Performance Highlights
The CCRA is committed to being accountable to Canadians about how well it administers Canada's tax, customs, and social benefit programs. We do this by setting meaningful performance goals and objectively measuring performance in order to drive continuous improvement across all of our business lines. As shown in the chart below, in 2002-2003, we continued to achieve the majority of anticipated results that we established for our compliance and innovation strategic outcomes. At the same time, we identified a number of areas where performance fell short of our expectations.
Notable Successes
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- Processing times for T1 (individual) , T2 (corporate), T4 (employer), and T5 (investment) returns exceeded performance targets with significant improvements in timeliness of T2 returns.
- Continued to expedite legitimate trade and travel and target areas of high risk, aided by technology and risk-based processing, as evidenced by significant Customs seizures for an estimated $539 million.
- Exceeded commitments to the Government of Canada for fiscal impact from compliance programs and the collection of outstanding accounts.
- Access improved for peak-season telephone enquiries for business and general tax support.
- Turnaround times improved for processing income tax, GST/HST, and CPP/EI appeals by 20% over last year.
- As of 2002-2003, implemented full accrual accounting for revenues with reporting in the Public Accounts of Canada and CCRA Financial Statements.
- Sustained strong performance in issuing more than 99% of 68 million payments on time under the Canada Child Tax Benefit program, the GST/HST credit program, and related provincial and territorial benefit and credit programs.
- Most of our Human Resources (HR) innovation initiatives are either completed or on schedule. For example, individual Learning Plans are in place for over 30,000 managers and employees, and about 6% of the CCRA payroll was invested in learning activities.
- Received two gold Government Technology Exhibition (GTEC) awards for information technology achievements in e-government for the Address Changes On-line and Customs Self-Assessment projects.
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Areas for Improvement
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- The levels of accounts receivable and allowance for doubtful accounts remain high.
- Further progress is required in monitoring and reporting our existing service standards as well as in implementing new service standards to demonstrate to Canadians the service commitment made to them through these standards.
- Little progress has been made in measuring the consistency of applying the fairness provisions of tax, customs, and excise legislations that we administer across programs and regions.
- Our case backlog for processing income tax, GST/HST, and CPP/EI appeals remains unacceptably high.
- Further improvements are needed in performance measurement information for Customs, HR, and Financial Management.
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- Date modified:
- 2003-10-29
