Veterans’
understanding of program information and eligibility requirements for the
Veterans Independence Program and Disability Benefits webpages on
veterans.gc.ca
Executive
Summary
Prepared for Veterans Affairs Canada by Nanos
Research
January 2024
This publication may be reproduced for
non-commercial purposes only. Prior written permission must be obtained from Veterans
Affairs Canada. For more information on this report, please contact Veterans
Affairs Canada at: commsresearch-commsrecherche@veterans.gc.ca
© His Majesty the King in Right of Canada, as
represented by the Minister of Public Services and Procurement Canada, 2024.
Catalogue Number:
V49-21/2024E-PDF
International
Standard Book Number (ISBN): 978-0-660-70300-8
Related
publications
(registration number: POR 001-23)
Catalogue
Number V49-21/2024F-PDF (French Report)
ISBN
978-0-660-70301-5
Veterans Affairs Canada (VAC) retained Nanos Research
to conduct focus groups among non-client Veterans and non-client family members
and caregivers of Veterans in the form of online focus groups. The
purpose of the research was to allow VAC to assess the understanding and
perceptions of non-client Veterans, their families and caregivers regarding web
content for two of VAC’s most used programs and services. The study also seeks
to identify—in terms of program information and eligibility criteria—possible barriers
for new and potential clients.
The specific research objectives were:
- To understand the level of clarity Veterans
have around the information on the VAC website regarding the top two most
used VAC programs (Veterans Independence Program and Disability Benefits);
- To clarify participants’ understanding of the
information presented to them for the two previously mentioned programs;
- To identify any barriers—perceived by
participants within the information about these programs— contained on the
VAC web pages they were presented; and,
- To improve existing methods of outreach and
communication to non-client Veterans, their families and caregivers who
may benefit from VAC programs and services but who are aware they are
eligible.
The overall objective of the research was to help inform
VAC’s decisions on how to reach, communicate with and better inform the entire Veteran
community in Canada.
Nanos conducted
10 online focus groups among Canadians who have served in the Canadian military,
their families and caregivers, 18 years of age and older, who have not received
benefits in the past or present. The focus groups were held between 5-13 December
2023. Two (2) of the groups were conducted in French and eight (8) were
conducted in English.
The configuration
of the groups were:
Non-client Veterans
- 2 groups with Veterans from Western
Canada (ENG)
- 2 groups with Veterans from Atlantic
Canada (ENG)
- 2 groups with Veterans from Ontario
(ENG)
- 1 group with Veterans from Quebec (FR)
Family
Members/Caregivers
- 2 groups with family members/caregivers (ENG)
- 1 group with family members/caregivers (FR)
Across all groups, 83 participants were
recruited and 63 attended. Participants received a $100 honorarium. Focus group
sessions were about 90 minutes in duration.
Participants were not shown the web content prior to the
focus groups. Prior to discussing a web page, the moderator showed participants
the web page via screenshare. They were then sent the web link via the group
chat and given five (5) minutes to review the content prior before discussing
as a group. This process was repeated for the web content shown in Modules B
and C.
Focus group research
is qualitative and directional in nature
and must not be used
to estimate the numeric proportion—or number of individuals in the population—who
hold a particular opinion. The focus group research allows VAC to gauge the
views and gather in-depth insights from specific communities of interest.
For a detailed methodology, including
the profile of participants, please see Appendix A. For screenshots of the
webpages shown to participants, please see Appendix B.
The total contract value was $59,861.75
(HST included).
Supplier name:
Nanos Research
PWGSC contract number: CW2300408
Original contract date:
2023-03-29
For more information,
contact Veterans Affairs Canada at veterans.gc.ca.
This certification is to be submitted with the
final report submitted to the Project Authority.
I hereby certify, as a Representative of Nanos
Research, that the deliverables fully comply with the Government of Canada
political neutrality requirements outlined in the Government of Canada’s Policy
on Communications and Federal Identity and Directive on the Management of
Communications. Specifically, the deliverables do not include information on
electoral voting intentions, political party preferences, party standings with
the electorate, or ratings of the performance of a political party or its
leaders.
Nik Nanos
Chief Data Scientist and
President
Nanos Research
nik@nanos.co
(613) 234-4666 x237
·
Overall,
most participants were aware of VAC websites, with veterans.gc.ca being
mentioned most often. When prompted specifically, participants generally said
they had heard of veterans.gc.ca before, and many had also heard of My VAC
Account, though a few noted they had never visited the site.
·
After
prompting by the moderator, about half the participants in the family and
caregiver groups said they had heard of My VAC Account, but noted they weren’t
very familiar with it or had heard of it several years ago. A few noted they
had never heard of it, including they assume from the name it is similar to CRA My Account or Service Canada. Among
participating Veterans, most said they had heard of My VAC Account before,
saying they had heard of it either through VAC, in the news, or on social media
and the internet, as well as LinkedIn, or through an internet search or an
advertisement.
