STYPE. Sample Type (sample)
1 = Lapsed user
2 = Non-user

SCR1. Which of the following best describes you?
1 = a Veteran
2 = a retired or still-serving member of Canadian Armed Forces
3 = a retired or still-serving member of the RCMP
4 = a family member who receives benefits from VAC
99 = Prefer not to say

Q1A. To the best of your knowledge, what methods can you use to access or apply for VAC´s benefits?
1 = By mail
2 = In person at an office
3 = Online (unspecified)
4 = By telephone
5 = Through My VAC Account
20 = By email
21 = In person somewhere else
77 = Other. Please specify:
88 = Other
99 = Don’t know/Refused

SCR2. Are you a registered user of My VAC Account?
1 = Yes
2 = No
3 = Can’t recall

USERTYPE. Lapsed or non-user.
1 = Inactive
2 = Non-user

Q2. Approximately how long has it been since you last used My VAC Account?
1 = Between 2 and 3 years ago
2 = Between 3 and 4 years ago
3 = More than 4 years ago
4 = I can’t recall
5 = Never
99 = Don’t know/Refused

Q3. What was the reason you registered for My VAC Account?
1 = To apply online for VAC benefits and services.
2 = To track my application
3 = To send a secure message
4 = To view a summary of my benefits
5 = To sign up for direct deposit or change my banking information
6 = To update my personal information
7 = My case manager said I should
9 = I can’t recall
20 = For convenience / to make things easier (general)
21 = To find information about VAC benefits and services (general)
77 = Other. Please specify:
88 = Other
99 = Don’t know/Refused

Q4. Did you find registering for My VAC Account very easy, somewhat easy, somewhat difficult or very difficult?
1 = Very easy
2 = Somewhat easy
3 = Somewhat difficult
4 = Very difficult
99 = Don’t know/Refused

Q5. What did you find difficult about registering for My VAC Account?
1 = It took too long/too many steps
2 = I didn’t know what a GCKey was
3 = I experienced trouble linking my VAC file to my account
20 = The process was complicated / not user-friendly (general)
21 = I experienced issues with my password
77 = Other - Please specify.
88 = Other
99 = Don’t know/Refused

Q6. How did you first hear 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 = Veterans’ event
5 = Social Media
6 = Veterans’ organization
7 = Information sent to you by Veterans Affairs Canada
8 = Another government department/office
20 = Information sent to you by mail
21 = Browsing online (other website)
77 = Some other way. Please specify:
88 = Other
99 = Don’t know/Refused

Q7. What, if anything, do you know about My VAC Account?
1 = Nothing
20 = Provides access to VAC benefits and services (general)
21 = Provides online application for benefits
22 = Provides access to status updates
23 = Provides access to my account information / My VAC profile
24 = Provides access to my benefit claims history
25 = Provides a platform to communicate with VAC staff
26 = Provides an online alternative to phone or mail
27 = VAC Account is difficult to navigate / not user-friendly
28 = Account security concerns / privacy breach
77 = Record:
88 = Other
99 = Don’t know/Refused

Q8. What is the main reason you [haven’t registered to use My VAC Account/have not used My VAC Account recently]?
1 = Lack of interest
2 = Lack of need
3 = Online is too impersonal/prefer to connect using traditional methods
4 = Unclear about advantages of using My VAC Account
5 = Security concerns
6 = Privacy concerns
7 = Registration seems complicated/difficult
8 = Can’t remember password/login information
9 = Had trouble logging in/called instead
10 = No reason
11 = No computer
20 = Too busy
21 = Didn't know that it was an option
77 = Other. Please specify.
88 = Other
99 = Don’t know/Refused

Q9. How interested are you in learning more about this online service channel?
1 = Very interested
2 = Somewhat interested
3 = Not very interested
4 = Not at all interested
99 = Don’t know/Refused

Q10. How likely or unlikely would you be to [register for My VAC Account/start using My VAC Account again]?
1 = Very likely
2 = Likely
3 = Neither likely nor unlikely
4 = Unlikely
5 = Very unlikely
99 = Don’t know/Refused

Q11. Why are you not likely to [register for My VAC Account/start using My VAC Account again]?
1 = No need
2 = No reason/just don’t want to
3 = It’s faster/more efficient to call
4 = Had technical problems
5 = Don’t have access to a computer
6 = Don’t have access to the internet
20 = Don't know the benefit of the VAC account
21 = Prefer not to use computers / not tech-savvy
22 = Security concerns
23 = Prefer to contact the VAC in-person
77 = Other. Please specify.
88 = Other
99 = Don’t know/Refused

Q12A. Not a factor at all/Very important factor: Concerns about the security of personal information when using the Internet.
1 = 1 - not a factor at all
2 = 2
3 = 3
4 = 4
5 = 5 - very important factor
99 = Don't know/Refused

Q13. What, if anything, would encourage or motivate you to [start using My VAC Account/use My VAC Account again]?
1 = Increased awareness of the service
2 = Understanding the benefits/advantages of using My VAC Account
3 = Make it easier to register for the service
4 = Confidence that my personal information will be safe
5 = Online technical support available
6 = 1-800 technical support line
7 = Having access to a computer
8 = Having access to internet
9 = Nothing – I intend to use the service in the future
10 = Nothing – I have no intention of using the service
20 = A need to use the VAC account benefits (general)
21 = Make it easier to navigate the service / more user-friendly
77 = Other. Please specify.
88 = Other
99 = Don’t know/Refused

Q15. In the last year or so, have you submitted a paper application by mail or in person at a VAC area office?
1 = Yes
2 = No
99 = Don’t know/Refused

Q19. How would you prefer to receive news about benefits from Veterans Affairs Canada?
1 = Through My VAC Account
2 = Mail
3 = Telephone
20 = Email
21 = Online (unspecified)
77 = Other – Please specify.
88 = Other
99 = Don't know/Refused

Q20. All things considered, are you very comfortable, somewhat comfortable, not very comfortable or not at all comfortable using web applications?
1 = Very comfortable
2 = Somewhat comfortable
3 = Not very comfortable
4 = Not at all comfortable
99 = Don’t know/Refused

Q21. In what year were you born?
9999 = Refused

Q22. Would you be willing to tell me in which of the following age categories you belong?
1 = 18 to 29
2 = 30 to 39
3 = 40 to 49
4 = 50 to 59
5 = 60 to 69
6 = 70 or older
99 = Refused

Q23. In which province or territory do you live?
1 = Newfoundland and Labrador
2 = Prince Edward Island
3 = Nova Scotia
4 = New Brunswick
5 = Quebec
6 = Ontario
7 = Manitoba
8 = Saskatchewan
9 = Alberta
10 = British Columbia
11 = Yukon
12 = Northwest Territories
13 = Nunavut
99 = Refused

Q27. What type of internet connection do you have at home?
1 = Dial-up
2 = High Speed
99 = Don’t know/Refused

Q28. Gender
1 = Male
2 = Female

1 = 18-39
2 = 40-59
3 = 60+
9 = Refused

LANG. Survey Language
EN = English
FR = French