Minutes of the National Union-Management Consultation Committee (NUMCC) Meeting

BETWEEN THE CANADA REVENUE AGENCY (CRA) AND
THE UNION OF TAXATION EMPLOYEES (UTE)

Opening Remarks

The Commissioner opened the meeting by welcoming the participants. He remarked that the Canada Revenue Agency (CRA) had wrapped-up another tax filing season, and he recognized the hard work of CRA employees over the past year, who had earned well-deserved kudos. He hoped everyone could recharge over the summer holidays. He noted that the COVID-19 pandemic had become part of everyday life, and that everyone had adapted very quickly to this new reality. He spoke about Christine Donoghue’s appointment as the Chief Human Resources Officer at the Treasury Board of Canada Secretariat, and recognized her outstanding contributions to the CRA and that her appointment could be an asset to the Agency. He also talked about the recent budget that included additional funding to support the Minister of National Revenue’s top priorities and to continue the work of modernizing the CRA. He also addressed the results of the 2020 Public Service Employee Survey for the CRA, which were very positive in terms of the level of engagement from employees. The response rate was higher than the overall public service response rate, which is typical of previous years. National Public Service Week was a success. This year the Agency again recognized and thanked employees for the great work they do every day in serving Canadians. Referring to the 2020 CRA Charitable Campaign, the Commissioner pointed out that it was a success, even if it was done differently compared to previous years. He thanked everyone who donated.

The Commissioner said that he looked forward to another constructive discussion on important issues. He talked about the new rounds of collective bargaining with the Public Service Alliance of Canada (PSAC) that have just recently started in the public service. He said he looked forward to working together in a collaborative and effective manner in hopes that a new collective agreement could be signed in a timely fashion.

The Union of Taxation Employees (UTE) National President thanked everyone for attending the meeting. He recognized the importance of the many informal meetings held with management, but said with the many challenges with call centres, it was good to have a formal meeting. He looked forward to an open and frank discussion. He expressed his satisfaction that the meeting platform was Zoom, given all the issues encountered during last meeting with WebEx.

1. Collective Bargaining

The UTE National President noted that the parties had been able to reach an agreement during the pandemic. However, he said that the last rounds of bargaining had been frustrating because of the length of time it took to reach an agreement. He commented that it has been more difficult and frustrating to have the TBS involved in the negotiation process again. He said that their members are unhappy with the delays, which are unacceptable. He also noted that the tax implications for members are significant because of the large retro payments which result when collective agreements are not reached in a timely fashion. He said the parties need to find ways to complete negotiations sooner.

The UTE second National Vice-President also expressed that it took too long to reach the last collective agreement, and he hoped it would not take as long for this upcoming round of negotiations. This time, the UTE and the CRA have been proactive by already organizing meetings between negotiators to go through various irritants prior to the start of formal bargaining. This should help to move negotiations forward more quickly. He hoped that the appointment of Christine Donoghue to the Treasury Board of Canada would help the parties reach an agreement more quickly. He commented that it is a very different environment compared to the last round of negotiations, with the impacts on work and the workplace caused by the pandemic. He underlined the exceptional work done by their members throughout the pandemic in delivering the nine emergency programs to the benefit of Canadians, and said this will highlighted in the next round of negotiations.

The Assistant Commissioner, Human Resources Branch (AC, HRB), shared that since the last round of negotiations, the CRA has been faced with new challenges but also opportunities due to the COVID-19 pandemic. He noted that the parties were able to come together to finalize negotiations and implement the last collective agreement during the pandemic. As outlined in the President of the Treasury Board’s new supplemental letter, both parties must work collaboratively to explore enhanced flexibilities in working arrangements for both employees and management.

The AC, HRB acknowledged the collaborative efforts of the representatives from both the UTE and the CRA’s Collective Bargaining Teams, who have engaged in pro-active discussions to identify specific issues and to discuss ideas for possible solutions. These discussions have also served to identify ways to modernize the language of the collective agreement in order to reflect current and future operational realities. This approach will assist the parties in setting the stage for productive, effective and timely negotiations for this upcoming round. He said the Agency continues to prioritize positive and constructive relations with PSAC-UTE, as good, stable, and productive labour-management relations should form a cornerstone of good human resource management in the public service. The CRA will therefore support the team in every possible way so that both parties can achieve a settlement in a reasonable timeframe.

