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Schedule E – Overall Performance Against Service Standards

	Service	Service Standard		Target	Results 2000-2001		Results 2001-2002	2001-2002 Compared to Target		Results 2002-2003	2002-2003 Compared to Target
Tax Services – Client	1. Counter-service wait time	20 minutes (except during peak periods)		20 minutes (except during peak periods)	86% served within 20 minutes		85% served within 20 minutes			82% served within 20 minutes (see note)
	2. Processing Visitor (GST/HST) Rebate applications	4-6 weeks		100%	95%		95%			95% (see note)
	3. Reimbursements to duty-free shops	5 working days		100%	99%		99.8%			98%
	4. Responding to client-requested adjustments (T1)	8 weeks		100%	7 weeks		7 weeks			9 weeks (see note)
	5. Compensation to duty-free shops	30 days		100%	99%		90%			100% (see note)
	6. Validating magnetic media test tapes	30 days		100%	96%		98%			98% (see note)
	7. Problem Resolution Program	Acknowledged within 48 hrs.		100%	Not available		100%			83% (see note)
	8. Problem Resolution Program	Resolution/client contact within 15 days		100%	Not available		76%			100% (see note)
	9. Processing fairness requests related to accounts receivable and trust accounts programs	4-6 weeks		90%	91%		91%			92% (see note)
	10. Providing Statements of Arrears (SOA) for Corporations (new)	Mailed by the end of the month		95%	Not applicable (see note)		Not applicable	Not applicable		83%
	11. Providing Statements of Interim Payments (SIP) to Corporations on a monthly basis (new)	Mailed by the 18^th of the month		95%	Not applicable (see note)		Not applicable	Not applicable		70%
	12. Advance income tax rulings to taxpayers	Within 60 days		100%	54 days		66 days			60.3 days
	13. Technical interpretations to taxpayers	Within 90 days		100%	105 days		87 days			78 days
Tax Services – Client	14. Applications to register pension plans	Deemed registration within 60 days		85%	Over 80%		90%			77%
	15. Applications to register pension plans	Complete review in 180 days		85%	89%		89%			89%
	16. Amendments to registered pension plans (new)	9 months		80%	Not applicable		Not applicable	Not applicable		79%
	17. Termination of registered pension plans (new)	One year		85%	Not applicable		Not applicable	Not applicable		89%
	18. Retirement savings plans (applications to register, amend, or terminate)	Within 60 days		80%	68%		73%			64%
	19. Retirement income funds (applications to register, amend, or terminate)	Within 60 days		80%	78%		78%			66%
	20. Education savings plans (applications to register, amend, or terminate) (new)	60 days		85%	Not applicable		Not applicable	Not applicable		71%
	21. Actuarial valuation reports (new)	9 months		80%	Not applicable		Not applicable	Not applicable		73%
	22. Response to telephone enquiries regarding deferred income plans	Within 48 hours		100%	Over 80%		100%			100% (see note)
	23. Response to written enquiries regarding deferred income plans	Within 60 days		80%	68%		70%			60%
Tax Services – Returns Processing	24. Processing T1 individual income tax returns (paper)	4-6 weeks		4 weeks	4 weeks		4 weeks			Under 4 weeks (see note)
	25. Processing T1 individual income tax returns (EFILE, TELEFILE, NETFILE)	2 weeks		2 weeks	2 weeks		2 weeks			Under 2 weeks (see note)
	26. Processing T3 trust returns	Within 4 months		95%	62%		46%			77%
	27. Processing GST/HST returns	21 days		100%	91%		98%			96%
Tax Services – Returns Processing	28. Processing T2 corporation income tax returns	75% in 50 calendar days		75% in 50 calendar days	89% in 90 days		45% in 50 days			75%
	28. Processing T2 corporation income tax returns	90% in 90 calendar days		90% in 90 calendar days			61% in 90 days			91% (see note)
	29. Processing EFILE agent applications	30 days		100%	100%		91%			Not available (see note)
Tax Services – Review	Claims – SR&ED tax incentives
	30. Refundable claims – New combined target (unaudited and audited)	120 days (see note)		90%			90%			93% (see note)
	Previous standard
	Unaudited	60 days		100%	80%
	Audited	120 days		100%	81%
	31. Non-refundable claims – New, combined target (unaudited and audited)	365 days (see note)		90%			84%			89% (see note)
	Previous standard
	Unaudited	120 days		100%	84%
	Audited	1 year		100%	64%
	32. Claimant-requested adjustments to refundable claims	240 days		90%	Not applicable		86%			93%
	33. Claimant- requested adjustments to non-refundable claims	365 days		90%	Not applicable		81%			88%
	Claims – Video and film tax credits 34. Refundable claims – unaudited	60 days		100%	73%		68%			93%
	35. Refundable claims – audited	120 days		100%	75%		57%			87%
Benefits	36. Processing CCTB applications	End of second month after month in which application is received		98%	98%		97%			98% (see note)
Customs	37. Release on minimum documentation (RMD) – EDI	45 minutes		100%	84%		79%			84% (see note)
	38. RMD – EDI machine release	5 minutes		100%	Not available		Not available	Not available		Not available (see note)	Not available
	39. RMD – Paper	2 hours		100%	95%		100%			Not available (see note)	Not available
	40. Pre-Arrival Review System (PARS) – EDI	1 hour		100%	Not available		85%			86% (see note)
	41. PARS – Paper	2 hours		100%	100%		93%			Not available (see note)	Not available
	42. Land border traveller wait time (primary inspection line)	10 minutes Mon. to Thurs.		100%	97%		98%			93% (see note)
	43. Land border traveller wait time (primary inspection line)	20 minutes Fri. to Sun. and holidays		100%	97%		98%			93% (see note)
	44. Land border traveller wait time (payment of duty)	5 minutes Mon. to Thurs.			Not available		Not available	Not available		Not available (see note)	Not available
	45. Land border traveller wait time (payment of duty)	10 minutes Fri. to Sun. and holidays			Not available		Not available	Not available		Not available (see note)	Not available
Appeals	46. 30-day meaningful first contact letter for objections, disputes, and appeals	30 days		85%						87% (see note)
Appeals	Previous target			75%			82%

