• A multi-faceted strategy to address the level of accounts receivable has been developed. Elements of this strategy include nationalizing the collections workload and reducing the level of accounts more than five years old.

• With additional resources provided by the Government, over 900 new auditors have been hired and trained. However, it will take a few years to realize the full impact of this investment. Significant work undertaken to match third-party information slips on payments made to government contractors and construction sub-contractors with revenues reported.

• Introduced TONI in the remaining provinces (excluding Quebec) and territories in February 2002.

• Inventories have been reduced to acceptable levels, but service standards for processing timelines revised in light of recent program experience.

• Beneficial adjustments will be expanded to include other types of taxpayer errors after full implementation of Matching Redesign Initiative in 2004-2005.

• First phase of the Other Levies Project implemented, including moving Workers Compensation Board and Industry Canada payments onto the standardized accounting platform and creating a Business Number for all excise accounts.

• Implemented all key deliverables for 2001-2002 with regard to the T4 Internet filing option, GST/HST Internet filing, and Business Registration On-Line. Expanded the use of NETFILE.

• In step with the broader implementation of the Balanced Scorecard, work progressed on the development of Balanced Scorecard measures and indicators. However, at a corporate level, the Agency did not progress as expected, falling short in the overall phased-in implementation of the BSC (see ). We are now back on track in 2002-2003.

• Effective 2002-2003, we expect to establish a service standard for caller accessibility adapted from our internal performance standard.

• Fairness registry reviewed as a first step towards implementing systematic nationwide monitoring system.

• Developed an initial comprehensive compliance measurement framework and a proposed action plan for implementation beginning in 2002-2003.

The Road Ahead – 2002 and Beyond

1. Implement multi-faceted framework for managing accounts receivable, including nationalizing collections workload (Anticipated Result 4).

2. Deploy the additional resources provided by the Government to meet the commitments for audit coverage and anticipated fiscal impact for 2002-2003 through 2004-2005 (Anticipated Results 4, 8, 9 and 10).

3. Improve the timeliness of processing T2 Corporation returns against the revised service standards (Anticipated Result 3).

4. Continue implementation of Other Levies Project as stated in the Corporate Business Plan (Anticipated Result 11).

5. Continue expansion of electronic delivery initiatives as stated in the Corporate Business Plan and Future Directions . This includes: building capability to process 75% of returns filed electronically in the next few years; and introducing T2 Internet Filing for corporation returns (Anticipated Results 3 and 11).

6. Improve performance against existing service standards; expand the scope of these standards beyond timeliness and include standards for telephone enquiries (Anticipated Result 2).

7. Fully implement a systematic, nationwide fairness monitoring program (Anticipated Result 2).

8. Finalize the framework for measuring compliance and develop appropriate indicators (Anticipated Result 5).

9. Implement Excise Act , 2001 (Anticipated Result 11).

10. Continued participation in International e-compliance and e-service committees to clarify existing policies and practices in an e-commerce world (Anticipated Result 8)