The Commissioner expressed that CRA has to be proactive as much as possible to find a resolution in timely manner.

The UTE National President provided an update on their readiness to bargain. He advised that the UTE is currently compiling bargaining demands, and that the final bargaining team could not be established until after the President’s Conference in September when committee members are selected. He noted that it may be difficult to reach an agreement before the expiry of the current one. However, the UTE will prepare while awaiting for the bargaining team to be put in place, and will send notice to bargain soon.

The UTE Regional Vice President (RVP) for Rocky Mountains Region expressed frustration that the joint union-management call centre committee, required under Appendix G of the collective agreement, had not met in quite some time, despite the union’s desire to do so.

The Commissioner thanked the UTE RVP for Rocky Mountains Region for raising the issue, and said that they will move forward on this.

2. Taxability of Phoenix Damages and Delay for Former Employees

The UTE National President opened the topic by strongly expressing the UTE’s deep displeasure and disappointment with the status of both of these issues. On the matter of the taxability of Phoenix damages, he said the Agency’s actions had been perceived as an insult by UTE members. The agreement settled between the PSAC and the TBS on behalf of the CRA was clearly to repair and bring relief to the suffering that members went through caused by Phoenix; therefore damages should not be taxable. He vehemently disagreed with the CRA’s ruling as a tax administration, which determined that the damages for members were taxable. He said that the CRA did not consider the points raised by the PSAC in reaching their determination, and that he believed the ruling did not consider the true nature of the agreement. He advised that the union will continue to fight on this issue.

The Assistant Commissioner, Legislative Policy and Regulatory Affairs Branch (AC, LPRAB), said that based on the CRA’s understanding of the facts, the general compensation provided to all PSAC members under the agreement is taxable. Taxability of other amounts that are case specific will be determined based on the facts of each case. The CRA’s position is consistent with past practice, jurisprudence and its position on taxation of a substantially similar agreement with other bargaining agents.

The AC, LPRAB confirmed that the CRA had met with the PSAC and its representatives to explain its position on taxation, including prior to the signing of the agreement with the Employer. The CRA also reviewed written submissions by the PSAC and its representatives throughout the process. Most recently, the CRA reviewed the written submission from the PSAC’s legal representatives and responded in writing in April 2021 to the technical points raised in that submission.

With respect to the issue of the delay for the claims process for former employees, the UTE National President said that the union is very unhappy about the situation, and that the union has received a tremendous number of complaints from formers employees who have been unable to make claims for Phoenix damages as the necessary form to do so has not yet been issued. He noted that members of other bargaining agents received their forms much more quickly, and questioned why the process is taking so long for employees represented by PSAC. He advised that this is affecting approximately 1600 former UTE members; long time employees of the CRA who feel like they are second class citizens. He acknowledged that the claims process does not lie with the CRA, but asked what the CRA could do to accelerate the process so that the former members could receive the money they deserve.

The AC, HRB responded on the issue of delays incurred by former employees and retirees with respect to the claims process for Phoenix damages. It was a Government of Canada decision that the Treasury Board of Canada Secretariat (TBS) Claims Office take the lead on the implementation of all Phoenix damages payments for active employees, including processing claims for all former employees and estates of deceased employees. A claims process was launched to pay eligible former employees under the 2019 damages agreement with the Professional Institute of the Public Service of Canada (PIPSC), which is available on Canada.ca. However, this claims process does not apply to former employees under the 2020 signed damages agreement with the PSAC. The TBS continues to develop the claims process for former employees represented by PSAC, and the CRA does not have any additional information on the delays or the timelines as to when this process will be available. The TBS has advised that more information will be updated to the Canada.ca webpage as soon as the claims process is ready to be launched and they will be communicating through various social media campaigns. The CRA will continue to proactively communicate any updates it receives from TBS and will ensure that the Compensation Client Service Centre (CCSC) call centre agents are equipped to respond to employees (active and former) that make enquires. The AC, HRB said that he is has no further information at this time, but would happy to inquire behind the scenes and share any additional information he obtains.   

