External advisory panel on service

The external advisory panel on service will support the CRA’s overall service transformation by sharing experiences and lessons learned from their area of expertise and provide advice on emerging trends, plans and practices in service design and delivery.

Chaired by the Commissioner of the Canada Revenue Agency, the panel is comprised of senior leaders and experts from the public, private, and not-for-profit sectors with expertise in digital services, client-centric service design, delivery and innovation.

Members

Meetings

The panel will meet in person approximately three to four times per year.

Hillary Hartley, Deputy Minister of Consumer Services and Chief Digital Officer with the Province of Ontario

Hillary Hartley was appointed Deputy Minister of Consumer Services in June 2018. Hillary joined the Ontario government in April 2017 as Deputy Minister responsible for Digital Government. She is also Ontario’s Chief Digital Officer, leading the province’s digital transformation efforts.

As Deputy Minister of Consumer Services, Hillary’s focus is on the end-to-end customer experience of government, bringing together the collective efforts of ServiceOntario, Consumer Protection Ontario, the Ontario Digital Service, and more, to deliver simpler, faster, better government services for the people and businesses of Ontario.

Previously, Hillary was the Deputy Executive Director of 18F, a digital services agency in the U.S. federal government, and was a Presidential Innovation Fellow in 2013. She has worked with governments across jurisdictions for more than twenty years, having previously served as a director at NIC Inc., an organization that helps governments embrace internet-based technologies and approaches necessary for modernization.

Serge Lamontagne, City Manager for the City of Montreal

Mr. Serge Lamontagne took office as City Manager for the City of Montréal on July 23, 2018. He has been working in the public sector for over 30 years and has worked nearly 12 years for the City of Montréal. In 2002, he was the director of Culture and Sports in the borough of Saint-Laurent, and then became the borough Director. From 2010 to 2012, Mr. Lamontagne was Associate Director General of the "Service de la concertation des arrondissements" (borough coordination) before taking over as interim Director General in 2013. He then served as Executive Director of the Ville de Laval from 2014 to 2018, where he oversaw a major reform of the Laval administration regarding ethics, governance, and accountability.

Mr. Lamontagne holds a Master in Business Administration and an "Administrateur de sociétés certifiés".

Marie Josée Lamothe, Founder and President of Tandem International, Board Director, and Professor of Practice at the Desautels business faculty of McGill University

A 25 year veteran of the competitive Consumer Products world, Marie Josée Lamothe is best noted for her expertise in International Management and Omni-Channel Branding.

Ms. Lamothe is the Founder of Tandem International, an advisory firm specialized in omnichannel retailing & branding; covering areas such as brand building, corporate reputation, business restructuring and human capital with an emphasis on profit-driven analytics.

Prior to founding Tandem International, Ms. Lamothe was Managing Director at Google Canada for nearly 5 years, where she helped brands harness the power of digital to scale their business in Canada and globally.

Ms. Lamothe sits on the boards of The ALDO Group, Reitmans Canada Limited, and LightSpeed, a point-of-sale and e-commerce software provider, as well as OSMO, a not-for-profit organization created to support the development of the startup ecosystem in Montreal. Ms. Lamothe was also appointed by the Treasury Board of Canada to the Audit Committee for the Ministry of Employment and Social Development Canada (ESDC).

In addition, Ms. Lamothe is a Professor of Practice at the Desautels business faculty of McGill University, where she teaches Innovation in Retailing and the Fundamentals of Retail at the Bensadoun School of Retail Management.

Ms. Lamothe currently co-chairs the annual campaign for United Way/Centraide Montreal, a not-for-profit organization which invests locally in Montreal to break the cycle of poverty and social exclusion.

Prior to joining Google, she held various roles during her 12 years at L’Oréal, from International Marketing Director in France to CMO & CCO in Canada where she leveraged the strengths of digital to help L’Oréal’s 33 beauty brands compete.

Ms. Lamothe was also appointed to the 2017 Advisory Council on Economy and Innovation for the Government of Quebec and was a Member of Canada 150 Research Chairs Multidisciplinary Review Panel, which aims to award research chair positions to Canadian universities and enhance Canada’s reputation as a global center for science, research and innovation excellence.

Since her return to Canada, Ms. Lamothe has been awarded the Desautels Achievement award by McGill University, which recognizes individuals who serve as role models for students in their education, career, and philanthropic contributions. She received an honoree diploma from the University of Montreal for her contribution to the advancement of our society. The Boardlist named her among the Top 10 women in tech in Canada, InfoPresse nominated her as a Personality of the Year in Quebec. She was also recognized among Canada’s Top 100 Most Powerful Women in the Financial Post and Canada’s Marketers of the Year by Strategy magazine. Forbes Magazine and Social Media Magazine (US) recognized her among Top Marketing Minds To Follow on social media in North America and Canadian Business magazine nominated her among Canada's 40 Global Leaders.

