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Have in place an agency-wide service strategy |
- Benchmark service performance and identify best practices in service delivery.
- Cluster service initiatives with a common client base to ensure greater consistency, accessibility, and efficiency.
- Expand the use of client feedback for service enhancements and quality assurance across all programs, including the Scientific Research and Experimental Development (SR&ED) Tax Credit Program.
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Develop and strengthen partnerships particularly with the provinces and territories |
- Ensure that the proper conditions are in place to earn further business with other levels of government.
- Work together with the Canadian voluntary sector toward the achievement of mutual goals.
- Increase ongoing consultation and dialogue with our partners.
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Advance the use of electronic service delivery |
- Assess current and emerging developments in technology for their compatibility with our clients' service needs.
- Facilitate the international movement of people and goods by making additional electronic service delivery options available to clients.
- Expand the use of the Internet as a service delivery vehicle.
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Align our activity and influence internationally |
- Simplify and standardize customs procedures among G7 countries.
- Implement the action plan developed in the context of the CCRA's International Relations Strategy.
- Increase our capacity to exchange knowledge and information among customs and revenue administrations.
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Refine our risk management approach and have in place comprehensive, balanced, and dynamic compliance strategies |
- Combine public awareness and education with enforcement efforts.
- Improve our ability to analyze compliance trends and patterns, and profile and target risk by sector or geography.
- Bridge enforcement gaps at the border by investing in high-risk areas and increasing our detection capacity.
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Enhance the fairness of our programs and demonstrate this commitment to our clients |
- Develop a guide on the rights of our clients, and publish standards for the service we provide.
- Better equip our employees to respond to client needs.
- Identify credits, benefits, and overpayments for clients, and give clients an opportunity to correct any omissions in their past dealings without penalty.
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7. |
Systematically improve our business processes |
- Re-engineer customs processes and eliminate import impediments.
- Improve the efficiency of revenue processing.
- Modernize the administration of the excise duties program.
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Have in place a modern, world-class human resources system |
- Work towards a values-driven human resources (HR) administration that enhances the ability to attract and retain skilled employees, improves morale, and increases productivity.
- Develop new partnerships between employees, managers, unions, and business clients.
- Build on successes achieved to date in laying the necessary groundwork for the new system, including the HR policy framework.
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Equip employees to adapt to constant and profound change |
- Emphasize integration of continuous learning into the organization.
- Use technology in developing more flexible and responsive learning and performance solutions.
- Emphasize communication between managers and employees to set goals and performance objectives and establish career development expectations.
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Promote a corporate culture that establishes the CCRA as an employer of choice |
- Implement policies and programs that provide recognition and support to employees.
- Emphasize the role of managers in effecting change.
- Increase the use of technology to market opportunities and share information, exchange ideas, and automate HR administrative procedures.
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Implement transparent and integrated management processes |
- Integrate branch and corporate planning with performance agreements and performance measurement.
- Build greater capacity to assess the affordability of new programs together with the investments required to maintain existing programs.
- Expand the planning process to include the Board of Management.
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12. |
Invest in our infrastructure to sustain future operations |
- Ensure the maintenance of core programs and services.
- Continually renew infrastructure to ensure reliable and robust technology-current systems.
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