The Commissioner recognized that the two issues are of serious concern to the union and their members. He noted that this is not the first occasion the Agency and the union have an agreement where there is a question of taxability. The Agency has to look at the jurisprudence, the nature of the agreement and the precedents. With respect to the delays being experienced by former employees, he said that although the Agency does not control the process, it has an interest in making its employees happier. The CRA will push for it to be resolved as quickly as possible.

3. CRA’s Workplace of the Future

The Deputy Assistant Commissioner, Finance and Administration Branch (DAC, FAB), provided an update on the CRA’s Workplace of the Future. He said that the health and safety of employees is a top priority, and noted that the CRA continues to ensure that employees who must report on-site are protected through the application of CRA national worksite and re-entry protocols. He noted that COVID-19 forced the CRA to quickly adjust its ways of working, many of which will be lasting changes that will outlive the pandemic. The physical and mental well-being of employees are also key considerations for workplace of the future planning.

The DAC, FAB advised that since the beginning of the pandemic, the CRA has been actively gathering employee feedback through regular surveys. More than 80% of employees would like to continue to work from home on a full-time or part-time basis, and the CRA is taking these results into account as it adjusts its workplace strategies going forward. He noted that employees’ preferences must be balanced with meeting the CRA’s mandate of delivering tax and benefit programs to Canadians.

In order to align with the new ways of working, Agency office space will also have to change. The DAC, FAB expressed that with more employees working remotely, the amount and type of office space needed may change. It is expected that there will be a reduced need for typical cubicle arrangements and an increased need for more collaborative space to support activities that may be better suited to being physically on-site. With a reduced presence in CRA worksites, it would be highly wasteful to have assigned cubicles as we do now that could be empty for a good percentage of the time. Unassigned and shared seating, much like what CRA auditors have been doing for many years now, would allow for the most efficient use of taxpayer dollars.

The DAC, FAB commented that an increased Work from Home posture may offer opportunities to expand our diverse and inclusive workforce. The CRA may also be able to attract and retain the talent needed now and in the future, ultimately reducing traditional geographical barriers. The impact of a Work from Home posture could also significantly reduce the CRA’s national carbon footprint and greenhouse gas emissions through reduced commuting requirements.

The DAC, FAB concluded that achieving this vision, however, will take time. Modernizing the office space for 45,000 people will span over the next 5 to10 years, if not more. The CRA is committed to providing a workplace of the future that is employee-centric, accessible, flexible, technology-enabled and offers various workspaces as well as work-from-home options suited to the Agency's diverse workload. The CRA will continue to look at the work from home environment in conjunction with the corporate policy instruments on virtual work to ensure employees have the right tools and are appropriately equipped to work efficiently from home or from a CRA worksite. As we move forward, the Agency is committed to continuing meaningful consultations with our employees, union partners, and other stakeholders in the development of our future workplace.

The Commissioner commented that this is a live issue for all organizations, and that reopening is much more complex than it was to close everything down at the start of the pandemic. He said the Agency is focusing on communicating effectively with employees, determining their preferences, and understanding business needs and the Real Property and IT implications. He said there will not be a one size fits all solution. He emphasized that this was a process, and that there will be a transition period. The Agency is considering all factors and consulting with all the stakeholders. Although the future is uncertain, the Agency will be thoughtful in the approach it takes.

The UTE First National Vice-President noted that there have been meaningful consultations and conversations with management on this matter. He commented that with greater virtual reporting and geographic barriers falling, there will be new challenges. For example, there may be communication challenges for members who report virtually and may not know who their local union representatives is. Additionally, it will need to be determined how to handle grievances for employees reporting virtually across regions. He asked management whether the process for reopening would follow a national approach, or whether regions would follow their own approach and timelines. He also asked whether reopening was still likely to happen in September.

