LANGUAGE - Please select the language in which you wish to complete the survey.
en = English
fr = French

Q1 - Are you a registered user of My VAC Account?
1 = Yes
2 = No
3 = I don't know
4 = Prefer not to say

Q2 - Have you used My VAC Account in the past 12 months?
1 = Yes
2 = No
3 = I can't recall
4 = I prefer not to say

Q4 - On average, how often would you say you use My VAC Account?
1 = At least once a day
2 = Several times a week
3 = About once a week
4 = About once a month
5 = Less than once a month
6 = I don't know
7 = I prefer not to say

Q5 - How did you first learn about My VAC Account?
1 = Word of mouth (e.g., from a friend or colleague)
2 = VAC staff member
3 = Browsing the VAC website
4 = Social Media
5 = Veterans' organization or event
6 = Information sent to you by VAC
7 = The Canadian Armed Forces (CAF)
8 = Another government department/office
9 = Other, please specify
10 = I can't recall
11 = I prefer not to say

Q6_001 - Applying online for VAC benefits and services. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Applying online for VAC benefits and services.

Q6_002 - Uploading documents to support your applications. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Uploading documents to support your applications.

Q6_003 - Viewing a summary of your benefits. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Viewing a summary of your benefits.

Q6_004 - Signing up for direct deposit or changing your banking information. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Signing up for direct deposit or changing your banking information.

Q6_005 - Communicating with VAC staff through secure messaging. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Communicating with VAC staff through secure messaging.

Q6_006 - Communicating with the Bureau of Pensions Advocates (BPA). - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Communicating with the Bureau of Pensions Advocates (BPA).

Q6_007 - Communicating with the Veterans Review and Appeal Board (VRAB). - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Communicating with the Veterans Review and Appeal Board (VRAB).

Q6_008 - Receiving correspondence from VAC in My VAC Account Inbox. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Receiving correspondence from VAC in My VAC Account Inbox.

Q6_009 - Updating your personal information. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Updating your personal information.

Q6_010 - Adding your email address to receive email notifications from My VAC Account. - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Adding your email address to receive email notifications from My VAC Account.

Q6_011 - Changing communications preferences (e.g., Go Paperless). - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Changing communications preferences (e.g., Go Paperless).

Q6_012 - Accessing COVID-19 related features/information about VAC’s programs and services (e.g., relief measures, virtual document submissions) - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Accessing COVID-19 related features/information about VAC’s programs and services (e.g., relief measures, virtual docu

Q6_013 - Other, please specify - Which of the following features have you accessed in My VAC Account? Select all that apply
1 = Other, please specify

Q7_001 - Member Transition Task List to help guide the transition from military life to life after service. - Have you used any of the following in My VAC Account? Select all that apply
1 = Member Transition Task List to help guide the transition from military life to life after service.

Q7_002 - Track your Applications to view the status of your application. - Have you used any of the following in My VAC Account? Select all that apply
1 = Track your Applications to view the status of your application.

Q7_003 - Wait Time Tool to find out the average process times.* - Have you used any of the following in My VAC Account? Select all that apply
1 = Wait Time Tool to find out the average process times.*

Q7_004 - Guided Web Forms to complete a VAC application. - Have you used any of the following in My VAC Account? Select all that apply
1 = Guided Web Forms to complete a VAC application.

Q7_005 - Have you used any of the following in My VAC Account? Select all that apply
1 = None of these tools.

Q8 - When you registered for My VAC Account, which of the following did you use?
1 = GCKey
2 = Sign-in Partner
3 = I can't recall
4 = I prefer not to say

Q9_001 - I didn't want to use my banking information. - Why did you use GCKey to register? Select all that apply
1 = I didn't want to use my banking information.

Q9_002 - I was more comfortable with GCKey. - Why did you use GCKey to register? Select all that apply
1 = I was more comfortable with GCKey.

Q9_003 - My bank wasn't an option in Sign-in Partner. - Why did you use GCKey to register? Select all that apply
1 = My bank wasn't an option in Sign-in Partner.

