The Centralized Mail initiative was designed in 2011 to direct all incoming Veteran documents to a central location in order to reduce Veteran and staff confusion resulting from multiple address choices. The Centralized Mail project commenced in 2011 and was fully operational by April 1, 2016. Through a partnership with Public Services and Procurement Canada in Matane, QC, (PSPC Matane) documents are received there, digitized and uploaded to the Veterans Affairs Canada (VAC) Client Service Delivery Network (CSDN)Footnote 1 system. Approximately 1.5 million pages of mail were scanned in the 2015-16 fiscal year.
The objectives of this audit were to assess the adequacy of the management control framework, assess compliance with VAC’s guidelines and business processes, and confirm turnaround times and identify opportunities to improve efficiency. The scope of the audit includes Veteran documents received at PSPC Matane between April 1, 2016 and July 31, 2016. The audit team examined Veteran correspondence processed at PSPC Matane as well as management and oversight of the Centralized Client Mail Centre (CCMC), from PSPC Matane’s initial receipt to the date the correspondence is digitized and available for viewing.
The team found a high degree of compliance with key requirements and that documents are being processed promptly. The audit team found that roles and responsibilities had been clearly established but some business processes were out of date. As with any new process, there are training requirements to be addressed. Both a quality assurance process and guidance with respect to storage of the hard copy documents should be developed and implemented. Management has responded to the audit recommendations and has begun implementing corrective actions.
This audit engagement was planned and conducted to be in accordance with the "Internal Auditing Standards for the Government of Canada". Overall, the audit team determined that the management control framework, compliance and efficiency relating to the centralized mail process is “Generally Acceptable.”
Chief Audit Executive's Signature
Sheri Ostridge
Chief Audit Executive
Date: April 28, 2017