Target 1.1.1 and supporting activities

Target: The CRA will expand its waste management program by diverting solid waste from landfill by an average of 70% in priority facilities that represent approximately 75% of CRA employees (FTE) by March 31, 2010.

Measure: Average diversion rates that include reduction and reuse totals at participating facilities

Status: Met

Based on solid waste audit results in 15 facilities across the Agency, we determined that an average of 84% of the solid waste generated in these facilities is diverted from landfill. This compares to 79% in 2007. Approximately 90% of CRA employees now have access to the No Waste program.

Activity 1.1.1.2

Implement the No Waste program in additional priority facilities representing a total of 75% of CRA employees (FTE).

Due Date: B/F from March 31, 2009

Status: In progress

We implemented the No Waste program in additional facilities. The program is now operating in 97 of 135 CRA facilities. It involves acquiring the mini-bins, consulting with stakeholders, installing the mini-bins in employee workspaces, and informing employees about the program. We will complete implementation of the program in two remaining facilities in the next period.

Indicator(s): Number of additional facilities with No Waste program; percentage of employees with access to No Waste program

During 2009-2010, the CRA implemented the No Waste program in six additional facilities. This increased employee access to the program to 90%.

Activity 1.1.1.3

Implement reduction and reuse programs at priority facilities, such as green meetings, office moves, paper reduction, and reusable mugs.

Due Date: Annual

Status: In progress

Comprehensive recycling programs include reduction and reuse initiatives such as the Second Life Paper program, recycling centres for office supplies, reusable mugs, green meetings, and green office moves. The Agency supported employees in implementing these initiatives. Work on the green office toolkit will be completed in the next strategy.

Indicator(s): Number of facilities with reduction and reuse programs

All 49 priority facilities have implemented reduction and reuse initiatives.

Activity 1.1.1.4

Measure the average waste diversion rate, including the average reduction and reuse total, and measure average emissions (GHG) reductions as a result of waste management programs at priority facilities.

Due Date: March 31, 2010
[Federal Goal 3: Reduce greenhouse gas emissions]

Status: In progress

We completed solid waste audits in 15 CRA facilities across the country to assess the success of the No Waste program. The report will be finalized in the next period.

Indicator(s): Comprehensive waste diversion average that includes reduction and reuse results and (GHG) emissions (output)

Results from the waste audits show that an average of 84% of solid waste generated at the audited facilities is being diverted from landfills. The final audit report will include GHG emission reductions resulting from solid waste diversion.

Target 1.1.2 and supporting activities

Target: Expand the green procurement program to achieve the following results: By March 31, 2010, green products account for 20% of total product spending.

Measure: Annual percentage of green products purchased by dollar value compared to annual total dollar value spent on products

Status: Met

Total spending on green products accounted for 21.4% of all CRA spending on products - representing $28.7 million of $134.2 million.

*Activity 1.1.2.1

Include SD clauses and environmental specifications in all new strategic sourcing contracts.

Due Date: Annual
[Federal Goal 6/ GGO Target: Set a minimum of three procurement targets over three years (timeline - immediate)]

Complete

The Agency included environmental specifications/SD criteria in all strategic sourcing contracts. These included contracts for headsets and handsets; battery recycling services; enterprise content management software; telephone set cleaning and refurbishing services; office and boardroom chairs; end user devices; media monitoring services; primary rate interface services; and commercial/consumer credit reports.

Indicator(s): Percentage of strategic sourcing contracts that include environmental specifications

We included environmental specifications in 100% of strategic sourcing contracts that were issued in 2009-2010.

Activity 1.1.2.5

Implement a Printer Consolidation Strategy that will establish appropriate user-to-printer ratios and update acquisition, renewal and disposal policies and procedures to achieve these ratios.

Due Date: March 31, 2010

In progress

The CRA established key elements of a printer consolidation strategy. We identified performance measures for office print; implemented imaging procurement policy restrictions for photocopiers and related accessories; certified the use of confidential print on network printers; drafted an office print project charter; and established additional acquisition card restrictions for imaging equipment. The Agency will finalize the printer consolidation strategy for implementation during the next SD strategy.

Indicator(s): User-to-printer ratios and updated policies and procedures (output)

Work continues to establish CRA user-to-printer ratios and to update policies and procedures.

*Activity 1.1.2.6

Provide green procurement training to 100% of procurement officers and their managers.

Due Date: March 31, 2010
[Federal Goal 6/GGO Target: 100% of materiel managers and procurement personnel take green procurement training by 2010]

In progress

A total of 93 employees were identified as procurement officers or managers. Of that number, 47 indicated that they completed green procurement training.

Indicator(s): Percentage of materiel managers and procurement officers trained in green procurement

About half (51%) of procurement officers and managers indicated that they were trained in green procurement.

Target 1.1.3 and supporting activities

By March 31, 2010, reduce the paper burden by simplifying internal processes and leveraging information technology, resulting in a reduction of multi-purpose office paper by 22% per employee (FTE), based on the baseline year 2004-2005.

Measure: Percentage reduction in multi-purpose office paper purchased per employee[Footnote 2] (FTE)

Status: Met

Multi-purpose office paper use declined by 28.9% to 5,147 sheets per FTE compared to the baseline year, 2004-2005.

Activity 1.1.3.2: Revise the procedures for responding to requests under the Access to Information Act and the Privacy Act (ATIP), resulting in a reduced paper burden, while maintaining or improving processing efficiency.

Due Date: March 31, 2010

In progress

The Agency launched the ATIP Technological Tools Renewal project to improve its process for responding to ATIP requests. In phase one, we developed and piloted a new imaging software to enable employees to carry out electronic document analysis, numbering, severing and review.

In phases two and three, we will design web-based tools and develop guidelines to implement the new procedures across the Agency.

Indicator(s): Reduction in use of paper in the ATIP process

In phase one, we saved 100,000 sheets of paper from 117 (5%) of ATIP requests. The CRA will potentially realize significant savings as the new procedures are implemented Agency wide.

