Our Change Objectives Objective 1

• Transforming our customs services
• Transforming our tax services
• Transforming benefits programs
• Transforming appeals

Transforming our tax services

"The first step in the business transformation of our tax services will be a series of consultations with clients, stakeholders, and staff. Consultation will focus on a variety of topics, such as client-oriented service and ensuring best value for public monies."

We learned some valuable lessons in transforming our customs services. We are taking the experience we gained in formulating the Customs Action Plan, and developing a transformation process for our tax clients. As in customs we will build on our past accomplishments and service innovations. We will also renew our commitment to client-centred approaches that clearly put the needs and priorities of our clients first.

As a first step, we will hold extensive consultations with clients, stakeholders, and staff, focusing on a variety of topics, including retaining public trust, client-oriented service, building on partnerships, building organizational capacity, and ensuring best value for public monies.

We will consult with individuals, small and medium enterprises, large businesses, and charities, and with our customs clients to ensure that we pursue an integrated approach. The information gained from these consultations will assist us in confirming the needs and expectations of our clients. Input from clients and staff will be key to identifying the best possible mix of services that help people voluntarily comply with the law, but also address those situations when people do not.

In 1999-2000, over 25% of the more than 23 million individual tax returns received were submitted in electronic format using NETFILE, TELEFILE, or EFILE.

In the first year, we will formulate a clear vision for the future of our tax services and begin to transform the business processes and approaches to respond to the priorities of our clients. Throughout the process, we will ensure that our employees have the right tools, training, and learning they will need to fulfill their roles and contribute to our success as an organization.

While bringing precision to the future directions of tax services, we will also continue to pursue specific program improvements.

The following initiatives in tax programs will support our business transformation objective by:

• consulting our clients and stakeholders on the future direction of our tax services and drawing together our service improvement strategies into acohesive and client-focused framework;
• maintaining public trust by treating confidential tax information in accordance with the highest standards of security;
• ensuring our enforcement programs mitigate the potential risks associated with the growth in electronic commerce and Internet business;
• increasing audit coverage rates to ensure deterrence, thereby increasing the fiscal impact of our enforcement programs and overall fairness of the tax system;
• taking full advantage of new management approaches and best practices in carrying out our collection activities; and
• making further service delivery improvements for the voluntary sector and taking advantage of opportunities for new partnership arrangements.

As part of these initiatives, we will deliver the following in the first year of our three-year plan.

Key tax deliverables for 2001-2002

Authentication Management System, to allow the development of secure, electronic self-service options over the Internet. The first application will be a secure, reliable, change-of-address process.

Business Number, to make the business number registration service available over the Internet.

T4 Internet Filing, to enable employers to file T4 (Statement of Remuneration Paid) returns over the Internet.

Pre-Authorized Debits, to replace post-dated cheques for individual income tax installment payments, and later in the year, for collection arrangements.

Compliance Quality Initiatives, to ensure the quality of compliance activities, taking into account the needs of clients and the CCRA's overall objectives.

Date modified:

2002-01-04