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Conclusion

Based on the performance of our business lines in 2003-2004, our conclusion is that the CCRA has delivered on its strategic outcome of compliance with Canada's tax laws and regulations and effective delivery of benefits and other programs and services. Exhibit 1 shows that we met or mostly met the expected outcomes set for each of our business lines. While celebrating our successes, we recognize that there are operational and management challenges. We are taking the appropriate steps to address them.

Our work in 2003-2004 in identifying compliance risks and developing a strategic approach across the CCRA to mitigate these risks is an important step. Through a broad range of modern and accessible services, high performance standards, emphasis on addressing key areas of risk, and continued hard work and dedication of our employees, we are confident that the fairness and integrity of our tax regime will be further enhanced, to the benefit of Canadians.

Exhibit 1 Performance against Strategic Outcome

		Performance rating	Data quality
Strategic Outcome: Compliance with Canada's tax laws, and the effective delivery of benefits and other programs and services	2003-2004	Met	Good
	2002-2003	Met	Good

Performance Against Expected Outcomes		Page
	Canadians pay their required share of taxes and the tax base is protected
	Overall compliance rates continue to be high. The majority of the individuals and businesses file their returns and pay their reported income taxes on time. In terms of reporting compliance, our measures to address non-compliance identified $10.2 billion in fiscal impact. Our judgement is that, while non-compliance is material, it remains relatively low, in line with prior years and comparable to other OECD countries. While we exceeded our commitments to the Government of Canada for cash collections of accounts receivables, the level of tax debt grew.
	To further facilitate taxpayers meeting their obligations, we continued to deliver quality services, meeting our most important service standards for the timeliness of processing tax returns. We also continued to expand the accessibility of our electronic service delivery options and were close to meeting our 50% target for electronic filing of T1 individual tax returns.
	Canadians receive their rightful share of entitlements
	We issued over 99% of all CCTB, GST/HST credit, and provincial and territorial payments on time under the programs that we administer.
	Based on our study, over 99% of benefit payments and notices were issued accurately when processing applications.
	Provinces/Territories and other government departments and agencies rely on CCRA as a key service provider
	We collected over $40 billion in taxes and administered 17 on-going child benefit and credit programs on behalf of provinces and territories. We continue to broaden the scope of programs and services administered on behalf of our partners.
	Canadians receive an impartial and timely review of contested decisions
	We resolved the majority of appeal cases administratively; of those that were taken to court, the courts upheld almost two-thirds of CCRA's original determinations. However, we need to improve the timeliness of our dispute resolution and reduce inventory of appeals and voluntary disclosure cases.
	Internal Services enable business lines to maximize performance and operations
	Our strategic direction, HR and IT functions particularly contributed to the business lines meeting their program objectives. While our HR reform is well underway, the Taking Stock initiative has identified required course changes.
	Efficiencies from our Administrative Reform and Renewal and other initiatives were invested in business transformation initiatives and enabled the Agency to contribute $22 million towards Government-wide reallocation priorities.