With regard to Employment Insurance (EI) for fiscal year 2014-15: (a) what was the volume of EI applications in total and broken down by (i) region or province where the claim originated, (ii) the number of claims accepted and the number of claims rejected, (iii) month; (b) what was the average processing time for EI applications in total and broken down by (i) region or province where the claim originated, (ii) month; (c) how many applications waited more than 28 days for a decision and, for these applications, what was the average wait time for a decision, in total and broken down by (i) region or province where the claim originated, (ii) month; (d) what was the volume of calls to EI call centres in total and broken down by (i) month, (ii) region or province; (e) how many calls were made to EI call centres that received a “high volume“ message, in total and broken down by (i) month, (ii) region or province; (f) what were the national service level standards for calls answered by an agent at EI call centres, broken down by month; (g) what were the actual service level standards achieved by EI call centres for calls answered by an agent, broken down by (i) month, (ii) region or province; (h) what were the service standards for call backs from EI processing staff, broken down by month; (i) what were the service standards achieved by EI processing staff for call backs, broken down by (i) month, (ii) region or province; (j) what was the average number of days for a call back by EI processing staff, broken down by (i) month, (ii) region or province; (k) what was the number and percentage of term employees, and the number and percentage of indeterminate employees, working at EI call centres and processing centres; (l) what was the rate of sick leave use among EI call centre and processing centre employees; (m) what was the number of EI call centre and processing centre employees on long term disability; (n) what was the number of overtime hours worked by call centre employees; (o) how many of the additional 300 staff in EI processing have been hired, in total and broken down by (i) month, (ii) location; (p) how many of the 100 additional staff in EI call centres have been hired, in total and broken down by (i) month, (ii) location; (q) who authored the report on EI processing; (r) what is the Table of Contents for the report; (s) will the government make the report public; (t) how many complaints did the Office of Client Satisfaction receive, broken down by (i) month, (ii) region or province where the complaint originated; (u) how long, on average, did a complaint take to investigate and resolve, broken down by month; and (v) what were the major themes of the complaints received?

Robert Chisholm

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Routine Proceedings

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