Foreword by the Chair

Over the past five years, the Board has provided management and administrative oversight to the Canada Customs and Revenue Agency to enable it to achieve its goal of improved service to Canadians. By bringing increased discipline and rigour to management policies and processes, the Board has helped the Agency achieve a more efficient administration.

We began an ambitious change agenda to transform this organization from a government department to an agency five years ago. It was a major undertaking that involved introducing many significant changes and creating a more business-focused culture.

We have sustained a focus on seeking administrative efficiencies through tighter management policies and spending reviews, to increase productivity, generate savings, and reduce inefficiencies. New practices in human resources management brought efficiencies to our own administration—such as time saved through our staffing and recourse systems—but also contributed to our ability to provide high-quality, affordable services to our clients.

Looking back over the last five years, my colleagues and I are proud of the contribution the Board has made to the success of this organization. This achievement would not have been possible without the dedication and commitment of the Agency's employees and the leadership of its management. Together we have created a forward-looking, results-oriented organization.

Our commitment to transparency goes beyond simply meeting our statutory obligation to table an annual report before Parliament. Our Annual Report is recognized to be results-oriented, informative, and balanced. Continuing with this tradition, the 2003-2004 Annual Report provides an honest and fair accounting of our stewardship of the resources entrusted to us for tax and benefits administration in Canada, and of the results we have achieved. I am pleased to recommend this report to the Minister of National Revenue, the Honourable John McCallum, for tabling in Parliament.

Michael L. Turcotte
Chair, Board of Management

Date modified:

2004-10-28