Foreword by the Chair, Board of Management

The year 2000 was a year of unprecedented change for the Canada Customs and Revenue Agency (CCRA). The change from department to agency occurred smoothly due to the dedication and professionalism of CCRA employees. They emphasized high standards in service delivery, and introduced innovative new services for Canadians.

In becoming an agency, the CCRA has endorsed the view that first-rate service to the public will occur only if the highest standards of excellence prevail within the organization. To achieve management excellence, the CCRA must take full advantage of its greater flexibility and develop tailored solutions that will allow more effective responses to a changing environment.

This approach is reflected in our three management change objectives -- in human resource renewal, in administrative reform and renewal, and in integrating transparent management for results.

Through these objectives, the CCRA will put decision-making more squarely in the hands of managers. They, who know their clients and business processes best, will be better equipped to support employees, improve services, and operate more efficiently.

The CCRA's planning process is an increasingly important means by which to achieve consensus on and awareness of strategic priorities. The business plan is an important tool for managers, providing them with a framework to guide decision-making. It helps ensure that the decisions and actions of the management team result in service improvements across all the Agency's operations.

We have an ambitious agenda, and expectations are high, but with the continued dedication and professionalism of our employees, I am confident we will meet the challenges that lie ahead.

On behalf of my colleagues on the Board of Management, I am pleased to submit the CCRA's Summary of the Corporate Business Plan for the period 2001-2002 to 2003-2004 to the Honourable Martin Cauchon, Minister of National Revenue.

Michael L. Turcotte
Chair, Board of Management

Date modified:

2002-01-04