In January 2011, the Audit & Evaluation Division commenced a Risk Assessment of Information Management within the Department. The purpose of this Risk Assessment was to provide Senior Management with a comprehensive analysis of all aspects of information management within the Department to ensure that Veterans Affairs Canada had appropriately responded to all potential risks. A total of 14 entities relating to Information Management were analyzed utilizing risk assessment methodology developed by the Office of the Comptroller General.

As part of the ongoing monitoring and evaluation of service delivery, a cyclical audit was conducted to review the activities of the Quebec District Office (DO), the management control framework and the information used for decision making purposes. The Quebec DO was selected based on criteria set by senior management. The objectives of the 2009-2010 audit are: * Examine the application and implementation of new delegated authorities for Area Counsellors (ACs) (Fall 2009); * Verify the efficiency of the delivery of the rehabilitation program and the integrity of internal controls over its adjudication; * Verify internal controls over the award and delivery of Veterans Independence Program’s (VIP) home care services to Canadian Forces (CF) Veterans; * Assess the adequacy of the management control framework for long term care (i.e. oversight, functional direction, reporting and internal controls). The audit focussed primarily on the implementation of the new delegation of authority at the Quebec DO and on delivery of the Rehabilitation, VIP and Long Term Care (LTC) Programs.

The Employee Compensation Audit was part of the 2009/2010 Veterans Affairs Canada Audit Plan approved by the Deputy Minister (DM). As part of the design process, a preliminary survey was conducted to determine the areas of pay that have the highest level of risk for the department. As a result, Regular pay, Overtime Pay and Acting Pay were included in the audit.

The Ex Gratia Payments Audit was recommended for inclusion in the Veterans Affairs Canada (VAC) Multi-Year Risk-Based Internal Audit Plan 2010-2013 by VAC’s Departmental Audit Committee (DAC) on March 18, 2010. The purpose of the audit was to examine the adequacy of controls put in place for the processing of applications for ex gratia payments. The audit fieldwork was substantially completed on December 15, 2010. Ex gratia payments are one-time payments for a fixed duration of time and stringent pre-set eligibility and entitlement criteria are applied. In recent years, VAC has budgeted $135M for these programs. The majority of the work in this audit focused on the most recent payment, i.e., Agent Orange ex gratia payments. In September 2007, the Minister of Veterans Affairs announced a $20,000 ex gratia payment related to the testing of unregistered US military herbicides, including Agent Orange, at Canadian Forces Base Gagetown in 1966 and 1967.

In 2012, Veterans Affairs Canada (VAC) and Service Canada entered into a Partnership whereby Service Canada would use their web, in-person and telephone services to provide general information on VAC’s benefits and services to individuals who visit Service Canada’s website, visit a Service Canada Centre or call VAC’s toll-free line. In addition, Service Canada would accept and review applications for the Disability Benefits Program and the Veterans Independence Program (VIP). The intention of the Partnership was that Veterans would have broader access to VAC’s services on the web, in-person and on the phone. By having Service Canada answer general inquiries on VAC’s behalf, it was expected that VAC would be able to re-focus their resources on more complex cases. The Partnership was also intended to increase points of access for VAC Services, particularly for residents in rural and remote areas. In addition, Service Canada would use their expertise and experience with all Government of Canada programs and bundle VAC’s information with a broader array of related Government of Canada programs and services. In February 2014 the Partnership was expanded to include employee hosting services, whereby Service Canada would provide office and meeting space for a VAC representative to be co-located in the Service Canada Centre closest to each of the VAC area offices that were closing. As part of the approval of the Partnership, an evaluation was required which would assess whether applicable service standards for Veterans had improved, whether resources were effectively refocused on improving case management and if efficiencies had materialized that could provide longer term operational savings without reducing the level of service to Veterans. The evaluation would also determine if there was compliance with the documented agreement between VAC and Service Canada, and identify any areas for improvement.

