI requests ^{1, 2} (in thousands)
Region	FY2021³	FY2122	%Change⁴
Atlantic	556	134	-75.8%
Quebec	353	203	-42.5%
Ontario	528	257	-51.3%
Western	160	273	70.8%
Requests from outside of Canada	5	7	40.0%
Canada	1,603	875	-45.4%

Note: Totals may not add up due to rounding.
Source: Service Canada, eServiceCanada, Employment Insurance (EI) administrative data from Microsoft Dynamics.
¹These values could reflect multiple requests by the same client. Data include all EI services requested by clients as they complete the eServiceCanada form on Canada.ca.
²The total for Canada includes over 5,000 requests from outside of Canada.
³The service request totals correspond to requests made by nearly 1.3 million EI clients.
⁴Percentage between FY2021 and FY2122.

Annex 4.3.1d – Community Outreach and Liaison Services: workers facing mass layoffs reached (number)

Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	807	781	1,437	249	116	-53.4%
Quebec	3,607	2,811	3,018	5,864	2,561	-56.3%
Ontario	3,659	2,363	3,720	1,239	1,158	-6.5%
Western	2,507	1,247	2,494	1,624	51	-96.9%
Canada	10,580	7,202	10,669	8,976	3,886	-56.7%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.1e – Community Outreach and Liaison Services: All EI information sessions – citizens (number)

Community Outreach and Liaison Services: All EI information sessions – citizens (number)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	106	115	155	116	78	-32.8%
Quebec	274	197	271	381	251	-34.1%
Ontario	440	228	380	208	93	-55.3%
Western	216	156	170	121	44	-63.6%
Canada	1,036	696	976	826	466	-43.6%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.1f – Community Outreach and Liaison Services: employers reached (number)

Community Outreach and Liaison Services: employers reached (number)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	70	21	109	156	38	-75.6%
Quebec	134	120	272	1,704	716	-58.0%
Ontario	284	105	298	1,943	625	-67.8%
Western	47	32	86	498	90	-81.9%
Canada	535	278	765	4,301	1,469	-65.8%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.1g – Community Outreach and Liaison Services: work-sharing sessions – citizens (number)

Community Outreach and Liaison Services: work-sharing sessions – citizens (number)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	7	4	12	84	21	-75.0%
Quebec	57	48	65	238	142	-40.3%
Ontario	23	18	48	39	10	-74.4%
Western	0	0	10	3	0	-100.0%
Canada	87	70	135	364	174	-52.2%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.1h – Community Outreach and Liaison Services: Outreach Support Centre EI requests (in thousands)

Community Outreach and Liaison Services: Outreach Support Centre EI requests¹ (in thousands)
Region	FY2021	FY2122
Atlantic	1.4	0.8
Quebec	3.3	2.2
Ontario	4.2	1.9
Western	20.8	11.5
Canada	29.7	16.5

Note: Totals may not add up due to rounding.
Source: Services Canada, Outreach Support Centre, Employment Insurance (EI) administrative data from ATOM.
¹These values could reflect multiple requests by the same client.

Annex 4.3.2a – Call Centres: enquiries resolved via Employment Insurance voice response system (in millions)

Call Centres: enquiries resolved via Employment Insurance voice response system (in millions)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Canada	16.6	15.9	19.8	25.6	14.1	-44.8%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.2b – Call Centres: calls answered (Employment Insurance call centre) (in millions)

Call Centres: calls answered (Employment Insurance call centre) (in millions)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Canada	4.6	4.6	4.4	5.6	7.2	+27.9%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.2c – Call Centres: client attempts to contact a call centre agent

Call Centres: client attempts to contact a call centre agent
Fiscal Year	FY1819	FY1920	FY2021	FY2122
Attempts to speak to an agent	8,817,886	14,006,552	21,580,151	9,429,023
Calls that could not access the agent queue	3,189,609	8,298,993	10,816,735	117,325
Abandoned calls	979,761	1,303,770	5,150,382	2,132,887
Call answered by an agent	4,648,516	4,403,789	5,613,034	7,178,811

Source: Employment and Social Development Canada.

