Progress Report on Recommendations: A Report Outlining the Delays in the Process of Adjudications and Initial Authority Grievances by the Director General Compensation & Benefits

cogs icon 11 Recommendations Made

check icon 11 Recommendations Accepted

check icon 7 Recommendations Implemented

remove active icon 4 Recommendations Not Implemented

Up-to-date as of 2018-02-01

Status of recommendations

Recommendation 1

DCBA 2 must provide timely adjudication of claims. The adjudication process should not exceed 90 days. To that effect, the surge request that was approved in November 2012 must be staffed immediately to eliminate the caseload.

Status:check icon Accepted check icon Implemented check icon

Recommendation 2

DCBA 2 should maintain staff stability until the caseload has been eliminated.

Status:check icon Accepted check icon Implemented check icon

Recommendation 3

DCBA 2 should consider increasing the authority to Base Commanders to improve the efficiency of the adjudication process.

Status:check icon Accepted check icon Not Implemented remove active iconcheck icon

* Recommendation 3

Director Compensation Benefits Administration confirmed that Treasury Board will not support the delegation of authority beyond those currently established. It was identified that there is an absolute requirement to maintain consistent, national level adjudications and that this would be compromised if further delegation of authority was extended to Base/Wing Commanders.

Conclusion: Given this delegation is not supported by Treasury Board, recommendation 3 is not implemented.

Recommendation 4

DCBA 2 should resume an annual training/situational awareness session for Relocation Coordinators regarding policy coverage and file generation in order to increase frontline staff’s understanding of the adjudication process and to reduce the delays incurred from the back-and-forth involved when files are incomplete.

Status:check icon Accepted check icon Implemented check iconcheck icon

Recommendation 5

DCBA 2 should develop a comprehensive communications strategy to ensure that CF members have a clear understanding of all relevant regulations, directives and policy documents related to relocation and the associated complaint process.

Status:check icon Accepted check icon Implemented check iconcheck icon

Recommendation 6

DCBA 2 must pursue vigorously the approval of a revised CF IRP with TBS in order to ensure that it is in place before the 2014 active posting season.

Status:check icon Accepted check icon Not implemented remove active iconcheck iconcheck icon

* Recommendation 6

Director Compensation Benefits Administration confirmed that a review of the Canadian Forces Integrated Relocation Program (CFIRP) is underway. The target date for final Treasury Board of Canada Secretariat (TBS) review/approval of the changes to the CFIRP policy is April 01, 2018.Any policy amendments are considered in Cabinet Confidence until finalized.

Conclusion: Therefore, recommendation 6 is not implemented.

Recommendation 7

DCBA 2 should review its information management practices and tools in order to establish an effective, stable and secure case management system.

Status:check icon Accepted check icon Not implemented remove active iconcheck iconcheck icon

* Recommendation 7

Our Office identified that Director Compensation Benefits Administration 2’s file management protocols made the organization vulnerable to human error and backlogs as they rely on the manual transfer of information between programs. No significant progress has been made given that Director Compensation Benefits Administration 2 is limited in their information technology options. The section has implemented measures to ensure that adjudication processing standards are maintained.

Conclusion: Based on our analysis of information provided, recommendation 7 is not implemented.

Recommendation 8

DCBA 2 must review its existing processes in order to maximize effectiveness. This includes the creation of service standards, performance measures and standard operating procedures.

Status:check icon Accepted check icon Not implemented remove active iconcheck iconcheck icon

* Recommendation 8

During the first follow-up in June 2017, Director Compensation Benefits Administration indicated that implementation of this recommendation would be made a priority. However, no significant progress has been achieved. Director Compensation Benefits Administration has indicated that the target completion date of the standard operating procedures (SOP) project is September 01, 2018.

Our Office will continue to follow up on their progress.

 Conclusion: Based on our analysis of information provided, recommendation 8 is not implemented.

Recommendation 9

CBGS must deploy all efforts to meet its obligations as an IA and render decisions in a timely fashion, as stipulated in CF regulations. The surge request that was approved in November 2012 must be staffed immediately to assist with the elimination of the backlog.

Status:check icon Accepted check icon Implemented check iconremove active iconcheck iconcheck icon

Recommendation 10

CBGS should maintain staff stability until the backlog has been eliminated.

Status:check icon Accepted check icon Implemented check iconremove active iconcheck iconcheck icon

Recommendation 11

CBGS must review its existing processes in order to maximise its effectiveness. This includes the creation of service standards, performance measures and standard operating procedures.

Status:check icon Accepted check icon Implemented check iconremove active iconcheck iconcheck icon

Next steps

A letter will be drafted for furtherance to the Minister of National Defence, recommending that Recommendation 3 be put forward to Treasury Board.

Given Director Compensation Benefits Administration 2’s limited Information Technology (IT) options and its demonstrated ability to meet the processing standards under its current system, implementation of Recommendation 7 will not be pursued.

Our Office will continue to follow up on Recommendations 6 and 8.

Definitions

Accepted

DND/CAF have indicated that they accept the recommendations.

Not Accepted

DND/CAF have not indicated that they accept the recommendations, or have indicated that they do not accept the recommendations.

Met / Implemented

Work completed to date fully or largely meets the intent of the recommendation, including circumstances where the recommendation has been implemented to the extent demonstrably possible within existing DND/CAF authorities.

Partially Implemented

Work is underway to address the substance of the recommendation, and it is reasonably probable that additional progress will be made;

Work began to address the substance of the recommendation, but one or more aspects of the recommendation have since become objectively un-implementable or overtaken by events.

Not Met / Not Implemented

Work to address the substance of the recommendation has not begun;

Work completed to date does not largely meet the intent of the recommendation, work started on implementation of the recommendation.

Unable to Assess

Insufficient information is available to make an assessment, including in circumstances where DND/CAF has not yet provided adequate responses.

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