File created by user 'apache' at Mon Mar 15 17:26:09 2021
UserID - Client Id
LANGUAGE - Please select the language in which you wish to complete the survey.
Q1 - Are you a registered user of My VAC Account?
Q2 - Have you used My VAC Account in the past 12 months?
Q3 - Have you used My VAC Account in the past 6 months (i.e., between September 2020 and February 2021)?
Q4 - On average, how often would you say you use My VAC Account?
Q5 - How did you first learn about My VAC Account?
Q5_009_O - How did you first learn about My VAC Account?
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
Q6_002 - Uploading documents to support your applications. - Which of the following features have you accessed in My VAC Account? Select all that apply
Q6_003 - Viewing a summary of your benefits. - Which of the following features have you accessed in My VAC Account? Select all that apply
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
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
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
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
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
Q6_009 - Updating your personal information. - Which of the following features have you accessed in My VAC Account? Select all that apply
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
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
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
Q6_013 - Other, please specify - Which of the following features have you accessed in My VAC Account? Select all that apply
Q6_013_O - Other, please specify - Which of the following features have you accessed in My VAC Account? Select all that apply
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
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
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
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
Q7_005 - Have you used any of the following in My VAC Account? Select all that apply
Q8 - When you registered for My VAC Account, which of the following did you use?
Q9_001 - I didn't want to use my banking information. - Why did you use GCKey to register? Select all that apply
Q9_002 - I was more comfortable with GCKey. - Why did you use GCKey to register? Select all that apply
Q9_003 - My bank wasn't an option in Sign-in Partner. - Why did you use GCKey to register? Select all that apply
Q9_004 - Other, please specify - Why did you use GCKey to register? Select all that apply
Q9_004_O - Other, please specify - Why did you use GCKey to register? Select all that apply
Q9_005 - Why did you use GCKey to register? Select all that apply
Q9_006 - Why did you use GCKey to register? Select all that apply
Q10 - How easy or difficult was the process to register for My VAC Account?
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
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
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
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
Q11_005 - Other, please specify - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
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
Q11_006 - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
Q11_007 - You said it was difficult to register for My VAC Account. Why was this difficult? Select all that apply
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.”?
Q13 - What is your preferred method for contacting VAC?
Q13_007_O - What is your preferred method for contacting VAC?
Q14 - In the past 12 months, have you tried contacting VAC through secure messaging?
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)
Q15A (CODED) Approximately how many times have you connected directly with VAC staff through secure messaging in the past 12 months?
Q15B (CODED) Approximately how many times have you connected directly with VAC staff through secure messaging in the past 6 months?
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)
Q15A_F - Approximately how many times have you connected directly with VAC staff through secure messaging? - In the past 6 months (i.e., between September 2020 and February 2021)
Q15A_F_001_O - Approximately how many times have you connected directly with VAC staff through secure messaging? - In the past 6 months (i.e., between September 2020 and February 2021)
Q16 - On average, how long did you wait to receive a response?
Q17 - How long did you expect to wait for a secure message reply?
Q17_005_O - How long did you expect to wait for a secure message reply?
Q18 - Did you connect with your case manager when using secure messaging?
Q19 - Are there other Veterans Affairs Canada staff who you would like to contact through secure messaging?
Q19_001_O - Are there other Veterans Affairs Canada staff who you would like to contact through secure messaging?
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?
Q20B_A - How satisfied, or dissatisfied, have you been with your experience using secure messaging to connect directly to VAC staff in the past 6 months?
Q20B_B - How satisfied, or dissatisfied, have you been with your experience using secure messaging to connect directly to VAC staff in the past 12 months?
Q20B_B - (RECODED) How satisfied, or dissatisfied, have you been with your experience using secure messaging to connect directly to VAC staff in the past 12 months?
Q21 - Did you have any difficulties using secure messaging?
Q22_001 - It took too long for a response. - What difficulties did you experience? Select all that apply
Q22_002 - I wanted a secure message reply but got a call back instead. - What difficulties did you experience? Select all that apply
Q22_003 - My issue wasn't resolved. - What difficulties did you experience? Select all that apply
Q22_004 - My question wasn't answered. - What difficulties did you experience? Select all that apply
Q22_005 - I didn’t know where to send it (i.e., VAC, BPA, VRAB) - What difficulties did you experience? Select all that apply
Q22_006 - Other, please specify - What difficulties did you experience? Select all that apply
Q22_006_O - Other, please specify - What difficulties did you experience? Select all that apply
Q22_007 - What difficulties did you experience? Select all that apply
Q22_008 - What difficulties did you experience? Select all that apply
Q23 - After communicating through secure messaging with a VAC staff member, or your case manager, have you needed to re-contact VAC to have a follow up conversation?
Q24_001 - Through secure messaging again - How did you re-contact VAC? Select all that apply
Q24_002 - Calling VAC - How did you re-contact VAC? Select all that apply
Q24_003 - Other, please specify - How did you re-contact VAC? Select all that apply
Q24_003_O - Other, please specify - How did you re-contact VAC? Select all that apply
Q24_004 - How did you re-contact VAC? Select all that apply
Q24_005 - How did you re-contact VAC? Select all that apply
Q25M1 - Do you have suggestions to help improve secure messaging?
Q25M2 - Do you have suggestions to help improve secure messaging?
Q26 - How would you prefer to receive updates about VAC programs, services, and benefits?
Q26_006_O - How would you prefer to receive updates about VAC programs, services, and benefits?
