2015-16 Departmental Performance Report

Supporting Information on Lower-Level Programs

Taxpayer and Business Assistance

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
Taxpayer Services – Enquiries and Information Products The Taxpayer Services – Enquiries and Information Products subprogram provides taxpayers with the accurate and timely information they need to comply with Canada's tax laws on our website, in response to enquiries, and in print products.	Dollars FTEs^{Footnote 4}	150,091,815 2,112	169,463,615 2,480	(19,371,800)^{Footnote 3} (368)^{Footnote 5}
Registered Plans The Registered Plans subprogram registers, audits, and approves contributions to deferred income and savings plans to ensure they meet the provisions of the Income Tax Act. We provide information on registered plans on our website and in response to enquiries.	Dollars FTEs	16,311,026 175	15,802,873 148	508,153 27^{Footnote 6}
Charities – Public Safety and Anti-Terrorism The Charities – Public Safety and Anti-Terrorism subprogram screens charities' applications prior to registration and monitors registered charities for risks of terrorist involvement.	Dollars FTEs	4,632,506 41	4,910,686 42	(278,180) (1)
Policy, Rulings, and Interpretations The Policy, Rulings, and Interpretations subprogram provides taxpayers, registrants, and tax intermediaries with binding rulings and non-binding interpretations of the Acts administered by the CRA (including the Canada Pension Plan and Employment Insurance Act). By doing so, we give taxpayers early certainty by explaining how legislation applies to specific situations. We work closely with the Department of Finance in developing legislative policy and providing legislative policy and administrative services to other Canadian government organizations.	Dollars FTEs^{Footnote 4}	79,316,031 1,115	201,285,343 990	(121,969,312)^{Footnote 7} 125
Charities The Charities subprogram registers charities, Canadian amateur athletic associations, and national arts service organizations. We provide information and technical guidance to help them comply with tax laws and we conduct examinations and audits to enforce compliance.	Dollars FTEs	29,830,283 337	26,976,141 264	2,854,142 73^{Footnote 8}

Performance Results

Subprogram: Taxpayer Services – Enquiries and Information Products
Expected Result	Performance Indicator	Target	Actual Result
Individual taxpayers have access to timely and accurate responses to their tax enquiries	Percentage of individual callers who succeed in reaching the CRA telephone service (peak season)	85%	85.6%
Individual taxpayers have access to timely and accurate responses to their tax enquiries	Percentage of individual callers who succeed in reaching the CRA telephone service (non-peak season)	80%	78.2%
Individual taxpayers have access to timely and accurate responses to their tax enquiries	Percentage of accurately updated internal reference materials for taxpayer services agents (individual)	100%	100%
Businesses have access to timely and accurate responses to their tax enquiries	Percentage of business callers who succeed in reaching the CRA telephone service	85%	86.3%
Businesses have access to timely and accurate responses to their tax enquiries	Percentage of accurately updated internal reference materials for taxpayer services agents (business)	100%	100%

Subprogram: Registered Plans
Expected Result	Performance Indicator	Target	Actual Result
Registered plan administrators and their agents receive timely service in response to applications	Percentage of registered plan applications reviewed within the established timeframes (180 days)	85%	87%
Non-compliance by registered plan administrators and their agents with legislation and regulations pertaining to registered plans is detected and addressed	Percentage of registered plan audits completed compared to planned	100%	99%

Subprogram: Charities – Public Safety and Anti-Terrorism
Expected Result	Performance Indicator	Target	Actual Result
N/A	N/A	N/A	N/A

