# Text Descriptions

Figure 1: Frequency of Using My VAC
| %
--- | ---
At least once a day | 17%
Several times a week | 31%
About once a week | 23%
About once a month | 19%
Less than once a month | 9%

Q3. On average, how often would you say you use My VAC Account? [DK/NR: 1%]
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 1

Figure 2: Source of Awareness of My VAC Account
| %
--- | ---
VAC staff member | 36%
Browsing the VAC website | 16%
Information sent by VAC | 16%
Word of mouth | 15%
Veterans' organization/event | 4%
Another government department/office | 3%
Social media | 2%
Other | 2%
Can't recall | 6%

Q4. How did you first learn about My VAC Account?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 2

Figure 3: Features Accessed in My VAC Account
| %
--- | ---
Tracking the status of applications | 91%
My VAC Account Inbox | 87%
Applying for benefits and services | 82%
Viewing a summary of benefits | 82%
Secure messaging | 78%
Uploading documents | 73%
Updating personal information | 66%
Signing up for email notifications | 57%
Signing up for direct deposit/changing banking information | 56%
Other | 2%

Q5. Which of the following features have you accessed in My VAC Account? (multiple responses accepted)
Base: n=765; those who used My VAC in the last 12 months

Return to Figure 3

Figure 4: Method Used to Register for My VAC Account
| %
--- | ---
GCKey | 57%
SecureKey | 41%
Can't Recall | 2%

Q6. When you registered for My VAC Account, which of the following did you use?
Base: n=765; those who used My VAC in the last 12 months

Return to Figure 4

Figure 5: Reason for Using GCKey to Register
| %
--- | ---
More comfortable with GCKey | 64%
Didn't want to use banking information | 21%
Bank wasn't an option in SecureKey | 9%
Other | 6%

Q7. Why did you use GCKey to register?
Base: n=435; those who used My VAC in the last 12 months and used GCKey to register

Return to Figure 5

Figure 6: Perceptions of My VAC Account Registration Process
| %
--- | ---
Very easy | 38%
Somewhat easy | 37%
Somewhat difficult | 13%
Very difficult | 2%
Can't recall | 10%

75% found it easy to register for My VAC account

Q8. How easy or difficult was the process to register for My VAC Account?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 6

Figure 7: Reasons Registration was Difficult
| %
--- | ---
It took too long/too many steps | 51%
Didn't know what a GCKey was | 46%
Trouble linking VAC file to account | 26%
Other | 16%
Not sure | 4%

Q9. You said it was hard to register for My VAC Account. Why was this difficult? (multiple responses accepted)
Base: n=112; those who found it difficult to register for My VAC Account

Return to Figure 7

Figure 8: Perceptions of My VAC Account Security Measures
| %
--- | ---
Strongly agree | 40%
Somewhat agree | 30%
Neutral | 20%
Somewhat disagree | 5%
Strongly disagree | 6%

70% Agree: The steps required to register for My VAC account justifies the security it provides

Q10. To what extent do you agree or disagree with the following statement: “The steps required to register for My VAC Account justifies the security it provides.”?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 8

Figure 9: Use of Secure Messaging
| %
--- | ---
Yes, contacted VAC | 81%
No, did not contact VAC | 19%

Q11. In the past 12 months, have you tried contacting VAC through secure messaging
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 9

Figure 10: Experience Using Secure Messaging
How long did you have to wait to receive a response?
| %
--- | ---
Less than 1 business day | 3%
1-2 business days | 25%
3-5 business days | 46%
6+ business days | 21%
Can't recall | 4%

Q12. How long did you have to wait to receive a response?
Base: n=616; those who contacted VAC.

Figure 10: Experience Using Secure Messaging
Was this a reasonable amount of time to wait?
| %
--- | ---
Yes, reasonable | 58%
Not reasonable | 33%
Don't know | 9%

Q13. Was this a reasonable amount of time to wait?
Base: n=616; those who contacted VAC.