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
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
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
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
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
Q27_006 - Other, please specify - 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
Q27_006_O - Other, please specify - 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
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
Q27_008 - 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
Q28M1 - Do you have any suggestions to help improve ‘News and Notifications’?
Q28M2 - Do you have any suggestions to help improve ‘News and Notifications’?
Q29 - How often would you like to receive news from Veterans Affairs Canada?
Q30 - How helpful was the information you found on the Member Transition Task List?
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
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
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
Q31_004 - Other, please specify - 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
Q31_004_O - Other, please specify - 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
Q31_005 - 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
Q31_006 - 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
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?
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?
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?
Q34M2 - 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?
Q35M1 - What other information about the status of your application would you like the ‘Track your applications’ feature to provide?
Q35M2 - What other information about the status of your application would you like the ‘Track your applications’ feature to provide?
Q36 - How helpful were the average processing times found in the Wait Time Tool?
Q37 - Did the Wait Time Tool tell you approximately when to expect a decision on your application?
Q38 - Which of the following best describes your experience accessing information when you visit My VAC Account?
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
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
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
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
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
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
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
Q39_005_O - Other, please specify - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
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
Q39_007 - Prefer not to say - Why do you generally not find all the information you need when you visit My VAC Account? Select all that apply
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.
Q40_B - To what extent do you agree or disagree with the following statements about the information in My VAC Account? - Information in My VAC Account has the right amount of detail.
Q40_C - To what extent do you agree or disagree with the following statements about the information in My VAC Account? - Information in My VAC includes helpful external resources.
Q40_D - To what extent do you agree or disagree with the following statements about the information in My VAC Account? - I understand the next steps.
Q40_E - To what extent do you agree or disagree with the following statements about the information in My VAC Account? - The information in My VAC Account is easy to understand.
Q41_A - To what extent do you agree or disagree with the following statements? - My VAC Account is visually appealing.
Q41_B - To what extent do you agree or disagree with the following statements? - I think My VAC Account uses practices that ensure system security.
Q41_C - To what extent do you agree or disagree with the following statements? - I like the updates that I have seen in My VAC Account in the past year.
Q41_D - To what extent do you agree or disagree with the following statements? - I can do the business I need to with VAC through My VAC Account.
Q41_E - To what extent do you agree or disagree with the following statements? - I would recommend My VAC Account to others.
Q42AM1 - Why did you disagree with the statement:
Q42AM2 - Why did you disagree with the statement:
Q42BM1 - Why did you disagree with the statement:
Q42BM2 - Why did you disagree with the statement:
Q42CM1 - Why did you disagree with the statement:
Q42CM2 - Why did you disagree with the statement:
Q42DM1 - Why did you disagree with the statement:
Q42DM2 - Why did you disagree with the statement:
Q42EM1 - Why did you disagree with the statement:
Q42EM2 - Why did you disagree with the statement:
Q43 - Overall, how satisfied or dissatisfied are you with your experience using My VAC Account?
Q44_001 - Features are difficult to use - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_002 - Minimal communication/updates from VAC - Why are you dissatisfied with your My VAC Account experience? Select all that apply
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
Q44_004 - Lack of support/assistance - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_005 - Technical difficulties (e.g. it is unavailable often) - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_006 - Trouble finding information I need. Please specify: - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_006_O - Trouble finding information I need. Please specify: - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_007 - Other, please specify - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_007_O - Other, please specify - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_008 - Why are you dissatisfied with your My VAC Account experience? Select all that apply
Q44_009 - Why are you dissatisfied with your My VAC Account experience? Select all that apply
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
Q45M2 - 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
Q45M3 - 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
Q46 - Are you?
Q47 - How do you identify your gender? This may be different from the information noted on your birth certificate or other official documents.
Q48_001 - English - What language do you speak most often at home? Select all that apply
Q48_002 - French - What language do you speak most often at home? Select all that apply
Q48_003 - Other - What language do you speak most often at home? Select all that apply
Q48_004 - What language do you speak most often at home? Select all that apply
Q49 - In which of the following age categories you belong?
Q50 - Are you of First Nations, Métis or Inuit descent?
Q51 - In which province or territory do you live?
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.
Q52M2 - 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.
Q52M3 - 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.
Q53M1 - Would you be willing to provide the first three digits of your postal code?
Q53M2 - Would you be willing to provide the first three digits of your postal code?
Q54 - What type of internet connection do you have at home?
Q55 - Finally, have you ever visited a VAC area office with a question?
Q56_001 - I have never needed to visit a VAC office - Why have you never visited a VAC area office?Select all that apply
Q56_002 - I prefer to deal with VAC online - Why have you never visited a VAC area office?Select all that apply
Q56_003 - There is not a VAC office in my area - Why have you never visited a VAC area office?Select all that apply
Q56_004 - Other, please specify - Why have you never visited a VAC area office?Select all that apply
Q56_004_O - Other, please specify - Why have you never visited a VAC area office?Select all that apply
Q56_005 - Why have you never visited a VAC area office?Select all that apply
Q56_006 - Why have you never visited a VAC area office?Select all that apply
Other Veterans Affairs Canada staff who you would like to contact through secure messaging?
Suggestions to improve Secure Messaging
Suggestions to improve News and Notifications section
Why did the Track your Applications feature not provide enough detail about the status of your application
Other information about the status of your application that you would like Track your Applications feature to provide
Why do you generally not find all the information you need when you visit My VAC Account