Annex 4.3.2d – Call Centres: first contact resolution – Employment Insurance call centre

Call Centres: first contact resolution – Employment Insurance call centre
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	Change¹
Canada	80.7%	81.5%	77.3%	84.9%	83.4%	-1.5%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.3a - Electronic services: applications submitted online (%)

Electronic services: applications submitted online (%)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	99.2	99.3	99.2	98.6	98.2	-0.4%
Quebec	98.5	98.6	98.9	98.1	97.4	-0.8%
Ontario	98.9	98.8	99.2	98.6	97.8	-0.9%
Western	98.9	99	99.2	98.6	97.9	-0.7%
Canada	98.8	98.9	99.1	98.5	97.7	-0.8%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.3b – Service delivery: My Service Canada Account logins (in millions)

Service delivery: My Service Canada Account logins¹ (in millions)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change²
Canada	28.8	32.2	37.2	80.1	38.2	-52.3%

Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
¹Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
²Percentage change between FY2021 and FY2122.

Annex 4.3.3c – Service delivery: EI claimants who accessed My Service Canada Account (%)

Service delivery: EI claimants who accessed My Service Canada Account (%)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Canada	35.2%	38.0%	39.1%	34.8%	28.0%	-19.5%

Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.3.5a – Client experience survey: Evolution of service channel satisfaction

Client experience survey: Evolution of service channel satisfaction
EI service channel satisfaction	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
In-Person channel satisfaction	80%	80%	82%	77%	73%	-4%
Online channel satisfaction	79%	79%	71%	77%	71%	-6%
Specialized Call Centre channel satisfaction	85%	74%	59%	70%	63%	-7%

Source: Service Canada Client Experience Survey 2020-21.
¹Percentage difference between FY2021 and FY2122.

Annex 4.3.5b – Client experience survey: Evolution of overall EI satisfaction by region

Client experience survey: Evolution of overall EI satisfaction by region
Overall and regional EI program satisfaction	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	92%	83%	74%	89%	78%	-11%
Quebec	88%	85%	84%	81%	75%	-6%
Ontario	82%	79%	75%	86%	75%	-11%
West/Territories	75%	77%	74%	81%	76%	-5%
Canada	83%	80%	77%	84%	76%	-8%

Source: Service Canada Client Experience Survey 2020-21.
¹Percentage difference between FY2021 and FY2122.

Annex 4.3.5c – Client experience survey: Evolution service channel usage of EI clients in the "aware" stage

Client experience survey: Evolution service channel usage of EI clients in the "aware" stage
Service channel	FY1718	FY1819¹	FY1920	FY2021	FY2122	% Change²
In-Person	35%	-	42%	13%	14%	1%
Online	60%	-	71%	83%	83%	0%
Specialized Call Centre	19%	-	20%	20%	19%	-1%
Mail	8%	-	8%	8%	11%	3%
eServiceCanada	-	-	-	7%	6%	-1%

Source: Service Canada Client Experience Survey 2020-21.
¹Data not available for FY1819.
²Percentage difference between FY2021 and FY2122.

Annex 4.3.5d – Client experience survey: Evolution service channel usage of EI clients in the "apply" stage

Client experience survey: Evolution service channel usage of EI clients in the "apply" stage
Service channel	FY1718	FY1819¹	FY1920	FY2021	FY2122	% Change²
In-Person	35%	-	44%	7%	8%	1%
Online	87%	-	69%	94%	94%	0%
Specialized Call Centre	22%	-	15%	16%	19%	3%
Mail	6%	-	3%	3%	5%	2%
eServiceCanada	-	-	-	5%	6%	1%

Source: Service Canada Client Experience Survey 2020-21.
¹Data not available for FY1819.
²Percentage difference between FY2021 and FY2122.

Annex 4.3.5e – Client experience survey: Evolution service channel usage of EI clients in the "follow up" stage

Client experience survey: Evolution service channel usage of EI clients in the "follow up" stage
Service channel	FY1718	FY1819¹	FY1920	FY2021	FY2122	% Change²
In-Person	35%	-	40%	11%	17%	6%
Online	52%	-	62%	56%	59%	3%
Specialized Call Centre	61%	-	75%	71%	79%	8%
Mail	7%	-	11%	9%	6%	-3%
eServiceCanada^*	-	-	-	34%	31%	-3%

Source: Service Canada Client Experience Survey 2020-21.
¹Data not available for FY1819.
²Percentage difference between FY2021 and FY2122.
^*eServiceCanada was not yet in place for FY1718 to FY1920.

Annex 4.4.1a – Electronic records of employment: % Distribution of paper records of employment versus electronic records of employment

Electronic records of employment: % Distribution of paper records of employment versus electronic records of employment
Fiscal Year	eROEs – Canada % total	Paper – Canada % total
FY1718	90.4	9.6
FY1819	92.3	7.7
FY1920	94.6	5.4
FY2021	95.6	4.4
FY2122	97.5	2.5
Year-by-Year Comparison¹	2.0	-

Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) – Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
¹This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.

Annex 4.4.1b – Electronic records of employment: new record of employment web registrations (number)

Electronic records of employment: new record of employment web registrations (number)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Canada	42,411	39,949	45,849	84,699	40,231	-52.5%

Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
¹Percentage change between FY2021 and FY2122.

Annex 4.4.1c – Electronic records of employment: records of employment submitted electronically by employers (number)

Electronic records of employment: records of employment submitted electronically by employers¹ (number)
Fiscal Year	FY1718	FY1819	FY1920	FY2021	FY2122	% Change²
Canada	9,290,983	9,800,954	12,808,991	12,237,632	12,203,454	-0.3%

Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
¹Electronic Records of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
²Percentage change between FY2021 and FY2122.

Annex 4.4.2a – EI claims processing: claims processed (number)

EI claims processing: claims processed (number)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	375,846	382,382	404,778	678,144	407,942	-39.8%
Quebec	764,175	767,231	914,938	2,014,639	917,832	-54.4%
Ontario	865,308	875,406	1,066,065	2,873,316	1,148,588	-60.0%
Western	778,727	786,678	939,753	2,392,358	912,839	-61.8%
Canada	2,784,056	2,811,697	3,325,534	7,958,457	3,387,201	-57.4%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.4.2b – EI claims processing: speed of payment (%)

EI claims processing: speed of payment (%)
Region	FY1718	FY1819	FY1920	FY2021	FY2122	% Change¹
Atlantic	88.0	86.6	86.8	93.1	88.3	-5.2%
Quebec	82.4	80.2	79.5	89.0	84.3	-5.3%
Ontario	81.3	79.3	79.7	88.8	86.2	-2.9%
Western	80.3	77.2	77.4	87.5	84.1	-3.9%
Canada	82.2	80.0	80.0	88.8	85.4	-3.8%

Source: Service Canada, Employment Insurance (EI) administrative data.
¹Percentage change between FY2021 and FY2122.

Annex 4.5.1a – EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)

EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
Fiscal Year	FY2021	FY2122
Total EI Benefit Payout	31.0B	37.8B
EI Payment Accuracy Rate	96.1%	94.0%

Errors by Sources	Estimated Financial Impact ($M) FY2021 (not weighted)	Estimated Error Rate FY2021 (not weighted)	Estimated Financial Impact ($M) FY2122 (weighted)	Estimated Error Rate FY2122 (weighted)
Claimant	$654.1	2.1%	$1.6B	4.2%
Employer	$300.4	1.0%	$226.0	0.6%
ESDC	$245.8	0.8%	$427.3	1.1%
Total	$1.2B	3.9%	$2.2B	6.0%

Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely error rate is calculated by applying the appropriate design weight to the errors identified in the monthly MUS and SRS samples.
Source: Employment and Social Development Canada.
March fiscal year-end results include both confirmed and potential monetary errors for overpayments and underpayments identified through the course of the payment accuracy review. Potential errors require additional actions to confirm whether an error has occurred. Until those actions are completed, they are captured as errors. Although Quality Services works diligently to resolve all potential errors by fiscal year-end, it is not always possible. The results presented in annex 4.5.1a reflect the most current results for both FY2021 and FY2122.

Annex 4.5.1b – 15-year overview of claimant errors

**15-year overview of claimant errors**
Fiscal year	Error Rate
FY0708	1.8%
FY0809	1.2%
FY0910	1.4%
FY1011	3.0%
FY1112	2.0%
FY1213	2.3%
FY1314	2.4%
FY1415	2.2%
FY1516	2.9%
FY1617	1.9%
FY1718	2.1%
FY1819	1.8%
FY1920	3.0%
FY2021	2.1%
FY2122	4.2%

Annex 4.5.1c – 15-year overview of employer errors

Annex 4.5.1c – 15-year overview of claimant errors - Text description follows — **15-year overview of employer errors**