Q9_005 - Why did you use GCKey to register? Select all that apply
1 = I can't recall

Q9_006 - Why did you use GCKey to register? Select all that apply
1 = I prefer not to say

Q10 - How easy or difficult was the process to register for My VAC Account?
1 = Very difficult
2 = Somewhat difficult
3 = Somewhat easy
4 = Very easy
5 = I can't recall
6 = I prefer not to say

Q11_001 - It took too long. - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
1 = It took too long.

Q11_002 - There were too many steps. - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
1 = There were too many steps.

Q11_003 - I didn't know what a GCKey was. - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
1 = I didn't know what a GCKey was.

Q11_004 - I experienced trouble linking my VAC file to my account. - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
1 = I experienced trouble linking my VAC file to my account.

Q12 - 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.”?
1 = Strongly disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Strongly agree
6 = I don't know
7 = I prefer not to say

Q13 - What is your preferred method for contacting VAC?
1 = Secure message in My VAC Account
2 = Phone
3 = Mail
4 = Email
5 = In-person
6 = Social media
7 = Other, please specify
8 = I don't know
9 = I prefer not to say

Q15A_E - Approximately how many times have you connected directly with VAC staff through secure messaging? - In the past 12 months (i.e., between March 2020 and February 2021)
1 = Number of times you connected directly with VAC staff
2 = I haven't connected
3 = I can't recall
4 = I prefer not to say

Q15A (CODED) Approximately how many times have you connected directly with VAC staff through secure messaging in the past 12 months?
1 = Once
2 = Twice
3 = 3 to 4 times
4 = 5 to 9 times
5 = 10+ times
6 = Many times (unspecified)
7 = I can't recall
8 = I haven't connected
99 = Prefer not to say

Q15B (CODED) Approximately how many times have you connected directly with VAC staff through secure messaging in the past 6 months?
1 = Once
2 = Twice
3 = 3 to 4 times
4 = 5 to 9 times
5 = 10+ times
6 = Many times (unspecified)
7 = I can't recall
8 = I haven't connected
99 = Prefer not to say
999 = Did not use in last 6 months

Q16 - On average, how long did you wait to receive a response?
1 = Less than one business day
2 = 1-2 business days
3 = 3-5 business days
4 = More than 5 business days
5 = I can’t recall
6 = I prefer not to say

Q17 - How long did you expect to wait for a secure message reply?
1 = Less than one business day
2 = 1-2 business days
3 = 3-5 business days
4 = More than 5 business days
5 = Other, please specify
6 = I can’t recall
7 = I prefer not to say

Q18 - Did you connect with your case manager when using secure messaging?
1 = Yes
2 = No
3 = I don't have a case manager
4 = I can't recall
5 = I prefer not to say

Q19 - Are there other Veterans Affairs Canada staff who you would like to contact through secure messaging?
1 = Yes, please specify
2 = I don't know
3 = I prefer not to say

Q20A - How satisfied, or dissatisfied, have you been with your experience using secure messaging to connect directly to VAC staff in the past 12 months?
1 = Very dissatisfied
2 = Dissatisfied
3 = Neutral
4 = Satisfied
5 = Very satisfied
6 = I don’t know
7 = I prefer not to say

Q22_001 - It took too long for a response. - What difficulties did you experience? Select all that apply
1 = It took too long for a response.

Q22_002 - I wanted a secure message reply but got a call back instead. - What difficulties did you experience? Select all that apply
1 = I wanted a secure message reply but got a call back instead.

Q22_003 - My issue wasn't resolved. - What difficulties did you experience? Select all that apply
1 = My issue wasn't resolved.

Q22_004 - My question wasn't answered. - What difficulties did you experience? Select all that apply
1 = My question wasn't answered.

