Payments and Pensions

A. Key services

We ensure that current and retired federal government employees receive their payments, and we manage the government's bank accounts by negotiating banking arrangements for the issuance of payments and the collection of revenue.

Pay and Benefits

  • Online self-service tools, viewing pay stub/tax slips, and changing insurance coverage
  • Timely and accurate payments for employees PRIORITY SERVICE!
  • Pay advisory support for complex pay issues
  • Classroom and online training sessions on pay and insurance
  • Standardized and efficient pay administration services provided by the Public Service Pay Centre in Miramichi, N.B.

Pension

  • Standardized and efficient pension administration services per the Public Service Superannuation Act (PSSA) and the Royal Canadian Mounted Police Superannuation Act (RCMPSA) members provided by the Government of Canada Pension Centre in Shediac, N.B.
    • Provide pension related estimates and information for employees and pensioners
    • Process pension benefit payments for departing employees and annuitants PRIORITY SERVICE!
    • Answer queries and provide advice and guidance about pension entitlements
  • Efficient pension and benefits administration services for the Canadian Forces Superannuation Act (CFSA) provided by the Specialized Services Division, Compensation Sector on behalf of the Department of National Defence
    • Process Canadian Armed Forces retired members' pension benefit payments and answer queries
    • Provide basic information on benefits and pension options

Receiver General Services

  • Expert central accounting and reporting advice on the accounts of Canada and the production of the Public Accounts of Canada
  • Processing of payments to and from government
  • Management of the government's central treasury systems
  • Management and implementation of banking arrangements
  • Authentication of government payments, fraud detection and cheque enquiry services

B. Featured Initiatives

We are transforming and creating new services to better meet our clients' needs and ensure effective stewardship on behalf of Canadians.

Pay Transformation

The Transformation of Pay Administration Initiative comprises two projects: Pay Modernization Project and Consolidation of Pay Services Project.

Pay Modernization involves replacing the 40-year-old Regional Pay System with a modern, commercial, off-the-shelf pay system and streamlined business processes based on industry standards by 2015-2016. The new pay system (Phoenix) is scheduled to be implemented in 2015 with one release and three roll-outs (July, October and December 2015). NEW!

Consolidation of Pay Services involves gradually transferring pay administration services of departments using the Government of Canada Human Resources Management System (PeopleSoft) to the Public Service Pay Centre in Miramichi, N.B. The Pay Centre will administer pay for 184,000 employees in 56 departments once Phoenix is fully implemented.

Benefits:

  • Modern, consistent, timely, and cost-effective pay services across the Government of Canada.
  • Seamless integration with the Government of Canada HR System.
  • Streamlined business processes, increased automation and new self-service tools for employees and managers.

Pension Transformation

Transformation of Pension Administration Initiative.

Leveraging the new pension solution to support multiple pension plans and the migration of pension administration services in order to decrease the cost of pension administration for the Royal Canadian Mounted Police and the Canadian Armed Forces while improving client service and increasing alignment to common Government of Canada service standards and processes.

  • Completed the migration of the administration of the Royal Canadian Mounted Police pension plan to PWGSC in July 2014. NEW!
  • Continue the migration of Canadian Armed Forces pension plans and the establishment of a PWGSC pension centre satellite office in the National Capital Area.

Benefits:

  • Standardized and efficient pension administration services provided to all pension plan members.
  • Modern and timely pension administration services to employees, pensioners and federal government departments and agencies.
  • Immediate and consistent advice on pension matters with direct access to customer service representatives - thanks to streamlined business processes, increased automation and new self-service tools like pension calculators.

Paperless Compensation Products for Employees and Pensioners

PWGSC continuously strives to reduce the amount of paper used in its compensation operations. Online options have been developed for pensioners and employees, including the use of epost for those who do not have access to the government network.

Benefits:

  • Reduced paper production and associated costs.
  • Convenient access to online tools providing flexibility for employees and pensioners.

Receiver General Transformation

Receiver General Modernization

The Receiver General (RG) will continue its Modernization Initiative to review treasury and accounting delivery and its supporting business and information technology (IT) systems. The aim is to maintain the integrity and sustainability of critical government-wide treasury and accounting functions. We are fostering Open Government by increasing accessibility to government-wide accounting information, and moving our treasury operations into the digital age.

This year's focus is on establishing a target operating model, aligning with the departmental service excellence agenda, and the Government of Canada's vision for Financial Management Transformation, as well as industry trends in treasury functions and reporting. The RG will partner with the Office of the Comptroller General to review the current suite of central systems and the RG Control Framework to determine future needs and to achieve innovative solutions for a range of RG functions including central reporting, payment issuance and revenue collection. NEW!