·
Participants
in both streams most often said they think veterans.gc.ca is the main website
for VAC, with a few saying they believe that My VAC Account is a more specific
page for users. A few participants said they had visited VAC websites
previously, having heard of them through word of mouth, conferences, school or
having searched online.
Ease of understanding
information on VAC webpages
Disability Program
Page
·
Most participating family/caregivers and Veterans
found it easy or somewhat easy to understand the sections in the program pages,
with all participating family members or caregivers finding it easy or somewhat
easy to understand the “About this Program” section, to understand what is
needed to apply, and to understand how to apply. Participating Veterans mostly
found the “About this Program” section easy to understand as well; however,
they did have some difficulties understanding the disability corrective payment
section, as well as what is needed to qualify and how to apply for it.
·
Participants in both streams often praised the
straightforward, simple information, plain language and use of quick links as
contributors to their ease of understanding. They also offered some suggestions
to increase understanding, which include:
o
providing definitions of terms;
o
clearly stating the benefits offered by the
program;
o
listing all the documentation needed in order to
apply; and,
o
shortening the page (or providing a link tree up
top) to avoid having to scroll, which can cause issues on a cellphone.
·
Across both streams, there was a bit more
confusion on understanding the “Disability pension corrective payment” section,
especially amongst participating Veterans. While a number of
participants said it was short, simple and the bullet points made it easy to
understand, others said they found it confusing, especially as it only applies
to a small group of people. These participants weren’t
sure if someone would know to look at this section, or if it was in the right
place. Some participants said they had to re-read the information a few times
to understand it and suggested adding additional clarification. Others
mentioned it doesn’t explain what corrective payments are, how a corrective
payment could impact their families or how to tell if they are eligible for one.
Veterans Independence
Program Page
·
Although there was less of a consensus on the understanding
of the sections within the program webpage, most participants found the pages
to be easy or somewhat easy to understand.
·
Participants mentioned the following as
contributors to the ease of understanding the information on the page:
o
the plain language;
o
the format used; and,
o
the inclusion of contact numbers.
·
They did note some concerns, including:
o
a lack of clarity in the beginning of the text on
eligibility/how the program works with other programs;
o
confusion related to the ease of contract bed criteria
and how that would impact eligibility; and,
o
confusion regarding how the benefits may differ
by province.
·
Participants shared suggestions on how to improve
different aspects of the page, including:
o
definitions of the various terms;
o
providing examples of how the process works and
what applications look like;
o
a section that outlines all the documentation
needed to apply, specifying what assistance can be provided;
o
shortening the page to reduce scrolling and being
more mobile friendly; and,
o
ensuring the back button functions, so they don’t
lose their spot on the page.
Identifying
information gaps on VAC webpages
Disability Program
Page
·
Overall, participants in both streams reiterated that
they found the page generally easy to understand. They did identify some
information to add to the pages, including:
o
what benefits are available for different types
of disability;
o
what proof of disability is required and how that
could be obtained; and,
o
what forms or documentation is required for the
application process, as well as more information in the program description.
·
Participating Veterans also suggested:
o
the addition of timelines for the application
process;
o
to better clarify what corrective payments are;
o
examples of applications for different types of
cases; and,
o
a way to quickly check if they are eligible
before they begin the application process (other than the list of eligibility
criteria).
Veterans Independence
Program Page
·
In terms of information missing from the page,
participants mentioned the following:
o
adding a section that outlines the scope of the
program;
o
additional and clearer information on the availability
of the program outside bigger cities;
o
a way to quickly and easily confirm eligibility
before applying (on behalf of themselves or someone else);
o
adding more detailed information to the “Find out
More” section; and,
o
providing information on what to do, or who to
contact, if their application is denied.
Recommendations to
improve clarity of information
Disability Program
Page
·
Both streams had a number of
recommendations to improve the program page, including:
o
a mobile-friendly layout (shortening the page so
there is less need to scroll, adding a “back to top”
button);
o
more and better definitions of terms throughout;
o
clarifying the qualifications with examples,
including a list of all documentation needed to apply;
o
clearly stating the contact information and telephone
numbers up front and throughout the page;
o
adding quick links for how to apply or receive
the benefit and a link tree up to the top of the page;
o
moving the payment dates up to the top of the
page; and
o
ensuring text clearly identifies hyperlinks as
they found the simple underline easy to miss.
Veterans Independence
Program Page
·
Participating family members/caregivers and Veterans
provided numerous recommendations to improve the clarity of information on the
page, most often mentioning:
o
providing further clarification and definitions
for terms;
o
an information or link index to make it easier to
navigate the sections;
o
clearly stating the qualifications and criteria;
o
providing more detail on what is available in
each city;
o
increasing the font size;
o
clearly stating the payment dates up at the top
of the page;
o
adding more colour and visual interest; and,
o
adjusting the tone of the information to be more
welcoming and friendly and less clinical or bureaucratic.