Canada Revenue Agency Departmental Performance Report 2013-14

Program: Benefit programs

Many Canadians depend on benefit payments for a significant part of their household income. The CRA administers a range of ongoing benefits and one-time payment programs for the provinces and territories and the federal government, such as the Canada child tax benefit, the GST/HST credit, and the universal child care benefit. We ensure the right benefit payment is made to the right individual at the right time and give recipients accessible information and timely responses to their enquiries.

Benefit programs Financial resources
(in dollars)
Financial resources
(in dollars)
Human resources (FTEs) Human resources (FTEs)
Main Estimates 382,509,653   -  
Total authorities 383,633,714   -  
Planned     392,631,5081,2   1,561
Actual       374,414,3243   1,300
Difference (planned minus actual)     18,217,184   261

 Sub-program descriptions

Sub-program Description
Benefit enquiries The program offers benefit recipients timely and accessible information on their entitlements and obligations through self-service and assisted channels.
Benefit programs administration The program delivers a range of ongoing benefits and one-time payment programs that support the economic and social well-being of Canadians. Through processing and validation activities, it ensures the right benefit payment is made to the right individual at the right time.

 Benefit enquiries

Benefit enquiries Financial resources
(in dollars)
Human resources
(FTEs)
Planned 44,807,940 515
Actual   33,950,231 316
Difference  10,857,709 199

For many Canadians, benefit payments account for a significant part of their household income, and it is essential the CRA give quick and helpful responses to their benefit enquiries.

Our call centres respond capably to millions of telephone enquiries each year. We met our performance targets for timely and accurate responses to enquiries about the Canada child tax benefit and the GST/HST credit.

While more users are opting for the convenience of our online tools, we are committed to maintaining our telephone enquiries service and to providing paper copies of publications to those who need them because we understand online services do not meet the needs of all benefit recipients.

Key results:

  • 5.6 million calls to our benefit enquiries line in 2013-2014.
  • We met our service standard target for timeliness by answering calls within two minutes 75% of the time for Canada child tax benefit and GST/HST credit enquiries.

Benefit programs administration

Benefit programs administration Financial resources
(in dollars)
Human resources
(FTEs)
Planned 109,823,568 1,046
Actual   105,060,659 984
Difference  4,762,909 62

Renewing our Benefit Infrastructure

We are updating our benefits system through a multi-year renewal project. It will ensure we continue to provide benefit recipients with timely payments and information while enabling future program growth. The renewal project will also provide a solid foundation for the benefit programs and services we deliver for the provinces and territories and the federal government.

E-services

Our online services, supported by security procedures to protect personal information, represent the best opportunity to respond to the evolving service expectations of benefit recipients. Online services provide benefit recipients with a convenient and user-friendly experience. Canadians can apply for benefits with assurance their personal information will remain confidential.

We introduced a number of improvements to make it easier for them to receive clear information and timely services, and to enable us to respond to new opportunities for growth in program and service delivery, including those we undertake with our partners. For example, benefit recipients can now update information on the children in their care online.

Key results:

  • Benefit and credit payments made by direct deposit increased to 64.8%, moving us closer to meeting the Government of Canada's commitment to phase out federal government cheques by April 2016.
  • The benefits page in My Account registered 3.3 million visits and the Quick Access service logged 762,330 visits.
  • Electronic submission for form T1013 Authorizing or Cancelling a Representative increased by more than 40% in 2013-2014. The use of paper forms decreased by more than 280,000.

Partnerships

We administer benefit programs on behalf of provincial and territorial governments which reduces the need for separate calculation and delivery systems at the federal, provincial, and territorial levels. For example, in July 2013, we began administering the Prince Edward Island sales tax credit on behalf of the provincial government. This tax credit is fully funded by the province and helps households with low and modest incomes.

Similar income-based eligibility criteria are used for most programs and, through data sharing with our provincial and territorial government partners, we are able to ensure the right benefits go to the right recipients, while simplifying the application process. For example, the CRA's Automated Benefits Application system allows participating provinces and territories to offer a quick, easy, and secure way to apply for all child benefit programs for newborns. In 2013, New Brunswick became the ninth province to adopt the Automated Benefits Application.