Activity 1.1.3.3

Implement the Office Print Output Strategy to reduce the life-cycle cost of print output and paper consumption by setting up a long-term procurement strategy for multifunctional devices that enhances electronic capabilities and more directly links printing costs to print volumes.

Due Date: March 31, 2010

In progress

We examined our options for using multifunctional devices that combine print, photocopy and facsimile functions. We however decided to suspend their use until a formal approach is established to address change, configuration, and release management, as well as supplier responsibilities and commitment.

Indicator(s): Enhanced e-capabilities for multifunctional devices, and print costs linked to print volumes (output)

Further assessments are required to finalize a procurement strategy for multifunctional devices for the CRA.

Activity 1.1.3.4

Implement, where possible, the Agency Wide Information Classification Scheme (AWICS) program as an effective means to reduce paper, electronic and Web content information storage.

Due Date: March 31, 2010

In progress

The purpose of the AWICS program is to develop and implement a standardized file management scheme across the Agency to promote the efficient storage and retention of paper-based and electronic information. A fully implemented scheme is expected to reduce paper, electronic and web content information storage, processing and research costs, and minimize risks (e.g., information security, relevance, retention).

Indicator(s): Number of branches that have signed-on to implement AWICS; Status of AWICS implementation broken down by implementation phase

The AWICS program is ongoing in 11 of 12 CRA branches - the remaining branch will sign-on once approvals are final. All participating branches are actively in or have completed Phase 3 (Primary structure development). Phase 4 (File plan development) is ongoing in three branches and Phase 5 (File plan implementation) is in progress in two branches.

Activity 1.1.3.5

Revise the procedure for submitting publishing requirements and approving cost estimates for printed publications at CRA, and explore modifications to the publishing lifecycle management tool (Prompt) to improve tracking of sustainable development data.

Due Date: March 31, 2010

Complete

We established new electronic processes for submitting publishing requirements and approving cost estimates for printed publications. We also completed the feasibility study for improving the tracking of sustainable development data.

Indicator(s): Revised procedure that explores the inclusion of sustainability criteria (output)

The revised procedures incorporated SD criteria - an estimated 3,858 sheets of paper were saved from the new electronic processes.

Target 1.1.4 and supporting activities

Target: The CRA processes approximately 97,000 employee travel claims per year. The CRA will implement sustainable business travel practices to increase efficiency and reduce emissions (GHG) from employee business travel, by March 31, 2010.

Measure (s):

• Percentage emissions reduction from business travel;
• Percentage increase in use of modes of sustainable business travel.

Data availability: March 31, 2010

Status: In progress

The Agency's plan to reduce GHG emissions from business travel involves setting a baseline, communicating sustainable travel options and measuring to assess changes in the use of sustainable transportation modes. We used data from 2007-2008 to establish baseline GHG emissions resulting from CRA business travel. We will measure changes in employee travel decisions in the next strategy.

*Activity 1.1.4.1

Establish an emissions (GHG) baseline for business travel to include local and long-distance travel and videoconferencing.

Due Date: B/F from March 31, 2008
[Federal Goal 3: Reduce greenhouse gas emissions]

In progress
We used data from 2007-2008 to establish baseline GHG emissions resulting from CRA business travel. The results showed that that CRA employees:

• Travelled over 93 million km for business, which is the equivalent to travelling around the earth over 2,300 times
• Produced almost 17,000 tonnes of GHGs, which is equivalent to the emissions produced when powering 1,400 homes for an entire year.

Indicator(s): Baseline for business travel (output).

The GHG baseline estimated that CRA employees made approximately 150,000 business trips, travelled 93 million km and generated 17,000 tonnes of GHGs.

Activity 1.1.4.2

Develop data fields to capture emissions data in the travel component of the Corporate Administrative System (CAS), and make relevant changes to associated travel forms.

Due Date: March 31, 2010

In progress

The Agency made the required changes to the Corporate Administrative System (CAS) to capture emissions data from CRA business travel. We communicated these changes to employees; however, work remains to modify the related travel forms to better capture emissions data (e.g., travel by public transit and intercity bus).

Indicator(s): Type of tracking fields integrated into CAS and travel forms

The modified CAS fields capture information on public transit and intercity bus use. The supporting travel forms are not yet updated.

Activity 1.1.4.3

Communicate best practices for sustainable business travel to priority employee groups, such as frequent travellers and travels administrators at the CRA.

Due Date: B/F from March 31, 2009
[Federal Goal 3: Reduce greenhouse gas emissions]

In progress

The Agency promoted the Sustainable Business Travel (SBT) online course to specific employee groups such as travel administrators and administrative assistants. We will promote the course to all employees in the next period.

Indicator(s): Percentage or number of travellers receiving communications on sustainable business travel; hits to sustainable business travel Web page; and number of employees committing to use sustainable business travel options.

We promoted the SBT course to approximately 5,600 employees, of which 270 employees completed the training. Of those who completed the course, 89% committed to choosing more sustainable options for future business travel. There were also 6,340 hits to the sustainable business travel Web page.

Activity 1.1.4.4

Update policies and procedures for business travel, taxi use, and the parking allocation process, with sustainable business travel criteria.

Due Date: March 31, 2010

In progress

The SD Division proposed sustainable travel provisions for consideration in CRA Parking Directive and CRA Relocation Policy. The CRA also commented on the Statement of Work for PWGSC Shared Travel Service Initiative.

Indicator(s): Number of policies/procedures updated with sustainable business travel criteria

The CRA Parking Directive and the CRA Relocation Policy are expected to be finalized in the next period.

Target 1.1.5 and supporting activities

Target: Contribute to cleaner air by reducing by 15%, from 2004-2005 levels, emissions (GHG) per kilometre traveled by CRA fleet, by March 31, 2010.

Measure: Annual average emissions (GHG) per kilometre traveled by CRA fleet.

Status: In progress

Since 2006-2007[Footnote 3], the annual average GHG emissions per kilometre traveled increased by 2.5% while the total distance traveled by CRA fleet vehicles remained relatively constant.