Return to Figure 10

Figure 11: Preferred Response Time
| %
--- | ---
Less than one business day | 17%
1-2 business days | 54%
3-5 business days | 20%
6+ business days | 1%
Other | 3%
Don't know | 4%

Q14. What would be a reasonable amount of time to wait for a secure message reply?
Base: n=407; those who contacted VAC but don’t think the wait time for a response is reasonable.

Return to Figure 11

Figure 12: Perceptions of My VAC Account
| Strongly agree | Somewhat agree | Neutral | Somewhat disagree | Strongly disagree
--- | --- | --- | --- | --- | ---
Would recommend MVA (n=758) | 60% | 22% | 10% | 4% | 4%
MVA uses practices that ensure security (n=764) | 54% | 28% | 10% | 2% | 3%
Information is easy to understand (n=763) | 41% | 36% | 9% | 10% | 4%
Had the information needed (n=762) | 38% | 36% | 7% | 12% | 6%
It was easy to find what I was looking for (n=765) | 35% | 37% | 9% | 13% | 6%
Can do business needed with VAC via MVA (n=764) | 36% | 35% | 11% | 10% | 7%
Like the updates (n=752) | 36% | 29% | 24% | 4% | 4%
MVA is visually appealing (n=758) | 32% | 31% | 27% | 6% | 4%

Q15. To what extent do you agree or disagree with the following statements?
Base: those who used My VAC in the last 12 months. [Does not apply removed]

Return to Figure 12

Figure 13: Satisfaction with My VAC Account
| %
--- | ---
Very satisfied | 41%
Somewhat satisfied | 34%
Neutral | 9%
Somewhat dissatisfied | 12%
Very dissatisfied | 4%

75% satisfied with My VAC Account.

Q16. Overall, how satisfied are you with your experience with My VAC Account?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 13

Figure 14: Reasons for Dissatisfaction with My VAC Account
| %
--- | ---
Minimal communication/ updates from VAC | 50%
Lack of support/ assistance | 46%
Not enough details provided to find forms/ specific information | 44%
Trouble finding information needed | 31%
Features are difficult to use | 21%
Technical difficulties | 17%
Other | 29%

Q17. Why are you not satisfied with your experience with My VAC Account? (multiple responses accepted)
Base: n=123; those who were dissatisfied with My VAC Account

Return to Figure 14

Figure 15: Preferred Method of Hearing about Benefits Updates
| %
--- | ---
My VAC Account | 81%
Mail | 10%
Telephone | 3%
Some other channel | 6%

Q18. How would you prefer to find out about updates from the department to benefits?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 15

Figure 16: Topics of Interest for the News Section
| %
--- | ---
Changes to benefits | 90%
New program and services | 87%
Updates to MVA/new features | 81%
Mental health information/services | 51%
Commemoration events/related news | 33%
Other | 5%
None | 3%

Q19. What topics would you like to hear about in this News section? (multiple responses accepted)
Base: n=765; those who have used My VAC in last 12 months

Return to Figure 16

Figure 17: Preferred Frequency of Receiving News from VAC
| %
--- | ---
About once a week | 36%
About once a month | 45%
About twice a year | 6%
About once a year | <0.5%
Only when necessary | 12%

Q20. How often would you like to receive news from Veterans Affairs Canada?
Base: n=765; those who used My VAC in the last 12 months.

Return to Figure 17

Figure 18: Interest in an Online Chat Feature
| %
--- | ---
Interested | 54%
Maybe | 29%
Not interested | 12%
Don't know | 4%

Q21. If an online chat feature was available within My VAC Account, would you use it to connect with VAC staff?
Base: n=765; those who used My VAC in the last 12 months

Return to Figure 18

Figure 19: Frequency of Using My VAC Account
| %
--- | ---
At least once a day | 16%
Several times a week | 35%
About once a week | 26%
About once a month | 15%
Less than once a month | 8%

Q2 - On average, how often would you say you use My VAC Account?
Base: n=510 registered users

