It’s time to reconsider service delivery at Veterans Affairs Canada

Too often, structural changes are proposed to deal with problems that are actually the symptoms of a much larger issue.

Veterans Ombudsman Guy Parent says the outcomes often experienced by veterans who are denied benefits, after having gone through the entire application and appeal process, are a symptom of problems rooted in the application process itself. If we fixed the front end of the process, we would reduce the effort (and cost) currently expended to provide the various levels of appeal at the end of the process. The Hill Times photograph by Jake Wright

By Veterans Ombudsman Guy Parent

PUBLISHED : Friday, March 28, 2014 9:15 PM

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