CRA Response to the 2020-2021 Annual Report: Adapting and Delivering in Unprecedented Times
Original report submitted to the Minister of National Revenue December 2021.
CRA’s response to the recommendations made in the 2020-2021 Taxpayers’ Ombudsperson’s Annual Report.
Recommendation #1
The Taxpayers’ Ombudsperson recommends that the CRA provide a link, from the Canada Revenue Agency, and Taxes, to the Office of the Taxpayers’ Ombudsperson. These webpages get millions of visitors. Providing a link to our Office will help connect with more Canadians and increase exposure.
CRA’s response - Recommendation #1
The CRA agrees with this recommendation, pending an analysis to determine the best location for these links.
The CRA agrees with the notion of including links to the Office of the Taxpayers’ Ombudsperson (OTO) landing page from some of the CRA’s pages, however it will conduct an analysis to determine the best locations for link placement to meet the goal of increasing the visibility of OTO.
The CRA will complete an analysis and publish the links on Canada.ca based on this analysis within 4 weeks of the OTO’s 20-21 Annual Report being tabled.
This action plan item has been completed.
Recommendation #2
The Taxpayers’ Ombudsperson recommends that the CRA make Canadians aware they can complain or provide feedback about the service it provides, as many Canadians (and sometimes even CRA employees) are not aware the CRA has a three step service complaint process. Starting with including this information in products by providing a link to Service feedback, objections, appeals, disputes, and relief measures on its Canada Revenue Agency homepage, on Taxes, on social media, as well as in correspondence to taxpayers.
CRA’s response - Recommendation #2
The CRA agrees with this recommendation.
The CRA has already commenced steps for making Canadians aware they can complain or provide feedback about the service it provides to Canadians.
For example, text is already included in all paper tax packages, corresponding online PDF and html formats, and on various other CRA webpages.
The CRA will add a generic verse for raising awareness of complaint and feedback mechanisms as a standard verse in many different types of responses that are issued to taxpayers in December 2021.
The CRA will determine the best locations for links to meet the goal of increasing awareness of service feedback mechanisms at the CRA on other CRA webpages in December 2021.
This action plan item has been completed.
Recommendation #3
The Taxpayers’ Ombudsperson recommends that the CRA create a process to ensure that any unclassified information that is provided by a CRA area to assist contact centre agents is also made publicly available. For example, it should also be made available on the CRA website. Having current, clear, and accessible information available to all Canadians could reduce the calls to the CRA, and therefore, save time, resources, and energy for all.
CRA’s response - Recommendation #3
The CRA agrees in principle with this recommendation.
Current, clear, and accessible information should be made available to all Canadians. The technical information laid out for contact centre agents is not written for the general public, but rather those who have received the significant training to be a contact centre agent. As such, there is a risk that publishing such material could cause confusion.
The CRA continues to review and refresh information on the web in a manner that is accessible and understandable by Canadians.
As a matter of practice, the CRA optimizes web content based on analysis of top call drivers and agent reference material.
As part of an evergreen web optimization strategy, the CRA will continue to analyze call drivers and use them to steer proactive communications and web optimization projects, in order to help provide relief for known or anticipated call traffic.
This action plan item has been completed.
Recommendation #4
The Taxpayers’ Ombudsperson recommends that the CRA develop a way for people to securely submit documents electronically, without the need for them to access their CRA account. With the CRA workplace transitioning due to the pandemic, in person counter service no longer being offered, as well as the lack of access to drop boxes, the CRA has an opportunity to reimagine how Canadians provide their documents and other information.
CRA’s response - Recommendation #4
The CRA agrees with this recommendation.
The CRA already commenced steps in April 2021 for developing a way for people to securely submit documents electronically, without the need for them to access their CRA account.
For example on April 6, 2021, the CRA launched the Two-Way Communications pilot for two of its programs using the audit case management system. This service allows taxpayers/authorized representative(s) to send documents by email. Although email is not considered to be secure, if a taxpayer under audit cannot or chooses not to use their CRA account, they may use email to submit documents or other information to the CRA.
Since the launch of the pilot on April 6, 2021, additional programs were added to the service in July 2021 and expansion to other programs is expected to be completed between November 2021 and May 2022.
In addition, the CRA is reviewing the results of a Request for Information (RFI) issued late summer of 2021 to identify possible larger scale solutions for the organization to securely communicate back and forth with clients via digital means.
The CRA is continuing to explore new opportunities to accept documents from taxpayers electronically without accessing their accounts, while maintaining the integrity of CRA systems and taxpayer data.
