Technological Change Committee

Sub-Committee Meeting Written Updates

November 5, 2009
  1. INTEGRATED SPEND MANAGEMENT
  2. TELECOM EXPENSE AND INVENTORY MANAGEMENT SYSTEM
  3. E-RESOURCING
  4. CAS SUSTAINABILITY PROJECT
  5. 2D BAR CODE FOR CHARITIES RETURN WITH T3010B
  6. ELECTRONIC TRANSFER OF ACCOUNTING DATA
  7. compliance systems redesign
  8. MANDATORY ELECTRONIC FILING
  9. MY ACCOUNT FOR INDIVIDUALS – TAX AND BENEFITS
  10. MY BUSINESS ACCOUNT
  11. THIRD PARTY PRIVILEGED MANAGEMENT
  12. tax free savings account
  13. BENEFITS ONLINE APPLICATION
  14. GST/HST REDESIGN
  15. PAYMENT MODERNIZATION
  16. WORKING INCOME TAX BENEFITS
  17. BENEFITS WORKFLOW CONSOLIDATION
  18. AUTOMATED BENEFITS APPLICATION
  19. EFILE AND 2D BAR CODE RETURNS
  20. MY PAYMENT – INTERAC ONLINE
  21. GST/HST BAR CODE
  22. PAYDAC RENEWAL – SOURCE DEDUCTIONS ACCOUNTING, FUNCTIONAL TRANSFER TO THE ASSESSMENT AND BENEFIT SERVICES BRANCH
  23. TRUST COMPLIANCE NATIONAL INVENTORIES
  24. NATIONAL QUALITY AND ACCURACY LEARNING PROGRAM
  25. INTERACTIVE INFORMATION SERVICES / SMARTLINKS
  26. IN-PERSON COUNTER REDESIGN
  27. ELECTRONIC BILL PRESENTMENT
  28. INTEGRATED REVENUE COLLECTIONS
  29. END USER APPLICATION DEVELOPMENT MACRO RELEASES
  30. TRUST EXAMINATION AUDIT SYSTEM
  31. E-LEGAL DOCUMENTS
  32. government programs letterbook system (gpls)

1. INTEGRATED SPEND MANAGEMENT

(ROGER HOUDE)

ISSUE

Management will provide an update on the Integrated Spend Management (ISM) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that delivery of training to end users had been accomplished through a one week “train-the-trainer” session given in December. These employees then rolled-out the training to all end-users during January and February. Work was underway to develop e-Learning products that would allow existing and new users greater independence in learning to navigate and use Synergy.

The Go-Live Date for Release 2 was January 22, 2009; and, at the time of the meeting, the system was in use by approximately 1500 people across Canada. A phased introduction of the eight catalogues was chosen to mitigate risks, and all catalogues should be on-line by early May.

MANAGEMENT’S WRITTEN RESPONSE

Transition from WBRO to Synergy (ISM Tool) is now completed and all 9 catalogues along with the acquisition card module (for non-catalogue transactions) are now under Synergy. We still have the same 1500 Users (acquisition card holders) doing those transactions.

2. TELECOM EXPENSE AND INVENTORY MANAGEMENT SYSTEM

(ANGELE GOSSELIN)

issue

Management will provide an update on the Telecom Expense and Inventory Management (TEIM) System initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management informed the Union that the project was in its planning and design stage, and that there was no new information to report at the time.

management’s written response

The analysis work on system application options and recommendation is completed. The templates and presentation for system approach approval to the Finance and Administration Corporate Systems Steering Committee are under preparation.

3. E-RESOURCING

(CAREN DENAULT)

ISSUE

Management will provide an update on the e-Resourcing initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that the eResourcing Project continued to move forward with implementation. Internally, this solution was now known as the Electronic Recruitment System (ERS).

The next steps included developing a project plan and other critical documents for the national implementation phase of the project; identifying the business requirements for the Student and EC groups and updating the solution accordingly; determining a solution for the Common Look and Feel (CLF) requirements and implementing the solution; and working with various stakeholders to develop content required for the national implementation.

The national implementation was expected for 2010. Management did not anticipate any human resources impacts.

MANAGEMENT`S WRITTEN RESPONSE

The pilot selection process underway within ITB is progressing well. Hiring managers are being trained on the product in order to place candidates.

We continue work to:

  • identify the business requirements for the Student and Executive (EC) groups;
  • address issues with respect to Common Look and Feel (CLF) and accessibility requirements; and to
  • define the interface requirements with the Corporate Administrative System (CAS).

This work is a pre-requisite to our establishing the timeline for national implementation. We still do not anticipate that there will be any human resources impacts.