Subprogram: Policy, Rulings, and Interpretations
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers and businesses receive timely rulings and interpretations under the Income Tax Act, Excise Tax Act, and various other federal legislation	Advance income tax rulings issued within 90 business days	85%	87%
Taxpayers and businesses receive timely rulings and interpretations under the Income Tax Act, Excise Tax Act, and various other federal legislation	Technical interpretations issued within 90 business days	85%	87%
Taxpayers and businesses receive timely rulings and interpretations under the Income Tax Act, Excise Tax Act, and various other federal legislation	GST/HST rulings and interpretations – respond to written requests within 45 business days of receipt by CRA (this excludes highly technical and precedent-or policy-setting rulings and interpretations)	80%	74%^{Footnote 9}
Non-compliance with the Excise Act and the Excise Act, 2001 with respect to dutiable products is detected and addressed	Percentage of excise regulatory reviews and excise compliance activities completed compared to planned	100%	101%

Subprogram: Charities
Expected Result	Performance Indicator	Target	Actual Result
Registered charities and applicants for charitable status receive timely service	Percentage of charities calls in agent queue responded to within two minutes	80%	76.8%^{Footnote 10}
Registered charities and applicants for charitable status receive timely service	Percentage of charitable registration applications that are reviewed and responded to within established timeframes (2 months for simple and 6 months for regular applications)	80%	87%
Charities' non-compliance with legislation and regulations is detected and addressed	Percentage of charities that are known to be participating in gifting tax shelters that are audited	100%	100%
Charities' non-compliance with legislation and regulations is detected and addressed	Percentage of charities that file their annual information return on time	80%	89%

Assessment of Returns and Payment Processing

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
Individual Returns and Payment Processing The Individual Returns and Payment Processing subprogram helps individuals to voluntarily comply with Canada's tax laws by processing their information and payments as quickly and accurately as possible. We assess and validate the information they provide and inform them of the results of their assessment or reassessment.	Dollars FTEs^{Footnote 4}	320,303,789 4,344	319,781,309 4,117	522,480 227
Business Returns and Payment Processing The Business Returns and Payment Processing subprogram helps businesses to voluntarily comply with Canada's tax laws by processing their information and payments as quickly and accurately as possible. We assess and validate the information they provide and inform them of the results of their assessment or reassessment. We register businesses for a business number and administer T2, GST/HST, excise and other levies programs.	Dollars FTEs^{Footnote 4}	294,286,541 2,071	286,596,318 1,850	7,690,223 221^{Footnote 8}

Performance Results

Subprogram: Individual Returns and Payment Processing
Expected Result	Performance Indicator	Target	Actual Result
Individual taxfilers receive timely and accurate assessment notices	Percentage of service standards targets that are met relating to T1 individual and T3 trust returns activities	100%	100%
Individual taxfilers receive timely and accurate assessment notices	Percentage of individual (T1) returns processed accurately	98%	98.8%
Individual taxfilers receive timely and accurate assessment notices	Percentage of Individual (T1) returns received on time processed by mid-June	98%	99.3%
Individuals file electronically	Individual (T1) electronic filing rates (Tax filing season)	84%	84%
Validation activities detect and address non-compliance by individuals with the reporting requirements of the Acts (Validation is defined as individual (T1) Processing Review and Matching activities)	Percentage of planned validation reviews of individual returns (T1) completed	100%	102%
Validation activities detect and address non-compliance by individuals with the reporting requirements of the Acts (Validation is defined as individual (T1) Processing Review and Matching activities)	Ratio of average dollar value assessed for targeted vs. random reviews	Minimum ratio of 2:1	2.91:1

Subprogram: Business Returns and Payment Processing
Expected Result	Performance Indicator	Target	Actual Result
Business taxfilers receive timely and accurate assessment notices and payment processing	Percentage of service standards targets that are met relating to business taxfilers (T2, GST/HST, excise and other levies) activities	100%	100%
Business taxfilers receive timely and accurate assessment notices and payment processing	Percentage of T2 returns processed accurately	98%	99.3%
Corporations file electronically	Corporation (T2) electronic filing rates (Fiscal year)	85%	88%
Payments to the Receiver General that are processed on time	Percentage of payments to the Receiver General are deposited within 24 hours of receipt	96%	98.8%

