Departmental Results Framework indicators (2019-20 Edition)

The Departmental Results Framework (DRF) indicators provide insight into the compliance of Canadians with tax obligations, whether non-compliance is addressed, and if Canadians have access to appropriate mechanisms for resolving disputes. 

Tables in CSV format

• Indicator 1: Percentage of tax returns filed on time
  This indicator measures on-time filing compliance for individuals.
• Indicator 2: Percentage of businesses registered for GST/HST
  This indicator represents the percentage of Canadian businesses registered for Goods and Services Tax (GST)/Harmonized Sales Tax (HST) (including Québec).
• Indicator 3: Percentage of reported tax liabilities paid on time
  This indicator measures on-time payment compliance.
• Indicator 4: Percentage of Canadians who voluntarily participate in the tax system
  An indicator that measures voluntary compliance with tax filing.
• Indicator 5: Ratio of collectable tax debt to total net receipts (cash accounting)
  This indicator measures the performance of the CRA in managing tax debt.
• Indicator 6: Percentage of external service standards targets that are met or mostly met
  This indicator measures the percentage of external service standards targets that were met or mostly met within 5% of their target.
• Indicator 7: Public Perception Index: service experience
  The public perception index (PPI) is the combined rating from four questions from the Agency’s Annual Corporate Research (ACR), a public opinion research study that touches on service and Agency reputation and values indicators. The four questions that blend into the index are: How would you rate the overall performance of the Canada Revenue Agency; How would you rate the ease of understanding with respect to the information provided to taxpayers through tax forms and resources; How satisfied are you with the overall quality of the service you received when you contacted the Canada Revenue Agency by telephone on this most recent occasion; Did you get what you needed from the Canada Revenue Agency on this particular occasion? These indicators are found in the “core” ACR and asked every iteration. They are key indicators for the Agency’s reputation, provision of information, service interaction, and service success.
• Indicator 8: Percentage of total volume of improved correspondence (i.e. changes to structure, design, language and format)
  To support the Minister’s mandate commitment to deliver correspondence that is straightforward and easy to read, the External Administrative Correspondence (EAC) project aims to redesign 95% of CRA correspondence by May 2019.
• Indicator 9: Percentage of services available online
  Based on how the Treasury Board defines service, the CRA has established an inventory of services to Canadians. E-enablement refers to the rate at which those services in the inventory are available online for Canadians to self-serve. This indicator measures progress against the CRA’s digital strategy. This service initiative falls under the ministerial mandate priority and under the broader Government of Canada priority of an open and transparent government.

  Formula/calculation: Sum of each service e-enablement rate divided by 18 services.

  Measurement strategy: The percentage of the service’s activities that are completed online for each service, based on the number of the following applicable interaction points of the service (based on a Treasury Board Secretariat methodology):
  • account registration / enrolment
  • authentication
  • application
  • decision
  • issuance (final output)
  • issue resolution and feedback
  
  Services include:
  1. T1 Income tax return filing
  2. Authorize a representative
  3. Goods and services tax (GST)/harmonized sales tax (HST) return filing
  4. GST/HST rulings
  5. T2 Corporation income tax return filing
  6. Excise duty/tax return filing
  7. Charity information return filing
  8. Partnership information return filing
  9. Canada Child Benefit (CCB) payments
  10. GST/ HST credit payments
  11. Children’s Special Allowances (CSA) payments
  12. Working Income Tax Benefit (WITB) advance payments
  13. Provincial and territorial tax credit payments
  14. Provincial and territorial child benefit program payments
  15. Formal review request (Appeals)
  16. Trust income tax return filing
  17. Business Number (BN) registration
  18. Access to information and privacy
  
  Note: Income tax rulings is excluded from the results as it is not suitable for e-enablement.
• Indicator 10: Number of individuals helped by the Community Volunteer Income Tax Program
  Demonstrates the CRA’s commitment to helping those with modest incomes and simple tax situations complete their tax and benefit returns.
• Indicator 11: Incremental revenue resulting from budget investments
  This indicator measures the amount of annual incremental federal revenue generated as a result of additional Federal Budget initiatives used to support Government of Canada responsibilities and priorities and the Agency's ultimate outcome: "Canadians meet their obligations, non-compliance is addressed, and Canadians have access to appropriate mechanisms for resolving disputes".

  This supports the Minister's Mandate commitment to crack down on tax evaders and combat tax avoidance, as well as the Government priority of growing the middle class.

• Indicator 12: Incremental debt collected (resolved) resulting from Budget 2016 investments
  This performance indicator measures the program's progress in supporting the Agency's commitment to address the growth of the tax debt. This value is derived by dividing the budget 2016 commitment by the total core commitment and then multiplying by the total dollars collected.
• Indicator 14: Percentage of benefit payments issued to benefit recipients on time
  This indicator measures the performance of the CRA in issuing benefit payments.
• Indicator 16: Percentage of taxpayers (benefit recipients) who filed as a result of targeted CRA intervention
  Ensures the Agency achieves its responsibilities and priorities of assisting Canadians to meet their filing obligations, while also ensuring Canadians receive the benefits they are entitled to. This value is derived by dividing the total number of taxpayers who filed after the letter was issued by the total number of letters issued. This supports the Minister Mandate commitment to ensure that CRA is a client-focused agency that will proactively contact Canadians who are entitled to, but are not receiving, tax benefits.