The Commissioner responded that with vaccines, it appears that September may be a time when things may begin to change. However the Agency will always follow public health guidelines, and any changes are dependant on public health measures being lifted. He emphasized that the message is to not expect big changes at once; changes will initially be incremental. He confirmed that the Agency will take a national approach to reopening. That does not necessarily mean that it will be the same in all regions, and there may be differences. However, there will be a coherent approach that will fit with the vision of the workplace of the future. The Commissioner stressed the importance of maintaining the dialogue between the parties and working collaboratively on the CRA’s workplace of the future, even where there are disagreements. He underlined that it is a significant change as well for managers and we have to make sure that the Agency is equipping them adequately to face this new workplace reality.  

The UTE National President agreed with the importance of having consultations at the national level, and expressed appreciation for the ongoing discussions with management. He said the union wants to ensure that employees who are more comfortable working in the same office either permanently or on hybrid basis, rather than working from home on permanent basis, have the opportunity to do so. He agreed that it should not be a one size fits all solution. He noted that the union faces challenges as an organization in reaching their members, and these challenges will now be on a larger scale. He said the union looks forward to collaborating with the employer to address these issues.

The Commissioner concluded that this is a good opportunity for the parties to use the union-management framework to guide how they move forward on this matter.

4. Discrimination, Harassment, Workplace Violence and creation of new  Occupational Health and Safety Programs Section within the National Human Resources Operations Directorate

The AC, HRB shared an update on the Agency’s progress as it implements the changes to the Canada Labour Code due to Bill-C65. Over the last several months, a joint working group formed under the National Health and Safety Policy Committee (NHSPC) has been working on the various elements of the harassment and violence resolution program. With the coming into force of the new workplace harassment and violence prevention regulations on January 1, 2021, the Agency decided to implement a new team of harassment and violence resolution (HRV) officers who will take on the designated recipient role outlined in the new regulations. In order to better align with the functional model adopted at the Agency, and to ensure better and more flexible services to managers and employees, this new unit will be located in the new Workplace Health and Safety Operations Section, along with the Early Intervention and Return to Work team. The Occupational Health and Safety (OHS) operations team, which was located with the National OHS Section, has joined this section as well, bringing both the prevention and the accommodation services together for the first time. Staffing in support of the new OHS operations unit has concluded and onboarding of new staff has begun.

The AC, HRB advised that a training program has been created for the new HVR officers in collaboration with the NHSPC working group, and a case management system using GCCase was launched on May 25, 2021 to support file management moving forward. The new Workplace Harassment and Violence Prevention and Resolution Procedures were approved on June 7, 2021. When the HVR officers are ready to begin handling cases, a national message will be sent announcing the launch of the Procedures, the implementation of the new HVR officers, and on the CRA training module, which will be an add-on to the training product provided by the Canada School of the Public Service.

Regarding the number of cases of work place harassment and violence, the AC, HRB said that the NHSPC was advised that as of May 28, 2021, there were 48 open cases of workplace violence filed under the former Regulations. As of January 1, 2021, 30 cases of workplace violence and harassment have been opened, two of which have since been closed. Management is committed to keeping the NHSPC informed regarding these statistics and the file in general. In addition, separate reports on grievances and complaints received on discrimination and harassment are provided to the union on a quarterly basis. Complaints that were submitted under the former “complaint process”, in effect prior to January 1, 2021, will continue to be captured on these reports until such time as they are finalized. As a reminder, effective January 1, 2021, complaints are no longer received by the former Discrimination and Harassment Centre of Expertise. Since January 1, 2021, all allegations of misconduct or systemic matters related to discrimination and/or harassment and violence are filed through the grievance process or sent directly to management.

The AC, HRB concluded that as this agenda item is now covered at the NHSPC, it will be removed from the NUMCC as a standing agenda item. If union has specific concerns to be raised, it can request to have the item added to the NUMCC agenda.

The UTE first National Vice-President said that it has been a pleasure working with the NHSPC as it is working well and collaboratively between the parties. He expressed concern that that there may be cross over between the harassment and OHS roles, and said he would like to see a process map and further clarification on how it will work.