4. CAS SUSTAINABILITY PROJECT

(CLAUDE BOURGET)

ISSUE

Management will provide an update on the Corporate Administration System (CAS) Sustainability Project initiative.

BACKGROUND

At the May 7, 2009 meeting, Management stated that all functionalities would undergo User Acceptance Testing (UAT) to ensure that changes met the business requirements, and that unaffected functionalities still operated as intended. Each program area would plan for and conduct this testing.
All portal functionalities would undergo Accessibility testing by Adaptive Technology. Test preparations were underway for the July 2009 release.

MANAGEMENT’S WRITTEN RESPONSE

Completed Activities

  • User Acceptance Testing (UAT) was carried out for all functionality, and identified a number of issues, most of which were resolved. Several non-critical issues are still outstanding, and will be resolved in future releases.
  • Accessibility testing was carried out for some portal functionality (the focus was on the most commonly-used services). Specific job aids for adaptive technology users were also made available.
  • Release 1 (Portal / Technical Upgrade) went live as scheduled on July 2, 2009.
  • System performance issues arose immediately after the release, but were largely resolved within a few weeks.
  • Outreach sessions were delivered to employees and managers throughout the organisation in June, and were well-received.

Planned Activities

  • Multiple Spending Authorities (Release 2) is currently in the coding and configuration phase, on track for an April 2010 release, and will be available in March for Finance and Administration Branch to set the budgets.
  • The Fit-Gap and Solution Design activities for Releases 3, 4, and 5 are on schedule.
  • An update to the Detailed Planning Report will be presented to RIMC in Feb. 2010 in order to obtain implementation funding for Releases 4 and 5.
  • The Manager User Group (MUG) will continue to be leveraged for end user consultations.
  • Procurement of a new CAS training tool is on track to support the development and delivery of new training material related to Multiple Spending Authorities, in time for the April 2010 release.

5. 2D BAR CODE FOR CHARITIES RETURN WITH T3010B

(BRYAN MCLEAN)

ISSUE

Management will provide an update on the 2D Bar Code with T3010B initiative.

BACKGROUND

At the May 7, 2009 meeting, Management stated that this initiative was still on target for a Spring/Summer 2009 delivery. At the time, it was difficult to speculate as to how many T3010B returns would be scanned via the 2D bar code in the coming year.

MANAGEMENT’S WRITTEN RESPONSE

The 2D Barcode initiative was implemented as planned on June 16, 2009.

As of October 16, 2009, 309 T3010B returns were scanned via the 2D bar code system.

Take up rate will be monitored over the year and any related technological impacts will be monitored and reported.

6. ELECTRONIC TRANSFER OF ACCOUNTING DATA

(MARK RICHER)

ISSUE

Management will provide an update on the Electronic Transfer of Accounting Data (ETAD) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that the application pilot was put into production in February 2009. The training and information sessions were provided to Small Business Auditors of the Newfoundland and Labrador, Edmonton, Nova Scotia and Sudbury Tax Services Offices (TSO). The ETAD application would be piloted for a period of approximately six months, after which there would be an evaluation, adjustments and possible expansion to other TSO’s and/or other audit programs during the fall of 2009.

There would be no impact on human resources as a result of this initiative.

MANAGEMENT’S WRITTEN RESPONSE

The number of files received using ETAD by the Small Business population is very low. In June 2009, the Large Business Audit program of the Vancouver TSO was added to the pilot. Phase II of the ETAD pilot will consist of expanding it to all the other audit programs (Medium Business, Specialty Audits, International Audits, Office Audit, etc.) under the Audit Division from the same piloted offices. The training and information sessions will be provided during the fall 2009. A communication insert for taxpayer businesses to promote ETAD has also been developed and will be shared at the sessions. This will hopefully increase the number of records received by ETAD and will help conduct a more robust analysis for this initiative.

7. compliance systems redesign

(GILLES P. SÉGUIN)

ISSUE 

Management will provide an update on the Compliance Systems Redesign (CSR) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management informed the Union that the CSR would focus on modernizing management information systems. It would use an iterative approach to develop an integrated suite of solutions. Major releases were planned for each of the next three years, the first of which was scheduled for October 2009.

The main target client for Release 1 was the Office Audit Business Program. The first deployment, scheduled for November 2009, would be done in the Atlantic Region and would be used by 23 TSO employees and 33 Tax Centre (TC) employees at the SP-04, -05 and MG-03 levels. Training would be provided in June and a team would be on site to provide assistance when the initiative was deployed. Management confirmed that this initiative would have no WFA impacts.

MANAGEMENT’S WRITTEN RESPONSE

The main target for Release 1 remains the Office Audit Business Program, both in the Tax Service Offices (TSOs) and Tax Centres (TCs).