Benefit Programs

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
Statutory Children's Special Allowance Payments The Statutory Children's Special Allowance Payments subprogram provides payments to federal and provincial agencies and institutions that care for children. We ensure that all funding flows through to recipients and no administrative expenditures are deducted.	Dollars FTEs	237,000,000 -	309,173,282 -	(72,173,282)^{Footnote 11} -
Benefit Enquiries The Benefit Enquiries subprogram offers benefit recipients timely and accessible information on their entitlements and obligations through our call centres.	Dollars FTEs	33,700,125 483	32,348,172 316	1,351,953 167^{Footnote 12}
Benefit Programs Administration The Benefit Programs Administration subprogram 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.	Dollars FTEs^{Footnote 4}	104,517,515 1,025	107,878,798 971	(3,361,283) 54

Performance Results

Subprogram: Statutory Children's Special Allowance Payments
Expected Result	Performance Indicator	Target	Actual Result
N/A	N/A	N/A	N/A

Subprogram: Benefit Enquiries
Expected Result	Performance Indicator	Target	Actual Result
Benefit recipients have access to timely and accurate responses to their telephone enquiries	Percentage of Canada Child Tax Benefit callers who succeed in reaching the CRA telephone service	80%	83.6%
Benefit recipients have access to timely and accurate responses to their telephone enquiries	Percentage of GST/HST credit callers who succeed in reaching the CRA telephone service	80%	79.8%
Benefit recipients have access to timely and accurate responses to their telephone enquiries	Percentage of accurately updated internal reference materials for benefit services agents	100%	100%

Subprogram: Benefit Programs Administration
Expected Result	Performance Indicator	Target	Actual Result
Benefit and credit eligibility determination and payment processing are timely and accurate	Percentage of service standards targets that are met relating to benefit and credit application/maintenance	100%	100%
Benefit and credit eligibility determination and payment processing are timely and accurate	Percentage of Canada Child Tax Benefit accounts targeted under validation programs that were adjusted (validation and control)	50%	64.4%
Benefit and credit eligibility determination and payment processing are timely and accurate	Percentage of respondents satisfied with benefit application processing time	75%	N/A^{Footnote 13}
Benefit and credit payments are received through direct deposit	Percentage of benefit and credit payments that are issued by direct deposit	74%	78.5%

Reporting Compliance

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
International and Large Business The International and Large Business subprogram helps to ensure that Canada receives its share of taxes from international and large corporations with complex financial transactions. It enforces compliance with Canada's tax legislation by encouraging, assisting, and verifying compliance by large corporate tax filers. This is done through taxpayer consultations, education, legislative reviews, and enforcement measures.	Dollars FTEs	287,499,724 2,333	301,703,877 2,319	(14,204,153)^{Footnote 14} 14
Small and Medium Enterprises The Small and Medium Enterprises subprogram enforces compliance of Canada's tax legislation by the small and medium businesses and non-resident taxpayers. It supports compliance through taxpayer consultations, education, and partnerships with stakeholders. The program uses risk management principles to apply a balanced approach to audit enforcement activities including associated client assistance, service and quality audits.	Dollars FTEs	590,150,971 6,068	620,929,337 6,148	(30,778,366)^{Footnote 15} (80)
Scientific Research and Experimental Development The Scientific Research and Experimental Development subprogram provides tax assistance and investment tax credits to Canadian businesses as an incentive to conduct qualifying industrial research and development activities in Canada. It ensures that all claims are in accordance with the legislative requirements, tax laws, policies and procedures. It also ensures that the applicants are provided with information and timely services they need to access investment tax credits, and that the tax credits or cash refunds are delivered in a timely, consistent and predictable manner.	Dollars FTEs	85,356,423 731	80,189,368 682	5,167,055 49
Criminal Investigations Program The Criminal Investigations Program enforces the Acts administered by the CRA by detecting and addressing tax evasion and fraud. We conduct investigations into suspected significant cases of fraudulent non-compliance and will recommend such cases for prosecution. To enhance public awareness and encourage voluntary compliance, we also publicize the results of court convictions.	Dollars FTEs	77,130,430 599	68,714,453 545	8,415,977^{Footnote 16} 54
Voluntary Disclosures Program The Voluntary Disclosures Program encourages and processes voluntary disclosures by taxpayers and/or their representatives wishing to correct inaccurate or incomplete information.	Dollars FTEs	5,055,701 76	5,119,730 72	(64,029) 4