Return to Figure 19

Figure 20: Preferred Method of Contacting VAC
| %
--- | ---
Secure message in My VAC Account | 66%
Phone | 30%
Mail | 1%
Other | 3%

Q3 - What is your preferred method for contacting VAC?
Base: n=510 registered users

Return to Figure 20

Figure 21: Use of Secure Messaging
| %
--- | ---
Used secure messaging | 82%
Did not use secure messaging | 17%

Q4 - In the past 12 months, have you tried contacting VAC through a secure message from your My VAC Account Inbox?
Base: n=510 registered users [DK =1%]

Return to Figure 21

Figure 22: Frequency of Connecting with VAC Staff
| %
--- | ---
1 to 2 times | 20%
3 to 4 times | 17%
5 to 6 times | 16%
7 to 9 times | 5%
10 to 14 times | 10%
15 to 19 times | 2%
20 or more times | 4%
Other | 9%
Have not done so in the last year | 1%
Don't know | 17%

Q5 - In the past 12 months, approximately how many times have you connected directly with VAC staff through secure messaging?
Base: n=416; those who have contacted VAC through Secure Message [Multiple Responses Accepted]

Return to Figure 22

Figure 23: Response Time
| %
--- | ---
Less than one business day | 2%
1-2 business days | 30%
3-5 business days | 48%
More than 5 business days | 21%

Q6 - On average, how long did you have to wait to receive a response?
Base: n=416; those who have contacted VAC through Secure Message

Return to Figure 23

Figure 24: Satisfaction with Response Time
| %
--- | ---
Satisfied | 64%
Not Satisfied | 36%

Q7 - Were you satisfied with this response time?
Base: n=416; those who have contacted VAC through Secure Message

Return to Figure 24

Figure 25: Connected with Case Manager using Secure Messaging
| %
--- | ---
Yes | 32%
No | 25%
Don’t have a case manager | 36%
Can’t recall | 7%

Q8 - Did you connect with your case manager when using secure messaging?
Base: n=416; those who have contacted VAC through Secure Message

Return to Figure 25

Figure 26: Interest in Connecting with a Case Manager via Secure Messaging
| %
--- | ---
Interested in contacting case manager directly | 91%
Not interested in contacting directly | 4%
Don’t know | 5%

Q9 - Would you like to be able to contact your case manager directly through secure messaging?
Base: n=267; those who have a case manager

Return to Figure 26

Figure 27: Followed Up with VAC on Secure Messaging Conversations
| %
--- | ---
Had to follow up | 66%
Did not have to follow up | 29%
Don't know | 5%

Q11 - Have you had to follow up on conversations you've had with VAC through secure messaging?
Base: n=416; those who have contacted VAC through Secure Message

Return to Figure 27

Figure 28: Method Used to Follow Up with VAC
| %
--- | ---
Through secure messaging again | 76%
Calling VAC | 58%
Other | 5%
Can't recall | 1%

Q12 - How did you follow up with VAC?
Base: n=274; those who followed up with VAC (multiple responses accepted).

Return to Figure 28

Figure 29: Difficulties Using Secure Messaging
| %
--- | ---
No, did not have difficulties | 89%
Yes, had difficulties | 9%

Q13 - Did you have any difficulties using secure messaging?
Base: n=416; those who have contacted VAC through Secure Message [DK =2%]

Return to Figure 29

Figure 30: Difficulties Encountered Using Secure Messaging
| %
--- | ---
Took too long | 61%
Issue wasn't resolved | 45%
Got a call back not a secure message reply | 13%
Other | 47%

Q14 - What difficulties did you experience?
Base: n=38; those who had difficulties (multiple responses accepted).

