Why CCSA?

Shifts in client demographics and health needs made it clear that further evolution in VAC Client Services was required to enable us to meet changing client needs. Some factors driving the changes included:

• Changing client profile - the advancing age of wartime veterans combined with a higher number of Canadian Forces pension clients with complex service needs required a more personalized and caring service approach;
• Increasing and changing staff workloads resulting from changes in our clients' life situations required that services and benefits be organized and delivered differently;
• A lack of service standards across the organization to ensure that veterans receive a consistent quality and level of service regardless of where they live in Canada;

Adoption of a service philosophy that emphasizes client self-determination, autonomy, informed choice and an orientation that tries to build on client strengths and resources will meet the goal of improving the quality of life for the clients and their families;

A Client Centred Approach will also capitalize on opportunities to integrate our service delivery within the new Client Service Delivery Network.