The 2009-2010 fuel consumption breakdown for the CRA was:
Gasoline: 129,992 litres; Diesel: 31,208 litres; Ethanol 10 and Ethanol 85: 8,813 litres.

*Activity 1.1.5.1: All vehicles purchased/leased by the CRA are either hybrid or alternative fuel capable, where operationally feasible.

Due Date: Annual
[Federal Goal 3/GGO Target: Reduce by 15% from 2002-2003 levels, GHG emissions per vehicle kilometre from the departmental fleet by 2010]

Complete

The Agency acquired 15 vehicles in 2009-2010. Of those, 10 were alternative transportation fuel (ATF) vehicles, 2 were hybrid vehicles, and 3 were of conventional fuel vehicles.

The CRA has a total of 95 vehicles - 13 hybrid vehicles (14%) and 32 ATF vehicles (34%).

Indicator(s): Number and percentage increase in hybrid and alternative fuel vehicles.

The number of hybrids and ATF vehicles owned/leased by the CRA increased by 5 vehicles - increasing the percentage of hybrids and ATF vehicles to 47%.

*Activity 1.1.5.2

All gasoline purchased for CRA road vehicles will be ethanol blended, where available.

Due Date: Annual
Federal Goal 3/GGO Target: All gasoline purchased for federal road vehicles will be ethanol blended, where available (timeline - immediate]

Complete

During 2009-2010, CRA fleet vehicles traveled approximately 1.1 million km (an average of 11,502 km/vehicle). This generated 411 tonnes of GHGs or 0.000376 tonnes of GHGs per kilometre traveled.

Indicator(s): Percentage of gasoline purchased for CRA vehicles that is ethanol blended.

In 2009-2010, the CRA purchased 170,013 litres of fuel. Of that amount, 8,813 litres was ethanol blended (5.2%).

Target 1.1.6 and supporting activities

Target: The CRA will implement energy reduction programs at priority CRA facilities, by March 31, 2010.

Measure(s):

• Number of priority facilities with energy reduction initiatives;
• Energy reduction targets and measurement system in place for each priority facility.

Status: In progress

We conducted baseline energy inventories of office equipment that is left on after normal business hours in six selected facilities. During 2010, we will communicate energy reduction initiatives to all employees in these facilities and do a follow-up inventory.

*Activity 1.1.6.2

Identify priority facilities, such as Crown-owned facilities where the CRA is the sole tenant and where the service provider can measure building energy use, establish an energy use baseline and emissions (GHG) baseline.

Due Date: B/F from March 31, 2009
[Federal Goal 3/GGO Target: Tenant departments and agencies will work with their facilities' provider to establish meaningful targets and the means to measure the reduction of GHG emissions by 2010]

In progress

As a first step to reducing energy waste from office equipment that is left on unnecessarily after normal working hours, the CRA completed energy inventories of office equipment and their power state in six facilities across the Agency. We used the results to establish energy baselines in five of the six facilities - the remaining facility will be completed in the next period.

We will then communicate energy conservation best practices to employees and conduct follow-up inventories to assess impacts. The results will be used to develop Agency-wide approaches to reducing wasted energy from plug-load equipment.

Indicator(s): New baselines on energy use and emissions (GHG).

The baseline established a "top ten" list of equipment that waste energy after working hours - the top three items were computers, monitors and shredders. The baseline results also estimated energy costs and GHG emissions from office equipment.

*Activity 1.1.6.3

Implement energy reduction initiatives in priority facilities, in coordination with the landlord, service provider, real property, sustainable development, and other stakeholders, as appropriate.

Due Date: B/F from March 31, 2009
[Federal Goal 3/GGO Target: Tenant departments and agencies will work with their facilities' provider to establish meaningful targets and the means to measure the reduction of GHG emissions by 2010]

In progress

The CRA implemented a national Power Management Solution initiativeto reduce the amount of energy used by monitors and computers. The initiative automatically powers-down computers and monitors after a pre-determined period of inactivity. We also used the energy inventory results to prepare an energy conservation communication plan and add an energy conservation section to the SD Web site.

Indicator(s): Number of priority facilities where energy reduction initiatives were implemented.

The Power Management Solution initiative was implemented Agency-wide. Specific communications to support energy conservation will be implemented in all six facilities in 2010-2011.

Activity 1.1.6.4

Use the lessons learned in 2009-2010 to expand the energy reduction initiatives, in coordination with the landlord, service provider, real property, sustainable development, and other stakeholders, as appropriate.

Due Date: March 31, 2010

Deferred

We have deferred the implementation of this activity to the next period when the results of the follow-up energy inventories are available.

Indicator(s): Number of priority facilities where energy conservation initiatives were implemented - energy conservation achieved

Results will be available in the next period.

Target 1.2.1 and supporting activities

Target: Reduce the use and prevent the release of hazardous materials, including halocarbons, into the environment by March 31, 2010.

Measure(s):

• Percentage of targeted hazardous materials groups with management guidelines;
• Number and amount of releases of halocarbons.

Status: Met

The CRA has management guidelines for all targeted hazardous materials group - namely for the management of equipment that contains halocarbons; battery recycling; and the use of non-toxic cleaning products in CRA offices.

The Agency had two halocarbon releases involving air conditioning units in the period. One of the releases was reported to Environment Canada, given that it was over 10 kg (22.68 kg). The other release was recorded internally (2.27 kg).

Activity 1.2.1.1

Complete an assessment of IT hardware and software disposal practices across the CRA and use results to expand the scope of the environmental management program (EMP) for hazardous materials.

Due Date: B/F from March 31, 2009

In progress

We assessed our Agency wide information technology hardware disposal practices. This assessment, in addition to new requirements of the pending Federal SD Strategy, will expand the scope of the EMP for hazardous materials.

Indicator(s): Results of assessment of IT hardware/software disposal practices and next steps.

Formal results of the assessment are pending - next steps will be established in the updated SD Strategy for the CRA.

