National Union-Management Consultation Committee
December 4, 2006
Appendix A
WRITTEN UPDATES
- FINANCE AND ADMINISTRATION REORGANIZATION
- TAXPAYER SERVICES AND DEBT MANAGEMENT PILOT PROJECTS
- ENQUIRIES COUNTERS
- PAYMENT COUNTERS
- CLIENT SERVICE SURVEY
- WORK ASSESSMENT PROJECT
- ESSENTIAL SERVICES AGREEMENT
- WORKFORCE ADJUSTMENT
- OFFICIAL LANGUAGES
- JOINT TERM EMPLOYMENT STUDY
- OBSERVE AND ATTEST
- AGENCY CLASSIFICATION STANDARD (ACS)
1. FINANCE AND ADMINISTRATION REORGANIZATION
ISSUE
Management will provide an update on the status of the Finance and Administration Regional Reorganization and Realignment.
MANAGEMENT’S WRITTEN RESPONSE
On July 5, 2006, Management met to provide the Union with clarification on the CR-02 work descriptions. UTE asked that more detailed information be provided to the Union when work descriptions are sent for consultation in the future. Management extended an invitation to meet with the Union again for any additional clarification or information regarding the reorganization.
To date, all staff that has been identified as affected in the Finance and Administration reorganization, received affected letters. Management is reviewing opportunities for placement and working towards implementing the new organization.
All new work descriptions have been shared with the Union and most classification decisions are complete. While most jobs have been classified, there are still some jobs awaiting classification decisions in the Real Property division.
The Finance and Administration Branch is fully committed to meeting its obligations to affected employees and will continue to ensure they are fully informed of the process, its impact, and their rights under WFA provisions.
2. TAXPAYER SERVICES AND DEBT MANAGEMENT PILOT PROJECTS
ISSUE
Management will provide the Union with an update on the pilot activities within the Taxpayer Services and Debt Management Branch as a result of the National Program Delivery Model for 2010.
MANAGEMENT’S WRITTEN RESPONSE
We met with the Union on October 30, 2006 to discuss the status of the pilot projects.
A number of program delivery points were the subjects of discussions at former NUMCC meetings. In those meetings, they were referred to as pilots, and questions were raised as to when they would end, and what the timing could be for indeterminate staffing.
The national initiatives, which include the national collections and compliance pools and intake centers, have been implemented in successive stages over the last three years and now represent established elements of our program delivery model. As such the following are no longer considered pilots:
- National Collections Pools – T1
- National Collections Pools – GST/HST
- National Compliance Intake Centers – GST/HST
- National Compliance Intake Centers – PAYDAC
The regional initiatives had also been the subject of previous discussions at former NUMCC meetings. In those meetings, they were referred to as pilots, and questions were raised as to when they would end, and what the timing could be for indeterminate staffing. These regional initiatives have been implemented in successive stages over the last three years and now represent established elements of our program delivery model. As such the following are no longer considered pilots:
- Quebec Region – Regional Compliance Intake Centre, now part of the National Compliance Intake Centres (out of Laval TSO for both GST/HST and PAYDAC)
- Quebec, Ontario and Atlantic Region – Regional Intake Centre (Pools)
- Ontario Region - National Pools - Collections – PAYDAC
Furthermore, at the same meeting, information was also provided on the following projects:
- Non-filer Data Mining Pilot Project Update
- Ontario Region Insolvency Pilot Project Update
- Integrated Enforcement Team Pilot Project Update
- Line 104 and T4/T4A Pilot Project Update
- Non-Filer Call Centre Pilot Project Update
- T-1 Integration Pilot Project Update – Collections/Non-Filing
3. ENQUIRIES COUNTERS
ISSUE
The Union requested an update on the pilots pertaining to the enquiries counter services in Taxpayer Services and Debt Management Branch.
MANAGEMENT’S WRITTEN RESPONSE
Management met with UTE on October 30, 2006 and provided an update on the enquiries counter and pilots. The Pilot Evaluation Report and Appointment Analysis were shared with the Union at that time.
