National Business Resumption Plan

Table of contents

Purpose

Agency employees across the country and in every function have been working during the last three months to support critical services, including the new emergency measure programs. This includes contributions from employees taking on new roles answering calls and reviewing claims for these measures.

The Agency’s National Business Resumption Plan (NBRP) has been created to guide Branch and Regional business resumption plans. The Plan will provide information to employees regarding the staging of the resumption of program and corporate activities and operations that did not resume during the Agency’s critical services phase from March 16 to June 26.

Collaboration at the national and regional level is paramount for success for the gradual resumption of Agency activities. It will ensure that the Agency can systematically resume services in a thoughtful and phased approach that takes into consideration both the health and safety of our employees and the needs of Canadian taxpayers to receive the world class services that the Agency has always provided.

The NBRP schedule reflects one part of the Agency planning for the resumption of program delivery. The Agency is also looking at many other aspects of the COVID-19 situation in the short, medium and long-term, including how best to support employees and managers now and into the future.

Approach

The following principles have been applied to our resumption planning process. While many activities have resumed already, others will be phased in as we await the end of filing and payment extensions provided to the public to better help them manage their financial affairs.

During the resumption phases, the Agency will monitor client service pressures as well as emerging compliance risks to confirm or adjust national start dates for the remaining activities. Once these decisions have been made nationally, regional and local offices will implement them as fully as possible, respecting local conditions.

Agency Business Resumption Principles

Health and Safety

Employee and client health and safety is the Agency’s primary concern. It is expected that unless required for specific business reasons, employees will work remotely for the foreseeable future. Agency buildings will continue to be kept safe as some employees will still be required to work from an Agency building for business reasons. Similarly, any visits to client locations or any other in-person interaction will need to follow specific protocols, which are still in development.

Fair Treatment of Clients

Resuming our business must reflect our core values and beliefs as an organization. The CRA Vision of being “trusted, fair, and helpful by putting people first” is at the core of our approach to resumption, especially with so many citizens and businesses still facing the impacts of the COVID-19 crisis. Taxpayers have varying capacity to deal with CRA compliance actions, particularly those who may not be able to completely comply with their tax obligations due to circumstances beyond their control. 

Service as a priority

The Agency must ensure service pressures are addressed as much as possible before broad-scale compliance and collections work begins for more clients, many of whom will continue to face challenges in complying. This will set the stage for better detection of true compliance risks.

Communication and Transparency

Clear and frequent communications on all resumption decisions will be essential, leveraging national, regional and local communication and related messages to employees and external stakeholders.

Resumption by phases

The Agency’s staff will continue to focus on the new emergency measures, both payments and compliance, ensuring payments are issued appropriately. As it continues this activity, other tax activities not yet activated at full strength will be resumed in a phased manner over the next six to nine months.

An Agency readiness assessment or “gate” process will be followed over the summer to confirm, and adjust if necessary, the schedule for resumption of the remaining activities. The plan reflects a preliminary sequence for planning purposes. The specific activities and expected timing are outlined below and will be reviewed continuously throughout the period to adjust to changing economic and public health circumstances across the country.

Business Resumption of Services to Canadians and to the Government of Canada by Functional Branch

The NBR builds on the list of services activated under the Business Continuity Plan (BCP), and adds the following lists of Branch activities that are to resume during the summer (July – August). Those activities that are scheduled to resume after August are still being assessed to confirm the optimum time for resumption during the next period of business resumption.

Appeals Branch

Assessment, Benefit, and Service Branch (ABSB)

Resumption of all remaining functions based on ability and capacity to support normal and COVID-19 priorities simultaneously, with the exception of the following:

The following activities will be undertaken following the Agency’s readiness assessment:

Anticipated start date: To be determined

Audit, Evaluation and Risk Branch (AERB)

Collections and Verification Branch (CVB)

The following activities will be undertaken following the Agency’s readiness assessment

Anticipated start date: September 2020

Anticipated start date: October 2020

Anticipated start date: January 2021

Note: Some activity may be accelerated to September where compliance risks exist and client situation permits.

Compliance Programs Branch (CPB)

In addition to high risk work already underway under the CRA BCP, including Criminal Investigations, all:

The following activities will be undertaken following the Agency’s readiness assessment

Anticipated start date: September 2020

Anticipated start date: October 2020

Anticipated start date: TBD

Anticipated start date: January 2021

Note: Some activity may be accelerated to September where compliance risks exist and client situation permits.

Finance and Administration Branch (FAB)

The following activities will be undertaken following the Agency’s readiness assessment

Anticipated start date: September 2020

Anticipated start date: TBD

Human Resources Branch (HRB)

The following activities will be undertaken following the Agency’s readiness assessment

Information Technology Branch (ITB)

Legal Services Branch

The following activities will be undertaken following the Agency’s readiness assessment

Legislative Policy and Regulatory Affairs Branch (LPRAB)

The following activities will be undertaken following the Agency’s readiness assessment

Anticipated start date: September 2020

Anticipated start date: January 2021

Note: Some activity may be accelerated to September where compliance risks exist and client situation permits.

Public Affairs Branch

Service, Innovation, and Integration Branch (SIIB)

Office of the Taxpayers’ Ombudsman

Response by Phases of Pandemic

As we progress through phases of the pandemic, business resumption priorities and associated strategies will be reviewed and adjusted accordingly.

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