Schedule B
Schedule B – Overall Performance Against Service Standards
|
Service |
Service Standard |
Target |
Results 1999-2000 |
Results 2000-2001 |
2000-2001 Compared to Target |
Results 2001-2002 |
2001-2002 Compared to Target |
Tax Services – Client
|
1. Counter-service wait time
|
20 minutes (except during peak periods)
|
20 minutes (except during peak periods)
|
Not available
|
86% served within 20 minutes
|
|
85% served within 20 minutes
(see note)
|
|
2. Processing Visitor Rebate applications
|
4-6 weeks
|
100%
|
95%
|
95%
|
|
95%
(see note)
|
|
3. Reimbursements to duty-free shops
|
5 working days
|
100%
|
99%
|
99%
|
|
99.8%
|
|
4. Responding to client-requested adjustments (T1)
|
8 weeks
|
100%
|
7 weeks
|
7 weeks
|
|
7 weeks
(see note)
|
|
5. Compensation to duty free shops
|
30 days
|
100%
|
99%
|
99%
|
|
90%
|
|
6. Validating magnetic media test tapes
|
30 days
|
100%
|
96%
|
96%
|
|
98%
(see note)
|
|
7. Problem Resolution Program
|
Acknowledged within
24-48 hrs. Resolution within 15 days
|
100%
100%
|
Not available
|
Not available
|
Not available
|
100%
76%
(see note)
|
|
8. Processing fairness requests related to accounts receivable and trust accounts programs
|
4-6 weeks
|
90%
|
91%
|
91%
|
|
91%
(see note)
|
|
9. Advance income tax rulings to taxpayers
|
Within 60 days
|
100%
|
108 days
|
54 days
|
|
66 days
|
|
10. Technical interpretations
to taxpayers
|
Within 90 days
|
100%
|
121 days
|
105 days
|
|
87 days
|
|
11. Applications to register
pension plans
|
Deemed registration within 60 days
Complete review in 180 days
|
80%
80%
|
Over 80%
89%
|
Over 80%
89%
|
|
90%
89%
|
|
12. RSP and RIF applications
|
Within 60 days
|
80%
|
68%
|
RSP 68%
RIF 78%
|
|
RSP 73%
RIF 78%
|
|
13. Response to telephone
enquiries regarding deferred income plans
|
Within 24-48 hours
|
100%
|
Over 80%
|
Over 80%
|
|
100%
(see note)
|
|
14. Response to written
enquiries regarding
deferred income plans
|
Within 60 days
|
80%
|
59%
|
68%
|
|
70%
|
|
15. Issue statements of account to corporations on
a monthly basis (new)
|
|
|
|
|
|
Not available
|
Not available
|
| |
|
|
|
|
|
|
|
|
Returns Processing
|
16. Processing T1 individual
income tax returns (paper)
|
4-6 weeks
|
4-6 weeks
|
5 weeks
|
4 weeks
|
|
4 weeks
(see note)
|
|
17. Processing T1 individual
income tax returns (EFILE,
TELEFILE, NETFILE)
|
2 weeks
|
2 weeks
|
2 weeks
|
2 weeks
|
|
2 weeks
(see note)
|
|
18. Processing T3 trust returns
|
Within 4 months
|
95%
|
67%
|
62%
|
|
46.1%
|
|
19. Processing GST/HST
returns
|
21 days
|
100%
|
94%
|
91%
|
|
98%
|
|
20. Processing T2 corporation
income tax returns
|
75% in 50 calendar days,
90% in 90 calendar days
|
75% in 50 calendar days,
90% in 90 calendar days
|
51% in 90 days
|
89% in 90 days
|
|
45% in 50 days
61% in 90 days
(see note)
|
|
21. Processing EFILE agent
applications
|
30 days
|
100%
|
100%
|
100%
|
|
91%
(see note)
|
|
| |
|
|
|
|
|
|
|
|
Review
|
Claims – SR&ED tax incentives
|
|
|
|
|
|
|
|
22. Refundable claims – New
combined target
(unaudited and audited)
|
120 days
(see note)
|
90%
|
|
|
|
90%
(see note)
|
|
Previous standard
|
|
|
|
|
|
|
|
Unaudited
|
60 days
|
100%
|
84%
|
80%
|
|
|
|
Audited
|
120 days
|
100%
|
81%
|
81%
|
|
|
|
23. Non-refundable claims –
New, combined target
(unaudited and audited)
|
365 days
(see note)
|
90%
|
|
|
|
84%
(see note)
|
|
Previous standard
|
|
|
|
|
|
|
|
Unaudited
|
120 days
|
100%
|
85%
|
84%
|
|
|
|
Audited
|
1 year
|
100%
|
58%
|
64%
|
|
|
|
24. Claimant-requested
adjustments to refundable
claim (new)
|
240 days
|
90%
|
Not available
|
Not available
|
Not available
|
86%
|
|
25. Claimant requested
adjustments to non-
refundable claim (new)
|
365 days
|
90%
|
Not available
|
Not available
|
Not available
|
81%
|
|
Claims – Video and film tax credits
26. Refundable claims –
unaudited
|
60 days
|
100%
|
84%
|
73%
|
|
68%
|
|
27. Refundable claims –
audited
|
120 days
|
100%
|
77%
|
75%
|
|
57%
|
|
| |
|
|
|
|
|
|
|
|
Benefits
|
28. Processing CCTB
applications
|
End of second month after month in which application is received
|
98%
|
90%
|
98%
|
|
97%
(see note)
|
|
| |
|
|
|
|
|
|
|
|
Customs
|
29. Release on minimum
documentation (RMD) –
EDI
|
45 minutes
|
100%
|
86%
|
84%
|
|
79%
(see note)
|
|
30. RMD – EDI machine release
|
5 minutes
|
|
|
|
Not available
|
See note
|
Not available
|
31. RMD – Paper
|
2 hours
|
|
|
95%
|
Not available
|
100%
(see note)
|
|
32. Pre-Arrival Review System
(PARS) – EDI
|
1 hour
|
|
|
|
Not available
|
85%
(see note)
|
|
33. PARS – Paper
|
2 hours
|
|
|
100%
|
Not available
|
93%
(see note)
|
|
34. Land-border traveller wait
time (customs booth
clearance)
|
10 minutes Mon. to Thurs.