Q22_005 - I didn’t know where to send it (i.e., VAC, BPA, VRAB) - What difficulties did you experience? Select all that apply
1 = I didn’t know where to send it (i.e., VAC, BPA, VRAB)

Q24_001 - Through secure messaging again - How did you re-contact VAC? Select all that apply
1 = Through secure messaging again

Q24_002 - Calling VAC - How did you re-contact VAC? Select all that apply
1 = Calling VAC

Q24_004 - How did you re-contact VAC? Select all that apply
1 = I can’t recall

Q26 - How would you prefer to receive updates about VAC programs, services, and benefits?
1 = Through My VAC Account
2 = Email
3 = Mail
4 = Telephone
5 = In-person
6 = Other, please specify
7 = I don’t know
8 = I prefer not to say

Q27_001 - Commemoration events and related news - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select all th
1 = Commemoration events and related news

Q27_002 - New program and services - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select all that apply
1 = New program and services

Q27_003 - Changes to benefits - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select all that apply
1 = Changes to benefits

Q27_004 - Updates to My VAC Account and new features - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select a
1 = Updates to My VAC Account and new features

Q27_005 - Mental health information and services - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select all t
1 = Mental health information and services

Q27_007 - There is a News and Notifications Section at the bottom of the main page of My VAC Account. VAC uses this section to share information with you. What topics would you like to read about here? Select all that apply
1 = I don’t know

Q29 - How often would you like to receive news from Veterans Affairs Canada?
1 = Once a week
2 = Once a month
3 = Twice a year
4 = Once a year
5 = Only when absolutely necessary
6 = I do not want to receive news from Veterans Affairs Canada
7 = I don’t know
8 = I prefer not to say

Q30 - How helpful was the information you found on the Member Transition Task List?
1 = Not at all helpful
2 = Slightly helpful
3 = Very helpful
4 = I can’t recall
5 = I prefer not to say

Q31_001 - I did not know about it. - Earlier you indicated that you haven’t used the ‘Track your applications’ feature in My VAC Account to view the status of your application. Why is that? Select all that apply
1 = I did not know about it.

Q31_002 - I did not need to use it. - Earlier you indicated that you haven’t used the ‘Track your applications’ feature in My VAC Account to view the status of your application. Why is that? Select all that apply
1 = I did not need to use it.

Q31_003 - It seemed complicated to use. - Earlier you indicated that you haven’t used the ‘Track your applications’ feature in My VAC Account to view the status of your application. Why is that? Select all that apply
1 = It seemed complicated to use.

Q32 - Earlier you indicated that you used the ‘Track your applications’ feature in My VAC Account. Did ‘Track your applications’ help you find out the status of your application?
1 = No
2 = In part / Somewhat
3 = Yes
4 = I can't recall
5 = I prefer not to say

Q33 - Does the ‘Track your applications’ feature provide you with enough detail about the status of your application and how quickly your application is being processed?
1 = Yes
2 = No
3 = I don't know
4 = I prefer not to say

Q36 - How helpful were the average processing times found in the Wait Time Tool?
1 = Not at all helpful
2 = Slightly helpful
3 = Moderately helpful
4 = Very helpful
5 = I can’t recall
6 = I prefer not to say

Q38 - Which of the following best describes your experience accessing information when you visit My VAC Account?
1 = I generally find everything I need
2 = I generally find most of what I need
3 = I generally find some of what I need
4 = I generally find none of what I need
5 = I can’t recall
6 = I prefer not to say

Q39_001 - My VAC Account is hard to navigate. - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = My VAC Account is hard to navigate

Q39_002 - The information in My VAC Account does not have enough detail. - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = The information in My VAC Account does not have enough detail

Q39_003 - The information in My VAC Account is difficult to understand. - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = The information in My VAC Account is difficult to understand

Q39_004 - My VAC Account is complicated to access. - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = My VAC Account is complicated to access

Q39_005 - Other, please specify - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = My VAC Account is hard to navigate.

