Enhance CCRA performance measurement

Although the Balanced Scorecard (BSC) system continues to lag behind its target, positive progress was achieved through the first release of an automated BSC system and an in-year performance monitoring report in February 2003.

Complete the automated corporate BSC and integrate clear performance targets into the performance measurement framework.

Improve performance against service standards

We established six new service standards. As well, we met or mostly met the majority of our most important service standards, but recognize the need to improve how we monitor and report them.

Implement telephone service standards for customs and tax services and improve the monitoring of our results against service standards, where required.

Meet target for level of tax debt

We met the cash collection commitment to the Government of Canada, reduced the share of accounts more than five years old in the Tax Services Offices, and narrowed the gap between intake of new debt and production.

Develop further strategies to manage the tax debt, including factors such as the allowance for doubtful accounts and accounts older than five years.

Enhance programs for enforcing tax compliance

Internal consultations on the compliance measurement framework were finalized and approximately 150 indicators were identified.

Develop and report measures of compliance rates and of the effectiveness of the audit selection using results from the CORE audit program

Improve timeliness for processing disputes

We significantly reduced turnaround times in dispute processing and met our targets in most program areas.

Achieve timeliness targets and minimize the levels of non-workable files by implementing recommendations for improvements.

Enhance telephone accessibility

We met our accessibility targets in tax services and in the CCTB enquiries line, but did not meet our targets for GST/HSTcredit enquiries.

Continue efforts to meet caller accessibility targets for GST/HST credit enquiries. Explore options for alternative service channels to provide these clients their information requirements.

Enhance border compliance, including robust risk management and performance measurement

We are on track for most of our commitments under the Customs Action Plan and Manley-Ridge Initiatives. We addressed most of the weaknesses in our compliance measures and advanced the Compliance Improvement Plan.

Develop a strategy for evaluating the impact of the Administrative Monetary Penalty System (AMPS) on border and trade compliance.
Further develop measures of trade compliance.

Enhance information technology (IT) infrastructure

We made excellent progress against our Corporate Plan IT commitments for 2002-2003.

Respond effectively to human resources challenges

Many of the 14 initiatives in the Human Resource Reform and Renewal strategy are in place. There are delays in implementing the competency-based human resources management/pre-qualification process for staffing. A new compensation delivery model was developed and approved.

Address the delays in implementing the competency-based human resources management/pre-qualification process for staffing.

Enhance client satisfaction surveys

We have reviewed our client satisfaction using survey research taken over three years. This year, we conducted a survey tailored to Charities clients.

Implement an expanded integrated satisfaction survey, including for other key client groups with reporting by 2004.

Advance modern comptrollership

Launched the Modern Comptrollership Agency capacity assessment and developed an action plan.

Complete Modern Comptrollership initiative, including development of communication products and learning programs.

Modernize financial systems and practices

Implementation of new system applications and processes (FIS Phase II) to support accrual accounting with first reporting of CCRA Accrual Financial Statements in 2002-2003.

Enhance FIS and advance the activity-based costing system beyond the pilot stage to more closely link resources to activities and results.

New Items

Improve monitoring of fairness requests

Review of the fairness registry led to a number of recommendations.

Follow up on the recommendations of the review of the fairness registry to make necessary system changes by year 2005.

On track

Mostly on track

Not on track