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Section IV: Other Items of Interest

Board of Management

Board Membership

The Board of Management of the Canada Revenue Agency comprises 15 members appointed by the Governor in Council. They include the Chair, the Commissioner and Chief Executive Officer, a director nominated by each province, one director nominated by the territories, and two directors nominated by the federal government. Members of the Board bring a private-sector perspective and business approach to management and, in this regard, have been championing a significant agenda for change within the CRA.

The following list shows the Board membership as of February 2009.

Connie I. Roveto, B.A., B.Ed., ICD.D
Chair, Board of Management
President
Cirenity Management
Toronto, Ontario

Camille Belliveau, CFP, FCGA
Executive Director
Groupe EPR Canada Group Inc.
Shediac, New Brunswick

Myles Bourke, B.Comm., FCA
Corporate Director
Chartered Accountant
Lethbridge, Alberta

Raymond Desrochers, B.Comm., CA, CFE
Partner
BDO Dunwoody LLP Chartered Accountants
Winnipeg, Manitoba

Gordon Gillis, B.A., LL.B.
Lawyer/Consultant
Dartmouth, Nova Scotia

André Gingras
Founder and Director
André Gingras et Associés inc.
Montréal, Quebec

Norman Halldorson, B.Comm., FCA
Corporate Director
Clavet, Saskatchewan

Robert J. (Bob) Healey, B.Comm., CFP, FCA
Corporate Director
Chartered Accountant/Management Consultant
St. John’s, Newfoundland and Labrador

James J. Hewitt, FCMA
Corporate Director
Penticton, British Columbia

Fauzia Lalani, P.Eng.
Executive Consultant
Calgary, Alberta

Rod Malcolm, CA
Corporate Director
Iqaluit, Nunavut

Patricia J. Mella, B.A., B.Ed., M.A.
Corporate Director
Stratford, Prince Edward Island

James R. Nininger, B.Comm., M.B.A., Ph.D.
Corporate Director
Ottawa, Ontario

Sylvie Tessier, B.A.Sc., M.B.A., P.Eng., ICD.D
Consulting Director
Sierra Systems
Toronto, Ontario

William V. Baker, B.A., M.A., ICD.D
Commissioner and Chief Executive Officer
Canada Revenue Agency
Ottawa, Ontario

The Board of Management is responsible for overseeing the organization and administration of the CRA as well as the management of its resources, services, property, personnel, and contracts. The Board is supported by four committees with mandates to assist the Board in fulfilling its oversight responsibilities. The role and membership of these committees are outlined below.

Audit Committee
Mandate	The Audit Committee reviews the CRA’s accounting framework, financial and performance information, internal controls and financial risks, as well as its compliance with financial and environmental legislation.
Membership	Chair	M. Bourke
	Vice-Chair	R. Desrochers
	Members	N. Halldorson, C. Roveto, R. Healey

Governance Committee
Mandate	The Governance Committee reviews all aspects of the Board’s governance framework to ensure that the Board functions in an effective and efficient manner that successfully supports the operations of the CRA.
Membership	Chair	J. Nininger
	Vice-Chair	J. Hewitt
	Members	W. Baker, C. Roveto, C. Belliveau

Human Resources Committee
Mandate	The Human Resources Committee reviews the management of human resources within the CRA and provides recommendations and advice on the CRA’s human resources management strategies, initiatives, and policies.
Membership	Chair	G. Gillis
	Vice-Chair	P. Mella
	Members	W. Baker, J. Nininger, C. Roveto

Resources Committee
Mandate	The Resources Committee reviews the CRA’s operating and capital budgets, its capital investment plans, and the development of administrative management strategies and policies for the management of funds, real property, contracts, equipment, information, information technology, and environmental obligations.
Membership	Chair	S. Tessier
	Vice-Chair	F. Lalani
	Members	W. Baker, R. Malcolm, A. Gingras, C. Roveto, C. Belliveau, J. Hewitt

Organizational Structure

Service Standards

Excellence in Service

External service standards publicly state the level of performance that citizens can reasonably expect from the CRA under normal circumstances. The CRA is committed to developing, monitoring, and reporting on a full suite of service standards in areas of importance to taxpayers and benefit recipients. Service standards also support our commitment to Canadians for transparency, management accountability, and citizen-focused service.

