Appeals
Progress Against Areas Targeted for Improvement in the 2001-2002 Road Ahead
The 2001-2002 Annual Report identified areas targeted for improvement in each business line in a section entitled “The Road Ahead – 2002 and Beyond”. The chart below indicates the progress we have made to address the performance issues for this business line in 2002-2003, and adds new items that have arisen as a result of the evaluation undertaken in this year's report. Page references to additional coverage of these items in the Summary of the Corporate Business Plan 2002-2003 to 2004-2005 are provided, where applicable. The chart lists the specific immediate-term priorities for improvement we will be undertaking in 2003-2004, and indicates whether the item is a longer-term initiative to be addressed in the Summary of the Corporate Business Plan 2004-2005 to 2006-2007.
Targeted Areas for Improvement
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Specific Priorities for Improvement in 2003-2004
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Items from 2001-2002 Annual Report
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Implement selected timeliness improvement recommendations, including progressively more aggressive case completion targets
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Some of the 130 recommendations to decrease turnaround times were implemented.
Timeliness was significantly improved and we met targets in most program areas in 2002-2003.
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Implement the recommendations for decreasing turnaround times and reducing the high levels of non-workable files.
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Implement programs for quality assurance and for monitoring the application of the fairness provisions and the principles contained in the 7-Point Plan for Fairness
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Appeals, as the lead branch, continued to co-ordinate the ongoing development of monitoring plans for all program areas that are involved in administering the fairness provisions and in explaining further steps that a client can take if we have denied their request.
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Continue to co-ordinate the development of fairness monitoring plans with other branches.
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Implement the remainder of the training framework
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Many initiatives were undertaken in 2002-2003. A Learning and Career Development Management Intranet site was created to provide employees with information and tools to help develop competencies and assist in career advancement. Training on the Administrative Monetary Penalty System, as well as on the various stages of the litigation process, was developed and delivered.
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Training of employees through delivery of specialized courses (e.g., Electronic-learning, statutory interpretation, Litigation and CPP/EI legislative training).
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Conduct a pilot study of file complexity factors to better predict turnaround times and required resources
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A complexity calculator program was developed to allow screeners to determine the level of complexity of files. The calculator was piloted in February 2003.
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Evaluate the results of the pilot project, with a view towards implementing the calculator nationally.
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On track
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Mostly on track
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Not on track
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- Date modified:
- 2003-10-29