Direct Deposit Initiative

Receiver General payments made on behalf of the Government of Canada (e.g. Employment Insurance payments, income tax refunds, Government of Canada pay and pension cheques) that are currently issued as cheques are being transitioned to direct deposit. Direct deposit is increasingly becoming a preferred method for issuing payments.

Benefits:

  • In comparison to cheques, direct deposit is more cost-effective, convenient, reliable and environmentally friendly.
  • The Initiative supports the swift and secure evolution to a modern digital payments system.

C. What's coming

Migration to Imaging Services for Pay Centre

The Public Service Pay Centre will continue to monitor and measure its service performance to achieve service standard targets for each wave of compensation advisor training. The Pay Centre will reduce dependency on paper with the migration to imaging services and the adoption of its new modernized and consolidated service delivery model, and will continue ongoing engagement and communication activities with client departments that they service.

New Direct Deposit Strategy

In an effort to increase direct deposit results in 2014-2015, a new direct deposit strategy is being implemented. The goal of this strategy is to address the cumbersome processes associated with paper-based enrolment and to provide simpler options for Canadians to enroll in direct deposit for Government of Canada (GC) payments. To assist in this endeavour, the Receiver General will be implementing a new call centre to offer over-the-phone enrolment and will also be exploring other options for web and in-person enrolment.

The Receiver General will be implementing a new monitoring process to support the requirement for mandatory direct deposit for all new GC payment recipients. Monthly reports will be produced via the Standard Payment System to monitor cheques being issued to new payment recipients.

D. Ensuring Value for Money SAVINGS!

  • Cost-effective pay services across the Government of Canada resulting in annual savings from efficiencies in pay administration of $78.1 million, starting in 2016-2017 with the implementation of the Transformation of Pay Administration Initiative government-wide.
  • Cost-effective pension administration services to employees, pensioners and federal government departments and agencies resulting in $29 million in annual efficiencies.
  • Reduced paper production and associated costs from paperless compensation products.

E. Service Standards, Results and Targets

We have met or surpassed 6 of our 8 targets for payments and pensions services. Our success is a result of our continued improvement in our systems, flexible and qualified staff, regularly updated ISO-certified processes, harmonious relationships with clients, and our friendly and accessible call centres to respond to client requests from anywhere in Canada. In 2013, we were 1% better than the peer median on pension payments and 14% above the peer median on pension estimates.

In 2014-2015, we will keep improving and keep an eye on our performance against comparable organizations to remain competitive.

Table Summary

The Table on Service Standards, Results and Targets for the Payments and Pensions service category shows service targets and results for 2013-2014, and service targets for 2014-2015 for the following services: Federal Pay and Benefits Administration; Federal Pension Administration; Receiver General Services and Common Departmental Financial and Materiel Management System. It also shows the results of Industry Benchmark if they are available in 2013-2014.

Payments and Pensions Target
2013-2014
Result
2013-2014
Industry
Benchmark & Result
Target
2014-2015
Federal Pay and Benefits Administration
Upon receipt of completed documentation from compensation advisors, pay adjustment transactions by the Pay Offices processed within established timeframes. 95% 99.4%Indicates that the target was met or surpassed   Replaced by service standard below.
Upon receipt of completed documentation from compensation advisors, interventions related to payments processed by the Pay Offices within 5 business days NEW! n/a n/a   95%
For departments receiving services from the Public Service Pay Centre, enquiries answered and transactions processed as per established pay standards. 95% 86%   95%
Federal Pension Administration
Pension transactions and pension-related payments processed within established timeframes.

Now includes pensions for Royal Canadian mounted Police and the Canadian Armed Forces.

95% 98%Indicates that the target was met or surpassed
  • PWGSC is 1% better than industry peer median on pension payments in 2013.
  • PWGSC is 14% above the industry peer median on pension estimates in 2013.Footnote (1)
95%
Answer Public Service Superannuation Act calls within 180 seconds 80% 77% Not available in 2013 Previous results 80%
Answer Canadian Forces Superannuation Act calls within 180 seconds NEW! n/a n/a   80%
Answer Royal Canadian Mounted Police Superannuation Act calls within 180 seconds NEW! n/a n/a   80%
Receiver General Services
Process all federal payments daily as per established schedules 99.99% 99.99%Indicates that the target was met or surpassed   99.99%
Reconcile monies received by the Receiver General for Canada within 2 business days 95% 100%Indicates that the target was met or surpassed   95%
Process Receiver General cheque status enquiries within 24 hours 99.9% 100%Indicates that the target was met or surpassed   99.9%
Process requests for a copy of a paid Receiver General cheque from the previous 6 years within 2 business days. (Scope expanded! - 2 years in 2013-14) 98% 100%Indicates that the target was met or surpassed   98%

Legend:
Indicates that the target was met or surpassedIndicates that the target was met or surpassed.
Indicates that the target has increased or the result has improved from the previous yearIndicates that the target has increased or the result has improved from the previous year.