Service standards that are consistently met help contribute to Canadians’ compliance with tax and benefit legislation, and support the CRA’s program administration.

Reporting

Every year, approval is sought to adjust, delete, or introduce service standards through the Corporate Business Plan. In 2009-2010, we will have a total of 47 service standards. We report externally on our overall performance against our service standards in the CRA Annual Report to Parliament, found at www.cra-arc.gc.ca/gncy/nnnl/menu-eng.html.

The following service standards will be in effect for 2009-2010.

Taxpayer and Business Assistance (PA1) (Enquiries and Information Services)

Service	Standard	Target
1. General enquiries—Telephone service level	Respond to calls in queue within two minutes	80%
2. Business enquiries—Telephone service level	Respond to calls in queue within two minutes	80%

Taxpayer and Business Assistance (PA1) (Legislative Policy and Regulatory Affairs)

Service	Standard	Target
3. Charities—Responding to telephone enquiries	Within two minutes	80%
4. Advance income tax rulings to taxpayers	Within average of 60 days	100%
5. Technical interpretations to taxpayers	Within average of 90 days	100%
6. GST/HST rulings and interpretations—Written enquiries	Within 45 working days	80%
7. Applications to register pension plans	Complete review in 180 days	85%
8. Amendments to registered pension plans	Nine months	80%
9. Termination of registered pension plans	One year	85%
10. Retirement savings plans (applications to register, amend, or terminate)	Within 60 days	80%
11. Retirement income funds (applications to register, amend, or terminate)	Within 60 days	80%
12. Education savings plans (applications to register, amend, or terminate)	Within 60 days	85%
13. Actuarial valuation reports	Nine months	80%
14. Deferred income plans—Response to written enquiries	Within 60 days	80%
15. Deferred profit sharing plans	Registration in 180 days	80%
16. Deferred profit sharing plans	Amendments and terminations in 270 days (nine months)	80%

Assessment of Returns and Payment Processing (PA2)

Service	Standard	Target
17. Responding to taxpayer-requested adjustments (T1)	Eight weeks	100%
18. Responding to taxpayer-requested adjustments (T1) received via the Internet	Two weeks	100%
19. Providing Statements of Interim Payments (SIP) to corporations and GST/HST clients on a monthly basis	Mailed by the 18th of the month	95%
20. Processing T1 individual income tax returns (paper)	Four to six weeks	100%
21. Processing T1 individual income tax returns (EFILE, TELEFILE, NETFILE)	Two weeks	100%
22. Processing T3 trust returns	Within four months	95%
23. Processing excise tax, excise duty, and air travellers security charge returns	Within 90 days	95%
24. Processing GST/HST returns	30 days	95%
25. Processing T2 corporation income tax returns	Within 60 days	90%

Accounts Receivable and Returns Compliance (PA3)

Service	Standard	Target
26. Processing taxpayer relief requests related to accounts receivable and trust accounts programs	Four to six weeks	90%

Reporting Compliance (PA4)

Service	Standard	Target
27. Processing non-resident Regulation 105 waiver requests	30 days	85%
Claims—SR&ED tax incentives
28. Refundable claims	120 days	90%
29. Non-refundable claims	365 days	90%
30. Claimant-requested adjustments to refundable claims	240 days	90%
31. Claimant-requested adjustments to non-refundable claims	365 days	90%
Claims—Video and film tax credits
32. Refundable claims—Unaudited	60 days	90%
33. Refundable claims—Audited	120 days	90%

Appeals (PA5)

Service	Standard	Target
34. Problem Resolution Program¹	Acknowledged within two working days	95%
35. Problem Resolution Program¹	Resolution/taxpayer contact within 15 working days	95%
36. First contact letter for disputes	30 days	85%