The AC, HRB said that he will be happy to walk the union through the process map, and commented that the Agency is being very careful to ensure there are distinct roles and no cross over between the two separate files.  

The UTE National President expressed his agreement on removing this item as standing item from the NUMCC agenda and pointed out that both parties are working well on this file and this should continue.

The Commissioner thanked both parties on the work being completed on this file and recognised the good collaboration between the parties.

5. Situation in the Call Centres

The union requested an update on the situation in the call centres.

The Commissioner opened the topic by stating that call centres have been a pressure point for the Agency throughout the pandemic, and recognized that everybody has worked very hard to provide Canadians with the service they needed during a difficult situation.

The UTE National President indicated that the situation in the call centres has been challenging for some years now, even prior to the pandemic, and the union has long been advocating for additional resources. He was glad to see additional resources brought in to address the unprecedented call volumes, and wished it could have been sooner. The UTE National President also raised concerns about the delays encountered in reaching an agreement on filing season work schedules (hours of work matrix), although he was happy that the parties were ultimately able to find a compromise to satisfy everyone. He commented that the relationship with the Assessment and Benefits Services Branch (ABSB) had been tense at some points, but that the parties continue to work together productively. He noted that the parties have reached an agreement in principle on the Variable Schedule Arrangement which will last until the expiry of the current collective agreement, and that this will provide some measure of stability. 

The Chair of the Call Centre Committee expressed his dissatisfaction with the fact that the committee had not met since September 2020, despite the union’s request to do so. The lack of information is problematic for the union committee members who cannot share updates with their members.

The Assistant Commissioner, Assessment and Benefits Services Branch (AC, ABSB), said he was pleased with the variable work arrangement, which allows smooth service delivery on Saturdays and evenings and also aligns with the commitment made by the CRA to improve the level of service to Canadians. The AC, ABSB shared that contact centre agents have been paramount to the work the CRA is doing to support Canadians during this difficult time and thanked them. The CRA has taken a number of key actions to maintain service to Canadians while focusing on call centre employee well-being. Early in the pandemic Collections and Verification Branch (CVB) employees were temporarily moved to call centre workloads, and volunteer agents were deployed. Aggressive hiring has almost doubled the current workforce, relieving pressure on agents. Employees are encouraged to take their vacation, use their collective agreement-mandated time off the phones, and to participate in well-being initiatives.

The AC, ABSB expressed that while wait times were very long in April and May 2021, driven by high call demand and long call handle time, things appear to be improving as filing season is essentially finished and many of the security related calls are winding down.

The AC, ABSB highlighted the positive Public Service Employee Survey (PSES) results for ABSB contact centre employees which demonstrate the CRA’s success in maintaining agent job satisfaction, well-being, and trust in management. The AC, ABSB commented that despite these positive results, there is still room for improvement. There have been numerous consultations which are essential in helping the Agency make decisions that are mutually satisfactory and that will have a positive impact on employees. The CRA is committed to continuing meeting with the union and to strengthening the relationship between the parties.

The Director General, Call Centre Services Directorate, responded to the union’s concern that the Call Centre Committee had not met since September 2020. He said the parties had agreed to pause meetings until after tax filing season, and was unaware of the union’s request. He would be happy to have a committee meeting arranged. He noted that the branch has continued to have numerous consultations with UTE representatives on call centre issues outside of the committee forum.

The Deputy Assistant Commissioner, Collections and Verification Branch (DAC, CVB), advised that in the wake of the pandemic, core program activities were pivoted to prioritize the issuance of refunds and benefits to taxpayers in urgent need while balancing the Agency’s People-First philosophy. At the beginning of the pandemic the CVB was able to support ABSB by shifting Debt Management Call Centre (DMCC) and Accounts Receivable National Inventory (ARNI) employees to call centre workloads. While the DMCC is not experiencing the same challenges as ABSB’s call centres, they are facing multiple challenges, some due to the current pandemic, and others due to the nature of the workload. One such challenge is the ever increasing scepticism from taxpayers. Adapted scripts were created with the agent’s mental health in mind, and additionally, the Collections Directorate has temporarily suspended the procedural requirement to give legal warning. The DMCC now has the volume of calls to keep their agents busy at the right levels to meet Agency service standards for Canadians. The focus will be to continue to support the DMCC, and it is expected to staff up in the following months to handle the increased call volume anticipated when the notices of debts related to emergency benefits are issued in early fall.