Performance Results

Performance Results
Subprogram	Expected Result	Performance Indicator	Target	Actual Result
International and Large Business	Reporting non-compliance is detected and corrected by targeting compliance actions through effective risk assessment on the largest and most complex tax filers	Change rate for ILB Audits (percentage of risk-assessed audit activities that result in detection of non-compliance)	75%	75%
Small and Medium Enterprises	Reporting non-compliance is detected and corrected by targeting compliance actions through effective risk assessment on the individuals, small and medium businesses and non-residents	Change rate for SME audits – income tax (percentage of risk-assessed audit activities that result in detecting non–compliance)	75%	79%
Scientific Research and Experimental Development	Eligible claimants receive timely Scientific Research and Experimental Development (SR&ED) tax incentives	Percentage of service standards targets that are met relating to SR&ED	100%	100%
Scientific Research and Experimental Development	Reporting non-compliance is detected and corrected by targeting compliance actions through effective risk assessment on SR&ED claimants	Change rate for SR&ED audits (percentage of risk-assessed audit activities that result in detecting non-compliance)	75%	77%
Criminal Investigations Program	Suspected cases of evasion or fraud are detected and addressed through referrals to Public Prosecution Service of Canada (PPSC)	Percentage of files accepted by PPSC that result in a conviction	80%	76%^{Footnote 17}
Voluntary Disclosures Program	Timely and effective processing of voluntary disclosure submissions	Percentage of files completed compared to intake	80%	100.3%

Collections and Returns Compliance

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
Trust Accounts – Compliance The Trust Accounts – Compliance subprogram enforces registration, withholding, remitting, reporting, and filing obligations for payroll deductions, GST/HST, other levies, and non-resident taxes. In order to protect the revenues that governments need for programs and services, we encourage individuals, businesses and trusts to register as required and file on time. We also provide education on legal tax obligations and assistance with filing and paying amounts due.	Dollars FTEs^{Footnote 4}	83,756,946 1,922	96,100,352 2,078	(12,343,406)^{Footnote 18} (156)
Non-Filer – Compliance The Non-Filer – Compliance subprogram identifies filing non-compliance through reviews. We encourage individuals, businesses, and trusts to file on time, educate them on their tax obligations, and assist them with their filing obligations.	Dollars FTEs^{Footnote 4}	66,666,041 932	78,021,093 976	(11,355,052)^{Footnote 19} (44)
Collections – Tax and Government Programs The Collections – Tax and Government Programs collect tax debts on behalf of the federal, provincial and territorial governments, and other government departments and agencies. We also collect non-tax debts including social program overpayments and defaulted Canada Student Loan debt on behalf of various government programs which have transferred collection responsibilities to the CRA.	Dollars FTEs^{Footnote 4}	319,030,208 4,784	321,220,810 4,599	(2,190,602) 185

Performance Results

Subprogram: Trust Accounts – Compliance
Expected Result	Performance Indicator	Target	Actual Result
Ensure compliance with filing, remitting and GST/HST registration requirements	Percentage of GST/HST, Payroll Deductions and Non-Resident Withholding dollars assessed compared to forecast	100%	113.6%
Ensure compliance with filing, remitting and GST/HST registration requirements	Percentage of GST/HST, Payroll Deductions and Non-Resident Withholding cases resolved and accounts registered compared to forecast	100%	108%
Ensure compliance with filing, remitting and GST/HST registration requirements	Percentage of GST/HST, Payroll Deductions and Non-Resident Withholding supporting activities completed compared to forecast	100%	101.8%

