Benefit Programs and Other Services

Through this business line, we issue income-based benefits on behalf of federal, provincial, and territorial governments. We support low- and moderate-income families and individuals through programs that include the Canada Child Tax Benefit (CCTB), the Goods and Services Tax/Harmonized Sales Tax (GST/HST) Credit, the Disability Tax Credit, the Children’s Special Allowances, as well as 17 provincial and territorial benefit programs.

Our program administration has proven to be responsive, timely, and effective. As a result, our federal, provincial, and territorial partners continue to rely on us to support them in delivering key programs. We provide our partners with data transfers, which assist them in calculating social assistance, and our services are used to issue rulings for the Canada Pension Plan (CPP) and Employment Insurance (EI) programs. We are proud of our accomplishments. However, we know we can do more to create new opportunities for collaboration that would reduce overlap and duplication of program delivery. To do so, we will invest in technology and seek efficiency and productivity opportunities in line with the priorities and objectives of the Agency.

Strategies and Key Initiatives

The following are the Agency’s strategies in benefits programs:

Maintain strong performance in the timely and accurate delivery of benefit payments

Our performance indicates we are meeting our expected outcomes. We issue over 99% of all payments in a timely manner to CCTB and GST/HST credit recipients, including payments under related provincial and territorial benefit and credit programs. In addition, we are developing new case management tools and service standards, such as processing Disability Tax Credit (DTC) claims filed outside the normal T1 assessing process, to complement those already introduced. We will develop new monitoring tools and processes, including validation techniques, to ensure that the right benefits are delivered promptly to the right individuals.

Maintain quality services on telephone and self-service channels, reduce the need to call, and increase client awareness

We will maintain telephone accessibility levels and increase client awareness of entitlements and obligations through the expanded use of technology. Key information will be available during peak call-volume periods. Our Web site, which provides answers to common benefit enquiries, now includes the “My Account” page. This gives clients a convenient, single point of access for information about their benefit accounts. The Child and Family Benefits Online package, to be implemented shortly, will give clients more self-service options.

Improve program responsiveness and increase capacity to deliver new programs so partners will choose to have the CCRA administer programs on their behalf

We understand that building and maintaining good relationships fosters trust, accountability, fairness, and integrity. This is critical if we are to capitalize on emerging opportunities. With this in mind, we have redesigned systems to increase capacity, expanded electronic services, and developed service standards. We also have increased collaboration with departments such as Social Development Canada to provide better service at reduced cost and to increase efficiencies in program administration.

Exhibit 4: Anticipated Results and Performance Expectations for Benefit Programs and Other Services

Date modified:

2004-10-08