Activity 1.2.1.3

Develop and implement product replacement plans for priority items in halocarbons inventory.

Due Date: March 31, 2010

In progress

We initiated research into the viability of replacing outdated and inefficient systems. Work remains to outline a plan that will guide the Agency to replace these systems.

Indicator(s): Product replacement plans (output)

Due to competing priorities, work on this activity is deferred for the next strategy.

Target 2.1.1 and supporting activities

Target: By March 31, 2010, continue to simplify the tax filing process by increasing electronic services, and reducing the paper burden on individuals, businesses, and charities.

Measure(s):

• Percentage increase in publications available in e-format
• New e-services available in 'My Account'
• New e-services available in 'My Business Account'
• Increased take-up rate of individual and business returns filed electronically
• Estimated reduction in paper use due to new e-service initiatives

Status: Met

• About 73% or 2,313 registered CRA publications are available in electronic format. With a 1.6% increase in the number of Agency Registered Publications, there was an 11.1% increase in publications available in electronic format only.
• We added two electronic services to My Account for use by taxpayers.
• We added 10 electronic features to My Business Account.
• The electronic take-up for Individual (T1) tax filing (excluding TELEFILE) increased to 56%. The electronic take-up for corporate (T2) tax filing increased to 28.5%.
• The electronic filing of Individual tax returns saved an estimated 639 million sheets of paper in the 2009 tax year.

Activity 2.1.1.2

Enhance service to Individual (T1)tax filers by implementing new e-service options in the 'My account' portal on the CRA Web site, and by increasing communications through public outreach activities.

Due Date: March 31, 2010

Complete

The CRA enabled new users of NETFILE - about 3,000 per month - to retrieve their access codes electronically. This initiative provided taxpayers with quicker access to the system.

We also enabled online applications to the Canada Child Tax Benefit and the Universal Child Care Benefit.

Indicator(s): Estimated percentage of individual tax filers receiving communications materials relating to service improvements; Type of efficiencies gained by the CRA as a result of new e-services.

The CRA has both realized savings in paper and postage costs from the electronic notification of access codes to new NETFILE users. Additional information and functionality on the My Account portal reduces the number of mail enquiries received by the CRA.

Activity 2.1.1.3: Enhance services to businesses by launching the 'My business account' portal; expanding the information returns that can be filed electronically; improving the GST NETFILE service; identifying opportunities to simplify, improve and reduce information requirements and corresponding outputs from businesses; and encouraging the use of e-services for businesses through marketing and outreach.

Due Date: March 31, 2010

Complete

We increased the capacity of the My Business Account portal to receive larger files - all filers submitting 50 information slips or more are now required to file online. Additionally, we send electronic notification of rejected records to filers using the Tax-Free Savings Account Annual Information Return.

The CRA continues to review publications and forms for potential online deployment and to promote new and existing online services available in the My Business Account portal. The Agency participates in various trade shows and conferences to raise awareness of the My Business Account portal.

Indicator(s): Estimated percentage of businesses receiving communications materials relating to service improvements; Type of efficiencies gained by the CRA as a result of new e-services

With increased electronic services, the CRA realizes savings from reduced postage costs.

Activity 2.1.1.4

As part of the CRA initiative to improve the regulatory environment in which charities operate, enhance e-services to charities and access to program information through the CRA Web site and public outreach activities.

Due Date: March 31, 2010

Complete

The Agency made several forms available in electronic format through the Charities and Giving section of the CRA Website. Users have the option to make requests and receive information electronically.

Indicator(s): Estimated percentage of charities receiving communications materials relating to service improvements; Type of efficiencies gained by the CRA as a result of new e-services

With increased electronic services, the CRA realizes savings from reduced postage costs.

Target 2.1.2 and supporting activities

Target: By March 31, 2010, simplify services to benefit recipients by increasing public outreach, e-services, and reducing the paper burden to ensure eligible families and individuals receive timely and correct benefit payments.

Measure(s):

• Client satisfaction levels
• Increased take-up rate of benefit recipients

Status: Met

1) The results of a 2008 study of the My Business Account portal found that respondents were satisfied with the electronic services and felt that they reduced errors and processing times.

2) About 59.3% or 52.53 million individual benefit payments were issued through direct (electronic) deposits. Direct deposit rates increased to 76% for the Canada Child Tax Benefit, 63% for the Universal Child Care Benefit, 42% for the Goods and Services Tax Credit and 70% for the Working Income Tax Benefit. There was also a 7.7% increase, totalling 7.6 million visits to benefits Web pages.

Activity 2.1.2.1

Implement the Benefit Program Communications Strategy to enhance communications and public outreach services to benefit recipients.

Due Date: March 31, 2010

Complete

We implemented the Benefit Program Communications Strategy to enhance CRA communications to the public while supporting SD objectives. We provided compact disks (CDs) - instead of paper guides - to participants at promotional and outreach events. We also created generic Canada Child Tax Benefits kits to enable processing by any CRA Tax Centre. This saves resources and reduces the waste that was generated by using Tax Centre-specific kits.

Indicator(s): Results of activities implemented as part of the Benefit Program Communications Strategy

The CRA reformatted the Canada Child Benefit and Goods and Services Tax Credit (GSTC) guides to use wider margins and smaller font. By allowing more text per page, the changes reduced each guide by eight pages. As a result, the Agency printed an estimated 5.8 million fewer pages without compromising quality or content. This is based on 719,020 copies of the Canada Child Benefit guide and 6,520 copies of the GSTC guide printed for the 2009 benefit year.

Activity 2.1.2.2

Enhance e-services and self-service options on the CRA Web site for benefit recipients, such as an online benefit application process.