Subprogram: Non-Filer – Compliance
Expected Result	Performance Indicator	Target	Actual Result
Ensure compliance of individuals, corporations, and trusts with reporting and filing requirements	Percentage of non-filer dollars assessed for individuals, trusts and corporations compared to forecast	100%	114%
Ensure compliance of individuals, corporations, and trusts with reporting and filing requirements	Percentage of non-filer returns assessed for individuals, trusts, and corporations compared to forecast	100%	103.9%
Ensure compliance of individuals, corporations, and trusts with reporting and filing requirements	Percentage of supporting non-filer compliance activities for individuals, trusts, and corporations compared to forecast	100%	139.2%

Subprogram: Collections – Tax and Government Programs
Expected Result	Performance Indicator	Target	Actual Result
The tax debt portfolio is managed for the federal, provincial and territorial governments	Percentage of tax collections inventory (tax services office) aged > 5 years old	18%	13.7%
The tax debt portfolio is managed for the federal, provincial and territorial governments	Percentage of unpaid assessments > 8 years old (by tax year) for personal, corporate and GST/HST accounts	5%	3.2%
The tax debt portfolio is managed for the federal, provincial and territorial governments	Percentage of unpaid assessments > 5 years old (by tax year) for payroll tax accounts	10%	10.9%
Debts are collected and resolved for the federal, provincial and territorial governments on a timely basis and within targeted levels	Percentage of the dollar value of debt resolved compared to intake	90%	96.7%
Debts are collected and resolved for the federal, provincial and territorial governments on a timely basis and within targeted levels	Percentage of collections inventory under one year compared to annual gross revenues	4%	3.4%

Appeals

Budgetary Financial Resources (dollars) and Human Resources (FTEs)
Subprogram	Dollars/FTEs	2015-16 Planned^{Footnote 1}	2015-16 Actual^{Footnote 2}	2015-16 Difference (planned minus actual)
Income Tax Objections, Determinations, and Appeals to the Courts The Income Tax Objections, Determinations, and Appeals to the Courts subprogram provides a timely, impartial, and consistent dispute resolution process for taxpayers who disagree with the CRA decisions relating to assessments or determinations made under the Income Tax Act. This program also assists the Department of Justice in handling appeals to the courts.	Dollars FTEs	131,613,741 1,021	132,699,333 997	(1,085,592) 24
Commodity Taxes Objections, Determinations, and Appeals to the Courts The Commodity Taxes Objections, Determinations, and Appeals to the Courts subprogram provides a timely, impartial, and consistent dispute resolution process for taxpayers who disagree with the CRA decisions relating to assessments or determinations made under the Excise and Excise Tax Acts. This program also assists the Department of Justice in handling appeals to the courts.	Dollars FTEs	17,572,765 193	16,453,365 171	1,119,400 22^{Footnote 6}
Canada Pension Plan/Employment Insurance Appeals to the Minister, and Appeals to the Courts The Canada Pension Plan/Employment Insurance Appeals to the Minister, and Appeals to the Courts subprogram provides a timely, impartial, and consistent dispute resolution process for taxpayers who disagree with the CRA decisions relating to assessments or rulings made under the Canada Pension Plan and the Employment Insurance Act. This program also assists the Department of Justice in handling appeals to the courts.	Dollars^{Footnote 20} FTEs^{Footnote 4}	3,883,570 176	83,208 117	3,800,362^{Footnote 21} 59^{Footnote 21}
Service Complaints The Service Complaints subprogram provides taxpayers with a complaint resolution process to address dissatisfaction with the service, quality, or timeliness of the CRA's work, and complaints related to the Taxpayer Bill of Rights.	Dollars FTEs^{Footnote 4}	7,957,575 96	7,666,509 93	291,066 3
Taxpayer Relief The Taxpayer Relief subprogram administers the process under which the Minister of National Revenue may, per legislative provisions, grant relief from penalties and interest to taxpayers who are unable meet their tax obligations due to personal misfortune or circumstances beyond their control.	Dollars FTEs^{Footnote 4}	18,631,011 210	24,312,062 293	(5,681,051)^{Footnote 22} (83)^{Footnote 22}