Healthcare professional service contractors are individuals with “significant training, qualifications and expertise in a professional field.” With the support of Public Works and Government Services Canada, these contractors are used to obtain expert knowledge and to complement the existing workforce. At Veterans Affairs Canada (VAC), these healthcare professional service contractors review or conduct assessments of Veterans' health needs for services or benefits as well as provide consultation with VAC staff. During the 2012/13 fiscal year, there were 55 healthcare professional service contracts for Occupational Therapists, Nurses, Doctors and a Dentist, excluding those at Ste. Anne’s Hospital. The purpose of the audit was to provide assurance that the departmental activities relating to healthcare professional service contracts were conducted in compliance with VAC procedures, and Treasury Board (TB) policies and regulations. Overall governance and the payment process were also assessed. Fieldwork was conducted from April to July 2013.

This evaluation of the Health Care Benefits and Services Program was conducted in accordance with Veterans Affairs Canada's (VAC) approved multi-year, risk-based Evaluation Plan 2012-2017. The Health Care Benefits and Services Program, commonly referred to as the Treatment Benefits Program, provides Veteran recipients with access to extended health care. There are 14 benefits and services groups comprising a wide range of offerings. An overview of the benefits and services can be found in Appendix A. The evaluation examined the relevance and performance of the Program, and was conducted in accordance with Treasury Board policy requirements and related Treasury Board Secretariat guidance material. The evaluation findings and conclusions are based on the analysis of multiple lines of qualitative and quantitative evidence.

Business Continuity Planning (BCP) involves the development and timely execution of plans, measures, procedures and arrangements to ensure minimal or no interruption to the availability of critical services and assets. Business continuity plans outline the strategies, resources, and procedures required to restore critical services to the public, as quickly and effectively as possible. The objective of this audit was to assess Veterans Affairs Canada’s compliance with Treasury Board requirements for Business Continuity Planning. The scope covered the status of Business Continuity Planning within the Department as at December 31, 2013.

In 2011, Veterans Affairs Canada initiated a five-year Transformation Agenda to respond to the changing needs and expectations of the Veteran population. The goal was to fundamentally change how the Department delivers programs and services. The targeted efforts of the Department included overhauling service delivery, simplifying processes and cutting red tape for Veterans. To simplify the process for Veterans and expedite decision making, Veterans Affairs Canada case managers were given the responsibility to make medical/psychosocial decisions for Rehabilitation Program participants and to properly document these decisions. By delegating this new authority to the level closest to program recipients, case managers were expected to be more efficient and effective in responding to Veterans' needs and be more empowered in their position. To assist staff in making these decisions, the Department developed training courses for staff and introduced tools such as the six-step decision-making model. Recent internal audits have identified risks relating to the absence of quality assurance on decisions and the lack of supporting documentation on files. Veterans Affairs Canada must ensure that there are sufficient internal controls and that staff are complying with the directives of the Department when making decisions. Through interviews, documentation review, and an analysis of 120 sample files, this audit provides assurance that the delegated decision-making controls are working as intended to deliver planned results in accordance with related authorities.

This evaluation of the Intermediate and Long Term Care Programs was conducted in accordance with the approved Veterans Affairs Canada Multi-Year Risk-Based Evaluation Plan 2012-2017. The Veterans Independence Program Intermediate Care (VIP IC) Program and the Long Term Care (LTC) Program, hereinafter referred to as "the Programs", support eligible Veterans and other individuals who require facility-based long term care. There are two types of beds under the Programs: community beds and contract beds. Community beds are beds in a facility operated by health authorities, private and not-for-profit sectors. Contract beds are beds that are set aside in a community facility pursuant to a contractual arrangement between the facility and VAC. Eligibility for these bed types varies. Community beds fall under both the VIP IC Program and the LTC Program, while Contract beds fall solely under the mandate of the LTC Program. The evaluation examined the relevance and performance of the Programs, and was conducted in accordance with Treasury Board policy requirements and guidance material. The evaluation findings and conclusions are based on the analysis of multiple lines of qualitative and quantitative evidence.