Questions and responses 41st Parliament, 2nd session October 16, 2013, to August 2, 2015

With regard to Service Canada: (a) what products and services does it offer and when did these products and services begin to be offered; (b) what is the service standard for all on line products and what is the current average wait time for these products; (c) what is the service standard for in-person wait times and what is the wait time at each in-person site; (d) what is the cost per transaction for each of the services offered, broken down by different delivery channel; (e) what is the transaction volume of each Service Canada centre and what year did that centre open; and (f) what is the number of full time equivalency positions for each centre and for the other divisions of the Department, from 2008 to the present?

With regard to the Department of Canadian Heritage: (a) does the Department have an internal policy on the processing times for grant and contribution applications for the various program components administered by the Department, and if so, (i) does this internal policy set out the maximum processing times for the Department and for the Minister’s office, and if so, what are they, (ii) are internal or external evaluations done to measure the Department’s compliance with its policy on processing times for grant and contribution applications for programs administered by the Department; and (b) for all of the Department’s various program components, what is the average processing time for grant and contribution applications between the time the Department receives the grant application and the time the Department publicly announces its final decision to the applicant, broken down by program component and quarter, for fiscal years 2011-2012, 2012-2013, 2013-2014 and 2014-2015?

With regard to Canada Economic Development for Quebec Regions, specifically the Rimouski regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Employment lnsurance (EI) for fiscal years 2006-2007 through 2012-2013 (year-to-date): (a) what was the volume of EI applications, broken down by (i) year, (ii) region/province where claim originated, (iii) region/province where claim was processed, (iv) the number of claims accepted and the number of claims rejected, (v) for fiscal years 2011-2012 and 2012-2013, by month; (b) what was the average EI applications processing time broken down by (i) year, (ii) region/province where the claim originated, (iii) region/province where the claim was processed, (iv) the number of claims accepted and the number of claims rejected, (v) for fiscal years 2011-2012 and 2012-2013, by month; (c) how many applicants waited more than 28 days for a decision and, for these applications, what was the average wait time for a decision, broken down by (i) year, (ii) region/province where the claim originated, (iii) region/province where the claim was processed. (iv) the number of claims accepted and the number of claims rejected, (v) for fiscal years 2011-2012 and 2012-2013, by month; (d) what was the volume of calls to EI call Centres, broken down by (i) year, (ii) region/province, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (e) what was the number of calls to EI call centres that received a high volume of messages, broken down by (i) year, (ii) region/province, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (f) what were the national service levEI standards for calls answered by an agent at EI call centres, broken down by year; (g) what were the actual service levEI standards achieved by EI call centres for calls answered by an agent at EI call centres, broken down by (i) year, (ii) region/province, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (h) what were the service standards for call backs by EI call centre agents broken, down by year; (i) what were the service standards achieved by EI call centre agents for call backs, broken down by (i) year, (ii) region/province, (iii) for 2011-2012 and 2012-2013, by month; (j) what was the average number of days for a call back by an EI call centre agent, broken down by (i) year, (ii) region/province, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (k) for EI processing centres, what was the number and percentage of term employees and the number and percentage of indeterminate employees, broken down by (i) year, (ii) region/province (iii) for fiscal years 2011-2012 and 2012-2013, by month; (l) for EI call centres, what was the number and percentage of term employees and the number and percentage of indeterminate employees, broken down by (i) year, (ii) region/province, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (m) how many complaints did the Office of Client Satisfaction receive, broken down by (i) year, (ii) region/province where the complaint originated, (iii) for fiscal years 2011-2012 and 2012-2013, by month; (n) how long on average did a complaint take to investigate and resolve, broken down by (i) year, (ii) for fiscal years 2011-2012 and 2012-2013, by month; and (o) what were the major themes of the complaints received, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Drummondville regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Longueuil regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Laval office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Trois-Rivières regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Alma regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Montreal regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Service Canada: (a) who is responsible for handling Employment Insurance (EI) callbacks; (b) what is the service standard for EI callbacks; (c) for the last five fiscal years, what was the service standard achieved for EI call backs; (d) for the last two fiscal years, what was the service standard achieved for EI callbacks broken down by month; (e) for the last five fiscal years, what was the average number of days for an EI callback; (f) who is responsible for handling Canada Pension Plan (CPP) and Old Age Security (OAS) callbacks; (g) what is the service standard for CPP and OAS callbacks; (h) for the last five fiscal years, what was the service standard achieved for CPP and OAS callbacks; (i) for the last two fiscal years, what was the service standard achieved for CPP and OAS callbacks, broken down by month; (j) for the last five fiscal years, what was the average number of days for a CPP and OAS callback; (k) who made the decision to change the service standard for EI call centres from 180 seconds to ten minutes; (l) who was consulted in making the decision to change the service standard for EI call centres from 180 seconds to ten minutes; (m) who made the decision to change the service standard for CPP and OAS call centres from 180 seconds to ten minutes; and (n) who was consulted in making the decision to change the service standard for CPP and OAS call centres from 180 seconds to ten minutes?

With regard to Canada Economic Development for Quebec Regions, specifically the Sherbrooke regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Val d’Or regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to a procurement certification agreement between the Treasury Board and the Standards Council of Canada: (a) does such an agreement exist; (b) if the answer in (a) is affirmative, since when; (c) what are the details of the agreement; (d) has the agreement been modified since the date identified in (b), and if so, (i) what are the details of the changes, (ii) when did the changes take effect; and (e) does the text of the agreement refer to training developed and offered by the Canada School of Public Service, and if so, what are the details of this training?

