Foreword by the Chair

In 2016-2017, the Board of Management continued to encourage fair and timely service to Canadians. The Board met its statutory obligation to oversee the organization and administration of the Agency, offering strategic advice to senior management to improve service and performance.

This year was another year of transition. The Board collaborated with two commissioners of Revenue during the fiscal year: first Mr. Andrew Treusch, and then Mr. Bob Hamilton, who took over on August 1, 2016, upon Mr. Treusch's retirement. The Board thanks both Mr. Treusch for our successful collaboration throughout his tenure, and Mr. Hamilton for the strong and productive start to the relationship with our members.

During 2016-2017, the Board's achievements were realized under the leadership of Mr. Rick Thorpe, whose term as Chair of the Board ended on July 31, 2017. Members are grateful for his devotion to public service and to the CRA. We also thank Ms. Susan Hayes for accepting to serve as Chair in August 2017.

Throughout this reporting period, the Board maintained its four strategic Board priorities: service to Canadians, integrity and security, people management, and resource optimization. It also adopted a fifth priority, innovation, which has become a significant objective for both the CRA and the government as a whole.

In all areas of management, the Board underscored the importance of measurable and timely results for Canadians. The Board supported the Agency's progress on goals identified in the 2016-2017 to 2018-2019 Corporate Business Plan and in the Government of Canada's results framework. Members actively monitored targets of budgetary focus as well as fulfilment of the Minister's mandate, and fully supported the CRA's vision to ensure the CRA is a world-class tax and benefit administration, where taxpayers feel like valued clients.

Other highlights of the Board's work during the year included strategic discussions on Canadians' perception of tax fairness, the Board's encouragement of new and improved digital services and heightened electronic participation by tax filers, a Board study of post-employment practices and an action plan to implement recommendations. The Board appreciated and promoted continued efforts within the Agency to streamline and improve service through the Service Renewal initiative, which modernized compliance and collections processing, and through the CRA's continued consultations with small and medium businesses. The Board remains a strong proponent of the CRA's commitment to the Appeals Comprehensive Business Plan to ensure a timely response to taxpayer objections.

Turnover on the Board was high during this period, and members placed a renewed emphasis on director orientation and development. Members engaged in many helpful and informative discussions with senior management and staff of the Agency, and received excellent support, which was essential to the successful exercise of the Board's oversight responsibilities.

On behalf of the CRA Board of Management, I am pleased to recommend this report to the Minister of National Revenue, the Honourable Diane Lebouthillier, for tabling in Parliament.

Original signed

Suzanne Gouin
Chair, Board of Management