Due Date: March 31, 2010

Complete

The CRA promotes electronic enhancements as part of the Benefit Communications Strategy. Some of the enhancements implemented were:

• Online calculators to help recipients calculate the size of their benefits payments.
• The Automated Benefits Application (ABA) as an integrated option for the Canada Child Benefits Application registration process. This option is presented to an applicant during the birth registration process. With their consent, the provincial/ territorial Vital Statistics Agency registering the birth will transfer the applicant's registration information over a secure network to the CRA for eligibility determination. This process eliminates the need to file paper applications. Three provinces entered the partnership (Nova Scotia, British Columbia, and Prince Edward Island). Ontario and Quebec are expected to join in the next period.
• Benefit Online Application services made available in My Account for the Canada Child Tax Benefit and the Universal Child Care Benefit.

We also developed a benefits payment e-mailing lists to enable subscribers to receive e-mail notification when benefits payments are issued.

Indicator(s): Type of efficiencies gained (e.g., faster service, less materials used) from new e-services and self-service options for benefit recipients; Type of efficiencies gained by the CRA as a result of new e-service to benefit recipients

Canadians are increasingly using the electronic services provided by the CRA. These services realize efficiencies for the Agency, as well as for the public in that information is shared electronically more quickly and easily with reduced paper and postage costs. These enhancements should also reduce the number of enquiries received by our call centres.

Given that Ontario and Quebec join the Automated Benefits Application (ABA) process, it is estimated that about 75% of all Canadian newborns will be registered via the ABA process. This could potentially eliminate the printing and distribution of about 254,000 paper applications annually. All provinces and territories are expected to join the partnership by the end of 2011.

Target 2.2.1 and supporting activities

Target: When engaging in partnerships with other government departments and organizations to pursue our business objectives of administering tax and benefit programs and protecting Canada's revenue base, we will pursue efficient and environmentally responsible service delivery, and economic prosperity and access to social services for broader segments of society by March 31, 2010.

Measure(s):

• Percentage of negotiations, discussions, and decision-making with partners that applied sustainability criteria
• Efficiencies gained by implementing the Service Delivery Strategy (available March 2010)
• Type of efficiencies the CRA offers to clients and partners in its service delivery
• Total number of returns and total number of electronic returns completed by Community Volunteer Income Tax Program (CVITP) volunteers

Status: Met

• About 85% (28 of 33)of Memorandum of Understanding (MOUs) and Letters of Intent (LOIs) issued during the period had SD provisions.
• The CRA, taxpayers and clients gained efficiencies through reduced paper and postage costs from electronic service enhancements. Improving the layout of the My Account and My Business Account portals increased user-friendliness and enabled easier navigation of Web pages.
• The processing time for paper-filed individual T1 tax returns was 4.3 weeks compared to 4.0 weeks in 2008-2009, while the processing time for electronically filed T1 income tax returns remained steady at 1.6 weeks.
• CVITP volunteers completed a total of 500,644 tax returns of which 47% were filed electronically.

Activity 2.2.1.1

Integrate sustainability criteria into new key federal/provincial partnerships, where appropriate.

Due Date: Annual

Complete

Our Corporate Strategies and Business Development Branch finalized and distributed a policy paper to provide guidance on including and reporting SD provisions in all new MOUs and LOIs. This was provided to all employees in their Client Relations Directorate and training materials for MOUs and LOIs were updated accordingly.

Indicator(s): Percentage of partnership negotiations/discussions that included considerations of sustainability criteria; number of commitments completed in the action plan for integrating SD into partnerships.

Of the 33 MOUs and LOIs issued, a total of 28 or 85% incorporated SD provisions - the provisions related mainly to process efficiencies.

Activity 2.2.1.2

Promote the Community Volunteer Income Tax Program (CVITP) to ensure that eligible Canadians are aware of the assistance that can be obtained through the program; and provide program volunteers and community associations with the necessary software/computers to assist individuals to file their tax returns electronically.

Due Date: Annual

Complete

The CRA continued to provide volunteers with the technology to help taxpayers file electronically to reduce the paper burden and increase efficiencies during the tax-filing season.

Indicator(s): Number of volunteers trained and number of community associations carrying out the CVITP in partnership with CRA; number of software/computers donated to the CVITP

The CRA engaged 16,379 volunteers and partnered with 2,964 community organizations. Volunteers helped file a total of 500,644 tax returns, of which 47% were filed electronically.

*Activity 2.2.1.3

Contribute to economic development in Canada and abroad by holding a leadership position within organizations, such as the Organization for Economic Co-operation and Development (OECD); and sharing information with partners on better tax administration, encouraging better economic practices, working with partners to develop internationally accepted tax rules, and managing and coordinating technical assistance projects in different countries.

Due Date: Annual
[Federal Goal 4: Sustainable Communities - Communities enjoy a prosperous economy, a vibrant and equitable society, and a healthy environment for current and future generations]

Complete

As a world recognized leader in tax and benefits administration, the CRA manages ongoing multilateral relations with regional and international tax organizations, such as the Organization for Economic Cooperation and Development (OECD), Inter-American Center of Tax administrations (CIAT), Commonwealth Association of Tax Administrators (CATA), Centre de rencontres et d'études des dirigeants des administrations fiscales (CREDAF) and International Tax Dialogue (ITD). We also manage ongoing bilateral relations with foreign tax administrations through the exchange of best practices, the delivery of capacity building projects, and hosting of foreign delegations.

Indicator(s): Membership and/or leadership position in international committees; shared information, best practices, and technical assistance with partners. (output)

We showed leadership by hosting and participating in various tax outreach events, meetings, working groups and committee meetings both nationally and internationally. We shared CRA best practices and led the development of electronic-learning products - specifically the Portuguese and Spanish versions of Tax Audit Fundamentals for CATA members. We completed information and benchmarking surveys for countries such as the USA, Mexico, South Africa, France, Peru, Argentina and Tanzania. We also hosted foreign delegations from the Philippines, Japan, Russia and Australia.

Activity 2.2.1.4

Implement a Service Delivery Strategy that will enable the CRA to be more efficient, effective, and responsive in its delivery of core programs and services on behalf of client-governments, such as increasing electronic service options.

