Vaccine Impact Assistance Program: Data blog

Made timely program information more accessible through the VIAP website

We launched the VIAP website to give claimants access to program information, resources and updates, all in one place.

The website guides them through the entire claims process by providing information on:

• policies
• program eligibility
• financial supports
• the application process

We’ll keep updating it to make information easier to find, and to reflect new program information as it becomes available.

Ensured integrity of transferred claim information to the new program

We transferred, organized and validated information related to over 3,000 claims and over 350,000 documents from the former program to the new IT system. We then reviewed everything to make sure it was properly captured in the new system, and available to support future claim assessments and decision-making.

Provided claimants and stakeholders with the information they need

We delivered 2 information sessions to help claimants understand the program transition, as well as new processes and policies, the current state of the program, and our next steps.

We sent thousands of letters and emails to existing claimants to explain:

• the transition to the new program
• what to expect as their claims continued through the program
• how to register for the new claimant portal and view their claim information

In addition, we’ve sent letters to communicate important updates or request information related to assessing and processing claims.

We also reached out to national health care professional organizations, as well as provincial and territorial medical regulatory authorities, to increase awareness of the program transition and changes affecting claimants.

Giving claimants direct access to support

We established a VIAP contact centre and mailroom to provide dedicated claimant support and manage incoming correspondence.

Claimants have access to a centralized contact centre with trained officers who provide support and general claim information between 8:30 am and 4:30 pm local time across Canada. A centralized mailroom also lets claimants submit applications and supporting documents through the mail, while our secure online portal handles electronic submissions.

Providing claimants with secure online access to their information

We designed and launched a new secure online portal to give claimants secure, self-service access to key program services. All claimants can use the portal to:

• submit applications
• update personal information
• upload supporting documents
• access claim-related documents
• receive program communications

Maintaining financial support for approved claimants during the transition

We provided financial support to eligible claimants during the transition, including ongoing income support and reimbursements for ongoing eligible treatment and rehabilitation expenses.

Improving transparency in program delivery and decision making

We established the VIAP Policy Framework, which formally sets out the rules, principles and requirements that govern the program, including:

• appeals
• eligibility
• decision making
• financial support
• medical assessment

The program also posted separate eligibility and appeals guidance to support the policy framework on the VIAP website. The guidance gives claimants more practical information about how these parts of the program work and what they mean for them.

We’re also developing guidance on financial supports, including injury indemnity and income support, to help claimants better understand available supports and how they work.