With regard to Canada Economic Development for Quebec Regions, specifically the Gaspé regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Sept-îles regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Canada Economic Development for Quebec Regions, specifically the Québec regional office: (a) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to funding requests; (b) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests in the past 10 years; (c) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to funding requests implemented; (d) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices; (e) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices in the past 10 years; (f) in which months of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to meeting requests from MPs’ offices implemented; (g) what is the complete list of meetings between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (h) what is the complete list of meetings between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (i) what is the complete list of meetings between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (j) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices; (k) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices in the past 10 years; (l) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by phone from MPs’ offices implemented; (m) what is the complete list of phone communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (n) what is the complete list of phone communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; (o) what is the complete list of phone communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year; (p) what are the existing standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices; (q) what changes have been made to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices in the past 10 years; (r) in which month of which years were the changes to the standards and procedures to be followed by employees and directors of the regional office to respond to requests for information by email from MPs’ offices implemented; (s) what is the complete list of email communications between MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs; (t) what is the complete list of email communications between representatives of MPs and employees and directors of the regional office in the past 10 years, broken down by year and political affiliation of MPs’ representatives; and (u) what is the complete list of email communications between former MPs and employees and directors of the regional office on a subject other than a former MP’s business, in the past 10 years, broken down by year?

With regard to Employment Insurance (EI) for fiscal years 2012-2013 through 2014-2015 (year-to-date): (a) what was the volume of EI applications, broken down by (i) year, (ii) region/province where claim originated, (iii) region/province where the claim was processed, (iv) the number of claims accepted and the number of claims rejected, (v) for 2013-2014 and 2014-2015, by month; (b) what was the average EI application processing time, broken down by (i) year, (ii) region/province where claim originated, (iii) for 2013-2014 and 2014-2015, by month; (c) how many applications waited more than 28 days for a decision and, for these applications, what was the average wait time for a decision, broken down by (i) year, (ii) region/province where claim originated, (iii) for 2013-2014 and 2014-2015, by month; (d) what was the volume of calls to EI call centres broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (e) what was the number of calls to EI call centres that received a high volume message, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (f) what were the national service level standards for calls answered by an agent at EI call centres, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (g) what were the actual service level standards achieved by EI call centres for calls answered by an agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (h) what were the service standards for call backs at EI call centres broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (i) what were the service standards achieved by EI call centre agents for call backs, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (j) what was the average number of days for a call back by an EI call centre agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (k) what was the number and percentage of term employees, and the number and percentage of indeterminate employees, working at EI call centres and processing centres, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (l) what is the rate of sick leave use among EI call centre and processing centre employees, broken down by year; (m) what is the number of EI call centre and processing centre employees on long term disability; (n) what is the rate of overtime and the number of overtime hours worked by call centre employees, broken down by year; (o) how many complaints did the Office of Client Satisfaction receive, broken down by (i) year, (ii) region/province where the complaint originated, (iii) for 2013-2014 and 2014-2015 by month; (p) how long on average did a complaint take to investigate and resolve, broken down by (i) year, (ii) for 2013-2014 and 2014-2015 by month; and (q) what were the major themes of the complaints received, broken down by year?

With regard to Service Canada Old Age Security and Canada Pension Plan call centres for fiscal years 2012-2013 through 2014-2015 (year-to-date): (a) what was the volume of calls broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (b) what was the number of calls that received a high volume message, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (c) what were the national service level standards for calls answered by an agent, broken down by year; (d) what were the actual service level standards achieved for calls answered by an agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (e) what were the service standards for call backs, broken down by year; (f) what were the service standards achieved for call backs broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (g) what was the average number of days for a call back by an agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (h) what was the number and percentage of term employees, and the number and percentage of indeterminate employees, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (i) what is the rate of sick leave use among call centre employees, broken down by year; (j) what is the number of call centre employees on long-term disability; and (k) what is the rate of overtime and the number of overtime hours worked by call centre employees, broken down by year?

With regard to Employment Insurance (EI) for fiscal years 2012-2013 through 2014-2015 (year-to-date): (a) what was the volume of EI applications broken down by (i) year, (ii) region/province where claim originated, (iii) region/province where the claim was processed, (iv) the number of claims accepted and the number of claims rejected, (v) for 2013-2014 and 2014-2015, by month; (b) what was the average EI applications processing time broken down by (i) year, (ii) region/province where claim originated, (iii) for 2013-2014 and 2014-2015, by month; (c) how many applications waited more than 28 days for a decision and, for these applications, what was the average wait time for a decision, broken down by (i) year, (ii) region/province where claim originated, (iii) for 2013-2014 and 2014-2015, by month; (d) what was the volume of calls to EI call centres, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (e) what was the number of calls to EI call centres that received a high volume message broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (f) what were the national service level standards for calls answered by an agent at EI call centres, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (g) what were the actual service level standards achieved by EI call centres for calls answered by an agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (h) what were the service standards for call backs at EI call centres broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (i) what were the service standards achieved by EI call centre agents for call backs, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (j) what was the average number of days for a call back by an EI call centre agent, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (k) what was the number and percentage of term employees, and the number and percentage of indeterminate employees, working at EI call centres and processing centres, broken down by (i) year, (ii) region/province, (iii) for 2013-2014 and 2014-2015, by month; (l) what is the rate of sick leave use among EI call centre and processing centre employees, broken down by year; (m) what is the number of EI call centre and processing centre employees on long term disability; (n) what is the rate of overtime and the number of overtime hours worked by call centre employees, broken down by year; (o) how many complaints did the Office of Client Satisfaction receive, broken down by (i) year, (ii) region/province where the complaint originated, (iii) for 2013-2014 and 2014-2015 by month; (p) how long on average did a complaint take to investigate and resolve, broken down by (i) year, (ii) for 2013-2014 and 2014-2015 by month; and (q) what were the major themes of the complaints received, broken down by year?