2.1.1 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.

2.1.1.1

Research and develop an historical timeline of CRA tax filing processes, focusing on the shift from paper filing to E-filing, and the associated paper burden. (March 31, 2008)

Timeline report with paper usage

FAB (SMPSD) / ABSB (IRPPD)

Performance Indicators
Estimated percentage of individual tax filers, businesses, and Charities receiving communications materials relating to service improvements; type of efficiencies gained by the CRA as a result of new e-services; sheets saved due to EFILE and NETFILE between 1990 and the 2007 T1 program year; sheets saved due to reduced mail out of tax packages between 1990 and the 2007 T1 program year

Performance Measures
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

Data Collection Method/Source
CRA Annual Forecast Reports; CRA Annual Report; branch annual reports

2.1.1.2

Enhance service to individual 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. (March 31, 2010)

E-service improvements for individual taxpayers that reduce the need to print and mail forms, and lead to faster service; increased public outreach (i.e., communications materials and events)

ABSB, Appeals, TSDMB / ITB / -

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. (March 31, 2010)

E-service improvements for business that reduce the need to print and mail forms; and increased public outreach (e.g., communications materials and events)

ABSB, Appeals, TSDMB / ITB / -

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. (March 31, 2010)

E-service improvements for charities that reduce the need to print and mail forms, and results of Charities Partnership Outreach Program

LPRAB (CD) /- /-

2.1.2 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.

2.1.2.1

Implement the Benefit Program Communications Strategy to enhance communications and public outreach services to benefit recipients. (March 31, 2010)

Communications materials and public outreach activities for benefit recipients

ABSB (BPD) /TSDMB / -

Performance Indicators
Results of activities implemented as part of the benefit program communications strategy; 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

Performance Measures
Client satisfaction levels; increased take-up rate of benefit recipients

Data Collection Method/Source
CRA Annual Forecast Reports; CRA Annual Report

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. (March 31, 2010)

New e-services that reduce need to print and mail forms, and lead to faster service

ABSB/ ITB / -

2.2.1 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.

2.2.1.1

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

Memorandum of Agreements and Letters of Intent that include sustainability provisions

CSBDB (CRD) and FAB (SMPSD) / SD Network/ -

Performance Indicators
Percentage of partnership negotiations/discussions that included considerations of sustainability criteria; 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

Performance Measures
Percentage of partnership agreements that applied the sustainability criteria; efficiencies gained by implementing the Service Delivery Strategy; 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 volunteers

Data Collection Method/Source
Agency 2010 reports; branch SD performance reports; CRA Annual Report; annual federal/provincial reports

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. (Annual)

Promotional activities for tax clinics; software and computers donation

TSDMB (TSD) /-/-

2.2.1.3[Footnote 1]

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. (Annual)

Membership and/or leadership position in international committees; shared information, best practices, and technical assistance with partners

CPB (CSD) / - / -

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. (March 31, 2010)

Business transformation initiatives, new electronic services and other efficiencies in providing services on behalf of clients

CSBDB (SPD) / -/ -

2.2.1.5[Footnote 1]

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. (March 31, 2010)

Meetings held with partners and annual advancements in establishing new tax administration agreements

CSBDB (CRD)/ - / -

2.3.1 Communicate the CRA's 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.

2.3.1.1

Integrate principles of sustainable development, such as innovation and efficiency, into the CRA's marketing and/or branding strategies, and advertising campaigns. (March 31, 2008)

Principles of SD reflected in CRA marketing, branding or advertising to the public

PAB (CD) /, ABSB, Appeals, CPB, TSDMB, FAB (SMPSD) / -

Performance Indicators
Type of SD concepts included in marketing and branding products; number of outreach sessions and number of participants; result of recommendations report for the use of an SD message and next steps

Performance Measure
Percentage of public who perceive the CRA as being committed to SD

Data Collection Method/Source
CRA public opinion survey

2.3.1.2

Explore the use of an SD statement on client and taxpayer correspondence and the CRA's external Web site. (March 31, 2008)

Recommendations report

FAB (SMPSD) / PAB (CD) , ABSB, Appeals, CPB, TSDMB/ -

2.3.1.3

Integrate SD into outreach activities and communicate CRA's commitment to SD to the public. (March 31, 2010)

SD tips included in the National Outreach Coordinating Committee Website

FAB (SMPSD) / PAB (CD), ABSB, Appeals, CPB, TSDMB / SD Network