In order to minimize the impact on businesses, CSR will be implementing a gradual rollout for Release 1. By October 2009, the Taxpayer View (TPV) component of the Release 1 solution has been nationally deployed to the Office Audit Business Program. It is estimated that this will involve 250 SP-04/05, 10 SP-02 (support staff) and 45 MG-03 levels. In addition, there will be about 6 Office Audit HQ staff at the SP-07/08 level.

Based on requests from the business areas themselves, the following program areas will also have access to TPV:

  1. Workload Development & Business Analysis Division (up to 80 AU-01/02 levels)
  2. Enforcement & Disclosure Directorate – HQ (4 staff at SP08 and AU-03/04 levels)

The TPV, as confirmed by users during a pilot, is considered extremely intuitive. A Learning Product has been developed for users, using PowerPoint format and augmented by snapshots of actual screens and audio visual demonstrations. Users are to complete the training at their desk as a self study and it is estimated to take half a day. Once TPV has been deployed, users continue to have access to systems they had access to prior to the deployment. The Compliance Programs Support Services (CPSC) provides the first level support to users.

The rest of the Release 1 suite of solutions will be deployed in December 2009, followed by “Beta Testing” by a limited number of users starting in January 2010. Based on the outcome of this “Beta Testing”, it is hoped that the Release 1 suite of solutions will be deployed nationally in April-May 2010 to the Office Audit Programs in the TSOs and Office Audit-HQ. This will involve up to 350 employees at the SP -04/05 and SP-07/08 levels that would have already been using the TPV component. Similar to the TPV deployment, the necessary training tools and post deployment support will be in place prior to national deployment.

8. MANDATORY ELECTRONIC FILING

(RICHARD MONTROY)

ISSUE

Management will provide an update on the Mandatory Electronic Filing initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that, commencing in 2010, corporations with gross revenues exceeding $1 million would be required to file electronically, as were information slip issuers filing more than 50 information slips. Impacts on staff would remain unchanged and would be managed through attrition and reassignment.

MANAGEMENT’S WRITTEN RESPONSE

Impacts on staff remain unchanged and will be managed through attrition and reassignment as previously stated.

9. MY ACCOUNT FOR INDIVIDUALS – TAX AND BENEFITS

(TIM COUGHLIN / DAVE BENNETT)

ISSUE

Management will provide an update on the My Account for Individuals – Tax and Benefits initiative, including any human resources impacts.

BACKGROUND

Individual Returns & Payments Processing Directorate (IRPPD) Portion

At the May 7, 2009 meeting, Management stated that only maintenance activities are scheduled. No impacts on human resources were expected for the July 6, 2009 release.

For release 15 (February 15, 2010), taxpayers would be able to view their Tax-Free Saving Account (TFSA) information.

MANAGEMENT’S WRITTEN RESPONSE

Individual Returns & Payments Processing Directorate (IRPPD) Portion

In addition to taxpayers being able to view TFSA information on My Account after release 15, data from pre-match information slips (T4A(P), T4A(OAS), T4E) will be displayed.

Benefit Programs Directorate (BPD) Portion

Starting on February 15, 2010, the calculation and the payment details of the Ontario Senior Homeowners' Property Tax Grant (OSHPTG) will be displayed.

Release

Release date

Release period

# of log ins for period

1

June 16, 2003

June 16/03 to October 6/03

83,834

2

October 6, 2003

October 6/03 to February 9/04

129,594

3

February 9, 2004

February 9/04 to November 4/04

1,988,121

4

November 4, 2004

November 4/04 to February 14/05

270,914

5

February 14, 2005

February 14/05 to October 3/05

1,240,945

6

October 3, 2005

October 3/05 to February 13/06

315,958

7*

February 13, 2006

February 13/06 to July 11/06

1,341,822

8

July 11, 2006

July 11/06 to February 12/07

954,809

9

February 12, 2007

February 12/07 to July 11/07

2,022,654

10

July 11, 2007

July 11/07 to February 11/08

1,196,350

11

February 11, 2008

February 11/08 to July 9/08

2,222,233

12

July 9, 2008

July 9/08 to February 9/09

1,364,167

*There was a minor release 7A on January 12, 2006, and a release 7B on February 13, 2006.

10. MY BUSINESS ACCOUNT

(RICHARD MONTROY)

ISSUE

Management will provide an update on the My Business Account (MyBA) initiative.

BACKGROUND

At the May 7, 2009 meeting, Management stated that, as of February 2009, 52,610 business owners had registered and logged in 245,106 times. Representatives’ visits increased 469% compared to August 2008. Despite the increase in access to MyBA, there was no notable impact on telephone enquiries.

MANAGEMENT’S WRITTEN RESPONSE

In 2009/2010 the 67,379 business owners registered for MyBA accessed the portal a total of 64,144 times. Representatives accessed business information 197,032 times during the same period. These figures cover the period of April 1, 2009 to August 31 2009. There was no notable impact on telephone enquires.

11. THIRD PARTY PRIVILEGED MANAGEMENT

(DAVE BENNETT)

ISSUE

Management will provide an update on the Third Party Privileged Management initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that the October 5, 2009 release would allow representatives to view the transactions performed on their business clients' accounts, and that they would be able to download a summary of their individual clients' tax information and download their client lists.

The April 5, 2010 release would allow businesses to better control a representative's or employee's access to business client information by authorizing them at a group level.

MANAGEMENT’S WRITTEN RESPONSE

The ability to download information as well as the ability for businesses to authorize at the group level have been deferred to a later release.

It is not anticipated that these initiatives will have any human resources impacts.

12. tax free savings account

(DAVE BENNETT)

ISSUE

Management will provide an update on the Tax Free Savings Account (TFSA) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that the TFSA had been introduced as part of the 2008 Federal Budget and came into effect on January 1, 2009. Starting in February 2010, the TFSA-issuing financial institutions would provide the CRA with individual account holder information including contributions, withdrawals and other details. An automated TFSA processing system was being developed; however, a Processing Unit would be required for certain tasks, such as handling exception cases, as well as administrative relief requests.

Management indicated that the anticipated number of employees that would be required, as well as the locations of the Processing Units, would be provided in the fall of 2009.

MANAGEMENT’S WRITTEN RESPONSE

The TFSA processing unit (TPU) will be located in the Ontario Region, reporting to the Ottawa Technology Centre. It will fall under the responsibility of the Data Assessment and Evaluation Programs Division located at 2215 Gladwin Crescent. The Assessment and Benefit Services Branch principles for workload distribution were used in determining the best location for the TPU.

The TPU is scheduled to commence its operation in mid-February 2010. The anticipated number of employees at start-up will be 17 and should increase in size to approximately 35 employees by May 2010. The actual size of the unit on a yearly basis will vary dependant on the volumes of work received, with a peak period from mid-January to the end of April. At the start, the supervisors will be existing permanent employees and jobs for the SP category staff will be determinate. As the TPU activities are better defined and workloads ascertained, permanent positions will become available.

All required training for the new employees will be provided by Headquarters.

13. BENEFITS ONLINE APPLICATION

(TIM COUGHLIN)

ISSUE

Management will provide an update on the Benefits Online Application (BOA) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that there would be no Human Resources (HR) impacts from this initiative. The 100% review of all online applications that were processed in the first six months had been completed and found no major compliance issues. Based on these results, no further random validation projects would be conducted.

MANAGEMENT’S WRITTEN RESPONSE

No new development scheduled. Management would therefore recommend that this item be removed as an item on the Technology Change committee meeting’s agenda.

14. GST/HST REDESIGN

(RICHARD MONTROY)

ISSUE

Management will provide an update on the Goods & Services Tax / Harmonized Sales Tax (GST / HST) Redesign initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that the GST/HST Redesign move to the business common platforms release had been implemented in April 2007, and that there had been three subsequent stabilization releases since then.

The project was in its final stages and would officially be closed in the 2009/10 fiscal year. There had been significant workload changes for the GST/HST program in Accounting, Returns Processing and Rebates Processing.

The expected impact on human resources would be a 133 FTE increase. The Union asked for the number of employees that would be impacted by this initiative. Management indicated that, although determining the actual number of employees the FTE count represented would be difficult, it would look into the matter and get back to the Union.

The Union also noted that this initiative was not completely implemented in the field, and would like to see the final report before it was removed from the written updates.

MANAGEMENT’S WRITTEN RESPONSE

This project was officially closed following the Resource and Investment Management Committee (RIMC) recommendation on September 29, 2009. GST/HST Redesign resulted in significant program impacts in Accounting and Returns and Rebates Processing across the Tax Centres.

It was initially (2007) expected that the impact on human resources would be an increase of 167 FTE’s; however, the resulting HR impact was actually an increase of 133 FTE’s. Management indicated at the last meeting that determining the actual number of employees the FTE count represented would be difficult but would look into the matter and get back to the Union. Having maintained the processing service standards with the above number of FTE’s (i.e. an increase of 133) in Accounting, and Returns and Rebates Processing over the past year, it is felt that the number is accurate and will remain constant assuming the current workload levels are maintained.

The union noted that this initiative had not been completely implemented in the field at the last Tech Change meeting; however, implementation occurred following the major system release in April 2007, and while there may have been a learning curve and the necessity for system stabilization, the new procedures were put in place in accordance with the system release. As a result, implementation is considered complete, and Management recommends removing this topic from the written update.

