Veterans Affairs Canada Delegate Decision-Making Audit – December 2013 (French, PDF)

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Publisher-reported update

2025-11-13

In 2011, Veterans Affairs Canada initiated a five-year Transformation Agenda to respond to the changing needs and expectations of the Veteran population. The goal was to fundamentally change how the Department delivers programs and services. The targeted efforts of the Department included overhauling service delivery, simplifying processes and cutting red tape for Veterans. To simplify the process for Veterans and expedite decision making, Veterans Affairs Canada case managers were given the responsibility to make medical/psychosocial decisions for Rehabilitation Program participants and to properly document these decisions. By delegating this new authority to the level closest to program recipients, case managers were expected to be more efficient and effective in responding to Veterans' needs and be more empowered in their position. To assist staff in making these decisions, the Department developed training courses for staff and introduced tools such as the six-step decision-making model. Recent internal audits have identified risks relating to the absence of quality assurance on decisions and the lack of supporting documentation on files. Veterans Affairs Canada must ensure…

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