Session D2 Current and Emerging Issues from Service Canada. Presented by: Representatives from Service Canada

Transcription

1 Session D2 Current and Emerging Issues from Service Canada Presented by: Representatives from Service Canada

2 Current & Emerging Issues Presented by: Service Canada Topics ROE Web Update Re-vitalization of ROE Web Usability Committee Update on Secure Automated Transfer V4.0 ROE Web Future Enhancements Looking Forward Employer Contact Center 1

3 ROE Web Update ROE Web Online Registration: The new capability to enable online registration and transactions for departmental business-facing programs was successfully deployed November 2-3, Release 10.1 of ROE Web was implemented on May : The main change with this release is the update of the ROE Web application to define the changes required to the Web on-line form and to the ROE Web Payroll Extract file interface specifications in order to standardize the business rules across all ROE applications and provide only one set of specifications to vendors. Increased paper ROE controls were also included as per the audit committee recommendations. All ROE applications user guides have been updated to reflect the new changes in this release. ROE Web Online Form Changes Search Draft screen: searches are now performed by the Last Date Saved instead of the Last Date Created. Address Line 2: users are able to update this line. Special Payments duplicate entries: users are prevented from entering more than one instance of a Special Payment code online. The timeouts occurring when performing a search for Draft ROEs no longer occur. 2

4 ROE Payroll Extract Files Changes Import Functionality: All acceptable Payroll Extract files are exportable via the Import Functionality on the Summary page. Block 16: RFS code C Return to School has been removed as an option but will remain a valid option in the older versions of the Payroll Extract File. Code G Retirement has been renamed to G - Mandatory Retirement. ROEs that were originally submitted with Code G Retirement will be considered as G00 Mandatory retirement. A Comment must be entered in Block 18 when the code K00 Other or K15 Other/Canadian Forces - Queen's Regulations/Orders is selected in Block 16. ROE Payroll Extract Files Changes - Continued Block 17A: When an amount is provided, a code must also be provided. Block 17C: Code A -Anniversary Payouthas been removed but will remain in the older formats. Block 19: Four option types are now available. The user can only choose one of each special payment type and a single type may not be repeated. It is possible for an ROE to have 4 special payment types reported, but only one of each type is allowed. Reasons for rejection messages: When viewing the records which were rejected during the upload of a Payroll Extract file, users are now presented with an additional column which provides an explanation of why the record was rejected. 3

5 Online Form and ROE Payroll Extract Files Changes Validating the correct ROE is being amended: A validation is made to ensure the Social Insurance Number (SIN) and Serial Number in Block 2 on the amending ROE are the same as the SIN and Serial Number in Block 1 of the original ROE. If it is not the same, the ROE will not be submitted/be rejected. Non modifiable SIN (Block 8) on Amended ROEs: Users are no longer able to modify the SIN when amending a ROE. Block 19 Special Payments: Block 19 has been renamed to Paid Maternity/Parental/Compassionate Care/Parents of Critically Ill Children leave. Previously issued ROEs with Group Wage Loss Insurance will be displayed as Wage Loss Indemnity (Not EI Insurable). Online Form and ROE Payroll Extract Files Changes - Continued French term Paye vs. Paie: The French term «paye» has been replaced by «paie» where applicable in the ROE Web application. Block 5 (Canadian Revenue Agency (CRA) Business Number (BN)): The first 9 digits of Block 5 CRA BN cannot be equal to the SIN in Block 8. Viewing errors of submitted Payroll Extract Files: When users open a ROE using the online form to view errors of submitted Payroll Extract files, the errors identified within the Payroll Extract validation are now displayed. Addition of notification Messages: ROE Web now includes a secondary set of messages referred to as Notices which provide information about the ROE form or changes to data on the form. These notices are for information only and do not prevent the submission of an ROE. 4

6 Online Form and ROE Payroll Extract Files Changes - Continued Amending ROEs ROE was issued in a previous version or file format: all ROEs amended using the on-line version will be subject to the current edit and business rules. When amending a ROE, if a user has access to the 27 week ROE, it will be presented as the 27 week ROE unless they select the 53 week option. If the ROE was previously issued as a 27 week ROE and the user cannot select that option again, the ROE will be presented as the 53 week version and will be subject to those edits. Block 9: The postal code/zip code is now separated out. When amending a ROE, users will be required to enter the postal code in this field if it is not already pre-filled. Online Form and ROE Payroll Extract Files Changes - Continued Block 14 Expected Date of Recall: Code S -Unspecified is no longer a valid value. If a ROE was previously issued with code S, it will be converted to code U - Unknown. Code S will continue to be accepted in older versions of the Payroll Extract but will be displayed as U -Unknown on the printed ROE form. Block 16 Reason for Issuing this ROE: If the original ROE was issued with a code that is no longer valid, Block 16 will be blank and a message will be presented to the user indicating that the selected code is no longer valid and that they must select a valid code. Block 17C Other Monies: If the original ROE was issued with a code that is no longer valid, the user will be informed that he has to select a current/valid code/description. Users will also be informed when expired codes are automatically converted to a different code. 5

