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Service Canada processed 3.1 million initial and renewal Employment Insurance (EI) claims, a 17.8% increase over the previous year¹, with an improved payment accuracy rate of 95.7%.
Continued high levels of intake through the fourth quarter slightly outpaced processing capacity and led to a year-end result for 2008/09 of 79.1%, just 0.9 of a percentage point below the key performance indicator of 80% of claims processed within 28 days.
Over 3 million claimants filed their applications via the Application for Employment Insurance Benefits Online.
Almost all claimants (99.7%) used the electronic reporting services – Telephone Reporting Service and the Internet Reporting Service (a web-based bi-weekly reporting tool) – to complete 10,951,572 and 12,165,304 reports, respectively.
80.3% of claimants chose to receive their payments by direct deposit.
The Insurance Telephone Information Service answered 16.8 million enquiries for clients.
EI Call Centre employees responded to 6.5 million calls.
Citizen service officers in Service Canada Centres (SCCs) responded to 5.06 million enquiries.
Service Canada scheduled 72.3% of all appeals to the Board of Referees to be heard within 30 days of receipt of the appeal letter.
The EI program was delivered through more than 600 points of service and via telephone and the Internet.

As a result of automated claims processing, 97.2% of EI claims were registered on receipt. In addition, 707,462 (27.9%) of all initial claims and 315,854 (59.9%) of all renewal claims were processed with only partial manual intervention or fully automated for faster, more accurate payments and improved service to Canadians.
27,312 new businesses registered for Record of Employment on the Web (ROE Web), a web-based system for filing ROEs.
Employers produced nearly 4 million electronic ROEs using ROE Web and ROE Secure Automated Transfer (ROE SAT), a secure communication line for submitting unlimited ROE data.

The National Workload System (NWS), which allows Service Canada to move work across regions and channels for optimum efficiency, was piloted in Manitoba and Saskatchewan in 2007. The pilot was further expanded to include sites in the Ontario Region in 2008/09.

¹Additional statistics are available in the Human Resources and Skills Development Canada 2008-2009 Departmental Performance Report (Ottawa: HRSDC, 2009),
http://www.hrsdc.gc.ca/eng/publications_resources/dpr/dpr/index.shtml.