Continue to explore how to increase telephone accessibility for GST/HST credit calls up to the target level

Caller accessibility, 65% in 2002-2003 (a decline from 71% in 2001-2002), remained below our 80-85% internal performance target. The increasing complexity of calls due to implementing the GST/HST Credit Responsiveness Initiative may have been at least partially responsible for this decline.

Continue efforts to meet caller accessibility targets for GST/HST credit enquiries and improve service levels for benefits enquiries by exploring alternative service channels to provide clients with the required information.

Publish service standards for correspondence, account maintenance, and validation and controls

We implemented a 98% target for account maintenance adjustments in our field operations and continued work on developing this target into a service standard for 2003-2004. We also made progress in developing a service standard for validation and controls.

Finalize development of account maintenance and validation and controls service standards, and communicate them to the public.

Implement a new case management application for validation and controls activities for better project analysis, statistical reporting, and measurements of effectiveness that include additional targets, monitoring, and research

We continued development work on the validation and controls case management application, which will allow us to better manage and control workloads, production, and inventories, automate statistical reporting, provide detailed data for project and trend analysis, and track dollar amounts of adjustments.

A pilot project of the system is scheduled to start in April 2003, with full national implementation planned for fall 2003.

Continue to collect information on estimates of cost-savings to taxpayers that CCRA program administration entails

An external study of the National Child Benefit (NCB) initiative indicated that provincial and territorial child benefit programs appear to be cost-effective when using CCRA's delivery infrastructure, in contrast to having separate administration by jurisdictions.

Continue on-going work with federal, provincial, and territorial partners in the NCB community to evaluate the cost-effectiveness of the initiative and the administrative costs associated with alternative program delivery mechanisms.

Refine our strategy to acquire new types of business to administer on behalf of provinces, territories, and other government departments

To improve service and reduce costs to residents, we are undertaking a Joint Services Study with Prince Edward Island to examine the viability of having the CCRA help administer additional provincial revenue activities.

Develop a comprehensive long-term strategy regarding our relationships with provinces and territories over the next five years. Continue to pursue new types of business with the provinces and territories.

On track

Mostly on track

Not on track