Minutes of the Technological Change Committee

Technological Change Committee
Minutes of the Technological Change Committee
November 22, 2018

IN ATTENDANCE:

Brian Oldford, Chair
Kimberley Koch, Co-Chair
Greg Krokosh, Co-Chair
Idriss Goundiam, Member
Mathieu Juneau, Technical Advisor

1. Review and Approval of Previous Minutes

2. Digital Mailroom:

  1. Items to be confirmed with the employer at upcoming meeting:
    1. Confirm whether it will only be 10% of the workload that will be affected and that it will have minimal impact on workforce, i.e. no WFA.
    2. How many employees currently work in the mailrooms? Determinate vs. indeterminate?
    3. Rationale for outsourcing?
    4. Any effort to not outsource at least part of this project?

3. Article for Newsletter:

Subject: Digital Mailroom Project (Idriss to draft and Committee members to review).

4. Changes or Ideas Needed for the Committee:

  1. Discussion of other possible newsletter articles for the future, including T1 System Redesign.
  2. Formatting for future articles: information briefs following longer newsletter articles.

5. Updates by Employer

  1. Collections Verification: the system is frozen.
  2. Contact Centre: to be implemented next week (not complete system because recording of screens will be unavailable). There is a concern about team leaders being able to talk into agents’ ear while they are on a call that is taking too long. Are teleworkers part of the system; i.e. are their calls being recorded, too?
  3. Digital Services Strategy: When the e-mail capability will be functional taxpayers will be able to e-mail the CRA and obtain answers; how will this affect the workload?
  4. DARS: How it will affect the 400 employees concerned? Will all of them be trained on the new system? Any movement here? Are accommodations being addressed (long delays because these now flow through HR)?
  5. Written updates: request again that the employer provide these to us, as we discussed and pushed for at the previous meeting.
  6. T1 System Redesign: What did they do with our feedback? Any plans to make the font size bigger? May take this to the National Health and Safety Policy Committee if not dealt with here.

6. Call Centre Phone System

  1. Request approximate date of implementation.  
  2. Request that this be added as an agenda item for the May 2019 meeting.