“Reporting on service standards is essential for tracking how well we are serving our clients. In 2019 to 2020, 48 of 66 targets were achieved or surpassed, representing an overall score of 73%. This demonstrates our continued commitment to meeting our clients’ expectations and supporting the delivery of their services to Canadians. Improvements for 2020 to 2021 focus on increasing client-centricity such as ensuring standards are based on direct feedback.”

“Budget 2021 proposes to provide $88 million over four years, starting in 2022-23, and $25.8 million ongoing, to the Treasury Board of Canada Secretariat to renew and expand the capacity of the Canadian Digital Service and further improve how the government delivers digital services to Canadians.”

“To modernize CRA services and help people quickly and easily access the tax credits and benefits they are entitled to: Budget 2021 proposes to provide $41.7 million over three years, starting in 2021-22, to the CRA to reduce processing time for T1 adjustments (i.e. corrections to people’s general income tax return) by making online selfservice more user-friendly and improving automated processing of T1 adjustments. Faster processing of T1 adjustments will provide Canadians with more timely access to their credits and benefits. The CRA has created a simplified credit and benefit return and Canada Child Benefit form for First Nations individuals, and will be expanding this project to make these forms more widely available to more Indigenous people. The improved forms take into account Indigenous experience—such as community care and nurturing of children—and remove information that is not applicable to Indigenous peoples.”

“3.1The objective of this policy is as follows: 3.1.1Client service experience and government operations are improved through digital transformation approaches.”

“The Government recognizes that robust accountability mechanisms can help ensure that the public trusts Canada’s public safety institutions. Bill C-3 proposes to add an independent review and complaints function overseeing the CBSA to the Civilian Review and Complaints Commission (CRCC), which currently provides that function for the Royal Canadian Mounted Police (RCMP). To reflect these new responsibilities, the CRCC would be renamed the Public Complaints and Review Commission (PCRC).”

“It also amends the Canada Border Services Agency Act to, among other things, grant to that Commission powers, duties and functions in relation to the Canada Border Services Agency, including the power to conduct a review of the activities of that Agency and to investigate complaints concerning the conduct of any of that Agency’s officers or employees.”