2009-2010 to 2011-2012 Summary of the Corporate Business Plan - Program Activities

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Program Activities

Taxpayer and Business Assistance

Enquiries and Information Services

Trends and Challenges

In pursuing the objectives of this sub-activity, the product and service offerings of the CRA must first and foremost facilitate voluntary compliance by being timely, accurate, and accessible. We work hard to make interactions with taxpayers effective and reduce the overall compliance burden.


Our goal is to provide taxpayers with access to the tools, assistance, and information they need to participate in Canada’s self-assessment tax system.

Our Focus

Level of service: Taxpayers expect to access our products and services in a manner that meets their needs. In response, we will work to streamline and simplify their dealings with us.

Innovative channels of communication: The evolution of the Internet, call centre technologies, and channel integration will allow us to provide more innovative and effective self-serve channels of communication for taxpayers, with agent assistance available when needed.

In response to the challenges and opportunities in our operating environment, our focus over the planning period is to:

Priorities
Deliverables
Dates
Enhance the suite of self-service options
Conduct analysis on channel demand, use, and integration
2009-2012
Target taxpayer population segments through improved navigation, architecture, and content management
2009-2012
Enhance authoring tools and business processes
2009-2010
Optimize the telephone channel
Maintain enhanced caller accessibility
2009-2010
Conduct Profile of Enquiries studies
2009-2012
Augment the quality assurance program, agent training, and agent tools
2009-2012
Strengthen outreach
Enhance targeting and customization to address changing demographics and economic trends
2009-2012
Increase partnerships and innovate in delivering services
2009-2012
Maximize the use of technology
2009-2012

Human Resources Challenges

Our primary challenge is attracting and retaining a flexible part-time workforce to efficiently meet fluctuating program demands. In addition, we must find ways to change our work approaches so that less work is bound by geography.


Our results will be measured by:
  • Taxpayers, businesses, and registrants have access to timely and accurate tax information products and services
  • Meeting our published external service standards for general enquiries

Legislative Policy and Regulatory Affairs

Trends and Challenges

As the focal point for interaction with the Department of Finance and interpretation of the legislation that the CRA administers, there is an on-going requirement to balance priorities related to new federal budget measures, to establish CRA positions on technical issues, and to undertake proactive policy research and analysis.


Our goal is to clarify the interpretation of the tax laws to protect Canada’s revenue base.

Our Focus

Enhancing our efforts to address non-compliance: We will address the challenges of non-compliance by working to enhance the effectiveness of our excise programs. In addition, we will implement a risk-based approach to registered plans. Lastly, we will improve the overall regulatory environment by expanding our collaboration with provincial and territorial governments.

Modernization and enhancement: As part of our strategy to enhance service delivery we will enhance information and outreach for registered plans, modernize and strengthen the charities program, and modernize and improve the CPP/EI rulings program.

In response to the challenges and opportunities in our operating environment, our focus over the planning period is to:

Priorities
Deliverables
Dates
Modernize and strengthen the charities program
Develop electronic capabilities to enhance filing of charities information returns
2010-2011
Support Canada’s national security agenda by continuing to implement the Charities Registration (Security Information) Act
2009-2010
Modernize and improve the CPP/EI rulings program
Convert requests for rulings from paper to electronic format
2009-2010
Continue the implementation of a risk-based approach to registered plans
Streamline the registration process using a risk-based approach
2009-2010
Enhance outreach and improve information for clients in the deferred income plans sector
2009-2010
Develop and implement a suite of systems to improve data accuracy, allow for workload tracking and monitoring, and facilitate statistical reporting
2009-2010
Implement a new tobacco product stamping regime with covert and overt security features
Enhanced ability to detect counterfeit stamps
2009-2010
Income Trusts
Issuance of Income Tax Technical News Publications
2009-2010

Human Resources Challenges

Our challenge is to maintain the technical knowledge base required to continue serving as CRA’s authority on the interpretation of tax legislation.


Our results will be measured by:
  • Non-compliance by organizations and businesses administering and/or producing registered plans, charities, and excise-dutiable products is detected and addressed
  • Performance against external service standards, timeliness of CPP/EI rulings, and timeliness of responses to applications for charitable registration



Date modified:
2009-04-03