QUALITATIVE EVALUATION OF ‘Apply for child benefits' ONLINE PROCESS

Prepared for the:
Public Affairs Branch
Canada Revenue Agency
FINAL REPORT
July 2007
POR# 001-07
Contract # 46558087591

Prepared by:
Milward Brown

Le rapport complet en français sera fourni sur demande.

To request a full copy of this report, please contact Library and Archives Canada at:
613-996-5115 or 1-866-578-7777 or www.collectionscanada.ca

Media Enquiries:
Media Relations
Canada Revenue Agency
4th Floor 555 MacKenzie Avenue
Ottawa ON K1A 0L5
media.relations@cra-arc.gc.ca

1.0 EXECUTIVE SUMMARY

There were a number of key themes that emerged from this research, including:

• The Apply for child benefits online process was positively received, both conceptually, and in terms of the process itself.
  
  
• Conceptually, the Apply for child benefits online process was considered convenient, possibly less complicated and easier to deal with than the paper RC66 form.
  
  
• The online process does not appear to have major problems, as most participants were able to get through the application easily. The process was generally considered simple, straightforward and step-by-step.
  
  
• A few, particularly those who had never applied for child benefits and those who were new to My Account took a few minutes to get started, but most found the link Apply for child benefits in the left menu, or one of the two links under Benefit Payments in the centre menu, fairly quickly.
  
  
• Few seemed to read the Apply for child benefits introductory page, and therefore missed seeing the initial information regarding female presumption, and the potential need to supply the CRA with additional information. Most ultimately felt the former information was more important to highlight than the latter, as it could directly affect someone's ability to use the online service.
  
  
• Participants who did read the Apply for child benefits introductory page were split between those who believed the service was designed to be one application for three programs, and others who thought three different applications would be required.
  
  
• A key issue for many participants was female presumption. They objected to the concept of female presumption, as well as to the idea that a father must get a note from the mother of his children in order to apply for benefits at all, and that a father who is living with the mother of his children cannot apply online. This was considered insulting and discriminatory to men.
  
  
• Many questioned why there is no overt message that the online application can accommodate only five children at a time. Most felt that if someone is applying for more than five children, they should be informed earlier in the process than on the page where they are asked to verify the information they have put into the application.
  
  
• Many questioned the layout of the Application status page, saying it was too easy to miss instructions that would result in a delay in the process.
  
  
• Many wondered why the CRA needed additional information from them. The Application status page told them what information was required, but failed to explain why. While most said they would provide the information in order to get the benefits, they also felt it would be nice to know why the information was needed.
  
  
• Overall, most responded positively to the enrolment and registration process required to gain access to My Account, and thus be able to use services like Apply for child benefits online. It seemed straightforward and secure, and most said they were interested in registering for My Account. The wait for the security code was not generally considered an issue, as most participants felt it added to the security of the process. The few who did question the wait time tended to describe it as an annoyance rather than something that would deter them registering for an epass.
  
  
• Many liked the concept of 'view only' access to My Account that would not require the security code currently required for full access to My Account. Those who questioned the idea of 'view only' access were not objecting, as much as questioning why someone would go through the process and not want full access to My Account.

Date modified:

2007-07-27