Performance Results

Subprogram: Income Tax Objections, Determinations, and Appeals to the Courts
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers receive an objective and timely review of contested decisions made under the Income Tax Act	Percentage of decisions on objections filed under the Income Tax Act completed within established timeframes	85%	63.9%^{Footnote 23}^,^{Footnote 24}
Taxpayers receive an objective and timely review of contested decisions made under the Income Tax Act	Percentage of decisions on objections filed under the Income Tax Act determined to meet or exceed consistency standards	90%	98%
Taxpayers receive an objective and timely review of contested decisions made under the Income Tax Act	Percentage of decisions on objections filed under the Income Tax Act determined to be objective that meets or exceeds target	95%	99.7%

Subprogram: Commodity Taxes Objections, Determinations, and Appeals to the Courts
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers receive a timely review of contested decisions made under the Excise and Excise Tax Acts	Percentage of decisions on objections filed under the Excise and Excise Tax Acts completed within established timeframes	85%	73.7%^{Footnote 23}^,^{Footnote 24}
Taxpayers receive a timely review of contested decisions made under the Excise and Excise Tax Acts	Percentage of decisions on objections filed under the Excise and Excise Tax Acts determined to meet or exceed consistency standards	90%	95.6%
Taxpayers receive an objective review of contested decisions made under the Excise and Excise Tax Acts	Percentage of decisions on objections filed under the Excise and Excise Tax Acts determined to be objective that meets or exceeds target	95%	99.5%

Subprogram: Canada Pension Plan/Employment Insurance Appeals to the Minister,
and Appeals to the Courts
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers receive a timely review of contested decisions made under the Canada Pension Plan or Employment Insurance Act	Percentage of reviews of appeals to the Minister filed under the Canada Pension Plan or Employment Insurance Act completed within established timeframes	85%	68.8%^{Footnote 25}
Taxpayers receive an accurate review of contested decisions made under the Canada Pension Plan or Employment Insurance Act	Percentage of decisions regarding CPP/EI appeals to the Minister determined to meet or exceed accuracy standards	90%	100%
Taxpayers receive an objective review of contested decisions made under the Canada Pension Plan or Employment Insurance Act	Percentage of decisions of CPP/EI appeals to the Minister determined to be objective	95%	100%

**Subprogram:** Service Complaints
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers are issued timely acknowledgements to their service complaints	Percentage of service complaints acknowledged within two business days	80%	98.5%
Taxpayers receive timely resolutions to their service complaints	Percentage of taxpayers service complaints resolved within 30 business days	80%	91.8%

**Subprogram: Taxpayer Relief**
Expected Result	Performance Indicator	Target	Actual Result
Taxpayers receive a consistent response to requests for interest or penalty relief or both	Percentage of decisions on taxpayer relief requests determined to meet or exceed consistency standards	85%	99.9%

Footnotes

Footnote 1

Planned spending excludes severance payments, parental benefits, vacation credits and the carry-forward of unused funds from 2014-2015 where, pursuant to section 60(1) of the Canada Revenue Agency Act, the CRA has up to two fiscal years to utilize parliamentary appropriations once approved. This funding is received during the fiscal year and is included only in actual spending.

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Footnote 2

Modified cash basis, based on Parliamentary appropriations used. See pages 111 and 112 of the Departmental Performance Report for an explanation of how actual spending relates to results in the CRA Financial Statements – Agency Activities.

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Footnote 3

Increase primarily due to in-year reallocations aimed at enhancing programs as a result of increased call demand to the individual enquiries line and the e-services Helpdesk.

