CRA Annual Report to Parliament 2009-2010 - Strategic Results

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Strategic Results

Introduction

The Canada Revenue Agency (CRA ) exercises its mandate within a framework of complex laws enacted by Parliament and by provincial and territorial legislatures. In 2009-2010 we processed about $358 billion in taxes and duties ($8 billion less than in 2008-2009) on behalf of Canada, the provinces (except Quebec) and territories, and First Nations. We also delivered over $17 billion in benefits and credits, and provided other services that contributed directly to the economic and social well-being of Canadians. In short, no other public organization touches the lives of Canadians every day more than we do.


During 2009-2010, we
  • processed about $358 billion in payments of taxes and duties —averaging $1.4 billion every working day—and
  • made benefit and credit payments worth more than $17 billion distributed to over 11 million Canadian recipients.

In addition to administering tax and benefit programs, we administered harmonized sales tax for three provinces and verified taxpayer income levels in support of a wide variety of federal, provincial, and territorial programs, ranging from student loans to health care initiatives. We also provided other services, such as our Refund Set-off Program, through which we helped other federal departments and agencies, as well as provincial and territorial governments, collect debts that might otherwise become uncollectable. See for more information about our collection programs.


The contribution we seek to make to Canadian society is summarized by the following strategic outcomes:
  • Taxpayers meet their obligations and Canada’s revenue base is protected.
  • Eligible families and individuals receive timely and correct benefit payments.

Spending and human resources
2009-2010
(in thousands of dollars)
Total Authorities
Actual Spending
Variance
Tax Services Strategic Outcome: Taxpayers meet their obligations and Canada’s revenue base is protected
3,083,945
2,992,564
91,381
Benefit Programs Strategic Outcome: Eligible families and individuals receive timely and correct benefit payments
342,634
342,440
194
Internal Services: Supports all strategic outcomes
1,156,451
1,068,803
87,648
Taxpayers' Ombudsman Strategic Outcome: [Footnote 1] Taxpayers and benefit recipients receive an independent and impartial review of their service-related complaints
3,130
2,741
389
Total Spending
4,586,160
4,406,548
179,612
Planned
Actual [Footnote 2]
Variance
Full-time equivalents ( FTE s)
39,481
40,228
(747)
[Footnote 1] Since the Taxpayers’ Ombudsman operates at arms-length from the CRA, this Annual Report to Parliament does not reflect the activities of that office.
[Footnote 2] In accordance with direction from the Treasury Board of Canada Secretariat, the CRA no longer apportions its Internal Services spending among its Program Activities. As a result, the 2009-2010 expenditures (dollars and FTEs) reported at the Program Activity level are not comparable with those reported in the prior year.

Rating our results

We use qualitative and quantitative indicators, also called measures, to determine the results achieved in terms of our strategic outcomes and expected results. We gather operational data, statistical samples, and survey results that form the basis for our assessments. We continue to face challenges in strengthening our indicators; in particular, ones that are concrete and allow us to make clear links between our achievements and our strategic outcomes and expected results. To this end, we share information with other tax administrations on results measurement through various international forums. In addition, the CRA participates in international initiatives to benchmark key aspects of tax administration with jurisdictions from around the world.


Performance Ratings

Met: Our results met or exceeded our expectations.
Mostly met: While the results met most of our expectations, some gaps exist.
Not met: Significant gaps exist in results and most or key expectations were not met.

We also rate our strategic results and those of our program activities in terms of whether the targets identified in our Corporate Business Plan 2009-2010 to 2011-2012 were met, mostly met, or not met.

Our targets identify the percentage or degree we expect to attain for a performance level. Where targets are numeric, they are listed beside each indicator. Our management teams establish performance targets by analyzing affordability constraints, historical performance, the complexity of the work involved, and the expectations of Canadians.


Data Quality Ratings

Good: Based on management judgment supported by an appropriate level of accurate information (including management estimates) obtained from reliable sources or methods.
Reasonable: Based on management judgment supported, in most cases, by an appropriate level of accurate information (including management estimates) obtained from reliable sources or methods.
Weak: Significant gaps in robustness of results information; results rating based on management judgment supported by entirely or predominantly qualitative information from informal sources or methods.

Strategic results chain

The Annual Report to Parliament 2009-2010 is a comprehensive reporting of our results established at various levels in a results chain.

At the higher levels of the chain, it becomes challenging to directly demonstrate our influence. The lower part of the chain shows the expected results that we work toward to achieve our strategic outcomes. We use our strategic outcome measures as indicators of Canadians’ behaviour, to determine whether we have met our strategic outcomes. We assess our overall performance in the section entitled “Our Day-to-Day Activities” and rate these results against the key indicators and targets set out in our Corporate Business Plan 2009-2010 to 2011-2012.

Strategic Results Chain

Office of the Taxpayers’ Ombudsman

The Office of the Taxpayers’ Ombudsman was established in 2008 and operates independently and at arms length from the CRA. It reports directly to and is accountable to the Minister of National Revenue.

The Taxpayers’ Ombudsman is responsible for ensuring that the CRA respects the service rights outlined in the Taxpayer Bill of Rights. Its role is to also conduct impartial and independent reviews of service-related complaints about the CRA, facilitate taxpayer access to assistance within the CRA, identify and review systemic and emerging service-related issues within the CRA that have a negative impact on taxpayers, and provide advice to the Minister of National Revenue about service-related matters in the CRA.

For more information about the Taxpayers’ Ombudsman, visit www.taxpayersrights.gc.ca .



Date modified:
2010-11-02