	Met or exceeded target		Target mostly met (at least 95%)			Target not met			New or modified service standard

Explanatory Notes

For greater clarity and to aid in calculating overall performance, service standards with more than one component have been split into separate standards.

Standard 1: Information is based on a sample and is not statistically valid. A Counter Report initiative was implemented in April 2003 to provide better (weekly) performance information.

Standard 2: Information is based on an estimate. A report was developed and is being monitored to provide better performance information.

Standard 4: The standard applies to straightforward client-requested adjustments; that is, those that pertain to workflows that do not involve waiting for substantive information in order to be resolved. There was an unanticipated 37% increase in volume this year.

Standard 5: Sample is not statistically valid.

Standard 6: Information is based on 398 test submissions processed from October 2002 to March 2003.

Standards 7 and 8: Sample is not statistically valid.

Standard 9: Information is based on a small sample size and is not statistically valid.

Standards 10 and 11: These are new standards and historical data is not available.

Standard 17: While performance information on the termination of registered plans has been communicated to the industry since 1995, this marks the first time that results for this service standard have been published in the Annual Report.

Standard 22: Information is based on an estimate.

Standards 24 and 25: Information is based on T1 Statistical Sample File.

Standard 28: The standard changed in 2001-2002 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 29: No information is available; as indicated in the 2003-2004 to 2005-2006 Corporate Business Plan , it is planned to discontinue this service standard.

Standard 30: The SR&ED service standards for unaudited and audited refundable claims, previously set at 60 days and 120 days respectively, were combined in 2001-2002 into one standard for refundable claims, namely 120 days.

Standard 31: The SR&ED service standards for unaudited and audited non-refundable claims, previously set at 120 days and one year respectively, were combined in 2001-2002 into one standard for non-refundable claims, namely 365 days.

Standard 36: Information is based on sampling.

Standard 37: The percentage given is for releases processed on the ACROSS Worklist Platform within 45 minutes.

Standard 38: The monitoring of the five-minute processing standard for machine release is under development. The target for this standard is under review.

Standard 39: Commercial processing standards were not evaluated. The target for this standard is under review.

Standard 40: 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. The target for this standard is under review.

Standard 41: Commercial processing standards were not evaluated. The target for this standard is under review.

Standards 42 and 43: Data extracted from Border Wait Times Monitoring Reports for the period of April 1, 2002 to March 31, 2003.

Standards 44 and 45: Studies of wait times for payment of duties and taxes have not been considered necessary, due to dramatic declines in small collections in recent years.

Standard 46: 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.

Exhibit 9: New Service Standards and Targets for 2003-2004

	New Standards and Targets
Tax Services	Deferred Profit Sharing Plans – Responsiveness and accessibility
	Charities Telephone Service Standard – Response within 60 seconds of entering queue	90%
	Video and Film Tax Credit	90%
	Processing GST/HST returns within 21 days	95%
Customs Services	First Tier Automated Customs Information Service (ACIS)	80%
Benefit Programs and Other Services	Account maintenance/responding to correspondence related to Benefit Programs by the end of second month after receipt	98%
Benefit Programs and Other Services	Processing Taxpayer Representative Identification System (TRIS)	80%

Exhibit 10: Improvements to Existing Service Standards for 2003-2004

	Improvements to Existing Service Standards for 2003-2004
Tax Services	Counter service wait-time – Implementation of Counter Report initiative to provide weekly data to monitor performance
	Problem Resolution Program – Development of consistent monitoring and reporting method
	Processing T3 returns in 4 months – Advancement in T3 automation project is expected to further reduce processing times
Customs Services	Existing standards will be re-examined and new standards wil be implemented next year. These standards will be reviewed against re-engineered processes.
Benefit 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

Exhibit 11: Service Standards Under Development in 2003-2004

	Service Standards under Development in 2003-2004
Tax Services	Telephone service standards for General Enquiries and Business Window telephone services will be developed
	Responding to correspondence related to general and business enquiries
	Responding to enquiries regarding GST/HST rulings
	Publications – Timely delivery of T1 general package to clients
	Charities service standards for correspondence and registration applications
Benefit Programs and Other Services	Processing Disability Tax Credits for claims filed outside normal assessing process
Benefit Programs and Other Services	Validation and controls – Responding to clients on review of their eligibility status resulting from changed family circumstances within 60 days (for fall of 2003)

Date modified:: 2003-10-29

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CCRA Annual Report to Parliament 2002-2003