We completed the evaluation of the appointment service pilots. No major issues were identified. Overall, feedback from taxpayers was positive and indicates that taxpayers were receptive to the service offerings and very pleased with the services they obtained.
Based on the success of the pilot, we started in July 2006 to migrate from walk-in service to service by appointment only. Site identification was based on local/regional/national discussions and co-ordination.
As of October 2006, the Red Deer and Vancouver Island TSOs, as well all offices in the Atlantic, Quebec and Ontario regions are offering service by appointment. Four other offices in the Pacific Region (Vancouver, Kelowna, Penticton and Burnaby-Fraser) are also offering service by appointment for business enquiries.
On October 2, 2006 the Greater Toronto Area centralized services. Appointment service for business enquiries is now available at the Toronto North TSO, while appointments for individual enquiries are offered at the Toronto Centre, East and West TSOs.
As of October 10, 2006, the Winnipeg TC no longer offers enquiries counter services.
In November 2006, the Prairie Region will offer service by appointment only while Northern BC TSO and the four Pacific offices for General Enquiries will move to appointments as of January 2007.
By January 2007, all offices will offer service by appointment. During the transition period and through filing season 2007, service agents continue to educate and assist taxpayers, who walk-in without an appointment, on self-serve options.
4. PAYMENT COUNTERS
ISSUE
The Union requested an update on the pilots pertaining to the payment counters in Assessment and Benefit Services Branch, as well as the status of the “Guiding Principles” document.
MANAGEMENT’S WRITTEN RESPONSE
An updated list of the CRA pilots was shared with the Union on October 25, 2006.
On October 30, 2006, the Union was provided with an update on the payment counters.
The results of the “No Currency” pilots with respect to payment counters has been evaluated and feedback from all participating offices (Kelowna, Penticton,
Toronto-Centre, Brandon Sub-Office of Winnipeg, and Trois-Rivières) indicates that taxpayers showed high levels of acceptance of this initiative.
We are now finalizing the report on the evaluation of the “No Currency” pilot.
We have recommended a national rollout of this program to senior management. We are also proposing that the “No Currency” policy be implemented nationally by March 31, 2007.
Upon approval, we will be establishing a national working group made up of representatives from across the various regions to work in conjunction with our headquarters staff on the implementation this program. This working group will be developing guiding principles for payment services to ensure that all offices provide a minimum standard suite of payment services to taxpayers.
5. CLIENT SERVICE SURVEY
ISSUE
The Union asked for the methodology of the Client Service Survey in Taxpayer Services and Debt Management Branch, as well as the results.
MANAGEMENT’S WRITTEN RESPONSE
Management met with UTE on October 30, 2006 and provided an update on the Client Service Survey, including the survey methodology.
We received 2,272 completed questionnaires across the 14 offices short of our goal of the anticipated sample size of 2,800. It would appear that some offices did not have sufficient counter traffic to achieve 20 returned completed questionnaires a day. Other offices reported that taxpayers did not want to participate in the survey. All data has been keyed into the electronic database developed to analyze the pilot survey results.
Our next steps are to analyze the pilot survey results, and develop a permanent exit survey for obtaining valid taxpayer feedback on an on‑going basis.
The pilot results will be shared with the Union on January 15, 2007.
6. WORK ASSESSMENT PROJECT
ISSUE
The Union requested an update on the Work Assessment Project in Taxpayer Services and Debt Management Branch.
MANAGEMENT’S WRITTEN RESPONSE
The feedback from the piloted office suggested streamlining the form and parameters set to determine when the Work Assessment Tool would be used. In October 2006, a request was made to the regional program advisors to provide examples of the quality assurance procedures in place to perform work assessments.
Some information has been received and a review of the work assessment tool is currently taking place.
The Union was provided with an update at the October 30th meeting.
7. ESSENTIAL SERVICES AGREEMENT
ISSUE
Management will provide an update on the action plan in Human Resources Branch pertaining to the Essential Services process.