7 Re-vitalization of eroe Committee The ROE Web Usability Committee, comprised of Service Canada and CPA members has been revitalized and renamed the eroe User Group. A meeting was held on March 25, 2014 to discuss the new Payroll Extract File Specifications (2.0) which were implemented on May 31 st The group also discussed the ROE Web Assistant (Wizard) as well as the sun setting of 27-week format ROEs. ROE SAT 4.0 ROE Secure Automated Transfer (SAT) is a system used by large companies, primarily Payroll Service Providers (PSPs), to submit ROEs. Changes in version 4.0: standardization of the file layout with ROE Web addition of new business rules While the validation rules are new to the ROE SAT system, all of these ROE validation rules are supported by the guidance provided in the ROE Guide. 6

8 SAT V4.0 Sunset of Older Versions as of March 31, 2014 Service Canada, in consultation with Payroll Service Providers (PSPs), provided more than 2 years to make the necessary changes to comply with the requirements for SAT version 4.0. All previous versions of SAT were decommissioned as of March 31, Since April 1, 2014, all SAT users submit ROEs using version 4.0. Any SAT ROE that is being amended after the implementation of SAT 4.0 must meet the version 4.0 business rules. SAT V4.0 Specifications Currently, there are some rejection errors that prevent ROEs from being loaded into the ROE database and there are also warning messages that indicate the ROE failed a particular edit or validation rule when the ROE is still inserted into the ROE database. The rules that are warnings or rejects are identified in the ROE SAT 4.0 Interface Transaction Specifications. 7

9 ROE Web Future Enhancements New component of ROE Web ROE Web Assistant (Wizard) Step by step screens Help text and glossary Summary of information Collaboration with CPA and other employer organizations Business Rules Standardization Improved accuracy and quality of ROEs. Increased number of automated claims. eroes: Looking Forward Tentative plans are being made for an eroe promotional campaign in A promotional video on Online Registration will soon be available on various social media platforms and stakeholder websites. Work continues on engaging large employers and encouraging them to submit eroes. 8

10 Questions! Employer Contact Center 9

11 Employer Contact Centre - Background Service Canada delivers over 50 service offerings to employers. These service offerings have historically been delivered through individual points of contact, both locally and nationally. Example: Over 100 local and toll free Service Canada telephone numbers existed to deliver support to employers related to Records of Employment. Employers have expressed that they want to obtain comprehensive, accurate information about Service Canada programs without navigating multiple telephone numbers. Solution: The Employer Contact Centre (ECC) enhances service for employers by delivering employer service offerings through an accessible, national, single point of contact. Employer Contact Centre - History The ECC was launched on June 27, Initially launched with 2 sites, the ECC network is now comprised of 3 sites: Bathurst NB, Sudbury ON, and Vancouver BC. The ECC provides national service from 7 a.m. to 8 p.m. Eastern time. The ECC has answered over 1 million calls to date. On average, the ECC responds to 2,000 calls daily. 10

12 Employer Contact Centre - Initial Service Offerings The ECC was launched with the following 6 service offerings: ROE advice and guidance ROE Web support ROE orders Data Gateway support for Work-Sharing Data Gateway support for the Automated Earnings Reporting System (AERS) Data Gateway support for the Report on Hirings(ROH) program Employer Contact Centre - Benefits The ECC is a single point of contact for employer telephone enquiries, and simplifies program accessibility for employers. The ECC delivers multiple service offerings; integration of these offerings allows service bundling for employers. Consolidation of employer telephone enquiries in the ECC facilitates the standardization of call centre training and reference material, resulting in consistent high-quality service for employers. 11

13 Employer Contact Centre - Next Steps The ECC continues to work to enhance the quality and accessibility of the service offerings that it currently delivers, seeking to maximize the resolution of employer enquiries at first point of contact. In addition, the ECC is analyzing and evaluating Service Canada services for employers, and will integrate those for which synergies and benefits to the employer community exist. The ECC will then continue to evaluate its client service model, and the best way to support additional service offerings. This includes reviewing the ECC s current telephony platform. Questions! 12

14 Support You can visit our Web sites: ROE Web: ROE Guidance: or Contact the Employer Contact Centre Telephone: TTY: Open from 7:00 a.m. to 8:00 p.m. (EST) 13