The DAC, CVB concluded that the CRA will continue to safeguard the health and safety of employees in the current environment, while maintaining service to Canadians and ensuring the integrity of the emergency benefit programs. She recognized that employees have been shifted from other programs and workloads to support the emergency benefit programs, and said management would continue to work closely with the union throughout these changes to address any concerns.

The Commissioner commented that the call centres were a tremendous source of pressure for the Agency, not only as a result of increased call volumes from the new emergency benefits, but also from the unanticipated fraud-related workload. He said that call centres had adapted well, and was pleased that the quality of the calls was very high. He recognized that there were positive developments and opportunities for the Agency, as well as some lessons learned. He noted that at times the Agency needs flexibility in how it responds to pressures, as call centres can experience peaks and valleys in call volumes. He remarked that there were things both parties could work on to ensure the union-management philosophy was operating at peak efficiency. The Commissioner expressed his overall satisfaction with the funding that has been secured, the training of new agents, as well as the ongoing efforts to create a better work environment for call centre employees.

The UTE National President commented on the impact of staffing levels on UTE members, and the difficult time they had been through. He reiterated that the last few years have been difficult in call centres, and that the union has asked for additional resources. He expressed concern about employee’s mental health and exhaustion due to heavy pandemic workloads. Employees are tired and exhausted. Now that staffing levels have increased, he urged management to ensure they are sustained in order to maintain a healthy work environment for members. He did not want the current staffing levels to only be a temporary reprieve, and expressed hope that the government will provide the necessary funding to stabilize staffing in future. He also asked that the union be involved in any discussions if there are any upcoming changes.

The Commissioner assured the union that the Agency was working hard to secure call centre funding. He believed that work volumes were currently stable, and recognized that call centre agents have very stressful jobs. He said the parties will continue to have conversations about the best course moving forward, and said the system will require greater flexibility for the longer term. He committed to keeping the union advised should there be any indication of funding changes.

6. Outsourcing of Workloads to the Private Sector

The UTE National President said that while he had been pleased to receive confirmation that an additional 2000 employees would be hired for call centres, he had been very unhappy to hear that the Agency would also be outsourcing. The union is against outsourcing, and was angry and unhappy with this decision. He did not appreciate that discussions on this topic had ended abruptly. He recognized that the outsourced workload was a result of the emergency pandemic benefits, and this was not a natural workload for the CRA. Nonetheless, UTE members had worked hard, were exemplary, and it was frustrating that the employer gave this work to the private sector. He asked the Commissioner to confirm the Minister of Revenue’s public statement that the initiative was temporary and that contract would not be renewed. He said it was important that the CRA commit to finding resources internally to accomplish the work, should it continue. He said the work can be done better by CRA employees, who are well paid and better trained. He noted that this is less costly to taxpayers and eliminates the risk of breach of confidentiality.  

The Commissioner commented that the contract with private sector company Maximus was necessary given the circumstances. The contract will end at the end of August and will not be extended. It is possible the Agency may repeat the initiative in future to assist call centres in the face of another pandemic or other crisis. He said the parties will have further conversations about call centres which will part of a larger discussion.

The AC, ABSB commented that the service provided by Maximus related to the Canada Emergency programs only (not tax related), and was helpful as a small but important contribution during a difficult period. He said that the company did a good job, relieving CRA employees by reducing call volumes on the main lines. It allowed the Agency to focus on its core mandate while hiring and training new call centre employees.