Return to Figure 30

Figure 31: Satisfaction with Secure Messaging
| %
--- | ---
Very satisfied | 26%
Somewhat satisfied | 30%
Neutral | 21%
Somewhat dissatisfied | 15%
Very dissatisfied | 8%

56% satisfied with Secure Messaging

Q15 - Thinking about the past 12 months, how satisfied have you been with your experience using secure messaging to connect directly to VAC staff?
Base: n=416; those who have contacted VAC through Secure Message

Return to Figure 31

Figure 32: Familiarity with 'News and Notifications'
| %
--- | ---
Familiar with 'News and Notifications' | 87%
Not familiar | 10%
Don't know | 3%

Q18 - Are you familiar with the ‘News and Notifications’ section that appears at the bottom of your homepage in My VAC Account?
Base: n=510 registered users

Return to Figure 32

Figure 33: Effectiveness of 'News and Notifications' in Keeping Veterans Up-to-date
| %
--- | ---
Very effective | 33%
Somewhat effective | 55%
Not at all effective | 7%

Q19 - How effective are the ‘News and Notifications’ when it comes to keeping you up to date on news of relevance to you?
Base: n=445; those familiar with ‘News and Notifications’ [DK =5%]

Return to Figure 33

Figure 34: Topics of Interest for 'News and Notifications'
| %
--- | ---
Changes to benefits | 88%
New benefit rates | 86%
New My VAC Account features | 78%
Mental health | 53%
Commemoration | 22%
Other | 5%

Q20 - What areas or topics would you like to hear about through 'News and Notifications’?
Base: n=445; those familiar with ‘News and Notifications’ [DK =5%] (multiple responses accepted).

Return to Figure 34

Figure 35: Likelihood of Using an Online Chat Feature
| %
--- | ---
Yes | 66%
Maybe | 23%
No | 9%
Don’t know | 2%

Q22 - If an online chat feature was available within My VAC Account, would you use it to connect with VAC staff?
Base: n=510 registered users

Return to Figure 35

Figure 36: VAC Employees Veterans would like to Chat with via Online Chat
| %
--- | ---
A case manager | 74%
VAC National Contact Centre | 45%
Bureau of Pensions Advocates | 42%
Other | 10%
Don't know | 12%

Q23 - Who at VAC would you like to speak to through an online chat?
Base: n=510 registered users (multiple responses accepted).

Return to Figure 36

Figure 37: Preferred Features of an Online Chat
| %
--- | ---
Fill out a form in advance to identify chat areas | 74%
Transfer within VAC | 74%
Upload documents | 72%
Record of the chat sent via email | 71%
Other | 3%
None of the above | 8%

Q24 - An online chat can have a number of different features available to users. Which, if any, of the following would you like to see included in an online chat available within My VAC Account?
Base: n=510; registered users (multiple responses accepted).

Return to Figure 37

Figure 38: Use of Email Notification Alerts
| %
--- | ---
Signed up for email notifications | 86%
No, but aware of service | 4%
No, and not aware of service | 6%
Don’t know | 4%

Q25 - Are you signed up to receive email notification alerts?
Base: n=510; registered users

Return to Figure 38

Figure 39: Ease of Signing Up for Email Notifications
| %
--- | ---
Very easy | 51%
Somewhat easy | 19%
Neutral | 13%
Somewhat difficult | 3%
Very difficult | <1%
Can’t recall | 14%

70% found signing up easy

Q26 - How easy or difficult was it to sign up for VAC’s email notification service?
Base: n=439; those who are signed up to receive email notifications

Return to Figure 39

Figure 40: Usefulness of the Email Notification Service
| %
--- | ---
Very useful | 65%
Somewhat useful | 32%
Not at all useful | 2%

Q27 - Do you find the email notification service useful?
Base: n=439; those who are signed up to receive email notifications [Can’t recall =1%]

Return to Figure 40

Figure 41: Suggestions to Help VAC Communicate Better
| %
--- | ---
Include a live chat feature | 64%
Include a dashboard feature | 50%
Nothing | 9%
Other | 9%
Don't know | 11%

Q28 - What, if any, can VAC do to better communicate with you through My VAC Account?
Base: n=510; registered users (multiple responses accepted).

