The Minister of National Revenue announces the appointment of a new Chief Service Officer and the launch of consultations with Canadians

News release

October 29, 2018                   Ottawa             Canada Revenue Agency

The Canada Revenue Agency (CRA) takes pride in serving millions of Canadians from coast to coast to coast each and every year. Its goal is to be trusted, fair and helpful by putting people first.

Today, during a town hall meeting with CRA employees, the Minister of National Revenue, the Honourable Diane Lebouthillier, highlighted the appointment of Mireille Laroche as the first Chief Service Officer. Mrs. Laroche and her experienced team will be in charge of leading the Agency’s service transformation agenda with an integrated, client-focused approach. In so doing, the CRA stands among other public and private-sector organizations that are committed to the pursuit of excellence in client experience, and demonstrates that commitment through active leadership.

As part of her mandate, the Chief Service Officer will conduct a series of consultations with Canadians. These activities build upon the success the CRA has experienced with its Serving You Better consultations with small and medium businesses, and will include:

  • launching public consultations (online and in person) during tax-filing season to consult individuals on service improvements; and
  • holding a series of “design jams” with key stakeholders and users to promote co-creation of service improvements that respond directly to client needs.

On top of these efforts, the CRA is also establishing an external advisory panel on service, comprising experts from the public, private and non-for-profit sectors to advise on emerging trends and practices in service design and delivery.


Quotes

“Over the past three years, our Government has introduced a number of services to make it easier, faster and more secure for Canadians to file their taxes and get the credits and benefits to which they are entitled. These changes are leading to real results for Canadians. However, there is still much to be done for the CRA to achieve its goal. The appointment of a new Chief Service Officer and the launch of these consultations demonstrate the CRA’s commitment to listening to Canadians, changing how it operates, and improving its services by putting Canadians at the centre of everything we do."

-The Honourable Diane Lebouthillier, Minister of National Revenue

“Over the years, the CRA has done a lot to improve services to Canadians, but we know we need to do more. I look forward to working with my colleagues throughout government, along with stakeholders and partners, to renew the Agency’s service agenda through an integrated, client-centric approach.”

-Mireille Laroche, Chief Service Officer, Canada Revenue Agency

“The appointment of a Chief Service Officer is an opportunity for the CRA to show Canadians it is committed to improving its service and that people’s voices will be heard. As taxpayer rights should be the foundation of any discussion on service, I am hopeful the creation of the CSO will further the integration of the values and rights in the Taxpayer Bill of Rights in the day-to-day operations and interactions of the CRA, as well as increase the CRA’s accountability to uphold the rights of Canadians.”

-Sherra Profit, Ombudsman, Office of the Taxpayers’ Ombudsman

Quick facts

  • The CRA delivers over $31.8 billion in benefits to Canadians and administers over $498 billion in taxes on behalf of governments across Canada. Millions of Canadians interact with the CRA, on a regular basis or at least once a year at tax time.

  • Among other service improvements, the CRA is reducing wait times and improving accuracy for call centre clients. The Agency is modernizing its technology to offer more self-serve options, hiring more agents, and making sure employees have the right tools and training to serve Canadians.

  • The CRA has quadrupled the budget of the Community Volunteer Income Tax Program, through which 17,700 volunteers filled more than 785,000 returns last year, helping vulnerable Canadians access the credits and benefits to which they are entitled.

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Contacts

Émilie Gagnon
Press Secretary
Office of the Minister of National Revenue
613-995-2960

Media Relations
Canada Revenue Agency
613-948-8366
cra-arc.media@cra-arc.gc.ca

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