Ms. Lamothe is a graduate of Mathematics and Economics from the University of Montreal.

Elizabeth Mulholland, Chief Executive Officer of Prosper Canada

Elizabeth Mulholland is the Chief Executive Officer of Prosper Canada, a national charity dedicated to expanding economic opportunity for Canadians living in poverty through program and policy innovation.

As Canada’s leading national champion of financial empowerment, Prosper Canada works with government, business and community partners to develop and promote financial policies, programs and resources that transform lives and foster the prosperity of all Canadians. These include initiatives to reduce barriers to tax filing for people with low incomes and to sustainably scale interventions that better connect vulnerable Canadian to tax credits and income benefits that reduce poverty and build financial stability.

Ms. Mulholland joined Prosper Canada in 2011, after a decade of independent public policy consulting and five years as the Senior Advisor on Social Development in the Office of the Prime Minister, providing strategic direction on national social and health policy issues. She has held senior policy positions in the non-profit and private sectors, working throughout her career to strengthen the relationship between Canada’s voluntary, public and private sectors and to develop the capacity of non-profit organizations to participate effectively in public policy making.

Sean Mullin, Executive Director of Brookfield Institute for Innovation + Entrepreneurship at Ryerson University

Sean is an economist, public policy expert, leader and thinker. In 2015, he joined the Brookfield Institute for Innovation + Entrepreneurship (BII+E) as its founding Executive Director, where he provides strategic direction and leads the overall day-to-day activities of the institute.

For more than a decade, Sean has championed and shaped important public policy decisions with a particular focus on economic issues. Through this experience, he has become increasingly convinced of the importance of fostering innovation and entrepreneurship as conduit for economic growth and prosperity.

Prior to joining BII+E, Sean served as the Chief of Staff at a Toronto-based private equity firm, where he worked at the intersection of finance and management strategy. Sean also served for more than six years in senior advisory roles to the Premier of Ontario and Ontario’s Minister of Finance, where, among other responsibilities, he coordinated the development of the annual Budget for the Province of Ontario.

He also worked as a consultant, providing expertise and advice on business strategy and management to clients in the technology, non-profit and public sectors. Sean also contributes to the public policy discourse in Canada, and has frequently been published as an author, contributed to reports or invited to speak on topics ranging from tax policy, infrastructure, clean technology, economic development and innovation and entrepreneurship.

Sean has a degree in Economics and Computer Science from the University of Toronto, an MA in Economics from McGill, and an MBA from the University of Oxford. He also serves on the Board of Woodgreen Community Services, also sitting on the Strategy and Innovation Committee. Sean lives in the east of Toronto with his wife, Jessica, daughter, Ada, and son, Leo.

Brenda Rideout, Strategy and Digital Advisor/Board Member

Brenda Rideout is a proven executive with extensive experience in digital strategies, marketing and technology. Formerly the President and Chief Executive Officer of Tangerine Bank of Canada responsible for the strategic and day to day operations of the Bank.

She was instrumental in growing the Bank’s Canadian business and helped launch several direct banks internationally for ING Group. Brenda played a key role in the strategic review for ING Direct resulting in the acquisition by Scotiabank. Subsequently Brenda led the Bank’s brand transition to Tangerine.

In 2018, she was awarded one of Canada’s Top Most Powerful Women. In 2008, she was the recipient of the Chief Information Officer (CIO) of the year award from the Canadian Alliance Technology Association and in 2007 she was awarded the Most Innovative CIO award from Bank Systems and Technology magazine.

Brenda’s passion for client driven innovation and experiences enabled Tangerine/ING Direct to receive the #1 ranking for Customer Satisfaction by JD Power for seven years in a row.

Brenda completed a Computer Sciences program with honours as well as an Executive Management Program at Queens University, and holds a Masters Certificate in Innovation from the Schulich School of Business. She received a certificate for Strategy: Building and Sustaining Competitive Advantage from the Harvard Business School and attended an Executive Leadership program at Fuqua School of Business (Duke University).

She was chair for the Women in Leadership Council at Tangerine and Chairman of the Board for the Tangerine Investment Boards (TIMI/TIFL). In addition, she was a Director for Tangerine Bank and the Association of Innovation Professionals boards. Brenda has also been a member of a number of Advisory Councils including Oracle, Hewlett-Packard and Dell.

Brenda lives in Stouffville with her husband and son.

Dr. Stephen Tax, Professor and Champion for Service Management with the Gustavson School of Business at the University of Victoria

Dr. Stephen Tax is professor and Francis G. Winspear Scholar in the Gustavson School of Business at the University of Victoria. He teaches marketing management and customer experience management to graduate and executive students.

Stephen's research interests focus on interdisciplinary issues in services management, notably customer experience management, service recovery, service design, customer performance and service networks. His overarching research goal is to improve the design and delivery of the customer experience.

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