Return to Figure 41

Figure 42: Method of Accessing My VAC Account
| %
--- | ---
Through a mobile device | 24%
Through a laptop or desktop computer | 36%
Both | 40%

Q29 - How do you typically access My VAC Account?
Base: n=510; registered users

Return to Figure 42

Figure 43: Frequency of Using My VAC Account
| %
--- | ---
At least once a day | 12%
Several times a week | 25%
About once a week | 28%
About once a month | 25%
Less than once a month | 10%

Q2 - On average, how often would you say you use My VAC Account?
Base: n=551; registered users

Return to Figure 43

Figure 44: Use of the Benefits Navigator Tool
| %
--- | ---
Used Benefits Navigator | 66%
Did not use | 22%
Don't know | 13%

66% used Benefits Navigator

Q3 - Have you used the Benefits Navigator tool (located under “What can I apply for?”)?
Base: n=551; registered users

Return to Figure 44

Figure 45: Reasons for Not Using Benefits Navigator
| %
--- | ---
Did not know about it | 54%
Had no need to use it | 27%
Looked complicated | 14%
Other | 9%

Q5 - Is there any reason why you haven’t used the Benefits Navigator tool?
Base: n=147; those who have not used Benefits Navigator (Multiple responses accepted)

Return to Figure 45

Figure 46: Helpfulness of Benefits Navigator
| %
--- | ---
Not at all helpful | 7%
Slightly helpful | 20%
Moderately helpful | 32%
Very helpful | 38%
I can’t recall | 3%

Q6 - How helpful was the Benefits Navigator tool in terms of finding benefits or services of relevance to you?
Base: n=365; those who have used Benefits Navigator

Return to Figure 46

Figure 47: Use of the 'Track your applications' Feature
| %
--- | ---
Yes | 88%
No | 12%

88% used 'Track your applications' feature

Q7 - Have you used the ‘Track your applications’ feature in My VAC Account to view the status of your application?
Base: n=551; registered users

Return to Figure 47

Figure 48: Use of the 'Track your applications' Feature
| %
--- | ---
Had no need to use it | 56%
Did not know about it | 24%
Looked complicated | 3%
Other | 12%
Don't know | 5%

Q8 - Is there any reason why you haven’t used the ‘Track your applications’ feature?
Base: n=66; those who have not used ‘Track your applications’ feature (Multiple responses accepted)

Return to Figure 48

Figure 49: Helpfulness of 'Track Your Applications' Feature
| %
--- | ---
Helpful | 50%
In part/somewhat | 40%
Not helpful | 10%

Q9 - Did the ‘Track your applications’ feature help you find out the status of your application?
Base: n=485; those who did use the ‘Track your applications’ feature [DK = <1%]

Return to Figure 49

Figure 50: Effectiveness of 'Track Your Applications' Feature
| %
--- | ---
Yes | 44%
No | 52%
Don't know | 4%

44% said 'Track your applications' feature provided sufficient detail

Q10 - Does the ‘Track your applications’ feature provide sufficient detail about what step your application is at?
Base: n=485; those who did use the ‘Track your applications’ feature

Return to Figure 50

Figure 51: Visited Wait Time Tool
| %
--- | ---
Yes | 57%
No | 40%
Don't know | 3%

57% visited Wait Time tool

Q12 - Have you visited the new Wait Time Tool to find out the average processing times? This tool is on VAC’s website and can be accessed through a link on the ‘Track your application’ page.
Base: n=485; those who did use the ‘Track your applications’ feature

Return to Figure 51

Figure 52: Visited Wait Time Tool
| %
--- | ---
Helpful | 22%
In part/somewhat | 30%
Not helpful | 48%

Q13 - Was the information provided in the Wait Time tool helpful to you in terms of estimating when you can expect a decision?
Base: n=278; those who visited Wait Time Tool [DK = 1%]

Return to Figure 52

Figure 53: Visited Wait Time Tool
| %
--- | ---
Yes | 31%
No | 58%
Don't know | 10%

