Common menu bar
Archived - Annual Report of Canada Pension Plan 2004-2005
Archived Content
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, please contact us to request an alternate format.
Improved Service Delivery
During 2004-05, SDC continued its efforts to help Canadians better understand public pensions and the retirement income system, and to encourage them to actively plan and prepare for their own retirement. Information on the CPP is available in print, on the Internet, in person at local offices, by phone, and at electronic kiosks in government offices and public buildings. Personalized contact with clients continued to receive high priority. In 2004-05, SDC issued personal CPP Statements of Contributions to more than 2.2 million contributors between the ages of 18 and 70. The statements were accompanied by information on the retirement income system in Canada.
In 2004-05, SDC continued to modernize CPP program delivery. With the multi-year Information Technology Renewal project, staff now have access to a consolidated view of complete CPP and OAS client and benefit information, benefit payment history and lifetime CPP contributions. In addition, fully automated adjudication (determination of eligibility and calculations of entitlement) has been introduced for CPP retirement benefits. Capabilities for automated adjudication of additional benefits will continue over the next several years. At the same time, the Department continues to focus on maintaining the existing CPP information technology systems.
CPP services are offered in person, by telephone, online and by mail. In 2004-05, staff received 61,432 disability applications. Decisions on 70 percent of all CPP disability applications, which are complex and require medical information, were made within 120 calendar days of receipt of the completed application. Improved communication with clients and their physicians helped staff make well-informed decisions and helped CPP disability applicants better understand the reasons for decisions. As a result, close to 80 percent of the applications for disability benefits in 2004-05 were finalized in the initial stages.
| National measures | Objective | 2004-05 National Average |
|---|---|---|
| CPP Retirement applications where the benefits were paid on time* | 85%
|
89%
|
| OAS Basic applications where the benefits were paid on time* | 90%
|
93%
|
| CPPD Initial decisions made within 120 calendar days | 75%
|
70%
|
| CPPD Reconsideration decisions made within 120 calendar days | 70%
|
67%
|
*“On time” refers to the application processed where benefits were paid out within one month of the application being received.
| Objective | 2004-05 National Average |
|
|---|---|---|
| Clients served by a service agent within 180 seconds of placing a call* | 95%
|
95.5%
|
* The objective is to serve clients within 180 seconds for 95 percent of calls.