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Expectation (a): Service Strategy – The Board must assure itself that the Agency has established a service strategy that is adaptable to meet the evolving needs of taxpayers and benefit recipients

Assessment Criteria

• Service strategy is developed that meets the needs of taxpayers and benefit recipients
• Service strategy is aligned with the Agency’s mandate, Vision 2020 and the transformation agenda

Information Considered by the Board

The CRA met its objectives for service standards and exceeded its three year objective of a 5% increase in the share of total interactions that are undertaken on a self-service basis. In assessing this expectation, the Board considered the whole of Agency perspective, acknowledged the substantial progress in e-services, including the increase in on-line tools, and recognized the fact that the Agency is a government leader in call centre service.

Further to direction from the Board, the Agency is developing a CRA Service Strategy 2013-2014 to 2015-2016 that will be aligned with the Government of Canada's service direction as well as the CRA's Strategic Directions.

Board’s Assessment

The Board observed that the Agency has clear and comprehensive service standards and is well advanced on its drive to e-service delivery. The Agency should present a renewed service strategy that responds to Board direction to focus on continued evolution of e-services, first contact resolution, tailored services, and service as a priority across the compliance continuum.

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