Q39_008 - Some forms are hard to find/difficult to use - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
0 = 0
1 = Some forms are hard to find/difficult to use

Q39_009 - Inaccurate wait times/wait times need updating - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
0 = 0
1 = Inaccurate wait times/wait times need updating

Q39_006 - Don't know - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
1 = I don't know

Q40_A - To what extent do you agree or disagree with the following statements about the information in My VAC Account? - Information in My VAC Account is easy to find.
1 = Strongly disagree
2 = Disagree
3 = Neither agree or disagree
4 = Agree
5 = Strongly agree
6 = I don’t know
7 = Does not apply

Q43 - Overall, how satisfied or dissatisfied are you with your experience using My VAC Account?
1 = Very dissatisfied
2 = Dissatisfied
3 = Neither satisfied or dissatisfied
4 = Satisfied
5 = Very satisfied
6 = I don’t know
7 = I prefer not to say

Q44_001 - Features are difficult to use - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Features are difficult to use

Q44_002 - Minimal communication/updates from VAC - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Minimal communication/updates from VAC

Q44_003 - Not enough details provided to find forms/specific information - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Not enough details provided to find forms/specific information

Q44_004 - Lack of support/assistance - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Lack of support/assistance

Q44_005 - Technical difficulties (e.g. it is unavailable often) - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Technical difficulties (e.g. it is unavailable often)

Q44_006 - Trouble finding information I need. Please specify: - Why are you dissatisfied with your My VAC Account experience? Select all that apply
1 = Trouble finding information I need. Please specify:

Q46 - Are you?
1 = a war Veteran (Second World War or Korean War)
2 = a serving member of the Canadian Armed Forces
3 = a retired member of the Canadian Armed Forces
4 = a serving member of the RCMP
5 = a retired member of the RCMP
6 = a family member who receives benefits from VAC
7 = I prefer not to say

Q47 - How do you identify your gender? This may be different from the information noted on your birth certificate or other official documents.
1 = Male
2 = Female
3 = Another Gender
4 = I prefer not to say

Q48_001 - English - What language do you speak most often at home? Select all that apply
1 = English

Q48_002 - French - What language do you speak most often at home? Select all that apply
1 = French

Q48_003 - Other - What language do you speak most often at home? Select all that apply
1 = Other

Q49 - In which of the following age categories you belong?
1 = 18-29
2 = 30-39
3 = 40-49
4 = 50-59
5 = 60-69
6 = 70-79
7 = 80+
8 = I prefer not to say

Q50 - Are you of First Nations, Métis or Inuit descent?
1 = First Nations
2 = Métis
3 = Inuit
4 = No
5 = I prefer not to say

Q51 - In which province or territory do you live?
1 = Alberta
2 = British Columbia
3 = Manitoba
4 = New Brunswick
5 = Newfoundland and Labrador
6 = Northwest Territories
7 = Nova Scotia
8 = Nunavut
9 = Ontario
10 = Prince Edward Island
11 = Quebec
12 = Saskatchewan
13 = Yukon
14 = Prefer not to say

Q53M1 - Would you be willing to provide the first three digits of your postal code?
001 = 001
002 = No

Q54 - What type of internet connection do you have at home?
1 = Dial-up
2 = High speed*
3 = I don’t have an internet connection in my home
4 = I don’t know
5 = I prefer not to say

Q55 - Finally, have you ever visited a VAC area office with a question?
1 = Yes
2 = No
3 = I don’t know
4 = I prefer not to say

Q56_001 - I have never needed to visit a VAC office - Why have you never visited a VAC area office?Select all that apply
1 = I have never needed to visit a VAC office

Q56_002 - I prefer to deal with VAC online - Why have you never visited a VAC area office?Select all that apply
1 = I prefer to deal with VAC online

Q56_003 - There is not a VAC office in my area - Why have you never visited a VAC area office?Select all that apply
1 = There is not a VAC office in my area

Other Veterans Affairs Canada staff who you would like to contact through secure messaging?
1 = Case manager
2 = Adjudicators / decision makers
3 = Someone specific (individual or program)
4 = General staff / anyone from VAC
5 = Supervisors / managers
6 = Medical professionals / nurse / physician
7 = In-person / a VAC office
8 = Bureau of Pensions Advocates / lawyer
9 = Veterans Independence Program
999 = No response

