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

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http://www.cra-arc.gc.ca/gncy/bsnss_plns/2009/pa-1-66-eng.html

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Program Activities

Benefit Programs

Trends and Challenges

We recognize that trends in Canadian demographics and economics may have an impact on our programs and our program delivery. As Canada’s population ages, we may see an increase in the number of benefit and credit payment recipients.


Our goal is to ensure that eligible families and individuals receive timely and correct benefit payments.

Our Focus

Technology: We face technological challenges to ensuring that our service and program delivery remains reliable and is enhanced as required.

Modernization and enhancement: We are strengthening and modernizing our systems and services to ensure that we issue timely and accurate benefit payments now and in the future. At the same time, we are enhancing communication products and channels to provide our clients easy access to information about our programs.

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

:

Priorities
Deliverables
Dates
Ensure timely and accurate benefit payments to all eligible individuals
Implement the Corporate Case System for core benefit workflows
2009-2012
Improve services for persons with disabilities
2009-2010
Strengthen the Individual Identification System governance
2009-2011
Optimize the Telephone Channel
Maintain enhanced caller accessibility
2009-2010
Enhance self-service options
Enhance the Apply for Child Benefits option to update child information and update marital status
2009-2011
Provide benefit recipients with a new electronic option to pay debts related to benefit programs
2009-2010
Strengthen outreach
Enhance targeting and customization to address changing demographics and economic trends
2009-2012
Manage business growth and partnerships
Maintain and enhance the CRA’s infrastructure
2009-2012
Increase partnerships and innovate in delivery services, where feasible
2009-2012

Human Resource Challenges

Technological advances and changing program demands may influence staffing needs. These potential issues are being addressed to ensure the successful delivery of programs and services in the future.


Our results will be measured by:
  • The timeliness, accuracy, and accessibility of information
  • The timeliness and accuracy of eligibility determination and payment processing
  • Meeting our published external service standards for processing benefit applications, marital status changes, and authorizing or cancelling a representative forms, responding to enquiries, and providing results of validation reviews



Date modified:
2009-04-03