31% used a guided web form

Q14 - Have you ever used a guided web form in My VAC Account to complete an application? A guided web form is different from a traditional application form as you are asked questions with tips provided along the way.
Base: n=551; registered users

Return to Figure 53

Figure 54: Benefits of a Guided Web Form
| %
--- | ---
Easier to complete | 55%
Ability to save progress and complete later | 53%
Saves time | 51%
Minimizes errors | 42%
Nothing | 9%
Other | 8%
Don't know | 3%

Q15 - In your view, what are the benefits, if any, of using a guided web form?
Base: n=172; those who used a guided web form (Multiple responses accepted)

Return to Figure 54

Figure 55: Main Drawback of a Guided Web Form
| %
--- | ---
Nothing | 40%
Can’t include an electronic signature | 18%
Has to be completed online | 9%
Security concerns | 9%
Other | 18%
Don't know | 16%

Q16 - In your view, what’s the main drawback, if any, of using a guided web form?
Base: n=172; those who used a guided web form (Multiple responses accepted)

Return to Figure 55

Figure 56: Preferred Method for Application Completion
| %
--- | ---
Online application form | 48%
Guided web form | 30%
Paper form | 11%
No preference | 12%

Q17 - Which do you prefer to use to complete applications?
Base: n=172; those who used guided web form

Return to Figure 56

Figure 57: Suggestions to Improve Communication via My VAC Account
| %
--- | ---
Live chat feature | 53%
Personalised dashboard feature | 42%
More guided web forms | 19%
Nothing | 7%
Other | 18%
Don't know | 14%

Q18 - What, if anything, can VAC do to better communicate with you through My VAC Account?
Base: n=551; registered users (Multiple responses accepted)

Return to Figure 57

Figure 58: Access to My VAC Account
| %
--- | ---
Through a laptop or desktop computer | 54%
Through a mobile device | 15%
Use both | 31%

Q19 - How do you typically access My VAC Account?
Base: n=551; registered users

Return to Figure 58

Figure 59: Operating Systems Used to Access My VAC
| %
--- | ---
Microsoft Windows | 57%
Apple iOS | 16%
Google Android | 13%
Mac OS | 11%
Other | 2%
Don’t know | 2%

Q20 - Which operating system do you typically use to access My VAC Account
Base: n=551; registered users

Return to Figure 59

Figure 60: Value My VAC Account Provides for CAF and RCMP Members Releasing Soon
| A lot of value | Some value | A little value | No value at all | Don’t know
--- | --- | --- | --- | --- | ---
Soon-to-release CAF members | 41% | 21% | 8% | 3% | 27%
Soon-to-release RCMP members | 19% | 12% | 3% | 5% | 60%

Q21 - Finally, considering everything you know about My VAC Account, how much value does the online service provide for Canadian Armed Forces (CAF) or RCMP members who are transitioning out of service (releasing soon)?
Base: n=551; registered users

Return to Figure 60

Figure 86: Familiarity with My VAC Account
| %
--- | ---
Very familiar | 38%
Somewhat familiar | 46%
Not very familiar | 14%
Not at all familiar | 2%

How familiar are you with the department’s online service channel, My VAC Account?
Base: n=164

Return to Figure 86

Figure 87: Knowledge of My VAC Account
| %
--- | ---
Very knowledgeable | 25%
Somewhat knowledgeable | 54%
Not very knowledgeable | 21%

Q2 - How knowledgeable would you say you are about the features available in My VAC Account?
Base: n=161; those familiar with My VAC Account

Return to Figure 87

Figure 88: Features of My VAC Account Employees are Familiar with
| %
--- | ---
Secure messaging | 86%
Veterans uploading documents | 70%
Veterans updating their contact/direct deposit information | 68%
Veterans applying through a guided web form | 63%
Veterans receiving electronic correspondence | 58%
Displaying Current Benefits and Payment | 35%
Benefits Navigator in My VAC Account | 24%
Posting page alerts or broadcast messages for Veterans | 15%
Other | 3%