$22B

We paid almost $22 billion in benefits payments

Key results:

  • We administer 132 federal, provincial, and territorial programs and services.
  • We reviewed 310,648 accounts based on our risk assessments and 66% of the files reviewed had to be adjusted.
  • We processed 971,597 GST/HST credit account adjustments resulting from changes to recipient family situations such as a change in income, marriage, or a child turning 19.
  • We issued 99.9% of payments on time.
  • We made more than 120 million payments to close to 12 million benefit recipients.
  • We paid close to $22 billion in benefit payments.

120M

DID YOU KNOW?
We made more than 120 million payments

12M

DID YOU KNOW?
We paid benefits to nearly 12 million recipients

Performance results

  Strategic outcome: Eligible families and individuals receive timely and correct benefit payments.
Expected
results
Performance
indicators
Targets/
threshold
Actual
results
Eligible families and individuals receive timely and correct benefit payments. Percentage of benefits payments received by benefit recipients on time 99% 99.9%
  Program/sub-programs
Benefit programs
Expected
results
Performance
indicators
Targets/
threshold
Actual
results
Benefit recipients are provided timely and accurate eligibility determinations and payments, and have access to timely and accurate information

Percentage of service standards targets that are met or mostly met relating to benefits administration and enquiries:

  • Canada child tax benefit enquiries – respond to calls in the agent queue within two minutes (target: 75%)
  • GST/HST credit enquiries – respond
    to calls in the queue within two minutes
    (target: 75%)
  • Respond to benefit and credit enquiries – accuracy (target: 98%)
  • Respond to benefit and credit enquiries
    – within 80 calendar days – timeliness (target: 98%)
  • Processing benefit applications and
    marital status change forms – accuracy (target: 98%)
  • Processing benefit applications and marital status change forms – within 80 calendar days
    – timeliness (target: 98%)
  • Benefit validation and compliance – results of review within 45 calendar days (target: 90%)
  • Process a request to authorize or cancel
    a representative (electronic) within five business days (target: 90%)
  • Process a request to authorize or cancel a representative (paper) within 20 business days (target: 90%)
100% 100%
  Canada child tax benefit overpayment debt as a percentage of payments issued <0.4%  -0.04%4
  Program/sub-programs
Benefit enquiries
Expected
results
Performance
indicators
Targets/
threshold
Actual
results
Benefit recipients have access to timely and accurate responses to their telephone enquiries Percentage of Canada Child Tax Benefit and GST/HST credit calls answered within two minutes of entering the agent queue 75%  75%
  Percentage of Canada Child Tax Benefit and GST/HST credit callers who succeed in reaching CRA telephone service (agent or automated) 85% 85%
  Percentage of accurately updated internal reference materials for benefit services agents 100% 100%
Program/sub-programs
Benefit programs administration 
Expected
results
Performance
indicators
Targets/
threshold
Actual
results
Benefit and credit eligibility determination and payment processing are timely and accurate

Percentage of Canada child tax benefit and GST/HST credit accounts targeted under validation programs that were adjusted (validation and compliance)

  • Processing benefit applications and marital status change forms – timeliness – within 80 calendar days (target: 98%)
  • Processing benefit applications and marital status change forms – accuracy (target: 98%)
100% 100%
  Percentage of Canada Child Tax Benefit and GST/HST
credit accounts targeted under validation programs that were adjusted (validation and compliance)
50% 65.8%
  Percentage of respondents satisfied with benefit  application processing time 75%

84.3%


Footnote 1: Includes statutory children's special allowance payments sub-program:  
 – planned spending ($238,000,000) and actual spending ($235,403,434)

Footnote 2: Planned spending has been restated from the Canada Revenue Agency 2013-2014 Report on Plans and Priorities to distribute the real property accommodations funding (previously centralized in program 7 – internal services) to all applicable programs. Planned spending excludes severance payments, parental benefits, vacation credits and the carryforward of unused funds from 2012-2013 pursuant to the Canada Revenue Agency's two-year spending authority. This funding is received during the fiscal year and is only included in actual spending.

Footnote 3: The figure represents the actual spending for the CRA on a modified cash basis, based on Parliamentary appropriations used. See pages 106-107 of the Annual Report to Parliament for an explanation of how actual spending relates to results in the CRA Financial Statements – Agency Activities.

Footnote 4: The cumulative Canada child tax benefit debt decreased in 2013-2014.

Report a problem or mistake on this page
Please select all that apply:

Thank you for your help!

You will not receive a reply. For enquiries, contact us.

Date modified: