Canada Revenue Agency announces the creation of an external advisory panel on service

News release

December 13, 2018                       Ottawa                 Canada Revenue Agency

The Canada Revenue Agency (CRA) is taking steps to better understand the needs and expectations of Canadians, and to ensure they are at the centre of the design and delivery of its programs and services, with the goal of pursuing excellence in client experience.

Today, the CRA announced the composition of an external advisory panel on service. The panel is comprised of senior leaders and experts from the public, private and not-for-profit sectors who will provide the CRA with advice on emerging trends and practices in service design and delivery, as well as on client expectations related to services. The panel is comprised of:

  • Hillary Hartley, Deputy Minister of Consumer Services and Chief Digital Officer for the Province of Ontario
  • Serge Lamontagne, City Manager for the City of Montreal
  • Marie-Josée Lamothe, Founder and President of Tandem International, Board Director, and Professor of Practice at the Desautels business faculty of McGill University
  • Elizabeth Mulholland, Chief Executive Officer of Prosper Canada
  • Sean Mullin, Executive Director of Brookfield Institute for Innovation + Entrepreneurship at Ryerson University
  • Brenda Rideout, Strategy and Digital Advisor, and Board Member
  • Dr. Stephen Tax, Professor and Champion for Service Management with the Gustavson School of Business at the University of Victoria

These individuals have extensive knowledge and expertise in domains such as digital services and client-centric service design, delivery and innovation, that will help inform CRA’s goal of improving the experience of Canadians when they interact with the CRA. In addition to working with these panelists, the CRA will continue to place special emphasis on working with its existing stakeholder groups to discuss tax matters, its service transformation and the management of its activities.

The announcement of this panel delivers on commitments made by the Minister of National Revenue on October 29, 2018, during the announcement of the CRA’s first Chief Service Officer. Over the coming year, the CRA will also conduct public consultations and “design jams” to complement its efforts to deliver services that meet the needs of Canadians.


“With the appointment of the CRA’s first Chief Service Officer, our government committed to consulting Canadians on the CRA’s service transformation. The inauguration of an external advisory panel on service is a major part of that commitment. Panel members bring a wealth of wisdom and experience from the public, private and non-for-profit sectors, and their advice will help the CRA put Canadians at the centre of everything it does and improve its service offerings.”

-Diane Lebouthillier, Minister of National Revenue

“I look forward to working with the members of the new CRA external advisory panel on service and to leveraging their experience in serving segments of the Canadian population to help shift the CRA’s service culture. Their expertise in service, design and innovation will guide the CRA in ensuring its services are simple, easy to use and respond to the needs of Canadians.”

- Bob Hamilton, Commissioner of the Canada Revenue Agency

“We are continuing on our journey as a client-centric organization, and our top priority is to improve service experience and deliver better outcomes for Canadians. Members of the external advisory panel on service have a combined expertise rich with national and international service-related experience; I look forward to their input on the transformation of our service agenda.”

-Mireille Laroche, Chief Service Officer, Canada Revenue Agency

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 regularly interact with the CRA, or at least once a year during tax time.

  • The Minister of National Revenue announced the appointment of Mireille Laroche as the CRA’s Chief Service Officer on October 29, 2018.

  • Since 2015, the CRA has expanded its digital service suite, provides more opportunities for taxpayers and benefit recipients to file their income tax and benefit returns without using paper forms, provides more in-person support to individuals and businesses, and is improving the experience of Canadians contacting the CRA by telephone.

  • With the $206 million investment announced through Budget 2018, the CRA will be able to make further improvements to its services.

Associated links


Émilie Gagnon
Press Secretary
Office of the Minister of National Revenue

Media Relations
Canada Revenue Agency

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