Report on Plans and Priorities 2014–15

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Program: Benefit programs

Program description

The CRA's benefit programs provide Canadians with the benefits to which they are entitled. The CRA delivers a range of ongoing benefits and one-time payment programs on behalf of the provinces and territories, and other federal government departments (e.g. the Canada Child Tax Benefit, Goods and Services Tax/Harmonized Sales Tax Credit, Disability Tax Credit, and Universal Child Care Benefit). By providing accessible information and timely responses to benefit recipients via the mail, telephone and online services, we help ensure the right benefit payment is made to the right individual at the right time.

What we want to achieve

To support the efforts of federal, provincial, and territorial governments in assisting families and children, low and moderate income households, and persons with disabilities. To provide benefit recipients with timely and accurate information so that Canadians receive the benefits and credits to which they are entitled in a timely fashion.

Strategic context

Canadians and our federal, provincial, and territorial government partners expect the CRA to provide reliable and accurate delivery of benefit payments and credits. Continuous improvement of our service to Canadians relies on modern processes, technologies, and systems that enable us to deliver benefits reliably to millions of Canadians. Modern technological platforms and business processes also contribute to red tape reduction. They support the integration of services across different levels of government, like automatic child benefit registration when a birth is registered, and the CRA's delivery of benefit programs on behalf of our government partners.

While we believe service excellence is founded on having the right infrastructure and processes in place, proactive and effective communications are essential to inform Canadians about the services available to them. Benefit recipients, like taxpayers, expect online services that are easy to access and use.

Benefit enquiries

Service is the cornerstone of our delivery of benefits and credits to Canadians. With a complex and ever-changing benefits system and an increasingly diverse benefit recipient population, the CRA works diligently to explain and interpret our regulations as clearly and concisely as possible.

Online information will not meet everyone's needs. In instances where benefit recipients require additional support or wish to discuss their needs, we continue to offer a telephone enquiry service. Information exchanged over the phone can sometimes be critical to timely account updates and accurate benefit and credit calculations.

Over the planning period, we will:

• promote the use of direct deposit by accepting direct deposit registration by telephone

Benefit programs administration

e-services

The first stop for many benefit recipients looking for general information regarding benefit programs is our website. Through our website, we provide useful information related to application and eligibility criteria, answers to frequently asked questions, and payment schedules. We have integrated this information into external channels like the Service Canada and the Citizenship and Immigration Canada websites to make our benefit messaging broadly accessible to all Canadians and to offer it where Canadians access the majority of their services.

The CRA has adopted a client-focused approach to help minimize interaction and simplify the access to our information and services. This means making it easier for benefit recipients to access clear and accurate information and receive timely services. Our online self-service options will be essential in achieving this goal. For example, e-Documents will allow benefit recipients to submit all required documentation, such as, proof of birth or citizenship, to us completely electronically. E-delivery will also enable us to electronically notify recipients of the Canada Child Tax Benefit, the GST Tax credit, as well as all provincial and territorial benefits programs of correspondence or action requests.

Over the planning period, we will:

• expand the use of the Automated Benefit Application to the other provinces and territories
• expand e-Documents functionality for benefit recipients

Infrastructure

Our systems must not only meet the needs of today, but also the needs of the future. The Benefits System Renewal Project is a multi-year undertaking to strengthen the benefits system. It will modernize benefits information technology to address infrastructure risks and improve service. The project includes infrastructure changes technical design changes, processing improvements, and supporting tools based on new technologies. These changes will support the CRA's goal of issuing timely and accurate benefit payments to the Canadians who depend on them. The project will also allow the CRA to align its efforts with those of its government partners, such as Service Canada and Citizenship and Immigration Canada. While also responding to new opportunities for growth in program and service delivery.

Over the planning period, we will:

• improve software collaboration to address opportunities for efficiencies and service improvements, and make the new system compliant
• implement efficiencies to enable us to take on new programs and business lines in the future
• enhance response times for adjustments to payment issuance

Ensuring accurate payments

Our goal is to pay the right benefit entitlement to the right individual. We accomplish this by conducting reviews to identify possible errors or non-compliance. Our reviews may decrease or increase benefits and/or credits depending on the recipient's individual circumstances. The validation process is designed to maintain the integrity of child and family benefit and credit programs. It also helps to inform individuals about their eligibility for benefits and credits. Promoting public confidence in the fairness and integrity of the tax system and maintaining the integrity of these benefit programs is vital to ensuring we do not create undue hardship for individuals.

Over the planning period, we will:

• develop and implement strategies, tools, and processes to better prevent, respond to, and detect emerging risks and benefits non-compliance 

Partnerships

We administer programs and provide benefits and credits on behalf of other governments, which reduces the need for separate calculation and delivery systems at the federal, provincial, and territorial levels. Building and maintaining effective partnerships between the CRA and client governments makes it easier for them to work with us and encourages them to use our delivery systems and exchange data whenever possible. By working co-operatively, the overall cost of governing is reduced.

Over the planning period, we will:

• starting April 2015, administer the new BC Early Childhood Tax Benefit, a monthly benefit program for the province of British Columbia
• beginning in July 2014, administer an enhancement to the Ontario Trillium Benefit program
• explore new data exchange opportunities with federal partners to optimize resources and streamline services

Conclusion

We provide accurate and timely payments so that individuals can get the benefits to which they are entitled. By working with federal, provincial, and territorial governments, to expand the number of benefit programs we deliver on their behalf, we will reduce red tape and the overall cost of benefit administration. As part of our commitment to continual improvement of service to Canadians, we will invest in technology and processes, and expand the range of online services available to benefit recipients.

Strategic outcome: Eligible families and individuals receive timely and accurate benefit payments

We use the following expected results and performance indicators to assess whether we are meeting our overall strategic outcome.

Program: Benefit programs

Sub-program: Benefit enquiries

Sub-program: Benefit programs administration

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