The evaluation of the Disability Benefits program was conducted in accordance with the Veterans Affairs Canada (VAC) Multi-Year Risk-Based Evaluation Plan 2014–19. The objective of the Disability Benefits program is to compensate Veterans/members and other individuals in recognition of the effects of service-related disabilities, death or incarceration/evasion/escape. The Disability Benefits program consists of both the Disability Pension and the Disability Award. The Pension Act of 1919 provides the framework for the Disability Pension (DP) which is a tax-free monthly payment, with the amount of the payment based on the extent of the Veteran's diagnosed medical disability related to their service. The Disability Award (DA), established in 2006 as part of the New Veterans Charter (NVC), provides injured members and Veterans with a tax-free cash award for an injury or illness resulting from military service. The amount of the award will depend on the severity of the disability. The Disability Benefits program provides a gateway to other VAC programs, services and benefits.

The Federal Health Claims Processing System is the automated system that processes health claims for Veterans Affairs Canada, the Department of National Defence and the Royal Canadian Mounted Police. To administer this large and complex system, Public Works and Government Services Canada contracts the services of a private health insurer, Medavie Blue Cross. Of the three departments, Veterans Affairs Canada is the largest user accounting for 87% of the total volume of claims processed. In 2010/11, there were 13.5 million claims processed for Veterans Affairs Canada at a value of $640 million. To protect the financial integrity of the claims processed, Medavie Blue Cross is contractually obligated to conduct investigative services of the 170,000 health care providers registered to deliver benefits or services to Veterans. The National Investigative Unit, within Medavie Blue Cross, conducts various audit activities to ensure that the health care providers are complying with the requirements. These activities include: * analyzing claims data to identify providers whose billing practices may not comply with the requirements; * distributing letters to Veterans to verify that benefits and services billed were actually received; * mail audits requesting providers to submit additional documentation to support a claim submitted; and * on-site audits where investigators will travel to the health care provider's business to meet with the staff and review the supporting documentation on location. The purpose of these audit activities is to identify potential recoveries, educate health care providers on the billing requirements and act as deterrent to improper billing practices.

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.

Since 1981, Veterans Affairs Canada has administered a community-based, national program to eligible Veterans, their families, and other primary care-givers. These services include home care, home adaptations, ambulatory health care, and intermediate nursing home care. Now known as the Veterans Independence Program, it offers self-managed care in co-operation with provinces and regional health authorities. The program allows eligible Veterans, their families, and other primary care-givers to focus on maintaining their health, independence, and their quality of life. Every effort is being made to integrate the Veterans Independence Program administration with provincial and local resources to ensure a cost-efficient choice of service is available and to avoid duplication of service delivery. Veterans Affairs Canada is responsible for setting up and amending the contribution arrangements while an external Contractor, Medavie Blue Cross, is responsible for processing the claims. In the Spring of 2011, Senior Management requested an audit of the Veterans Independence Program reimbursement process to identify opportunities to further improve the process. This audit builds off the results of a 2010 audit of Veterans Independence Program and is focused on a single objective to assess the efficiency and effectiveness of the reimbursement process. The scope covered the period from November 2010 to April 2011.

In accordance with the Veterans Affairs Canada Evaluation Plan (2011-2016) approved by the Departmental Evaluation Committee, the Audit and Evaluation Division was tasked with conducting the evaluation of the Memorials and Cemetery/Grave Maintenance Program. The Memorials and Cemetery/Grave Maintenance Program preserves the memory of deceased Canadians who served their country during war and peace by maintaining symbols of remembrance in perpetuity. This includes responsibility for the 14 memorials to the First and Second World Wars in Europe, the graves of Canadian war dead all over the world, the graves of Veterans and some others buried at the expense of Canada located throughout the world, and two departmental Veterans’ cemeteries in Canada. Two unique memorials to those who died in service to Canada, the Books of Remembrance and the Canadian Virtual War Memorial (CVWM) are also maintained through this program. The evaluation examined the relevance, effectiveness/success, efficiency and economy of the program, and was conducted in accordance with Treasury Board Secretariat (TBS) requirements and guidance materiel.

The Veterans Affairs Canada Health Care Benefits Program provides eligible Veterans and other qualified individuals with benefits and services, such as medical, surgical and dental care, prosthetic devices and home adaptations, through 14 Programs of Choice. Under the Veterans Health Care Regulations and Canadian Forces Members and Veterans Re-establishment and Compensation Act, eligible Veterans and other qualified individuals have access to benefits and services, such as medical, surgical and dental care, prosthetic devices and home adaptations. Related Health Services are services provided by health care professionals other than physicians, dentists and nurses. Examples of these types of services include occupational therapy, physiotherapy, massage therapy, chiropractic, acupuncture, speech language pathology and psychological counseling. The objective of this audit was to assess Veterans Affairs Canada’s management control framework, and compliance with applicable policies and processes, and to identify any potential opportunities to improve efficiency of decision making for Related Health Services. The scope covered transactions processed from April 1, 2012 to March 31, 2013.

The *Access to Information Act* gives Canadian citizens and corporations the right to have access to federal government records, subject to certain specific exceptions. The *Act* complements but does not replace other procedures for obtaining government information. It is not intended to limit in any way the access to government information that is normally available to the public upon request. These annual reports on the administration of the *Access to Information Act* describes how Veterans Affairs Canada (VAC) and the Office of the Veterans Ombudsman (OVO) fulfilled their responsibilities under the *Access to Information Act* during each fiscal year beginning April 1 and ending March 31.