Compliance (cont'd)

Benefit Programs and Other Services

Our Benefit Programs and Other Services business line is guided by our expected outcome that Canadians receive their rightful share of entitlements.

Millions of Canadians rely on our administration for benefit payments that are made in the right amount and at the right time. Ensuring that this system runs smoothly makes a direct contribution to quality of life, particularly for the benefit clients for whom these payments represent a significant share of household income.

Millions of Canadians rely on our administration for benefit payments that are made in the right amount and at the right time.

We administer the two largest and most visible benefit programs in Canada: the Canada Child Tax Benefit (CCTB) and, the goods and services tax/harmonized sales tax (GST/HST)credit. Ninety-eight percent of all these payments are generally delivered on time, and in the right amount. However, many of our clients, particularly at times coinciding with the new benefit year or cheque mailing dates, rely heavily on telephone communication with us. As we stated in the Annual Report, our telephone accessibility needs to be improved. Our target is to answer 40% to 60% of all telephone calls on the first attempt. Recent expansions of our toll-free telephone service for CCTB and GST/HST credit enquiries, in combination with the introduction of a new system of redirecting overflow calls during peak periods, will help in meeting our target.

Our processing and delivery systems are also used to deliver benefits and one-of-a-kind payments on behalf of our partners, provinces, territories, and other departments of the federal government. We have consistently implemented these new and amended programs on time and within budget without compromising the high level of service our clients and partners expect.

Through a memorandum of understanding with Human Resources Development Canada (HRDC), we administer those parts of Employment Insurance (EI) and Canada Pension Plan (CPP) legislation that deal with the determination of employee-employer relationships, and the eligibility of income for EI and CPP purposes. As a result of the Auditor General's report on EI fraud in British Columbia, as well as recommendations made by the Standing Committee on Public Accounts, the CCRA is taking the necessary steps to enhance our ability to deal with EI claims where fraud or abuse is suspected. We have enhanced existing systems to enable tracking and reporting of EI cases dealing with fraud, and improve information sharing with HRDC. During 2002-2003, the CCRA and HRDC will work in close co-operation, monitoring performance and ensuring adherence to procedures.

Effective communication, fair and responsive service, and timely payment of benefits and credits are all essential to ensure Canadians receive their rightful share of entitlements. Their importance in achieving our expected outcome is reflected in the anticipated results and success criteria set out in Exhibit G.

Date modified:

2002-03-21