Employment and Social Development Canada

Canada Pension Plan: Service improvement strategy

Implementation year

The Canada Pension Plan Service Improvement Strategy (CPP SIS), developed by the Employment and Social Development Canada (ESDC), was successfully concluded in 2022. The six-year strategy was designed to address service delivery challenges brought on by the increasing number of clients and evolving client expectations of government services.

Over the course of the six years, more than 30 initiatives were implemented to improve the overall service delivery for the millions of Canadians who rely on the CPP and CPP-Disability programmes. These initiatives ranged from client facing service improvements such as increasing the number of e-services available, to modernization and streamlining of back-end processing systems to ensure timely delivery of a benefit to an increasing number of clients.

Service quality