20 minutes Fri. to Sun. and holidays
|
100%
100%
|
|
97%
97%
|
|
98%
98%
(see note)
|
|
35. Land-border traveller wait
time (payment of duty)
|
5 minutes Mon. to Thurs.
10 minutes Fri. to Sun. and holidays
|
|
|
|
Not available
|
See note
|
Not available
|
| |
|
|
|
|
|
|
|
|
Appeals
|
36. 30-day meaningful first contact letter for
objections, disputes, and
appeals (new)
|
|
75%
|
|
|
|
82%
(see note)
|
|
|
|
Met or exceeded target
|
|
Target mostly met (at least 95%)
|
|
Target not met
|
|
New or modified service standard
|
Explanatory notes
Standard 1: Information is based on limited input from Client Service Rating Cards and is not statistically valid.
Standard 2: Information is based on an estimate.
Standard 4: The standard applies to straightforward client requested adjustments, that is, those that pertain to workflows that do not involve time waiting for substantive information in order to be resolved.
Standard 6: Information is based on 705 test submissions done in January and February 2002.
Standard 7: Information is based on a sample and is not statistically representative.
Standard 8: Information is based on a small sample size and is not statistically valid.
Standard 13: Information is based on an estimate; target was revised from 80% to 100% starting 2001-2002.
Standard 16: Information is based on T1 Statistical Sample File.
Standard 17: Information is based on T1 Statistical Sample File.
Standard 20: The standard changed during the year from 85% within 25 days to 75% within 50 days. The standard that had been set before implementation was revised following a review conducted after one full year of running the new system for processing T2 returns.
Standard 21: The result is based on an estimate and sampling; the data is weak.
Standard 22: The SR&ED service standards for unaudited and audited refundable claims, previously set at 60 days and 120 days respectively, have been combined into one standard for refundable claims, namely 120 days.
Standard 23: The SR&ED service standards for unaudited and audited non-refundable claims, previously set at 120 days and 1 year respectively, have been combined into one standard for non-refundable claims, namely 365 days.
Standard 28: Information is based on sampling.
Standard 29: The percentage given is for releases processed on the ACROSS Worklist Platform within 45 minutes.
Standard 30: The monitoring of the five-minute processing standard for machine release is currently under development.
Standard 31: Sample for RMD paper releases was 6,419 out of a total population of 1,974,058. The sample was conducted over four days in June and November 2001.
Standard 32: The percentage given is for releases processed on the ACROSS Worklist Platform within 45 minutes. The current timing reports generated from the ACROSS system only monitor the ACROSS Worklist/Processing time for a transaction. As the service standard for PARS-EDI includes the client transmission time, data reflecting the standard is incomplete at this time.
Standard 33: The sample for PARS paper releases was 2,176, out of a total population of 1,231,403. The sample was conducted over four days in June and November 2001.
Standard 34: Information is an estimate based on samples collected for the period of April 1, 2001, to September 1, 2001. Data collection was suspended due to the events of September 11, 2001.
Standard 35: Studies of wait times for the payment of duties and taxes have not been considered necessary, due to dramatic declines in small collections in recent years.
Standard 36: This standard excludes those, for example, involving pay equity disputes, those resolved within 30 days, invalid objections, and group objections dealing with a common issue.
New Service Standards for 2002-2003
|
New standards and related targets |
Tax Services
|
Terminations of registered pension plans within 12 months
|
85%
|
Amendments to registered pension plans within 270 days
|
80%
|
Approval of eligible contributions to registered pension plans within 270 days
|
80%
|
Registration of education saving plans within 60 days
|
85%
|
Customs Services
|
First Tier Automated Customs Information Systems (ACIS)
|
under development
|
Benefits Programs and other Services
|
Account maintenance/responding to correspondence related to Benefit Programs by the end of second month after month of receipt
|
under development
|
Improvements to Existing Service Standards for 2002-2003
|
Improvements to existing standards in 2002-2003 |
Tax Services
|
Counter wait-time – Development of consistent monitoring and reporting method
|
Problem Resolution Program – Development of consistent monitoring and reporting method
|
Processing fairness requests – Efforts will be directed to improving the quality of monitoring and performance data
|
Target for deemed registrations of registered pension plans within 60 days will be raised to 85%
|
Target for complete review of registrations of registered pension plans within 180 days will be raised to 85%
|
Processing T3 returns in 4 months – Working to improve service delivery through increased automation
|
Customs Services
|
Improved monitoring to support reporting on existing service standards
|
Benefits Programs and other Services
|
Existing standards will be re-examined as program elements are re-designed and re-engineered and as the Agency moves towards more self-serve on-line application
|
Appeals
|
Target for 30-day meaningful first contact letter will be raised to 85%
|
- Date modified:
- 2003-04-25