15. PAYMENT MODERNIZATION

(SUE WORMINGTON)

ISSUE

Management will provide an update on the Payment Modernization initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management provided the following updates:

Financial Institution (FI) Remitting / Remote Keying

The Shawinigan TC began utilizing the remote keying functionality in May 2008. The conference calls were held for 5 months between Headquarters, the Ottawa Technology Centre (OTC) and the Shawinigan TC to ensure the work was on track. The workload continues and is running smoothly. While Management requested that this item be removed from the Written Updates, the Union requested that this item be kept since direct remittance would be implemented in October 2009.

Direct Remitting

The human resource impact at the OTC would be five (5) determinate SP2 employees for the fiscal 2009-2010 and an additional five (5) determinate SP2 employees for 2010-2011. The project was on target.

MANAGEMENT’S WRITTEN RESPONSE

Financial Institution (FI) Remitting / Remote Keying

There is no change to the status of FI Remitting / Remote Keying as it continues to run smoothly as stated in the May 7, 2009 update. Management suggests that this item be removed in future updates.

Direct Remitting

The Banctec, Direct Remitting process at the OTC commenced on October 5, 2009. There is no change to the human resource impact as indicated in the May 7th, 2009 update.

16. WORKING INCOME TAX BENEFITS

(Advance Payment)

(TIM COUGHLIN)

issue

Management will provide an update on the Working Income Tax Benefits (WITB) initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that an agreement was successfully brokered on January 5, 2009 with Service Canada to have WITB pamphlets and WITB advance payment applications in the Service Canada centres. Also, a targeted mail-out was completed in February 2009, inviting current WITB tax credit recipients to apply for the advance payment.

The Public Affairs Branch was also conducting a promotional mail-out campaign to potential WITB recipients to raise awareness of the tax credit and the advance payment. This campaign was scheduled for March 2009.

The impact of the two campaigns was not yet known, but Management believed that that no downward adjustment would take place in 2009/2010.

MANAGEMENT’S WRITTEN RESPONSE

Benefit Programs Directorate mailed approximately 30,000 letters of invitation along with the WITB advance payment applications to a targeted population of potential eligible individuals. In addition, the Public Affairs Branch mailed 600,000 information packages to potential WITB candidates. The result of the two awareness campaigns did not cause a significant increase to the WITB advance payment.

The workload will continue to be funded in full through 2009/2010 based on anticipated volumes; no downward adjustment will take place.

No new development scheduled. Management would therefore recommend that this item be removed as an item on the Technology Change committee meeting’s agenda.

17. BENEFITS WORKFLOW CONSOLIDATION

(TIM COUGHLIN)

issue

Management will provide an update on the Benefits Workflow Consolidation initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that the status remained the same.

MANAGEMENT’S WRITTEN RESPONSE

A third system, which is a new letter creation system (Enterprise Customized Output), will also be implemented at the same time.

Status remains the same that there is no impact to human resources with the implementation of the new systems within Benefits Workflow Consolidation Project. Training will be provided to each tax centre between February and April 2010.

18. AUTOMATED BENEFITS APPLICATION

(TIM COUGHLIN)

issue

Management will provide an update on the Automated Benefits Application initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that the Memoranda of Understanding (MOU) had been signed with both Nova Scotia and Prince Edward Island (PEI) and was in progress with British Columbia (BC) and Ontario. There were plans to pilot this initiative at the St. John’s TC by late March/early April 2009, with the process being fully automated in July. Implementation was expected to take place in BC and PEI in June and July 2009 respectively, and in November 2009 in Ontario. The remaining provinces and territories will be scheduled over the next 2-3 years.

Management would continue to assess the HR impact based on further analysis which would be affected by the take-up rate of the new service by the early adopters.

management’s written response

Memoranda of Understanding have been signed with Nova Scotia, British Columbia and PEI and are in progress with Ontario. The initial pilot was launched in Nova Scotia (St. John’s TC) in April 2009 with the process being fully automated in July. Implementation took place with BC in July and PEI is now slated for October 2009. Expected implementation with Ontario is June 2010. A preliminary meeting has been held with Quebec with a potential implementation in late summer 2010. The remaining provinces and territories will be scheduled over the next 2-3 years.

We continue to assess potential HR impacts based on data related to take-up of the new service by the early adopters. In addition, regional consultation has taken place for the purpose of gathering workforce information (e.g. determinate vs. indeterminate FTE’s by related activity) from each tax centre. HRB has been provided with this data and is currently conducting their analysis. We are awaiting their findings; however, initial review indicates that there should be no impact on indeterminate staff.

