Summary of the Corporate Business Plan 2012-2013 to 2014-2015
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Summary of the Corporate Business Plan 2012-2013 to 2014-2015
Meeting service needs
Total planned spending
Quality service and information are critical to the success of our tax system which relies on self-assessment. We provide taxpayers with a wide array of services, helpful and accurate information, and effective tools to facilitate their compliance with tax legislation and to ensure they receive the benefits to which they are entitled.
Providing Canadians with information, tools, and services via multiple service channels helps them to meet their tax obligations and receive their entitlements. To increase our success in advancing these goals, we will:
- use an integrated, multi-channel approach that directs taxpayers and benefit recipients to the most affordable and effective channel to meet their service needs, including providing information and assistance through the Web, publications, automated telephone service, agent-assisted services, and facilitating transactions such as electronic filing or requesting a reassessment using My Account;
- employ high-capacity production systems, supported by an IT service management approach, facilitating a range of tax and benefit assessing and processing activities, issuing and receiving payments, and other services to our clients; and
- focus our efforts on delivering services that help third party representatives to better serve their clientele.
We will meet the growing expectations of taxpayers by ensuring that we make optimal use of technology to provide timely and accessible service offerings. We will promote voluntary compliance by ensuring that we accurately and efficiently process returns and payments, thereby contributing to the protection of Canada's revenue base.
The CRA Web site and electronic services
More and more Canadians interact with the CRA through the CRA Web site and the electronic services it provides. Particular advantages of this service delivery channel include increased timeliness of information provided by the CRA, increased flexibility and ease of transacting with the CRA, and reduced costs both for Canadians and the CRA. Our electronic self-service options include My Account, My Business Account, and Quick Access.
To enhance the user experience with the Web channel and increase visits to online information, we will ensure a better integration of tax and benefits information with our e-services. This aligns with improving the user experience and the new Web standards for accessibility, usability, and interoperability set by the Treasury Board of Canada Secretariat. Satisfaction of taxpayers with the CRA Web site will be measured against key performance indicators, using a variety of feedback mechanisms.
My Account, My Business Account, and My Payment
My Account, My Business Account, and My Payment are electronic services offered by the CRA to allow taxpayers to obtain information relevant to their situation, to modify their information, and to make payments.
The CRA will pursue cost-effective ways to improve service to taxpayers and will introduce new electronic services. A Message Centre will be available to businesses and authorized third party representatives through the My Business Account portal and will inform users of a new or awaiting message upon logging into My Business Account. My Business Account users will also be able to send enquiries and receive written responses from the CRA electronically within the secure portal.
The Income Tax Act and the Excise Tax Act contain sections that prohibit the disclosure of taxpayer information to third parties unless specifically authorized by that taxpayer. The Taxpayer Representative Identification System (TRIS) is an online database that permits us to verify whether CRA employees are authorized to deal with a third party representative on a specific taxpayer's behalf. While we have made progress in the timely processing of request forms, we will continue to take steps to address delays during non-peak tax time (mid-July to mid-March) associated with timely routing of request forms.
The CRA recognizes that the use of mobile devices in Canada continues to rise exponentially. Over the planning period, we will enhance our CRA mobile-friendly Web site.
Enquiries services
Conduct analysis on channel demand, use and integration
Target taxpayer population segments through improved Web navigation, architecture, and content management
Date 2012-2015
Enhance authoring and planning tools and business processes
Date 2012-2014
Enhance the quality assurance program, agent training, and agent tools
Date 2012-2015
Our 1-800 telephone networks provide help and information to taxpayers and benefit recipients through automated and agent-assisted services. Callers using the automated service can get general information and simple account information such as refund status, RRSP contribution room, and Tax Free Savings Account contribution room 24 hours a day, seven days a week.
Our GST/HST Rulings program provides written rulings and interpretations along with a 1-800 telephone service for registrants and taxpayers for more technical GST/HST information and transactions. Our goal is to respond to written requests for rulings and interpretations within 45 days Footnote 1 of receipt in the CRA.
Processing returns and payments
Deliverable
Communicate the new mandatory Internet filing requirements for businesses
Date Ongoing
It is important that the CRA processes Income Tax or GST/HST return accurately and without undue delay. We are continuing to introduce efficiencies that will accelerate our processing times. In situations where taxpayers make an error in completing their return, the CRA will adjust the return, which may result in a taxpayer owing more money or obtaining a refund of excess taxes paid.
This year, we will promote electronic payments by adding the ability to transfer a payment to a different program with the same Business Number. We will also continue to communicate the new mandatory Internet filing requirements for businesses. In addition, we will also make it easier for businesses to authorize their representatives to act on their behalf.
Charities
Deliverable
Improve the display of Annual Information Returns on the Charities and Giving Web site
Deliver information sessions, webcasts, webinars, and newsletters
Implement a service standard for written enquiries
Date 2012-2013
Client service representatives in our Charities program are available to provide public information regarding registered charities, and provide guidance on how to register a charity and how to issue donation receipts. We offer a thorough and timely application process, provide direct assistance to charities, and conduct extensive outreach initiatives.
Over the planning period, registered charities and applicants for registered status will continue to have access to high quality application and enquiries processes and outreach initiatives.
Our performance indicators - Meeting service needs
These indicators will demonstrate whether we are making measurable improvements in achieving this core business outcome.
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Upward trend Footnote 1a
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Upward trend Footnote 1a
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Strong upward trend Footnote 1a
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Upward trend Footnote 1a
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Upward trend Footnote 1a
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- Footnote 1a
- The objective is to show an increase.
- Footnote 1
- This excludes highly technical and precedent and/or policy-setting rulings and interpretations.
- Date modified:
- 2012-05-31