MANAGEMENT’S WRITTEN RESPONSE
A letter will be sent to UTE the week of November 20th, informing the Union of the CRA’s readiness to meet based on the Union’s availability, to initiate discussions with a view to reaching an agreement. Establishing a structured process for discussion will ensure future productive exchanges between the parties.
Considering UTE’s willingness to negotiate an Essential Services Agreement (ESA) well in advance of the legislated timeline, the Agency has agreed to commit to a process in advance of the required time limits.
We would like to reiterate the Agency's willingness to resolve an ESA outside the collective bargaining schedule. With the cooperation of both parties, we believe this objective to be achievable.
8. WORKFORCE ADJUSTMENT
ISSUE
The Union asked for an update from the Human Resources Branch on the National Workforce Adjustment (WFA) Committee, specifically the total number of affected employees within the CRA.
The Union also asked that the delegation of authority to approve requests for the Guaranteed Reasonable Job Offer (GRJO) be delegated down, from the Assistant Commissioner (AC), Human Resources Branch (HRB), to the Director level.
MANAGEMENT’S WRITTEN RESPONSE
The first meeting of the National WFA Committee meeting was held on May 18, 2005.
Since then, the National WFA Committee has met on the following dates: October 26, 2005, and September 25, 2006.
The primary focus of the National WFA Committee is to ensure that meaningful consultation takes place at the national level to discuss corporate human resources issues related to the management of workforce adjustment situations. (See Appendix A - Terms of Reference)
The Union is provided with an updated list of employees who have been declared affected due to a WFA situation. The most current list was shared with the Union on
September 25, 2006, and the next one is expected to be shared in December 2006.
Management agreed with the Union’s request that WFA be a standing written agenda item.
Current Number Of Affected Employees
Based on the last quarterly update provided at the National WFA Committee and dated August 2006, the number of affected employees represented by the Public Service Alliance of Canada (PSAC) is 994.
As in the past, information related to the total number of affected employees will be provided through the National WFA Committee.
Preferred Status List
As part of the validation process, the Resourcing and Career Management Directorate of the HRB is consulting with each region to ensure that the information on the list is current. Management anticipates providing the Union with an updated Preferred Status list in the near future.
Guarantee of a Reasonable Job Offer
At the September 25, 2006 meeting, Management advised the Union that it would not recommend changing the delegation of authority to approve requests for the GRJO as the WFA Approach was still in the early stages of implementation and that it would wait to see how the guidelines unfolded, possibly resolving some of the issues raised by the Union.
Presently, the delegation of authority to provide affected employees with a Guarantee of a Reasonable Job Offer (GRJO) rests with the AC, HRB.
Consequently, given the newly implemented approach effective August 16, 2006, the delegation of authority will remain with the AC, HRB.
9. OFFICIAL LANGUAGES
ISSUE
The Union asked the Human Resources Branch for update on Official Languages.
MANAGEMENT’S WRITTEN RESPONSE
Further to the commitments made at the last NUMCC, a document outlining various options related to the staffing of bilingual positions was shared with the Union on October 25, 2006. We will be reviewing the feedback provided by the Union in November.
The draft directive on language training is anticipated to be shared with the Unions in December 2006.
10. JOINT TERM EMPLOYMENT STUDY
ISSUE
Management, from the Human Resources Branch, will provide an update on the recommendations related to Joint Term Employment Study.
MANAGEMENT’S WRITTEN RESPONSE
On June 30, 2006, a draft copy of the Manager’s Guide to Term Employment (formerly known as the Manager’s Toolkit) was provided to UTE for comments and feedback was provided to the Union on those comments. The Guide is now in the final stages of the approval process and is expected to be posted on InfoZone shortly.
The Union was also provided with an update on the results of the Agency-wide mandatory review of term employment. Between May 1, 2006 and September 1, 2006, 288 long-term terms that were identified in the original figures have been appointed to permanent positions in the Agency.
At the November 8, 2006 meeting, UTE was provided with a follow-up report on the final Term Commitment Report and an update on seasonal employment, including progress made on other term commitments. In addition, Management is currently working with the Taxpayer Services and Debt Management Branch and the Assessment and Benefit Services Branch to facilitate a discussion on seasonal employment directly with UTE.
