Annex 4: List of Documents / Databases Reviewed

OVO documents:

• Five-Year Strategic Plan Priorities and Key Activities
• OVO Strategic Plan Placemat May 30
• Annual Reports, 2008-09 to 2017-18
• Client Satisfaction Survey by Corporate Research Associates, 2014
• CRM (Ombudsman File Tracking System) Category, Issue and Finding Types document indicating the data fields being collected OVO Charlottetown Operations (Contact Centre)
• Integrated Business Plan, 2017-2019 & 2019-2021
• Highlights from stakeholder meetings, 2016-2018
• Logic Model, 2015-2016 (archived)
• List of Veterans Groups, 2016
• Memorandum of Understanding with VAC - Internal Services and Information Sharing, 2017
• Order in Council (OIC) P.C. 2007-530, April 3, 2007
• Organizational Chart, February 2019
• OVO Research Reports, 2008-2018
• The OVO within the Veterans Benefits Review and Appeal Eco-system (Draft Nov. 2019)
• Performance Information Profile (PIP), August 2018
• Report Cards, 2017 & 2018
• Salary and O&M as per OVO Financial Statements, March 19, 2019
• Service Level Agreements (SLAs) with VAC, 2016-2019
• 2007 Planning documentation
• Veterans and Other Client feedback questionnaire by Corporate Research Associates, 2013
• Website content:
  • Mandate
  • Veterans Ombudsman Advisory Council Terms of Reference and members
  • Success stories
• What We Do (PPP)
• Approved Veterans Ombudsman GC InfoBase, Jan 23 2019
• CRM (Ombudsman File Tracking System)
• Federal Ombudsman Concept Paper (Draft Dec. 2019)
• OVO Five-Year Strategic Plan Priorities and Key Activities
• Salary and O&M as per OVO Financial Statements, March 19, 2019
• Veterans Review and Appeal Board Pamphlet: An Independent Tribunal, 2010

VAC documents:

• Audit of VAC’s Governance, December 2017
• Departmental Plan, 2018-19
• Departmental Results Framework, 2019-2020
• Intranet content: Confidentiality of the Office of the Veterans Ombudsman, August 24, 2016
• Memorandum of Understanding with VAC - Internal Services and Information Sharing, 2017
• Departmental Results Reports, 2014-15 to 2018-19
• VAC National Survey 2017

Other documents:

• Media scan of OVO coverage, 2010-2018
• Scan of Ombudsman Offices (various websites)
• Evaluability Assessment of the OVO done by Goss Gilroy Inc., 2019
• Report of the Standing Committee on Veterans Affairs, 2007 - “A Helping Hand for Veterans: Mandate for a Veterans Ombudsman”
• Order in Council (OIC) P.C. 2007-530, April 3, 2007
• Organizational Design Review: Exploring Structural Efficiencies, by Louis Sequin. May 2018