Meeting service needs

Our core business

Quality service and information are critical to voluntary self‑assessment. We use an integrated, multi-channel approach that directs taxpayers to the most affordable yet effective channel to meet their service needs. Our services range from information and assistance provided through the Web, publications, and automated telephone service, to agent‑assisted services, and electronic transactions. Our high‑capacity production systems, supported by an information technology service management approach, facilitate a range of CRA activities such as assessing and processing high volumes of tax and benefit data, issuing and receiving payments, and other services important to our clients.

Over the planning period, we will measure our success in meeting service needs by comparing our results against external service standards Footnote 1, as well as the following performance indicators and targets.

Trends and challenges

• Taxpayers demand electronic service options that are fast, efficient, and convenient, yet protect the privacy and confidentiality of their information. The CRA will need to continue to invest in secure online IT solutions to respond effectively to these expectations.
• With new mandatory filing requirements and an increasing complexity in legislative changes, many Canadian businesses are relying on authorized third-party representatives to interact with the CRA on their behalf.

Over the planning period, we will undertake the following initiatives to address the challenges in meeting service needs.

Maintain our electronic services

Many filing and reporting options are available to help Canadians meet their tax obligations and requirements. We will continue to expand and enhance our existing services in a way that ensures they will be sustainable, cost‑effective, and continue to meet the needs of Canadians and their representatives. For example, we will introduce enhancements to My Account, My Business Account, and My Payment to make it easier for Canadians to manage their taxes online. We will also communicate through new and innovative ways, including the Message Centre. The Message Centre will be available to businesses and authorized third-party representatives through the My Business Account portal.

To streamline incoming payments and to offer Canadians multiple payment options, the CRA is developing a payment strategy that will make paying taxes more convenient for taxpayers.

Maintain service delivery channels

Canadians are using diverse channels (the Web, telephone, in person, and in writing) to satisfy their information needs. The telephone channel remains the most popular way for taxpayers to contact us. Our 1-800 telephone networks provide help and information to taxpayers through automated and agent‑assisted services. Callers using the automated service can get general information and simple account information such as refund status, RRSP contribution room, and Tax‑Free Savings Account contribution room 24 hours a day, seven days a week. In addition, the CRA Web site is continually updated to provide the latest relevant information.

Over the planning period, we will focus our research and analysis on better understanding client information needs and expectations, and explore best practices and emerging technology to enhance our products and services.

Support the take-up of electronic filing and electronic payments

The CRA will pursue cost-effective ways to improve service to Canadians and will introduce new electronic services and enhancements of existing services over the planning period, such as enabling clients and authorized representatives to update client information. We will also continue to promote our e-Services to encourage uptake and ensure corporations, businesses, and other institutions are aware of the legislative changes requiring many businesses to file returns and make respective payments electronically.

Support the charities program

The CRA's outreach programs target the charitable sector and the public at large, and include information sessions held across Canada, as well as webinars and webcasts. These provide participants with information on tax‑receipted donations, record keeping, tax planning schemes, preparing for an audit, and potential sanctions in cases of non-compliance. Information about the requirements for registration is also available on our “Charities and Giving” Web pages. To promote compliance with income tax legislation and regulations for registered charities, we offer a thorough and timely application process, provide direct assistance to charities through our enquiries processes, and carry out extensive outreach initiatives.

Deliverables

The following table lists the initiative and the associated deliverables that we will undertake over the planning period to meet service needs.

Footnote 1

Please visit www.cra.gc.ca/annualreport for a complete list of CRA external service standards.