Annual Report of the Canada Pension Plan 2001-2002
Looking to the Future
Some 300,000 new CPP applications are received each year and a significant increase is expected as our population ages. The challenge will be to improve service delivery to ensure that Canadians continue to receive timely, accurate and client-focused service. Long-term initiatives aimed at meeting that challenge are now underway.
CPP On-Line
CPP Online will support the objectives of the federal Government On-Line (GOL) initiative (the commitment to provide Canadians with full electronic access to key federal information and services by 2005). CPP Online initiatives include the implementation of a Web-based system that allows a wider range of inquiries and client transactions online. Six client groups - seniors, persons with disabilities, survivors, migrants, low-income pensioners, and contributors - will be the focal point for modernizing CPP service delivery over the decade. In this context, the importance of strengthening our technological framework is clear, especially since the fastest-growing group of Internet users is the seniors' population.
HRDC has made it a priority to update the systems that help deliver benefits. Evolving over the next four years, the systems will support better decision making by improving the information available to management, clients and staff through faster and more up-to-date technology. The improvements will further reduce the paper burden and the complexity of the application process.
Putting CPP information online is a multi-year project designed to provide Canadians with online access to information, data, and services essential to income security and retirement planning. A comprehensive review of legislation, regulations, policies, and procedures will lay the groundwork for an innovative, leading-edge approach to online services.
Online Services
Over the next two years, HRDC will offer a number of online service options for access to information and services that are essential to income security and retirement. These services will include:
Self-service options by Internet
In 2004, CPP clients will have secure online access to their personal information. They will be able to view and update their address and direct-deposit information online. The enhancement of these capabilities will continue, allowing more information to be viewed and updated in coming years.
Canadian Retirement Income Calculator upgrade
Canadians can estimate their retirement income using an online calculator. They now have access to an enhanced calculator that will incorporate their CPP contributor information. It will also offer additional complex CPP calculations along with alternative retirement, family or life-event scenarios. The calculator is available online.
Streamlined and automated CPP Statement of Contributions
CPP contributors will be able to request their Statement of Contributions online as of the spring of 2003 and will be able to view it online by the spring of 2004.
Simplifying the Application Process
Simplifying the application process for the CPP retirement pension is part of the planned service delivery improvements. The goal is to make the application process easier for clients through streamlined, client-driven and more effective services.
Making it easier to apply will be the first step in building a modern service system that is based on Canadians' needs and expectations. It will reduce the need for complex information and documentation with applications. As part of this initiative, HRDC will introduce services allowing clients to apply for benefits online.
Reaching All Canadians
Currently, HRDC's programs help millions of people in Canada every day. The Department's primary objective is to ensure that every Canadian receives the benefits to which he or she is entitled under its programs.
A multi-year strategy has been launched to ensure that all Canadians are aware of the benefits available and to help them more easily obtain those to which they are entitled.
Working in partnership with other departments and with private-sector organizations, the Department is extending its message as far as possible - especially to those who are difficult to contact through traditional methods. Staff will continue to work extensively with the various media (mainstream, ethnic and specialty). Advertisements, articles, radio and cable TV productions will all be used and, wherever possible, potential clients will be contacted directly through mailings, outreach initiatives and other means.