19. EFILE AND 2D BAR CODE RETURNS

(DAVE BENNETT)

issue

Management will provide an update on the initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management informed the Union that this initiative had been implemented as expected in February 2009. The estimated impacts had already been provided at the November 6, 2008 meeting. Actual impacts would be known at the end of the 2009 Program (January 2010).

management’s written response

As of September 30, 2009 the estimated impact appears to be in line with the original forecast of a total decrease of 7.9 FTEs nationally. Therefore, there are no new developments to report.

20. MY PAYMENT – INTERAC ONLINE

(SUE WORMINGTON)

issue

Management will provide an update on the My Payment – Interact Online initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management informed the Union that the My Payment self serve web application would be implemented in the fall of 2009. Impacts would depend heavily on public perception and take-up rates, which were expected to be gradual. Management projected the take up rate at 1% in the first year and up to 5% in the second year.

The human resources impacts included 2 determinate SP2 positions, in fiscal year 2009-2010, and 9 in 2010-2011, at the Ottawa Tax Centre (OTC) only.

management’s written response

My Payment was implemented on October 5, 2009. At this time, there is no change to the human resource impacts as indicated in the May 7th, 2009 update. Management will be in a better position to provide actual impacts in May 2010.

21. GST/HST BAR CODE

(RICHARD MONTROY)

issue

Management will provide an update on the GST/HST Bar Code initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management informed the Union that the GST/HST Internet File Transfer and Bar Code initiatives would have a minimal impact on the current programs workload processes. Given the initial low volumes expected, and the gradual up-take, Management expected no significant human resource impact that could not be managed through attrition and reassignments over the course of several years. The approximate mature volumes would be reached 5 years after implementation (2014/15) and would have an impact of 16 FTEs overall.

management’s written response

Due to limited interest from the accounting software industry in building a bar code solution for GST/HST returns, Management has indefinitely postponed the implementation of this filing option. Implementation of the Internet File Transfer filing option will proceed as scheduled in October 2009.

The GST/HST Internet File Transfer initiative will have a minimal impact on the current programs workload processes. Procedures will be updated accordingly to reflect the new filing methods.

The success of this initiative is dependent upon take-up rates. It will take some time for accounting software to be updated to incorporate internet file transfer functionality. As a result, it is expected that for the first year after implementation, the volumes of internet file transferred GST returns will be relatively low. The volumes may gradually build momentum over the course of the following few years as additional software developers come on board and incorporate this filing option into their software.

Given the initial low volumes, and the gradual up-take, we would expect no significant human resource impact that could not be managed through attrition and reassignments over course of the next few years. The approximate mature volumes would be reached 5 years after implementation (2014/15) and would have an impact of 16 FTEs overall.

22. PAYDAC RENEWAL – SOURCE DEDUCTIONS ACCOUNTING, FUNCTIONAL TRANSFER TO THE ASSESSMENT AND BENEFIT SERVICES BRANCH

(ANDRÉ POTVIN)

ISSUE

Management will provide an update on the PAYDAC Renewal - Source Deductions Accounting, functional transfer to the Assessment and Benefit Services Branch (ABSB), including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, the Union was informed that Taxpayer Services and Debt Management Branch and Assessment and Benefit Services Branch had agreed to delay the transfer until April 1, 2010. This would coincide with the decisions related to the systems-related accounting options, which would ensure that the organizational business architecture was aligned with the systems architecture.

The workload study in the TSOs would continue until September 2009. The information from this study would guide discussions and decisions with respect to accounting activities that are intertwined in the role and responsibility of a Trust Compliance Officer.

MANAGEMENT’S WRITTEN RESPONSE

The functional transfer is on track and will move forward as scheduled for April 2010. There have been no technological changes related directly to this functional transfer.

Functional responsibility for the support of the Tax Centre, Employer Services accounting activities along with the Headquarters and field budgets related to these accounting activities have been established.

The TSO workload study is now complete and demonstrated that accounting activities were directly related to resolution of non-compliance events on employer accounts. For this reason, it was decided that the accounting activities completed in the TSOs by Trust Compliance Officers will not be affected by this functional transfer and will continue to be funded by TSDMB.

23. TRUST COMPLIANCE NATIONAL INVENTORIES

(ANDRÉ POTVIN)

ISSUE

Management will provide an update on the Trust Compliance National Inventories (TCNI) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that a comprehensive briefing on the TCNI initiative was provided to Union of Taxation Employees (UTE) representatives on February 26, 2009. Final implementation was completed over the weekend of April 4 & 5, 2009. The first day officers worked in the new environment was April 6, 2009. A final closing report would be provided to the sub-committee during the meeting scheduled for the fall of 2009.