¹ Previously associated with Taxpayer and Business Assistance (PA1) (Enquiries and Information Services)

Benefit Programs (PA6)

Service	Standard	Target
37. Canada Child Tax Benefit—Telephone service level	Respond to calls in queue within two minutes	75%
38. Processing benefit applications and marital status change forms—Timeliness	Issue a payment, notice, or explanation within 80 days	98%
39. Processing benefit applications and marital status change forms—Accuracy	Accurately process information and, if necessary, issue a payment, notice, or letter	98%
40. Responding to benefit and credit enquiries—Timeliness	Respond to written enquiries and telephone referrals from Call Centres within 80 days	98%
41. Responding to benefit and credit enquiries—Accuracy	Respond to written enquiries and telephone referrals from the Call Centres with the correct information, and process new recipient information, including issuing a payment, notice, or letter, accurately	98%
42. Validation and control—Results of review	Inform the recipient of the results of our review within 45 days after we receive the information requested	90%
43. Processing a request to authorize or cancel a representative— Timeliness (peak)	Within 20 business days of receipt during peak periods	90%
44. Processing a request to authorize or cancel a representative— Accuracy (peak)	Accurately process the request, and if necessary, send a letter requesting additional information	98%
45. Processing a request to authorize or cancel a representative— Timeliness (non-peak)	Within five business days of receipt during non-peak periods	90%
46. Processing a request to authorize or cancel a representative— Accuracy (non-peak)	Accurately process the request, and if necessary, send a letter requesting additional information	98%

Internal Services

Service	Standard	Target
47. Client or taxpayer requests for statistical tax data	Within an average of 30 days	100%

Service Standards Under Development

The CRA also remains committed to improving service and developing new service standards, as shown by the ongoing work listed below. However, developmental work on three service standards (i.e., Respond to written deferred income plans – enquiries; Register a pension plan; and Request eligible contributions) in registered plans has been cancelled as they were not new standards, but planned modifications to existing ones. Developments planned for 2009-2010 to 2011-2012 are outlined below:

Program Activity	Service Standard	Proposed Target
Taxpayer and Business Assistance (Legislative Policy and Regulatory Affairs)	Review and respond to applications for charitable registration upon receipt of a complete application, within established standards	80%
	GST/HST Rulings, telephone enquiries—respond to calls in the queue within two minutes	80%
	Registered pension plan amendments within 60 days (this standard would combine amendments within nine months and terminations within one year)	85%
(Enquiries and Information Services)	International and Non-resident General Enquiries – Telephone service level. Respond to calls in the queue within two minutes	80%
Appeals	Average working days to complete processing income tax, commodity tax, and CPP/EI disputes	TBD

Sustainable Development

The CRA is currently implementing the 2007-2010 Sustainable Development Strategy. By executing the strategy we seek to achieve environmental excellence, improve the efficiency of our operations, and support the Government of Canada’s sustainable development priorities.

In order to integrate sustainable development into the way we conduct our business, our strategy contains four interrelated goals:

reducing the effects of our operations on land, air, and water;
delivering our services in a more sustainable manner;
engaging our employees to apply sustainable development; and
using modern systems to support and maintain sustainable development.

Our current strategy is scheduled to end in 2010. Looking ahead, the Government of Canada’s new Federal Sustainable Development Act will determine the form and timing of the CRA’s next sustainable development strategy.

For more detailed information on the CRA’s sustainable development program, please visit CRA’s Web site:
http://www.cra-arc.gc.ca/gncy/sstnbl/prfrmnc/menu-eng.html

Green Procurement

For more detailed information on the CRA’s Green Procurement Program, please visit the Treasury Board Secretariat’s Web site:

http://www.tbs-sct.gc.ca/rpp/st-ts-eng.asp

Internal Audits and Evaluations

For more detailed information on the CRA’s internal audits and avaluations, please visit the Treasury Board Secretariat’s Web site: