Message from the Chair

The Canada Revenue Agency (CRA) touches the lives of more Canadians than any other public organization, and its programs contribute directly to the economic and social well-being of citizens.

Each year, the CRA develops a Summary of the Corporate Business Plan that outlines its strategic and operational direction and outcomes for the next three years. The focus of this year's plan is to provide an outlook and strategic response to the challenges facing the organization. The Board of Management has overseen the development of this plan and will monitor progress against its implementation.

The “Agency Governance and the Board of Management” section describes the Board's priorities, which are organized according to the areas of responsibility mandated to it by the Canada Revenue Agency Act – the oversight of the CRA's management of resources, services, personnel, and of its organization and administration.

The Board's key areas of focus for the period will be to provide effective oversight of CRA resources and service delivery, to ensure improvements to the CRA's performance measurement framework, and to pursue enhancements to the governance of the CRA risk management regime.

The Board will seek assurance that meaningful performance indicators and proper measurements are in place to enable the CRA to measure its achievements towards its expected results.

The Board will continue to place a focus on service delivery, including the security of tax and benefits information, to ensure the needs of taxpayers and clients are met in a fair, professional and respectful manner. The Board believes that future gains in these areas lie largely in increased investments in online services.

Meanwhile, while the Board has matured into a productive and proactive element of the CRA's governance model, it will continue to look for ways to improve its own governance practices and effectiveness.

I am confident the Board's contribution and continued strategic focus will help the CRA meet its ambitious agenda. On behalf of the CRA Board of Management, I am pleased to recommend the Summary of the Corporate Business Plan 2011-2012 to 2013-2014 to the Honourable Gail Shea, Minister of National Revenue.

Susan J. McArthur
Chair, Board of Management