Question Period Note: SERVICE IMPROVEMENTS

How is the Canada Revenue Agency improving service to Canadians?

• The Canada Revenue Agency has embarked on a transformation journey to improve Canadians’ service experience.

• By ensuring that the taxpayer is at the centre of what it does, the Agency is leveraging their feedback and expectations when designing and delivering programs and services. For example:

• The Agency will mail the Income tax package to 1.7M individuals who filed on paper the previous year.

• File my Return (FMR): eligible Canadians, with low or fixed incomes whose situations remain unchanged year-to-year, can file their income tax and benefit return by answering a series of short questions through an automated phone service.

• The Express Notice of Assessment service allows Canadians to view their notice of assessment in software after the return has been received and processed by the CRA.

• New telephony platform: virtually all callers get estimated wait times to speak to an agent so they can make an informed decision on whether to wait, call back, or use self-serve options. Wait times are also now available online.

• The Personal Identification Number (PIN): makes it easier for callers to access the Agency’s Individual and Benefit telephone services and improve the success rate for callers who are attempting to self-serve using automated telephone services.

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