Q3 - Which features are you most familiar with in My VAC Account? (multiple responses accepted)
Base: n=161; those familiar with My VAC Account

Return to Figure 88

Figure 89: Frequency of Visiting My VAC Account Section on VAC@Work
| %
--- | ---
At least once a week | 33%
A few times a month | 18%
A few times a year | 16%
Only once | 14%
Never | 19%

Q4_A - How often do you do the following? - Visit the My VAC Account section on VAC@Work.
Base: n=161; those familiar with My VAC Account

Return to Figure 89

Figure 90: Frequency of Using My VAC Account Training
| %
--- | ---
At least once a week | 14%
A few times a month | 18%
A few times a year | 16%
Only once | 25%
Never | 27%

Q4_B - How often do you do the following? - Use the My VAC Account training account.
Base: n=161; those familiar with My VAC Account

Return to Figure 90

Figure 91: Use of WebEx or In-person My VAC Account Training
| %
--- | ---
Yes, I have taken a training session | 70%
No, I am unaware of this training | 23%
No, I do not have enough time for this training | 4%
No, I am not interested in this training | 3%

Q7 - Have you received My VAC Account training via WebEx or in person?
Base: n=161; those familiar with My VAC Account

Return to Figure 91

Figure 92: Rating of VAC’s Performance Keeping Employees Informed about Updates to My VAC Account
| %
--- | ---
Very good | 20%
Good | 35%
Neutral | 28%
Poor | 9%
Very poor | 2%
I'm not sure | 6%

Q8 - How would you rate the department's performance in terms of keeping you informed about ongoing updates to My VAC Account?
Base: n=161; those familiar with My VAC Account

Return to Figure 92

Figure 93: Perceived Impact of My VAC Account on Work
| %
--- | ---
A positive impact | 80%
No impact | 14%
A negative impact | 7%

Q10 - Does My VAC Account have an impact on your work in any way?
Base: n=161; those familiar with My VAC Account [Does not apply removed from % calculation n=7]

Return to Figure 93

Figure 94: Frequency of Referring to My VAC Account when Interacting with Veterans
| %
--- | ---
At least once a day | 47%
Several times a week | 21%
About once a week | 8%
A few times a month | 8%
Less than a few times a month | 10%
Never; I don't know enough about My VAC Account | 6%

Q11 - How often do you refer to My VAC Account while interacting with Veterans?
Base: n=161; those familiar with My VAC Account [Does not apply removed from % calculation n=16]

Return to Figure 94

Figure 95: Frequency of Receiving Questions about My VAC Account from Veterans
| %
--- | ---
At least once a day | 41%
Several times a week | 16%
About once a week | 6%
A few times a month | 10%
Less than a few times a month | 17%
Never | 11%

Q12 - How often do you receive questions or comments about My VAC Account from Veterans?
Base: n=161; those familiar with My VAC Account [Does not apply removed from % calculation n=22]

Return to Figure 95

Figure 96: Use of Secure Messaging to Communicate with Veterans
| %
--- | ---
Yes | 71%
No | 29%

71% used secure messaging

Q13 - In the past 12 months, have you used My VAC Account’s secure messaging to communicate with Veterans?
Base: n=136; those who refer to My VAC while interacting with Veterans

Return to Figure 96

Figure 97: Experience using Secure Messaging
| %
--- | ---
Very good | 48%
Good | 42%
Neutral | 9%

Q14 - Overall, how was your experience with communicating via secure messaging?
Base: n=97; those who have used secure messaging

Return to Figure 97

Figure 98: Frequency of Using Secure Messaging
| %
--- | ---
At least once a day | 34%
Several times a week | 16%
About once a week | 13%
A few times a month | 22%
Less than a few times a month | 14%

Q16 - How often do you use secure messaging to communicate with Veterans?
Base: n=97; those who have used secure messaging

Return to Figure 98

Figure 99: Method Used to Initiate Communication with a Veteran
| %
--- | ---
It depends on the nature of the communication | 60%
Secure message | 25%
Telephone | 15%

