Bulletin 01/09

January 1, 2009

In response to concerns raised by UTE


The Canada Revenue Agency (CRA) is committed to improving the pay process to provide consistent, timely and cost effective compensation services for all employees.

The Board of Management mandated a review of Compensation Services. The model developed from the Compensation Service Delivery Renewal Project set the stage to:

  • improve the pay processes and rationalize the infrastructure,
  • enable employees and managers to access and manage their own information,
  • leverage technology,
  • centralize the delivery of services, and,
  • modernize payroll delivery.

The transition period, as a result of moving from the old compensation model (30 pay offices) to the new model (two Compensation Client Service Centre (CCSC) locations) will be complete by the end of March, 2009. 

Since workload transfers to the two locations began in July 2006, there have been many improvements in service; however, the centralized model has made compensation problems more visible. In the past, issues were resolved at the local level.  Now, without face to face contact in the local office, many issues are being raised to the Union and HQ instead of being resolved at the lowest possible level by calling the National Enquiries Services. All issues that have been brought to HQ’s attention have been resolved promptly and corrective action taken.

Compensation and UTE agree that actions need to be put in place in the short and long term to reduce errors.  The following action plan outlines the challenges faced by compensation and the specific actions to address these concerns.

Late paperwork:  employees not paid on time or accurately as a result of the CCSC receiving late, incorrect or incomplete information. 
Resistance:  resistance to change, discovery of practices that are inconsistent with CRA policy.
Lack of knowledge:  need to ensure the right information is provided at all times.
Paper based system:  labour intensive and risk of error.
CAS Upgrade:  funding constraints and ITB determines the schedule.
Management Stability:  many actors in management positions in Ottawa.


Timeframe / Update

Compensation Problem Resolution for issues raised to local union representatives:  In keeping with the spirit of the Union Management Initiative (UMI), issues should be resolved at the lowest possible level. Employees should first contact the National Enquiries Services (NES) at 1-866-549-3744 or submit an Employee General Enquiry Web Form (forms can be found on the Compensation Web Resource Guide under Contact Compensation). We will do our best to respond to requests at first point of contact. If we cannot, we will escalate it for further processing, research or expertise. If an employee does not hear from us, they should visit “I am an Employee” on the CWRG Website at http://infozone/english/r2732472/hrb-dgrh/dir/srcd/cwrg-gwrr/index-e.asp to view the status/progress of their request.

For resolution of an exceptional or urgent compensation problem, such as severe financial strain, discourteous service or unfair treatment, or an unreasonably lengthy delay, employees should contact the Compensation Problem Resolution (CPR) Program by submitting a CPR Web Form. The CPR Program does not replace existing compensation services. It is meant to deal with urgent or exceptional situations that cannot readily be handled through normal channels. Employees will be contacted within two business days by either phone or e-mail.

Compensation Problem Resolution for issues escalated to the Regional Union representatives:  If an employee is not contacted by CPR within two business days, the Regional VPs will be able to contact the Winnipeg or Ottawa CCSC directly by e-mail for resolution of urgent issues raised to the unions. Regional VPs should ensure employees have followed the steps noted above before contacting the following individuals by e-mail:

Pacific, Prairie, Ontario and Atlantic Regions:  contact the Winnipeg CCSC:

Jane Dillon, Director
Please cc:
Richard Lafrance, Assistant Director
Gerrie Sholikowski, Assistant Director

Québec Region, HQ:  contact the Ottawa CCSC:

Carole Barrette, A/Director
Please cc:     
Monique Côté, Assistant Director
Martine Poudrier, A/Assistant Director

If the Regional VP is not contacted within two business days, the issue should be escalated to the Union President who will contact Lucie Labelle, Assistant Director, Corporate Compensation. 

In operation

To date Winnipeg has resolved two issues and Ottawa has resolved three issues for Regional VPs (in addition Ottawa’s CPR team resolved two issues)

Outreach:  HQ will make a presentation to AMC and the respective CCSC will make a presentation to the Regional Management Teams and Regional Unions to outline the progress made and ensure management is aware and accountable for their part in ensuring employees are paid on time and accurately.  The CCSCs will continue to make outreach sessions available to local management teams, administrative assistants and local union representatives as required.  The CCSCs and/or Corporate Compensation will make presentations, upon request, at any regional or national union forums (either in person or by video conference). 

AMC and Regional Management Presentations to be completed by December 2008.

Completed presentations to all regions.

Completed presentations to Appeals, PAB, ABSB, HRB and F&A. LPRAB and ITB presented material themselves and indicated they have no issues. CBP, TSDMB and CAEB cancelled and rescheduled for January.

Training:  Compensation Agents identified as providing incorrect or incomplete information will be provided individual training by the Quality Assurance Training Officers.  Corporate Compensation will update and enhance training material and provide tools to assist the compensation agents.  Corporate Compensation will engage PWGSC in finding methods to more easily deliver training related to PWGSC.   


Work Transfer:  A formal process will be put in place to allow for file transfer between Winnipeg and Ottawa.  When capacity exists in one location and a backlog exists in another, files will be transferred if the transfer makes good business sense. 


Telephone Service:  Corporate Compensation will investigate the possibilities and cost effectiveness of new technology to see if calls may be transferred and more issues resolved at initial contact.  Pilots to test possibilities will be initiated as soon as solutions are identified.

Potential solutions to be proposed by August 2008.

Encountered technology problems.

Changed web forms to being answered in both sites.  Currently collecting data to see if use of web forms and self service technology can be expanded to reduce need for telephone service.

Presentations recommend use of web forms over telephone as responses as this gives time for research and quality checks. 48 hours response time.

Stable Management Team:  A process for the Director, Ottawa CCSC is currently underway.  MG processes for the Ottawa CCSC are underway and are planned to be completed by March 2009.

Director, Ottawa CCSC should have been filled by end of Oct; however, she is still on language training, hope to have the position filled in Jan/09.

Quality Review:  Corporate Compensation will conduct quality and program reviews to identify problem areas and share best practices.  Corporate Compensation will enhance the Control Framework with Quality Assurance and Monitoring.

Enhanced review procedures to be developed by March 2009.
Under development.

Technology:  Corporate Compensation will identify automation possibilities to eliminate paper based manual processing.  Corporate Compensation will also identify opportunities to upgrade and deliver further benefits as a result of the CAS Sustainability (such as Electronic Authorization and Approval) from self-service and case management.

Multi-year implementation to begin after December 2009.

CAS business requirements submitted, work on-going.

December 2008, Winnipeg started accepting scanned paperwork.

Stock Taking:  Corporate Compensation will review this action plan and provide an update including manual and CHLS ticket statistical information to the Commissioner and Betty Bannon.

October 2008 – Betty indicated it was too early to meet.

Meeting scheduled for Jan 6.