Due Date: March 31, 2010

Complete

The CRA Service Strategy is being implemented to continue the Agency's pursuit of excellence in its delivery of tax and benefits services. It outlines four long-term service goals - that services are accessible to all taxpayers; the majority of taxpayers conduct their tax and benefits services with the CRA on a self-service basis; services enhance and maintain trust and confidence in the CRA; and service supports compliance.

The electronic enhancements to the tax and benefits portals have all increased the efficiency and responsiveness of our core programs.

Indicator(s) Business transformation initiatives, new electronic services and other efficiencies in providing services on behalf of clients (output)

The increased availability of self-service options on tax and benefits online portals has led to fewer call-centre enquiries and lower costs from reduced mail correspondence.

*Activity 2.2.1.5

Contribute to the economic sustainability of First Nations communities by working with First Nations members and representative associations through the Department of Finance to establish and administer tax administration agreements with interested First Nations.

Due Date: March 31, 2010
[Federal Goal 4: Sustainable Communities - Communities enjoy a prosperous economy, a vibrant and equitable society, and a healthy environment for current and future generations]

Complete
The CRA continued inter-departmental liaisons to exchange information and expertise on taxation issues related to Aboriginal people. We also provided input on CRA policies, programs and activities that affect Aboriginal clients, and report on current court cases and related activities.

Indicator(s): Meetings held with partners, and annual advancements in establishing new tax administration agreements (output)

Although no agreements were finalized during the period, the CRA started to administer a new First Nations Goods and Services Tax on the lands of the Tsleil-Waututh First Nation in British Columbia, and in the Whitecap Dakota First Nation in Saskatchewan.

Target 2.3.1 and supporting activities

Target: Communicate the CRA commitment to sustainable development to Canadians and achieve a minimum 45% of the public surveyed that perceive the CRA to be committed to sustainable development, by March 31, 2010.

Measure(s): Percentage of public who perceive the CRA as being committed to SD.

Status: Not met

Based on the 2009 survey on public perception of the CRA, about 38% of Canadians perceive the CRA as committed to sustainable development.

Activity 2.3.1.3

Integrate SD into outreach activities and communicate CRAs commitment to SD to the public.

Due Date: March 31, 2010

In progress

The Agency is increasingly using SD messages and including SD considerations in its outreach activities and communications to the public. For example, the My Account and My Business Account portals highlight the benefits of electronic options; promotional booths minimize the use of paper handouts and display SD banners to highlight the Agency's commitment to SD; and electronic information newsletters also communicate the CRA commitment to SD. To support the systematic use of SD messages and considerations in outreach activities and communications, the Agency developed consistent messages that will be integrated into the National Outreach Coordinating Committee (NOCC) Web site.

Indicator(s): Number of outreach sessions and number of participants; SD tips included in the National Outreach Coordinating Committee Web site (output)

The CRA held 6,881 outreach sessions with 121,906 participants. The members of the NOCC approved the SD content and work remains to completely integrate the SD content on the NOCC Web site.

Target 3.1.1 and supporting activities

Target: By March 2010, CRA leaders will demonstrate their support for SD in the workplace by committing to SD responsibilities in their performance agreements: 90% of EC (Executive Cadre); 90% of MGs (Management Group)

Measure(s):

• Percentage of EC performance agreements that include an SD clause
• Percentage of MG performance agreements that include an SD clause
• Percentage of annual branch/regional SD Action Plan commitments completed

Status: Not met

• A total of 99% of members of the EC group included SD in their performance agreements.
• A total of 82% of members of the MG group included SD in their performance expectations.
• A total of 71% of branch SD activities and 81% of regional SD activities were completed.

Activity 3.1.1.1

Include meaningful and measurable SD expectations in the guidelines for preparing performance agreements for EC and MG management levels.

Due Date: Annual

Complete

A total of 99% of ECs included SD clauses in their 2009-2010 performance agreements - surpassing the target of 90%. The results showed that 82% of MGs included SD clauses in their performance expectations. This compares to 71% in 2008-2009 and 43% in 2007-2008.

Indicator(s): SD responsibilities in guideline document. (output)

We reviewed and modified, as required, guide documents for completing EC performance agreements and MG performance expectations for 2010-2011.

Activity 3.1.1.2

Continue to develop and deliver job-specific SD training for MG managers.

Due Date: Annual

Complete

The CRA continued to provide SD learning to the CRA MGs via the Management Group Learning Program (MGLP). The purpose is to enhance the capacity of managers to influence employee decision-making that supports sustainable development. MGs received information on how to access SD resources and how to support employees to apply SD in their jobs.

Indicator(s): Number of MG Learning Program sessions with SD content delivered and number of participants.

A total of 280 MGs attended 14 SD sessions under the MGLP.

Target 3.2.1 and supporting activities

Target: By March 31, 2010, we will educate our large workforce to achieve 95% of employees who indicate they have some awareness of CRAs effort to reduce its environmental footprint and demonstrate sustainable service delivery.

Measure(s): Percentage of employees who are aware of the CRA SD program.

Status: In progress

The results of the most recent SD awareness survey (2007) showed that 89% of CRA employees are aware of SD at the CRA - this compares to 72% in 2004. We will conduct the next SD awareness survey of employees in 2010.

Activity 3.2.1.1

Innovate in the delivery of general SD awareness messages to employees through national campaigns, events, and local initiatives, such as Environment Week.

Due Date: Annual

Complete

Annually, the CRA communicates SD to employees mainly through three national SD events - Earth Day, Environment Week, and Waste Reduction Week. This is supported by paper reduction campaigns, updates and postings to our SD Website; the release of national and local SD messages, newsletters; and the integration of SD messages and considerations into Agency communiqué and activities, such as for BBQs and charitable campaigns.

Indicator(s): Results of and participation in national and local SD awareness campaigns and events.

There was a 40% increase in the number of SD page requests on the SD Web site on the CRA intranet over the previous period. The results from the 2007 SD employee awareness survey showed that participation rates for our three national SD events were: Earth Day - 36%, Environment Week - 45%, and Waste Reduction Week - 54%. Our next SD employee awareness survey will provide updated figures.

