The House of Commons Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities met to discuss the modernization of benefits delivery. Cliff Groen, Associate Deputy Minister, and Brian Hickey, Assistant Deputy Minister, both from Service Canada, explained how they are updating old computer systems that handle important benefits like Old Age Security (OAS), Employment Insurance (EI), and Canada Pension Plan (CPP). They said the old systems were at risk of failing, which could stop payments to millions of Canadians. Groen mentioned that the new OAS system is working and has already processed billions of dollars in payments. They are now working on updating the EI system and call centers. Groen clarified that the total cost for the entire project is estimated at $6.6 billion through 2031, which includes upgrading OAS, EI, CPP and call centers, and also includes money set aside for unexpected issues. He also noted that a recent $176 million investment is to help with increased OAS workload and system maintenance, not part of the $6.6 billion modernization budget.
During the meeting, committee members asked about problems with the new systems. Eric Lefebvre, a Conservative member, asked how many employees report to Groen and requested an organizational chart. He also raised concerns about employees finding the new system hard to use. Groen responded that employees initially had trouble adjusting to the new system, but it is a big change from the 60-year-old system they were used to. He denied blaming the employees. Lefebvre also claimed that 70,000 seniors have not received their pension and that the system is not working, which Groen denied. A motion was made to order the production of documents related to the modernization, but it was defeated.
Kristina Tesser Derksen, a Liberal member, discussed the complexities of estimating costs for such a large project. Groen explained that the initial cost estimates were made before they fully understood the old systems and that cybersecurity costs have increased since then. Andréanne Larouche, a Bloc Québécois member, raised concerns about delays in benefits and the impact on vulnerable Canadians. Groen acknowledged that some seniors have experienced delays but said the new system is not the cause. Anna Roberts, a Conservative member, asked about seniors who haven't received their OAS payments and the amount of overtime paid to staff. Groen said that overtime is offered but not required. Natilien Joseph, a Liberal member, suggested that some delays are caused by incomplete application forms and emphasized the importance of protecting seniors. Laila Goodridge, a Conservative member, shared her experience of long wait times at a Service Canada office and asked about improving customer service. Louis Villeneuve, a Liberal member, asked about the effectiveness of the new system and the risks of not updating the old systems. The committee also discussed the need for transparency and the production of documents related to the modernization project.