The UTE National President said he understood but disagreed. He expressed satisfaction that the contract will not be renewed. He said that job security was the union’s top priority, and noted that the UTE and other PSAC elements will continue to campaign against privatization in the public service. He stated that the union will rapidly mobilise if the Agency considers contracting out again; meaningful discussions could produce solutions to avoid having work contracted out. He remarked that UTE members have demonstrated their capability and excellence in delivering service to Canadians.

The Commissioner commented that the dialogue is productive and that it would be continued as a more open and full discussion moving forward, and not under pressure in an emergency as during the pandemic. He said the Agency must determine how to make the best use of its employees, who might not work in call centres at the moment, but who could provide assistance. This is a larger issue that needs to be part of that open discussion.  

Service by Design

The Director General, Research and Innovation Lab Directorate; Service, Innovation, and Integration Branch (DG, RILD); shared an update on the CRA’s service transformation journey. The focus is on moving the Agency closer to becoming a people-centric organization and supporting employees along the way through achieving three objectives: improving and transforming client experiences, creating a people-first environment, and integrating client experience across the Agency.

The DG, RILD shared some highlights from the branch’s current projects and recent successes. Towards improving and transforming client experiences, the Service, Innovation, and Integration Branch (SIIB) recently finalized the new ethnographic study on seniors’ experiences with retirement finances, taxes and benefits, and is working on recommendations and service improvements based on the study’s findings. The SIIB is also pursuing the end-of-life journey project to better understand and improve the journey of first time executors and tax professionals as they fulfill a deceased individual’s tax obligations. They are conducting research and engaging with employees, tax professionals and past executors, and using findings from virtual design jam sessions with past executors to get their perspective on potential solutions and opportunities for improvement.

With respect to creating a people-first environment, the empathy awareness campaign launched in October 2020 was a success and the CRA will continue to use similar awareness campaigns to further advance our People First philosophy and service culture. Regarding the integration of client experience across the Agency, client consultation mechanisms are being evaluated, such as Serving You Better and Serving Canadians Better, and the key partners are being involved to develop an integrated approach to sharing information from these consultations across the Agency.

The DG, RILD concluded by saying how all the efforts to help the Agency become a more people-centric organization would not be possible without the great work of its employees. It is reassuring to know that CRA employees can always be counted on, and they have demonstrated that throughout the pandemic.

The UTE National President said the union is familiar with the initiatives to improve service to Canadians as the union has been consulted on them through the Service Council. He said he had been receiving regular reports of the good work being done. He noted that improvements to service benefit everyone, and underscored that he is very proud of the work being done by UTE members. He advised that if there are issues related to service, the UTE will hear from their members and representatives, and will convey those issues to management.

The Commissioner thanked both parties for the collaborative work being done to improve CRA service to Canadians. He said the Agency will to continue to engage and find better ways to deliver service.

Closing Remarks

The UTE National President remarked that it had been a challenging time for everyone. He advised that the union has been very busy, and was preparing for their upcoming convention in July. He expressed pride in the work accomplished by UTE representatives and their executive council, which has been working diligently on behalf of members. He was glad for the opportunity to have one more formal meeting with management before the upcoming convention. He said that it was a good meeting with important topics discussed by the parties, and noted there will be some follow-up items. He expressed satisfaction with the Commissioner’s confirmation that the private sector call centre contract will not be renewed, and noted the discussion on contracting out will continue. He thanked all participants for the good discussion, and expressed hope that the next NUMCC would be held in person. He wished everyone a good and safe summer, and encouraged all to get their second shot of vaccine and to stay safe.

The Commissioner concluded by wishing a great summer to all participants, and said he was looking forward to the next meeting in December. He hoped that it will be held in person, but noted there is still some uncertainty. He remarked that the common theme of the meeting was that the parties need to ensure there is continuing dialogue on issues. He said that will be easier as we move toward a more stable and predictable environment. He said there are important long-term issues about how the Agency moves forward, and looked forward to having those discussions.

The AC, HRB took the opportunity to recognize the contributions of Linda Koenders, RVP National Capital Region, who is retiring after 40 years. He said that she had been an extremely valued partner, contributor, and collaborator to HRB and the Agency as a whole. He wished her well in her retirement.