Appendix One: Contact with Service Canada

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Contact with Service Canada / Government of Canada

Q: During the past six months, have you contacted the Govt. of Canada to obtain information or service, including applying for benefits related to a government program?1

 Yes 36% and No 63%

Q: [IF NO] And have you contacted the Govt. of Canada to obtain information or service, including applying for benefits related to a government program in the past 5 years?2

 Yes 36% and No 64%

Base: 1All Canadians; Apr./May 06, n=2,503, 2Canadians who have not had contact in past 6 months, n=1,595

Contact with Service Canada / Government of Canada

Contact in past six months (Service Canada) 28%, Contact in past six months (non Service Canada 7%, Less recent contact 20%, No contact in past 5 years 41% and DK/NR/Other 4%

Base: All Canadians; Apr./May 06, n=2,503

Recent contact with Service Canada in past 6 months – Group 1

Q: Did your contact concern any of the following programs or services?

Passport 39%, Employment Insurance 33%, Canada Pension Plan-Retirement Pension 18%, 1 800 OCanada 17%, Social Insurance NUmber 16%, Old Age Security 14%, Employment assistance programs or services 14%, Canada Pension Plan-Disability 11%, Guaranteed Income Supplement 9%, Income Taxes/Canada Revenue Agency 7% and Other 4%

Base: Canadians with recent contact with Service Canada; Apr./May 06, n=705

Recent contact with Govt. of Canada in past 6 months – Group 2

Q: Did your contact concern any of the following programs or services?

Income Taxes/Canada Revenue Agency 54%, Education-related 13%, Other benefits 10%, Through work 7%, Immigration 5%, Registration/licences 3%, Agriculture/farm 2%, Veteran affairs 1% and Other 11%

Base: Canadians with recent contact with Service Canada; Apr./May 06, n=162

Reason for less recent contact – Group 3

Q: Did your contact concern any of the following programs or services?

Passport 49%, Employment Insurance 34%, Canada Pension Plan-Retirement Pension 21%, Social Insurance Number 20%, Old Age Security 19%, Employment assistance programs or services 13%, 1 800 OCanada 11%, Canada Pension Plan-Disability 10%, Guaranteed Income Supplement 10%, Income Taxes/Canada Revenue Agency 7% and Other 1%

Base: Canadians with contact with Service Canada/Government of Canada in past 5 years; Apr./May 06, n=498

Service Channels – Group 1

Q: Which ways have you had contact with Service Canada in the past six months?

Telephone 58%, Website 49%, In-person 39%, Mail 24%, E-mail 15% and Kiosk 6%

Base: Those who contacted Service Canada to obtain information or service in the past 6 moths; Apr./May 06, n=652

Reason for recent contact – Group 1

Q: On whose behalf did you contact Service Canada?

For themselves 79%, For a child 14%, For a spouse 13%, For other family member 11% and Other 8%

Base: Those who contacted Service Canada to obtain information or service in the past 6 moths; Apr./May 06, n=652

Government of Canada websites

Q: How many times have you visited Government of Canada websites over the past twelve months?

Zero 23%, 1-5 times 39%, 6-10 times 14%, 11-20 times 11% and 2 times or more 11%

Base: Internet users; Apr./May 06, n=1,998


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