**15-year overview of claimant errors**
Fiscal year	Error Rate
FY0708	1.4%
FY0809	1.4%
FY0910	1.4%
FY1011	1.1%
FY1112	1.8%
FY1213	2.7%
FY1314	1.7%
FY1415	1.3%
FY1516	2.4%
FY1617	1.5%
FY1718	1.2%
FY1819	1.3%
FY1920	0.8%
FY2021	0.9%
FY2122	0.6%

Annex 4.5.1d – 15-year overview of Service Canada errors

Annex 4.5.1d – 15-year overview of claimant errors - Text description follows — **15-year overview of employer errors**

**15-year overview of claimant errors**
Fiscal year	Error Rate
FY0708	2.2%
FY0809	1.6%
FY0910	1.1%
FY1011	1.9%
FY1112	1.0%
FY1213	0.9%
FY1314	0.5%
FY1415	1.0%
FY1516	0.8%
FY1617	1.3%
FY1718	0.8%
FY1819	0.8%
FY1920	1.7%
FY2021	0.8%
FY2122	1.1%

Annex 4.6.2a – SST General Division - EI appeals

SST General Division - EI appeals
Appeal information	Number of regular files	Number of group files	Total number of files
Appeals in progress on March 31,2021	265	322	587
Appeals received	3,139	98	3,237
Appeals concluded	2,560	22	2,582
Appeals in progress on March 31, 2022	844	398	1,242

Note: Volumes listed differ from the Progress Report due to the Progress Report excluding groups.

Annex 4.6.2b – SST General Division file complete to decision sent

SST General Division file complete to decision sent
Fiscal Year	Average of file complete to decision sent (days)	Percentage of Files Meeting Service Standard
FY1819	144	11.7% (538)
FY1920	51	58.9% (2163)
FY2021	37	79.4% (1441)
FY2122	43	68.8% (1661)

Note: The goal is to complete 80% of decision within 45 days from the date the appeal is filed with the Tribunal

Annex 4.6.2c – SST General Division decisions issued within 15 Days of hearing (excluding groups)

SST General Division decisions issued within 15 Days of hearing (excluding groups)
Fiscal Year	Average of hearing held to decision sent (days)	Percentage of Files Meeting Service Standard (Number of Files)
FY1819	23.6	11.7% (538)
FY1920	14.0	56.9% (2163)
FY2021	8.8	79.4% (1441)
FY2122	9.0	68.8% (1661)

Note: The goal is to complete 80% of decision within 15 days from when the hearing was held.

Annex 4.6.2d – SST General Division decisions issued within 15 days of hearing (including groups)

SST General Division decisions issued within 15 days of hearing (including groups)
Fiscal Year	Average of hearing held to decision sent (days)	Percentage of Files Meeting Service Standard (Number of Files)
FY1819	24.4	11.4% (538)
FY1920	27	50.2% (2164)
FY2021	9.1	77.5% (1442)
FY2122	9.0	68.8% (1662)

Note: The goal is to complete 80% of decision within 15 days from when the hearing was held.

Annex 4.6.2e – SST General Division decisions disputed at the Appeal Division

SST General Division decisions disputed at the Appeal Division
Appeal information	Number of regular files	Total number of files
Appeals in progress on March 31,2021	39	39
Appeals received	373	373
Appeals concluded	272	272
Appeals in progress on March 31, 2022	140	140

Annex 4.6.2f – SST Appeal Division file complete to Leave to Appeal service standard – FY

SST Appeal Division file complete to Leave to Appeal service standard - FY
Fiscal Year	Average of file complete to leave to appeal decision sent (days)	Percentage of Files Meeting Service Standard (Number of Files)
FY1819	48.1	74.2% (328)
FY1920	27.6	86.6% (432)
FY2021	21.6	94.8% (183)
FY2122	23.1	94.7% (267)

Note: The goal is to complete 80% of leave to appeal decision within 45 days that the appeal is received by the appeal division.

Annex 4.6.2g – SST Appeal Division leave granted to final decision service standard – FY

SST Appeal Division leave granted to final decision service standard - FY
Fiscal Year	Average of leave decision granted to final decision sent (days)	Percentage of Files Meeting Service Standard (Number of Files)
FY1819	144.2	62.7% (94)
FY1920	106.3	86.1% (211)
FY2021	77.1	96.5% (111)
FY2122	89.0	93.9% (107)

Note: The goal is to complete 80% of final decisions within 150 days from permission to appeal being granted.

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2023-05-26