| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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.
| 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]
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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
| % | |
|---|---|
| My VAC Account | 81% |
| 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.
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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.
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| Secure message in My VAC Account | 66% |
| Phone | 30% |
| 1% | |
| Other | 3% |
Q3 - What is your preferred method for contacting VAC?
Base: n=510 registered users
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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]
| % | |
|---|---|
| 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
| % | |
|---|---|
| Satisfied | 64% |
| Not Satisfied | 36% |
Q7 - Were you satisfied with this response time?
Base: n=416; those who have contacted VAC through Secure Message
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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).
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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)
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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)
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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%]
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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)
| % | |
|---|---|
| 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)
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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)
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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]
| % | |
|---|---|
| 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]
| % | |
|---|---|
| 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]
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| ...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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| % | |
|---|---|
| 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
| 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]