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Footnote 4

Includes FTEs associated with fulfilling the CRA's administrative responsibilities in support of Canada Pension Plan and Employment Insurance legislation.

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Footnote 5

Increase primarily due to in-year reallocations aimed at enhancing programs as a result of increased call demand. In addition, first call resolution efforts were introduced and the Taxpayer Services Enquiries and Information Products subprogram began to resolve benefit enquiries at the first point of contact when there was also a tax related issue or question. This resulted in workload transfers from the Benefit Enquiries subprogram.

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Footnote 6

Decrease primarily due to internal funding reallocation.

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Footnote 7

Increase primarily due to higher than planned statutory payments related to the Canada/US softwood lumber agreement.

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Footnote 8

Decrease primarily due to workload transfers to other programs.

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Footnote 9

In 2015-2016, the program experienced an influx of new resources. Significant time was invested in learning and coaching new officers which impacted productivity.

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Footnote 10

There was a shortage of available staff in Q1 and Q2 to address higher than anticipated incoming call volumes.

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Footnote 11

Increase is due to higher than planned statuary Children’s Special Allowance payments as a result of the implementation of EUCCB in July 2015. The enhancements to UCCB were not announced until after the 2015-2016 forecasts for CSA had been submitted, and the new program increased the amounts paid on behalf of children in the program.

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Footnote 12

Decrease primarily due to first call resolution efforts related to benefit enquiries where the Taxpayer Services – Enquiries and Information Products subprogram began to resolve benefit enquiries at the first point of contact when there was also a tax related issue or question. This resulted in workload transfers to the Taxpayers Services – Enquiries and Information Products subprogram.

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Footnote 13

No survey was conducted in 2015-2016.

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Footnote 14

Increase primarily due to spending to implement and administer enhanced compliance measures announced as part of Budget 2015 and workload transfers from other programs, as well as severance payments, parental benefits, and vacation credits.

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Footnote 15

Increase primarily due to spending to implement and administer enhanced compliance measures announced as part of Budget 2015, additional staffing, workload transfers from other programs, as well as severance payments, parental benefits, and vacation credits.

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Footnote 16

Decrease primarily due to internal funding reallocation, movement of staff, delays in equipment contracting and lower than expected professional cost.

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Footnote 17

Due to the small number of cases, the percentage is greatly impacted by a few cases. For example, 2 extra convictions would have resulted in the program exceeding their target.

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Footnote 18

Increase primarily due to spending to implement and administer enhanced compliance measures announced as part of Budget 2015, additional staffing, and workload transfers from other programs, as well as severance payments, parental benefits, and vacation credits.

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Footnote 19

Increase primarily due to additional staffing, and workload transfers from other programs, as well as severance payments, parental benefits, and vacation credits.

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Footnote 20

Program is primarily funded for work associated with fulfilling the CRA’s administrative responsibilities in support of Canada Pension Plan and Employment Insurance legislation; the budgetary financial information displayed in this document is net of these amounts.

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Footnote 21

Decrease primarily due to internal funding reallocation and movement of staff.

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Footnote 22

Increase primarily due to internal funding reallocation.

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Footnote 23

Due to a change in methodology, the result is not comparable to previous years’ data.

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Footnote 24

The below target result for income tax objections and commodity tax objections completed within established timeframes was expected, and is due to our focus on reducing the inventory of the oldest files. Results are expected to meet targets once the aged files are resolved.

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Footnote 25

The below target result CPP/EI appeals completed within established timeframes is due to the consolidation of the workload into three offices and our focus on reducing the inventory of the oldest files.

Return to footnote25 Referrer

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2015-16 Departmental Performance Report

Supporting Information on Lower-Level Programs

Taxpayer and Business Assistance

Performance Results

Assessment of Returns and Payment Processing

Performance Results

Benefit Programs

Performance Results

Reporting Compliance

Performance Results

Collections and Returns Compliance

Performance Results

Appeals

Performance Results

Page details