We take our commitments on service standards very seriously. If you have any concerns related to our service standards or have any suggestions on how we can improve our services, feel free to contact us at sis@tpsgc-pwgsc.gc.ca.

Footnotes

Footnote (1)

PWGSC currently has pension services benchmarked by two organizations:

Cost Effectiveness Measurement (CEM)

  • International pension administration organizations in the public and private sector.
  • Benchmarks focused on single-year comparisons.
  • 61 leading global pension systems participate in the benchmarking process.
  • The custom peer group for the Public Service Superannuation Act (PSSA) consists of 14 peers. The most relevant comparisons are to systems similar to PSSA in total membership and nationality.

Quantitative Services Measurement (QSM)

  • Canadian pension administrators providing public service pensions at the municipal, provincial, and federal levels of government.
  • 7 leading public sector organizations from across Canada, that either sponsor pension plans and/or administer them on behalf of several pension plans, participate in the QSM survey.
  • The Benchmark is focused on five-year overviews and trends.
  • The Survey provides a wealth of information for pension plan administrators with benchmarks in a number of critical areas, including costs, volume drivers, service response times and qualitative risk management.

Return to footnote referrer (1)

F. Addressing shortcomings and client issues to increase satisfaction

Check out how we go the extra mile and ensure open communication with our clients.

Example 1: MORE EFFICIENT!

The Public Service Pay Centre in Miramichi, N.B., has temporarily been experiencing challenges in meeting client service standards, but is committed to urgently addressing client concerns. Service standards were impacted with the recent influx of 27 additional departments and pay accounts from the second wave of transfers (October 2013) and the training to be delivered to 197 new Pay Centre employees. The following actions have been taken:

  • Enhanced Workload Management: Workload is being better balanced between teams, and pending work is closely monitored to ensure that any emerging backlogs are immediately identified and resources allocated for overtime “blitzes” As well, training calendars have been adjusted to maximize staff availability.
  • Special Teams: Specialized teams are now assigned specific transaction types, to ensure timely and accurate processing, particularly on new hires and terminations. A case management team dedicated to identifying system and process issues has been set up.
  • Training and Tools: Additional training and optimization of automation capabilities (imaging and case management) are under way.
  • Enhanced Capacity: Have on-boarded seasoned workers.

Example 2: CLIENT-CENTRIC!

The Government of Canada Pension Centre is attentive to the needs of our clients, closely monitoring their feedback whether positive or negative. The nature of the comments is reviewed for innovative ways to improve the overall experience of our clients. The following are a few examples of improvements that have recently been incorporated:

  • Following feedback from clients regarding transfer value benefits, it became evident that clients would benefit from being provided with a more detailed explanation and a quick reference guide on the process. To assist the client in making an informed decision, supplementary information has now been added to the retirement information package. In addition, the transfer value process has been streamlined, and clients are now provided with updates on the status of their request.
  • In order to improve the client experience, we have optimized our Interactive Voice Response (IVR) telephony routing, ensuring that callers are directed to the appropriate agent, thus minimizing transferred calls.
  • As a matter of course, we encourage our clients to complete the “caller satisfaction survey” at the end of each call to inform us of their experience. This provides us with real-time comments, while the call is still fresh in the client's mind, as well as invaluable information about the performance of our staff and our processes.

Example 3: CLIENT-CENTRIC!

Although the annual pension newsletter had been generally well received by retired members, each year we received complaints about the length and odd size (it was printed bilingually on 8” x 28” paper). It was costly to produce and not easy for clients to scan or photocopy.

This year, the annual Notice to Pensioners newsletter and the Direct Deposit Statement were combined into a single product: the new Annual Pensioners’ Statement. The new statement provides recipients with a complete overview of their pension in plain understandable language. Further, this new statement was provided to members based on their language of choice and was also made available online for the first time.

G. How satisfied are you?

  • 83% of our clients are satisfied with the overall quality of Pay Office services. (Source: Compensation Services Client Feedback Survey 2013-2014)
  • 79% of our clients are satisfied with the overall quality of Pension Centre services. (Source: Public Service Pension Services Automated Telephone Survey 2013-2014)
  • Clients expressed a high level of satisfaction with the training and advice that was provided to them on the financial system. (Source: Common Departmental Financial System Satisfaction Survey 2011-2012)

H. To learn more about our payments and pensions services