Beyond the Phone: Addressing the Root Cause of CRA Service Delays (Part 1/5)

The current service issues are often a symptom of older, less-efficient processes. The CRA recognizes that to achieve lasting improvement, they must target the underlying factors causing these delays.

Key Structural Initiatives:

• Targeted Teams: The CRA has launched specialized teams dedicated to identifying and implementing key initiatives that will improve processing times across programs where delays are common.

• Streamlined Processes: These teams are tasked with streamlining manual processes that slow down service delivery, applying modern management principles to simplify workflows.

• Advanced Technology: The CRA is making strategic use of advanced technologies, specifically Generative AI (GenAI) and Robotic Process Automation (RPA). These tools automate high-volume, repetitive tasks, freeing up human agents and officers to focus on complex files that require expertise and judgment, ultimately improving the overall client experience.

By tackling bottlenecks at the processing level, the CRA aims to prevent the issues that drive frustrated taxpayers to call in the first place.

Source: https://www.canada.ca/en/revenue-agency/campaigns/100-day-service-improvement-plan.html