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Benefit Programs and Other Services

Spending Profile

In 2004-2005, this business line accounted for 7% ($222.7 million) of the CRA's overall expenditures. Of this amount, 28.4% was devoted to program direction, split between Benefit Programs-Administration (26%, $57.9 million), and CPP/EI Eligibility (2.4%, $5.4 million).

The remaining 71.6% ($159.4 million) was devoted to statutory direct transfer payments under the Children's Special Allowances program (see Figure 21), up from $147.4 million in 2003-2004.

The Relief for Heating Expenses program, which paid out some $4.2 million to Canadians in 2004-2005 and $7.2 million in 2003-2004, is now accounted for in the Corporate Management and Direction business line. The payments associated with this program will gradually be phased out.

Figure 21 Resource Spending by Programs

Data quality: Good

Key Volumetrics

CCTB: Distributed almost $8.7 billion to over 3.2 million recipients, including over $3 billion in National Child Benefit Supplements and over $34 million in Child Disability Benefits

GST/HST Credit: Distributed over $3.2 billion to almost 9.5 million recipients

Provincial/Territorial Programs: Provided over $272 million in ongoing payments to almost 795,000 clients and over $4.6 million (net of offsets) in one-time payments for Nova Scotia

Children's Special Allowances Program: Distributed approximately $159.4 million

Disability Tax Credit Program: Provided approximately $508 million in income tax credits for over 435,000 severely disabled individuals

Client Services: Handled over 8.6 million telephone enquiries; recorded over 1.9 million visits to the ‘Child and Family Benefits' section of the CRA's website.

Processing: Processed over 660,000 benefit applications and elections, and over 639,000 account maintenance adjustments processed; issued over 70 million benefit payments

Performance Report Card

Expected Outcomes:

Canadians receive their rightful share of entitlements
Provinces, territories and other government departments rely on the CRA as a key service provider

		Performance Rating	Data Quality
Expected Result - Clients receive timely, accessible, reliable and fair service that is responsive to their needs	2004-2005	Met	Good
	2003-2004	Met	Good

Performance against Expectations		Page
	Maintain high program awareness and take-up through effective communications tools
	Meet or exceed internal performance target of 99% for timely processing of benefit payments
	Meet or exceed established service standards of 98% for timely processing of applications and account maintenance adjustments
	Meet or exceed internal performance targets of 98% for accurate processing of benefit payments, applications, and account maintenance adjustments
	Meet or exceed internal performance target of 80%-85% for caller accessibility
	Increase the use of alternative electronic services and information channels
	Maintain or increase client satisfaction levels
	Growth in the programs and services administered for the provinces, territories, and other federal departments to reduce duplication across all levels of government and to lower the overall cost of program delivery