Session F6 Current & Emerging Issues from Service Canada Presented by: Representatives from Service Canada
Current & Emerging Issues Presented by: Service Canada Integrity Services Branch Upcoming Changes to ROE Web ROE Secure Automated Transfer 4.0 Variable Best Weeks Employer Contact Center Topics 1
Integrity Services Branch Request for Payroll Information Redesign Reducing Payroll Requests New Services for Employers Request for Payroll Information Redesign January 2012 Survey in collaboration with the Canadian Payroll Association The Request for Payroll Information form will be redesigned in 2013-2014 and will include suggestions obtained from the survey. 2
Reducing Payroll Requests Accomplishments in helping reduce the number of payroll requests 2008/2009 Approx. 863,900 Requests for Payroll Information forms 2011/2012 Approx. 400,000 Requests for Payroll Information forms 2012/2013 Approx. 211,000 Requests for Payroll Information forms Reading data from block 15C of electronic ROEs (20% reduction) Various system linkages (i.e. Reason for Separation cases = 50%) Predictive Analytics (50,000 to 25,000 cases / month) Increased participation in Automated Earnings Reporting System (AERS) and Report on Hiring (ROH) programs (New XML and B2B functionality for ROH) Block 15C data (Automated efficiences from paper ROEs) April 2012 New Service for Employers Phase 1: Pilot in 2013-2014 (select ROH participants) High volume of hirings / recalls High probability of generating Request for Payroll Information forms Various industries / sectors Forced edits will reduce calls to employers Phase 2: Subsequent to pilot 2014-2015 Recommendations for improvements will be considered/implemented. New service will become available to all ROH and ROE Web participants. New service may become available to other employers Participating employers will be informed by e-mail that Service Canada requires information on one of their employees rather than by post. (personal information will not be included in e-mails) Employers will then be able to view/complete Request for Payroll Information forms via the Internet by logging into their existing Data Gateway 3
Questions! Upcoming Changes to ROE Web Treasury Board of Canada Usability Standards ROE Web today ROE Web Tomorrow 4
Usability Standards The Treasury Board sstandards on Web Usability came into effect on September 28, 2011, and must be fully implemented by March 31, 2016. How do the Usability Standards apply to ROE Web: Based on User Centred Design Process. Ensure the application of consistent usability, Federal Identity, and branding across all GC Web sites. Provide a common GC enterprise colour scheme. Provide theme based links common to every GC Web site. ROE Web Today Paper Registration and maintenance requests Adding a business number Changing the Primary Officer (PO) Moving ROEs Overlap rule Address limitations No way of changing the employer s address to be reported on an ROE as the address is pre-configured in the profile when registering for ROE Web; therefore it may not reflect the correct address. 5
ROE Web Tomorrow Service Canada will be launching a new version of ROE Web in the Fall of 2013 The objective of the release is to: Improve the look and feel of the application Provide employers with more content control Provide employers with a simplified method of managing their ROEs New lobby page ROE Web Tomorrow (cont d) Access to self serve options Easier access to most common functions (submit an ROE, upload a payroll extract file, etc.) Self Serve Options Introducing organizations Easier to manage ROEs based on organizations when multiple businesses are under the same profile 6
Introducing folders ROE Web Tomorrow (cont d) Ability to save ROEs in a specific folder. Move ROEs from one folder to another. User management and rights Inviting a representative to an account. Assign users to one or multiple folders. Provides more control over user rights. Resolves a long standing request to grant PO rights to other users. Contacts ROE Web Tomorrow (cont d) The ability to add/edit and remove contacts. Ability to change the contact name and information on an ROE. Address book Ability to manage a list of addresses to be used on ROEs (add/edit/delete). 7
ROE Web Tomorrow (cont d) Adding Business Numbers Ability to add a Business Number on-line without having to submit a request in writing to Service Canada (conditions). Change of Primary Officer No longer required to submit a written request. Authentication options (CRA Portageur or In-Person). Support ROE Web Tomorrow (cont d) Security Questions Increase identification methods when contacting Service Canada. Useful links on Service Canada Website and Applications Tutorials How to Complete the ROE Form ROE Web user guides Other employer related programs and services CRA Portageur Employer Contact Centre (ECC) 8
17 ROE Web Tomorrow (cont d) Easier Navigation Privacy Notice Statement Action buttons ROE Details Tab One Amount field to complete at a time (Blocks 17B, 17C and 19) Exact number of Pay Periods to complete (Block 15C) New Features Calendar icons Predictive search Clearer error messages 18 ROE Web Tomorrow (cont d) Reducing Comments in Block 18 ROE Search Functions Search Draft ROEs and Search Issued ROEs Search Result Screen ROE Payroll Extract Files Folder Code Rejected ROEs column 9
19 ROE Web Future Enhancements New component of ROE Web Step by step screens Help text and glossary Summary of information Collaboration with CPA and other employer organizations Payroll Extract and Business Rules Standardization Improved accuracy and quality of ROEs. Increased number of automated claims. Questions! 10
ROE SAT 4.0 ROE Secure Automated Transfer (SAT) is a system used by large companies, primarily Payroll Service Providers, 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. Service Canada will sunset prior versions of ROE SAT on December 31, 2013 and Payroll Service Providers will have a 3 month grace period until March 31, 2014 to fully implement SAT 4.0. Overview: Variable Best Weeks Variable Best Weeks was implemented nationally on April 7, 2013 and replaces the Best 14 Weeks pilot. Under this measure, Employment Insurance (EI) benefits are calculated using the best 14 to 22 weeks of earnings in the previous 52 weeks. Calculation of EI benefits under Variable Best Weeks requires the equivalent of 53 weeks of pay period information in Block 15C of the ROE). 11
Impact on Employers: Variable Best Weeks (cont d) Employers completing paper ROEs are encouraged to complete Block 15C for all ROEs, (even if there are no NIL pay periods) and to provide the equivalent of 53 weeks of earnings. Block 15C of the paper ROE only has enough space for information on 27 pay periods. Paper ROE issuers with a weekly pay period, or those issuing 27 week eroes, have to attach additional data for pay periods 28 to 53 (e.g. a payroll extract or Service Canada pay-period worksheet). Impact on Employers (cont d): Variable Best Weeks (cont d) Employers that use the services of a Payroll Service Provider, that are issuing paper ROEs or 27 week electronic ROEs, and that have a weekly pay period, must also attach a separate sheet to provide payroll data for pay periods 28 to 53. As of December 2012, 15% of eroeswere submitted in a 27-week format. Employers using payroll software which issues 27 week eroes, are encouraged to contact their software vendor to inquire about switching the payroll extract files to the 53 week version of the ROE, for ROE Web. 12
Questions! Employer Contact Center 13
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, 2011. 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 900,000 calls to date. On average, the ECC responds to 1,872 calls daily. 14
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. 15
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 s next service offering is the Temporary Foreign Worker Program. It will be fully implemented for the Ontario, Western and Atlantic regions by August 1, 2013. 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. Employer Contact Centre - Feedback The ECC is a new initiative, and we are committed to reviewing and improving the service that we provide. To ensure that the ECC enhances the service experience for employers, we welcome your comments and feedback. A contact e-mail address will be provided at the end of the presentation. 16
Questions! Support You can visit our Web sites: ROE Web: http://www.servicecanada.gc.ca/roeweb ROE Guidance: http://www.servicecanada.gc.ca/roeguide.html or Contact the Employer Contact Centre Telephone: 1-800-367-5693 TTY: 1-855-881-9874 Open from 7:00 a.m. to 8:00 p.m. (EST) 17