Introduction

The Canada Customs and Revenue Agency (CCRA) wants to serve Canadians better. Better service is the reason for our evolution from department to agency. It drives the changes we seek and the strategies that support them.

This business plan results from our first full year of operation as an agency, and the first full year of engagement of our Board of Management. As a consequence, the CCRA now has a stronger sense of its organizational direction and a more focused approach to meeting our business objectives, supporting the Government of Canada's priorities, and fulfilling our legislative requirements to Parliament.

"This plan lays out the four priority areas of our change agenda that are key to our success."

We are in the midst of massive transformation. The Summary of the Corporate Business Plan lays out the four priority areas of our change agenda that are key to our success and that set the stage for the five-year parliamentary review of our performance as an agency. These four areas reflect client-driven business transformation, enabled by better human resources management, administrative reform, and improved comptrollership with a focus on results. From these areas will flow the action plans to make the changes in our management processes that address our client service objectives and that make good business sense.

This business plan fully integrates our service improvement agenda with internal reform and is fundamental to our accountability to Parliament and Canadians. We urge all employees to read it, and we expect all managers to use it in their own workplans, strategies, and business improvement initiatives.

Our bottom line is unchanged—we are committed to improving the numerous services we provide to Canadians, while ensuring judicious use of public funds. The map on the following page illustrates the many ways the CCRA serves Canadians, and provides some insight into the important role we play in the government's continuing push toward better service.

Date modified:

2002-01-04