Suggestions to improve Secure Messaging
1 = Live chat / faster reply
2 = Hire more staff / better trained staff / ensure consistency in staff
3 = Accurate / clear responses
4 = Quicker processing of files / applications
5 = Improvements to functionality (i.e., delete old messages, allow for attachments ect)
6 = Ability to contact case manager / a specific VAC staff member
7 = Improve ease of access (via computer and app)
8 = Like it / keep up the good work
9 = No suggestions
10 = Get rid of secure messaging / prefer speaking with an agent on the phone
11 = Notify us of new messages
12 = Acknowledge receipt of messages / documents
13 = Send updates regarding next steps / timeline
14 = Point of contact for follow-ups / ability to follow-up with same agent
88 = Other

Suggestions to improve News and Notifications section
1 = More updates / keep it current
2 = More diverse / tailored content
3 = Notifications of new content / send by email
4 = Notice on cost of living
5 = Fix broken links
6 = Better content / not PR (general)
7 = Keep it simple / clear / no pop-ups
8 = Like it / keep up the good work
9 = No suggestions
10 = Information on wait times / applications / deadlines
88 = Other

Why did the Track your Applications feature not provide enough detail about the status of your application
1 = Information about status is too vague / generic
2 = Lack of information at the various steps / only states which step with no additional details
3 = Encountered delays / timeline is inaccurate
4 = No estimated date of approval provided
88 = Other
99 = No response

Other information about the status of your application that you would like Track your Applications feature to provide
1 = More accurate / personalized wait times / ability to see where file stands in queue
2 = Better communication / provide personalized explanation for delays
3 = More detailed breakdown at the various steps / clearer outline of each steps entail
4 = Information on what / which document(s) are missing to expedite / proceed with file
5 = Provide explanation for application decisions / withdrawal
6 = Ability to view which agent is reviewing my file / contact information for decision maker(s)
88 = Other
99 = No response

Why do you generally not find all the information you need when you visit My VAC Account
1 = Inaccurate wait times / wait times need updating
2 = Some forms are hard to find / difficult to use / not available
3 = Ease of access / difficulty navigating
4 = Information is difficult to understand / find
5 = Information is not detail enough / raises more questions
88 = Other

1 = COVID-19
2 = Not aware of a local VAC office
3 = Due to disability
4 = Local office not accessible / no local office
5 = No need
6 = No response

Q5_009_O - How did you first learn about My VAC Account?
009 = Other, please specify

Q6_013_O - Other, please specify - Which of the following features have you accessed in My VAC Account? Select all that apply
013 = Other, please specify

Q9_004_O - Other, please specify - Why did you use GCKey to register? Select all that apply
004 = Other, please specify

Q11_005_O - Other, please specify - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
005 = Other, please specify

Q13_007_O - What is your preferred method for contacting VAC?
007 = Other, please specify

Q15A_E_001_O - Approximately how many times have you connected directly with VAC staff through secure messaging? - In the past 12 months (i.e., between March 2020 and February 2021)
001 = Number of times you connected directly with VAC staff

Q19_001_O - Are there other Veterans Affairs Canada staff who you would like to contact through secure messaging?
001 = Yes, please specify

Q22_006_O - Other, please specify - What difficulties did you experience? Select all that apply
006 = Other, please specify

Q24_003_O - Other, please specify - How did you re-contact VAC? Select all that apply
003 = Other, please specify

Q25M1 - Do you have suggestions to help improve secure messaging?
001 = 001
002 = No suggestions

Q34M1 - Why did you say that the ‘Track your applications’ feature did not provide you with enough detail about the status of your application and how quickly it is being processed?
001 = 001
002 = I don't know

Q44_006_O - Trouble finding information I need. Please specify: - Why are you dissatisfied with your My VAC Account experience? Select all that apply
006 = Trouble finding information I need. Please specify:

Q45M1 - What additional suggestions can you share to help Veterans Affairs Canada improve My VAC Account? This could be changes to My VAC Account itself, or suggestions for new features or information to be added to the online service. *Please do not incl
001 = 001
002 = No suggestions
003 = Not sure

Q52M1 - To help us better understand how results vary by region of the country, will you please provide your postal code? Your postal code will not be used to identify you or link your survey responses to you.
001 = 001
002 = I don't know
003 = I prefer not to say