Strategic Direction

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The rapid pace of change means we must step back and assess the environment in which we operate as described in the preceding section. We must identify the emerging needs and expectations of Canadians. We must design and implement a strategic program to ensure that while meeting our day-to-day operational responsibilities, our organization is evolving so that it can continue to serve individuals and businesses well over the longer term. The core of our business plan is this strategic program.

First, we have established six strategic goals. These goals express in broad terms what we want to achieve. They are:

1. Quality services and client education
To provide accessible, responsive, and reliable services at an affordable cost.

2. Responsible enforcement and border protection
To deliver fair, responsible, and effective enforcement programs in a way that directly responds to changes in the environment.

3. Fair administration
To apply the principle of fairness diligently and consistently in all programs to keep public confidence and encourage voluntary compliance.

4. Simple and efficient processes
To minimize the administrative cost and compliance burden imposed on our clients by streamlining and simplifying our legislation, programs, and operations.

5. Knowledgeable and skilled people
To ensure that our people have the knowledge, skills, and support needed to work effectively in an environment that promotes and recognizes exemplary performance.

6. Effective management and corporate services
To provide effective support for our programs and initiatives through responsive, modern, and integrated policies, systems, and processes.

We have established twelve corporate objectives to help our organization reach these goals. We have identified actions or strategies to meet each objective. We will implement these strategies through specific projects or "initiatives," for which anticipated outcomes have been clearly identified. The following sections identify each of these strategies, the initiatives that will put them into action, the expected outcomes, and the investments that they entail.

The following chart provides a summary of the strategic direction of the CCRA.

Date modified:

2002-01-04