Activity 3.2.1.2

Implement the SD Innovation Fund nationally to employees.

Due Date: Annual

Complete

The Sustainable Development Innovation Fund (SDIF) finances employee-driven initiatives that support SD in the workplace. In 2009-2010, we offered $50,000 to fund selected projects. We awarded $43, 000 to three initiatives. We also launched the fourth call for project proposals under the SDIF.

Indicator(s): Number of Innovation Fund proposals received, accepted and results of funded projects.

The three initiatives were:

• Bought 1,400 rechargeable batteries to offsets the disposal of 14,000 single-use batteries in four of our largest battery-using facilities.
• We replaced paper envelopes and routing slips with reusable plastic envelopes to save the cost of 2,000 envelopes in one year.
• We developed an online tool to create electronic forms for internal use - about 20 forms were created, which saved an estimated 5,000 sheets of paper.

As a result of the fourth national call for SDIF project proposals, we awarded $50,000 to three new initiatives chosen from 26 project proposals. These projects will be implemented in 2010-2011.

Activity 3.2.1.5

Integrate SD information into orientation programs for new employees in the branches and regions.

Due Date: B/F from March 31, 2009

In progress

In order to standardize the orientation information provided to new employees, the SD Division provided the SD Network with SD information for integration into local orientation materials in all CRA branches and regions. This included the link to the SD component in the CRA online orientation course, A Good Start. The SD Division will continue to encourage and provide assistance to branches/regions/ directorates to incorporate an SD component into their orientation programs.

Indicator(s): Number of employee orientation programs amended to include SD and number of new employees reached

SD information is included in the Agency orientation course, A Good Start. It has also been integrated in the orientation programs of 3 of 5 regions and 9 of 11 branches. It is anticipated that all new employees to the Agency have access to SD information.

Activity 3.2.1.6

Develop and deliver job-specific SD training for target employee groups, such as corporate planners, policy makers, frequent travellers, and procurement officers, which will support the SD training needs of the SD Strategy 2007-2010.

Due Date: March 31, 2010

In progress

We promoted the online Sustainable Business Travel (SBT) course to employees. We updated the SD Criteria Tool for release to planners and policy makers in the next period. We also identified an appropriate green procurement training product and promoted it to procurement officers. A total of 51% of procurement officers have been trained in green procurement.

Indicator(s): Number of SD training modules developed for target employees and number of employees trained

An estimated 5,600 employees received information and 270 employees successfully completed the course.

Target 3.2.2 and supporting activities

Target: Contribute to cleaner air and employee well-being by developing and implementing an employee commuting program at priority facilities in major urban areas by March 31, 2010.

Measure(s):

• Number of priority facilities where the employee commuting initiatives were implemented
• Percentage reduction in emissions (GHG) and/or percentage increase in sustainable modes of travel

Status: In progress

We selected five facilities across the CRA to implement employee-commuting initiatives in the next period. We will estimate GHG reductions after the commuting initiatives have been implemented.

CRA employees in the National Capital Region reduced approximately 59 tonnes of GHGs from their participation in the federal Transit Pass Program.

Activity 3.2.2.2

Develop and deliver initiatives and communications materials to encourage sustainable commuting among CRA employees.

Due Date: March 31, 2010

In progress

Through its SD Division, the Agency outlined a communication plan to inform employees on their options for sustainable commuting. We released the information to five pilot sites across the Agency for implementation in the next period. Lessons learned from the pilot will be used to determine Agency-wide best practices for communicating sustainable commuting options.

Indicator(s): Number of priority facilities where commuting information was delivered to employees; Hits to employee commuting Web page

There were 12,675 hits to the commuting pages on the SD Web site. Commuting information will be shared with employees of the five pilot sites in 2010-2011.

Activity 3.2.2.3

Explore opportunities to negotiate employee travel needs, such as building location, showers, lockers and bike racks, into new and renewed leases.

Due Date: March 31, 2010

In progress

The Agency assessed its options for including SD criteria such as public transit, showers, lockers, and bike parking in appropriate lease documents. While we will work to include general SD clauses in lease agreements, resource requirements will limit the extent to which specific SD clauses can be included. Leases will be assessed on a case-by-case basis.

Indicator(s): Number and type of potential commuting-related service improvements identified

Improvements identified for lease agreements include leasing locations with access to public transportation; using sustainable commuting criteria to allocate parking; improving the availability, safety and location of bike racks; providing employees with showers, and change rooms; and communicating site-specific options for sustainable commuting.

Activity 3.2.2.4

Discuss opportunities to integrate sustainable transportation criteria into relevant policies and procedures, such as the Telework Policy.

Due Date: March 31, 2010

In progress

The Agency scanned its policy instruments related to commuting and identified two policies that could impact employee-commuting behaviour - the CRA Telework Policy and the Human Resources Policy Framework for the Executive Cadre.

Indicator(s): Recommendations report for integrating employee commuting criteria integrated into policies (output)

We prepared a preliminary recommendations report, which outlines opportunities and proposed approaches for including sustainable transportation considerations in the two policies. They will be considered in the regular review cycle for the policies.

Target 4.1.1 and supporting activities

Target: By March 31, 2010, enable SD to be integrated into the core business of the CRA by strengthening the SD framework: SD Network, SD Champions, Environmental Management System (EMS), and SD planning, reporting, and data management systems.

Measures:

• SD Network's level of satisfaction with the services provided by the SD Division (annual)
• New data management system for the SD Strategy and renewal of national PR Tool (2008-2009)
• Percentage complete and results of annual EMS targets (annual)
• Number of elements implemented from the performance measurement strategy for SD (annual)
• Renewed three-year commitment from SD Champions
• Favourable review of the SD Strategy by the CESD (annual)

Status: Met

• There was a 77% satisfaction rating given by the SD Network for the services of the SD Division in 2009-2010.
• We launched the online Performance Reporting (PR) Tool for SD in 2009 and a released updates to the Tool in 2009-2010.
• A total of 82% of targets under the EMS were met and mostly met.
• There are eight performance-reporting requirements to be implemented under the results-based management accountability framework (RMAF) for the SD strategy. We implemented all requirements, including reporting and SD strategy evaluation.
• The three-year commitment from SD Champions was renewed in 2007-2008.
• There was no review of CRA SD Strategy by the CESD.