MANAGEMENT’S WRITTEN RESPONSE

Implementation of TCNI occurred as planned over the weekend of April 4 & 5, 2009. The system changes are working as anticipated; the ACSES system now allocates compliance cases to the next available officer anywhere across the country, maintaining equitable inventory levels and workloads for Trust Compliance officers. This initiative resulted in no financial or HR impacts within the program.

In this regard, we now consider this as a closed item for the purposes of the Technological Change Sub Committee.

24. NATIONAL QUALITY AND ACCURACY LEARNING PROGRAM

(MARJ OGDEN)

ISSUE

Management will provide an update on the National Quality and Accuracy Learning Program (NQALP) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management advised the Union that the NQALP online version of the call checklist tool for standardized reporting of quality and accuracy data was fully operational. Reports would continue to be generated and reviewed to identify local and national training, procedural and accuracy trends/gaps, and to develop national training materials.

MANAGEMENT’S WRITTEN RESPONSE

As reported in May 2009, the NQALP on-line version of the call checklist is fully operational. We have not encountered any post implementation issues. Pro-forma copies of the reports have previously been provided to the Union. In this regard we now consider this as a closed item for the purposes of the Technological Change Sub Committee.

25. INTERACTIVE INFORMATION SERVICES / SMARTLINKS

(MARJ OGDEN)

ISSUE

Management will provide an update on the Interactive Information Services (IIS) / Smartlinks initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management informed the Union that Smartlinks had been added to select Web pages of the Tax Free Savings Account in January 2009, and to the account balance pages of My Business Account. These links would be available on the payroll, corporation, GST/HST and Other Levies account balance pages. Expansion to other call centres was slated for review in the spring of 2009.

MANAGEMENT’S WRITTEN RESPONSE

In January 2009, 10 Smartlinks (English and French) were added to select Web pages of the Tax Free Savings Account. On April 6, 2009, 26 Smartlinks were added to My Business Account pages.

Smartlinks are added or removed from Web pages throughout the year. In 2009, Smartlinks were added to one Web application in My Business Account and, as this is working well, are likely to be added to other Web applications in the future as needed.

Smartlinks telephone agents continuously collect basic call data and over two 3-month survey periods per year, are asked to complete a survey for each Smartlinks call they answer. Basic data as well as taxpayer feedback from the survey is analyzed in a yearly report to determine which pages or topics are generating a high volume of calls and what enhancements must be made to the relevant Web pages. The modified pages are subsequently re-measured, using the Smartlinks service, to ensure that the design changes result in an improvement in the level of self service (i.e. a decrease in calls to agents).

Expansion to other call centres continues to be an option if required, however the call volumes do not warrant expansion to other sites at this time. Vancouver has never had any issues answering the Smartlinks calls received. In this regard, we now consider this as a closed item.

26. IN-PERSON COUNTER REDESIGN

(MARJ OGDEN)

ISSUE

Management will provide an update on the In-Person Counter Redesign initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management informed the Union that service by appointment had been successfully implemented, and considerable progress had been made towards moving taxpayers to self-serve options. The number of walk-ins at the TSOs has decreased by over 50%.

The Union had also been provided with the results of three different studies that were conducted: an Appointment Study, a Dedicated Lines Study and a Walkout Study.

MANAGEMENT’S WRITTEN RESPONSE

Final reports with full analysis on all three components of the studies conducted were provided at the May 7, 2009 meeting.

In this regard, we now consider this a closed item for the purposes of the Technological Change Sub Committee.

27. ELECTRONIC BILL PRESENTMENT

(ANDRÉ POTVIN)

ISSUE

Management will provide an update on the Electronic Bill Presentment (EBP) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management stated that there were no HR impacts anticipated as the take up rate was relatively small.

An employer would now be able to register for the E-PD7A without going through his Financial Institution, and may then opt to receive their statements electronically via epost. There were approximately 800 businesses that have registered for E-PD7A.

MANAGEMENT’S WRITTEN RESPONSE

Since the last update in May 2009, the number of businesses registered for E-PD7A has increased to 875 which remains relatively small.

With the implementation of My Payment in October 2009, we are anticipating the take up rate for the E-PD7A to increase as the employer will be able to make payments electronically and then opt to receive their statements via epost.

There continues to be no HR impacts.

28. INTEGRATED REVENUE COLLECTIONS

(FRED VIVASH)

ISSUE

Management will provide an update on the Integrated Revenue Collections (IRC) initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, the Union was provided the following information:

IRC was making 2 major system releases in 2009: Release 2.0 in April and release 2.1 in October. There would be no direct HR impacts in the field as a result of these releases.

Data Mining Update

Two new pilots had been planned for the Non-filer tax potential model (DM04). The first pilot began in February 2009 and targeted outstanding 2006 tax returns, which studied a selection of about 28,000 T1 accounts. The second pilot would target the 2007 tax year and was scheduled to begin in April 2009, using a selection of approximately 50,000 accounts.