Q17 - If you need to initiate communication with a Veteran who has secure messaging enabled, which contact method would you choose?
Base: n=97; those who have used secure messaging

Return to Figure 99

Figure 100: Use of secure messaging
| %
--- | ---
...responding to messages initiated by My VAC Account users? | 49%
...both responding and initiating | 46%
...initiating communication with My VAC Account users? | 4%

Q18 - When using secure messaging, are you...?
Base: n=97; those who have used secure messaging

Return to Figure 100

Figure 101: Issues with secure messaging
| %
--- | ---
Yes | 16%
No | 84%

16% have had issues with secure messaging

Q19 - In the past 12 months, have you had any difficulties using secure messaging to communicate with Veterans?
Base: n=97; those who have used secure messaging

Return to Figure 101

Figure 102: Awareness of New Pension for Life Benefits Digital-First Approach
| %
--- | ---
Aware and informed about this approach | 29%
Aware but not informed about this approach | 28%
Not aware | 43%

Q21 - Did you know that the new Pension for Life benefits are being implemented with a digital-first approach, which means that the application process is being designed for My VAC Account?
Base: n=161; those familiar with My VAC Account

Return to Figure 102

Figure 103: Comfort Promoting Digital-First Approach
| %
--- | ---
I am comfortable with this | 55%
I am pretty comfortable, but I may not have the equipment or tools needed to help Veterans | 10%
I am really not comfortable; I need more training | 30%
Other | 6%

Q22 - Are you comfortable promoting a digital-first approach with Veterans? Please keep in mind that digital does not mean without help and that traditional service channels will still be available.
Base: n=161; those familiar with My VAC Account

Return to Figure 103

Figure 104: Motivators to Promote use of My VAC Account
| %
--- | ---
Better understanding of how to use My VAC Account | 46%
Better understanding of the advantages | 32%
Having ambassadors or champions | 25%
Other | 8%
Nothing - I already promote My VAC Account | 37%

Q23 - What would encourage you to promote use of My VAC Account with Veterans? (multiple responses accepted)
Base: n=161; those familiar with My VAC Account

Return to Figure 104

Figure 105: Perceptions of the Value of My VAC Account for Employees
| %
--- | ---
Very valuable | 48%
Moderately valuable | 40%
Not very valuable | 7%
Not at all valuable | 4%

Q24 - How would you rate the overall value of My VAC Account for you when it comes to carrying out your responsibilities as a departmental employee?
Base: n=161; those familiar with My VAC Account

Return to Figure 105

Figure 106: Perceptions of the Value of My VAC Account for Employees
| %
--- | ---
Very valuable | 66%
Moderately valuable | 29%
Not very valuable | 1%
Not at all valuable | 4%

Q25 - And, how would you rate the overall value of My VAC Account for Veterans?
Base: n=161; those familiar with My VAC Account

Return to Figure 106

Figure 107: Usefulness of New Features
| Very useful | Somewhat useful | Not very useful | Not at all useful
--- | --- | --- | --- | ---
Ability to add files and links within secure messages | 77% | 21% | 1% | 1%
Adding access for POA/other representatives | 67% | 29% | 2% | 1%
Improved status tracking | 78% | 17% | 3% | 2%
Increasing applications available as guided web forms | 69% | 26% | 4% | 1%
Automatic benefits suggestions for Veterans | 67% | 24% | 5% | 4%
Adding case manager agreement to My VAC Account | 59% | 29% | 6% | 5%
Providing an estimated completion date for applications | 64% | 22% | 7% | 7%
Live online chat ability | 53% | 30% | 5% | 11%
Ability to video conference with Veterans | 41% | 30% | 12% | 17%

Q26 - The department is considering adding new features or enhancements to My VAC Account. How useful would each of the following be to you in terms of your work?
Base: n=161; those familiar with My VAC Account [Don’t Know Removed from % calculation n=12-51]

Return to Figure 107