Activity 4.1.1.1

Continue to plan, implement, and report performance of the CRA Environmental Management System (EMS).

Due Date: Annual

Complete

During the period, the Agency set 96 targets supporting nine EMPs. We met 60 targets (63%); mostly met 19 targets (20%); and did not meet 17 targets (18%). We reported performance to the National EMS Committee and formally established the 2010-2011 EMPs.

Indicator(s): Timely SD and EMS reports that meet reporting timelines of the CRA and the Commissioner of the Environment and Sustainable Development (CESD).

All EMS reports were provided on schedule to the national committee and to senior management. No CESD reports were required in the period.

Activity 4.1.1.4

Improve SD performance reporting by aligning the data management and statistical analysis systems for the national, branch and regional SD action plans, and the environmental management programs of the EMS.

Due Date: B/F from March 31, 2008

In progress

We released an updated version of the Performance Reporting tool - the online Tool enables the SD Network to report progress against their SD action plans. It is likely that EMS reporting will be incorporated into the PR Tool. A decision on the nature of this alignment will be taken in the next period.

Indicator(s): Improved system for data management and statistical analysis of SD Strategy and EMS (output).

The SD Division and SD Coordinators in CRA branches and regions use the PR Tool for quarterly reporting on SD performance. A decision on the EMS component is pending.

Activity 4.1.1.5

Conduct an internal review of the CRAs Environmental Management System (EMS).

Due Date: March 31, 2010

In progress

We initiated an internal review of the CRA EMS. The review was based on Environment Canada's Protocol Guide for an Environmental Management System Audit. The Guide follows the ISO 14001 international standard for environmental management systems.

Indicator(s): Type of changes resulting from the EMS internal review

The internal review will be finalized in 2010-2011.

Activity 4.1.1.6

Advance work on CRAs fifth SD Strategy 2011-2014.

Due Date: March 31, 2010

Complete

The Agency participated in interdepartmental meetings to finalize a federal strategy for SD. We shared best practices with other departments on greening government operations. Internally, we prepared a transition-year SD National Action Plan to advance the SD Program during the period between the end of CRA SD Strategy 2007-2010 and the beginning of CRA SD Strategy 2011-2014. We the assessed and prepared to adopt the proposed new federal requirements for SD planning and reporting.

We retained the services of a consultant to evaluate the SD Program. The conclusion highlighted the existence of a strong SD framework that will facilitate successful strategy implementation. It also identified opportunities to further integrate the SD framework into the Agency's business.

Indicator(s): Approved SD Strategy consultation outline/approach

The SD Steering Committee approved the consultation outline for preparing SD Strategy 2011-2014. We also prepared a supporting strategy development plan.

Target 4.2.1 and supporting activities

Target: By March 31, 2010, develop an SD Report Card (economic, social and environmental indicators) that will demonstrate the CRAs contribution to and progress towards sustainable development.

Measure(s):

• Economic, social, and environmental indicators for the CRA
• The SD Report Card published in the CRA Annual Report

Status: In progress

• The CRA reports environmental, social, and economic indicators in its annual reports on sustainable development. Further internal consultations are required to establish social and economic indicators for the Agency.
• The form, content and publishing of an SD Report Card for the CRA are pending further Agency consultations.

*Activity 4.2.1.1

Continue to integrate sustainability criteria into key programs and policies of the CRA.

Due Date: Annual
[Federal Goal 6: Strengthen federal governance and decision-making to support sustainable development]

Complete

We reviewed key corporate policies to assess the application of SD criteria. Of 32 policies reviewed, 24 policies had integrated at least one of the three pillars of SD - social, economic or environmental sustainability.

Indicator(s): Number and type programs, policies, and plans that were assessed using sustainability criteria.

We provided recommendations for integrating SD criteria in the CRA Relocation Policy and the CRA Parking Directive. Decisions on these policy instruments are pending, including updating the CRA Telework Policy.

*Activity 4.2.1.2

Develop an SD Report Card by establishing economic, social and environmental indicators spanning all business lines.

Due Date: B/F from March 31, 2008
[Federal Goal 6: Strengthen federal governance and decision-making to support sustainable development]

In progress

We developed a consultation paper that explores the business case for measuring and reporting CRA performance against economic, social and environmental parameters. The initial scope document investigated SD reporting as it relates to the Agency's mandate and strategic priorities, and looked at activities and programs linked to corporate social responsibility (CSR). To help us identify pertinent performance indicators, we reviewed information on CSR and sustainability reporting locally and internationally. We examined existing indicators and data from the Agency's internal and external reports, and reviewed the Public Sector Supplement of the 2006 Global Reporting Initiative (GRI).

We drafted an outline of a CSR report for the CRA that included a set of proposed performance indicators that account for each of the three sustainable development pillars (environment, economic and social), within the context of the CRA. We will pursue Agency-wide consultations to solicit consensus towards publishing such a report.

Indicator(s): Number and type of social/economic/environmental indicators developed.

This report contains elements of Corporate Social Responsibility reporting that will be strengthened each year - refer to Appendix B for environmental metrics, and Section 4.0 for SD program costs and benefits.

*Activity 4.2.1.3

Explore the inclusion of the SD Report Card in appropriate CRA reporting instruments.

Due Date: March 31, 2010
[Federal Goal 6: Strengthen federal governance and decision-making to support sustainable development]

In progress

We identified three options for publishing a CSR report. They are a standalone report, a summary brochure and an addendum to the Annual Report. These options will be discussed in the Agency-wide consultations.

Indicator(s): Recommendations report (output)

We prepared a recommendations report that discussed options for publishing a CSR for the Agency. Further consultations are required to reach a final decision.