Employment Insurance service quality review : making citizens central : report. : Em16-11/2017E-PDF

"After the current government was elected in October 2015 it committed to improving the quality and timeliness of services Canadians receive. It began this work immediately through Budget 2016 by committing to enhance the performance of the Employment Insurance (EI) program by investing $19 million in program responsiveness and $73 million in Call Centres, in addition to undertaking a number of measures to improve the program for Canadians such as reducing the EI waiting period from two weeks to one and eliminating the 2012 rule changes to suitable employment and job search requirements. The Government also committed to improving service to Canadians through the development of a Government of Canada service strategy that aims to put the client first. The Government is delivering on that commitment by first reviewing how Service Canada can provide better EI services to Canadians most in need. In support of this, the Government took action by launching a nationwide consultation process on the quality of service provided to Canadians by the EI program, the Employment Insurance Service Quality Review (SQR)"--Executive summary, p. 3.

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