Management will not be issuing separate guidelines on the mandatory review of term employment but will cover this topic within the Manager’s Tooklit.
The Directive on the Management of Term Employees and the bulletin for the creation of rehire pools for term employees have been distributed to UTE and the Human Resources community. The documents are also available to all CRA managers on InfoZone.
UTE has been invited to attend an information/training session on the management of terms planned for December 2006.
11. OBSERVE AND ATTEST
ISSUE
The Union asked the Human Resources Branch for an update on the Observe and Attest (O&A) initiative.
MANAGEMENT’S WRITTEN RESPONSE
As of September 30, 2006:
- 246 Facilitator/coaches have been trained;
- 274 information sessions have been held with another 180 planned for the remainder of the year;
- 469 ECs and 2,377 MGs have attended the core module training; and
- 412 MGs and 120 employees have been attested encompassing 1, 351 competencies.
On October 30, 2006, the Union was provided with a copy of the information that would be available on the O&A website.
On November 15, 2006, Management met with the Union to provide clarification on managers attesting the 6 O&A competencies. As a result, Management will issue a reminder to the field clearing up some of the concerns raised by the Union regarding the O&A process. In the future, should any change represent a significant variance from the original O&A Strategy, all stakeholders will be advised of the change, including any known impacts.
Attesting to Competencies
On August 4, 2006, Management provided the Union with the O&A training statistics:
- 148 MGs have been O&A’d for a total of 514 attestations; and
- 13 or 2.5% of those attestations did not meet the threshold.
On October 5, 2006, the Union was provided with an update regarding managers not being successful in meeting the threshold level and, consequently, unable to attest his/her own employees. Management listed options that may be considered by local management, for example, O&A being completed by the supervisor’s manager if that individual had the necessary knowledge of the employee, or deferral of O&A until the current manager was able to proceed. While the options allowed local management a degree of flexibility in special circumstances, those alternatives must only be used in exceptional circumstances and the norm should prevail as outlined in the strategy.
Legal Opinion on O&A
After further consultation with Legal Services, it was determined that the solicitor-client privilege applicable to legal opinions provided by Legal Services is to be respected. This solicitor-client privilege applies equally to a summary of the content of a legal opinion. Accordingly, on November 21, 2006, the Union was provided with official notification that the summary of the legal opinion would not be forthcoming.
Results of Working Group – O&A in Tax and Call Centres
A working group had been established to discuss O&A in Tax and Call Centre environments with respect to how O&A would be addressed in the term population. As a result, on October 30, 2006, the Union was provided with information on how O&A would be applied in short-term acting situations, as well as for short-term determinate employees. UTE was also advised that this information would be available on the O&A website.
12. AGENCY CLASSIFICATION STANDARD (ACS)
ISSUE
Management, Human Resources Branch will provide an update on the ACS-SP initiative.
MANAGEMENT’S WRITTEN RESPONSE
Since June 2006, the ACS-SP Project Team has met with the Union on
June 21 & 22, 2006, June 29, 2006, July 20, 2006, September 7, 2006,
September 20, 2006, October 5, 2006, and November 16, 2006.
At the October 5, 2006, meeting, Management and the Union discussed the content of the Memorandum of Understanding (MOU) to deal with grievances for short format work descriptions. It is expected that the MOU will be signed by Management and the PSAC by mid-December 2006. ACS-SP is progressing well and the project team will be ready to have managers deliver short format work descriptions to employees and implement consolidation in January 2007.
At the November 16, 2006, meeting, Management and the Union discussed the interim SP model, the upcoming ACS-SP video and reviewed a list of work descriptions.
On November 27, 2006, the Union was informed that the timeline to deliver the presentation to employees has been extended to January 2007. Managers will have until January 31, 2007 to deliver work descriptions, so this still provides sufficient time to deliver the presentation, allow staff to reflect and ask questions, and then provide them with the ACS-SP video and their work descriptions.
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