The CRA is reviewing its processes to determine which types of documents can be submitted electronically safely outside the secure portals.
The CRA plans to continue to expand the usage of our portal services, with various phases of implementation slated for February 2022, and May 2022.
2022 update
The CRA is continuously working to provide a consistent, modern and personalized client experience. In 2022, the CRA established a working group to evaluate options for handling the secure consumption of external files (SCEF) submitted by taxpayers from outside of a secure portal space. A horizontal project (SCEF) has started as a result of the working group’s research. The objective of the project is to deliver the capability for clients to upload file(s) in a non-authenticated space and sanitize these files for use within the Agency. High level business requirements were completed, and the project governance model was established and implemented. Another solution is the Secure Data Channel project, which aims to enable secure two-way exchange of information between the CRA and taxpayers, third parties and other partners. The Secure Data Channel project includes the development of three different products that are currently in various stages of development and testing to ensure that they are secure and reliable. The target implementation date is Spring 2025.
2024 update
The Secure Consumption of External Files (SCEF) project is testing a solution that will allow users to attach documents to forms completed outside of the secure CRA portals, and for those attachments to be safely received by the CRA. Work to establish the SCEF is ongoing.
The Secure Data Channel (SDC) project aims to complement the CRA portal services by offering secure ways of exchanging solicited information with taxpayers, businesses, and third parties who do not have access to the portal or a portal account.
This project is divided into three sub-projects, each with their own unique scope. All three secure channels are now accessible for use by the Agency, and final project phases and enhancements will continue to be rolled out to improve and expand on their functionality.
- Secure Drop Zone provides a secure, two-way service, allowing the CRA and external clients to digitally exchange information on an ad-hoc basis
- Business-to-CRA/CRA-to-Business offers a two-way channel that facilitates the ongoing digital exchange of files and legal letters between the CRA and financial institutions (such as banks and credit unions), making it easier to integrate into CRA systems
- Digital Communications Service provides a digital process for receiving, digitizing, and storing files traditionally sent via fax
The SDC project is on track for completion in Spring 2025.
This action plan item is ongoing.
Recommendation #5
The Taxpayers’ Ombudsperson recommends that the CRA provide Canadians with the opportunity to request a callback, without the need to call the contact centre first.
CRA’s response - Recommendation #5
The CRA agrees with this recommendation.
Development of a "scheduled callback" function in the telephone system is currently in the exploration phase.
It is important to note that the CRA Contact Centres do have a callback function which was introduced in early 2021. While it does require a call to initiate the callback request, there have been nearly 1.5 million successful call backs and caller feedback has been very positive.
The CRA will explore various options to provide assistance without having to call the CRA, such as online chat and scheduled callback. A proof of concept for online chat will be launched in December 2021 with further expansion in 2022.
2022 Update
The CRA recently launched a new online chat service channel where clients can text general, non-account specific questions to a CRA service representative. The objective of the new service is to provide clients and their representatives an alternative channel to interact with CRA client service representatives without the need to call. The CRA is additionally exploring the feasibility of implementing a feature that will allow taxpayers and their representatives to have the option of scheduling a callback without the need to call.
2024 Update
The CRA continues to agree that the ability to request a callback, without having to call, would be a better experience. The analysis demonstrated that introducing this option on our general enquiries lines at this time would not be feasible given the technical limitations. This functionality will be further explored as the CRA transitions to a new telephony platform due to the high cost.
In the meantime, we continue to offer the following callback services, including:
- A callback function which was introduced in early 2021, which allows callers to hang up, retain their place in the line and receive a callback when it is their turn; as of August 2024 there have been more than 4 million successful call backs and caller feedback has been positive.
- A click to talk (CTT) call back service which connects taxpayers to eService agents through Smart links, on a priority basis, within the online portals on a limited number of webpages within My Account, My Business Account, and Represent a Client. When call volumes are high and agent resources are limited, access to CTT service is restricted during the day.
More recently, to support improved access to service, the CRA launched :
- Online chat: In an effort to modernize and improve our services to Canadians, in October 2024, the CRA began piloting an authenticated online chat service in My Account where taxpayers can chat with a live agent about account-specific enquiries. During the pilot, topics will be limited to personal taxes, benefits, and registered plans. The CRA is working to expand this service offering in time for the upcoming tax filing season.
- A callback request form for Non-Resident GST/HST Enquiries that can be accessed via the Make a non-resident GST/HST enquiry page and by selecting the Contact a non-resident specialist. This service can be used to speak to the CRA about a non-resident business tax account. Those submitting the form will be contacted at the number provided within three business days.
This action plan item has been completed.
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