Fact sheet

Archived

This page has been archived on the Web.

Revenue Canada and Client Service

Beginning this filing season, Revenue Canada is implementing a series of initiatives to make the Department more accessible to its clients while improving the accuracy of its tax information services. These initiatives are mainly focused around filing season -- a period when many Canadians need the Department's services.

Over the last few years, Revenue Canada has been dealing with an increasing gap between our clients' demand for service and our ability to meet this demand. To close this gap, the Department is implementing a Client Service Accessibility and Accuracy Strategy which has three main thrusts: reducing the need for taxfilers to call the Department, improving the efficiency of Revenue Canada's operations, and increasing the Department's capacity to respond to enquiries.

Increasing our capacity to respond to calls

The Department is putting resources into a National 1-800 Overflow Call Centre to expand its capacity to answer calls. The first point of entry for 1-800 calls will continue to be the local tax services offices. Only those 1-800 calls that receive a busy signal at the local office will be routed to the national call centre -- a process that will not be visible to the caller.

The call centre, which is located in Ottawa, began operating on January 26, 1998 with 36 agents handling enquiries. For the duration of filing season, the centre will be using up to 209 front-line enquiries officers to handle calls at its 175 work stations. The site can handle an estimated 10,000 calls a day. The hours of operation are from 7 a.m. to 8 p.m. eastern standard time.

In addition to the National 1-800 Overflow Call Site, Revenue Canada is putting an additional investment into improving the enquiries capacity of those offices that need it most.

Reducing the need to call

Revenue Canada is also working to reduce the need for taxfilers to call the Department for information.

The Department will be addressing this ongoing challenge in several ways. It is working with the provinces to better share information on its social services programs. The Department is also better focusing its communications and consultations with target groups, making more information available on its Internet site, and expanding its client education and outreach programs.

Improving the efficiency of our operations

Revenue Canada is working to improve service by using technology and efficient practices to ensure that the best use is made of its available resources. The Department is using automated messages at the front-end of its telephone system to deal with routine client enquiries. As well, Revenue Canada is implementing better telephone management practises and is providing its staff with better, more efficient tools and technology to help them respond to enquiries.

Date modified:

1998-02-01