Measuring our Performance

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To maximize the CCRA's capacity to reach our goals and meet our corporate objectives, we need a corporate-wide approach to performance measurement. Our existing measurement systems are adequate to establish a baseline and measure progress for many of the initiatives that we are pursuing and will undertake over the planning period. However, work is underway to develop an expanded performance measurement system that will support aggregate planning, monitoring, and reporting. This is essential to achieve continuous improvement in our operations and services, and to provide the data we need to demonstrate to Canadians our commitment to reaching our goals and objectives and our readiness to be held accountable for our performance. The performance measurement system will also enable better and more informed decision-making on the future directions of our services.

Our new performance measurement system, being introduced in 2000-2001, is modeled on the "balanced scorecard" approach. Under this approach, our definition of performance will extend beyond business results and will include new areas of CCRA accountability as well as performance areas embraced by leading private- and public-sector organizations, such as innovation and change management, and stakeholder satisfaction.

Our early development efforts will focus on two areas: client satisfaction with CCRA services and our performance against published service standards. These two areas reflect our progress toward the strategic goal of "Quality services and client education", a goal that is fundamental to sustaining high levels of voluntary compliance.

To support the measurement of program performance at a strategic level, we will pursue the following activities:

• establishing pre-agency measures of performance to set a benchmark against which the future performance of the CCRA may be compared;
• evaluating the new human resources regime; and
• assessing the degree to which post-agency incremental benefits are being achieved.

We will also undertake a number of additional strategic program evaluations of corporate capabilities that have a bearing on our organization's capacity to meet its strategic goals and corporate objectives.

Date modified:

2002-01-04