The results of these pilots would be used to improve the model and future Operations workload selection processes.

T1 Integration, Release 2

Nothing to report.

Business Rules Engine

Nothing to report.

MANAGEMENT’S WRITTEN RESPONSE

IRC Phase I Releases (formerly T1 Integration, Release 2 and T1 Expansion)

The second major IRC system release was successfully implemented on the weekend of Oct 3, 2009 as planned. IRC will enable TSDMB to implement more effective strategies in a shorter period of time which will allow for early resolution of T1 debt thereby having fewer accounts requiring TSO collector intervention. There are no direct HR impacts in the field as a result of this initiative.

Data Mining Update

Data Mining Pilots noted above are in progress and results are currently being compiled.

Business Rules Engine

The Business Rules Engine is an integral part of IRC and therefore is no longer considered a standalone component for reporting purpose.  For this reason a separate update will no longer be included.

29. END USER APPLICATION DEVELOPMENT MACRO RELEASES

(FRED VIVASH)

ISSUE

Management will provide an update on the End User Application Development Macro Releases initiative, including any human resources impacts.

BACKGROUND

At the May 7, 2009 meeting, Management informed the Union that the deployment of the Non-filer Taxpayer View Release 2 Mainframe Macro Application (MMA) was being phased in to all TSOs and expected to be completed during the first quarter of 2009/10.
 
At a meeting held on August 17, 2009, Management provided the Union with a demonstration and an update on the Account Receivable Platform (ARP) MMA.

MANAGEMENT’S WRITTEN RESPONSE

The Non-filer Taxpayer View Release 2 MMA was released in early August 2009 to pilot sites in Vancouver and Montreal. Subsequently, changes to the macro have been requested and will be made. Dates for completion of the pilot, its evaluation, and possible rollout to TSO’s are under review.

The Accounts Receivable Platform (ARP) MMA is currently being tested by Acceptance Testing Division and focus groups across Canada. The ARP release to pilot sites (Victoria, Eastern Quebec, and other TSO’s to be identified) is scheduled for November 2009. An evaluation of the results of these pilots will be done before a date is established for an anticipated staggered rollout to TSO’s. All stakeholders will be kept informed of the progress. The ARP macro is intended to reduce the initial time collectors require to gather information on assigned accounts ultimately enabling more files to be resolved in TSO’s. Arrangements are being made with ITB for Help Desk support for end users.

30. TRUST EXAMINATION AUDIT SYSTEM

(ANDRÉ POTVIN)

issue

Management will provide an update on the Trust Examination Audit System (TEAS) initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that TEAS testing had occurred in four separate sessions between October 2008 and March 2009. The development team would conduct piloting of TEAS in all regions beginning the week of April 20, 2009. Once piloting was concluded on May 15, 2009, the development team would conclude any adjustments required on TEAS and submit for National release with training beginning in September 2009.

Training would be provided to the Trust Compliance Officers in Trust Accounts Examination who are responsible for processing the completed exams. There were no expected HR impacts.

MANAGEMENT’S WRITTEN RESPONSE

Since April 2009, the trained field officers and the development team have conducted on-going testing, updates and changes to TEAS to ensure the system would be ready for on the job testing, and meet high quality standards.
 
Currently, Trust Accounts Examination Officers (TAEO) in several Tax Services Offices (TSO), in all regions, who participated in the April 2009 pilot session are completing testing on current trust account examination workload.

To date, there have only been a few minor adjustments required as a result of this testing. We will make the necessary changes and provide updated beta versions of TEAS to the pilot participants on a weekly basis.

The National Training of the TAEOs is tentatively scheduled to start the week ending December 4, 2009.

31. E-LEGAL DOCUMENTS

(MICHAEL SNAAUW)

issue

Management will provide an update on the E-Legal Documents initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that the Electronic Document Service (EDOCS) pilot project expansion plan into the Ontario & Pacific Region had been finalized. The Ottawa and the East Central Ontario TSOs have been the first to join the EDOCS expansion on March 16, 2009.

All Ontario and Pacific Region TSOs should be on board by June 2009.

management’s written response

The Electronic Document Service (EDOCS) pilot project expansion in the Ontario & Pacific Region TSO’s was completed in June 2009.

The TSO’s and the Legal Document Processing Unit (LDPU) have reported a decrease in turn around time from the Federal Court as a result of using EDOCS.

Resource impacts and analysis of results is being completed to determine if the pilot will be further expanded to the remaining Regions (Atlantic, Québec and Prairies).

32. government programs letterbook system (gpls)
(formerly: Corporate Letterbook System (CLS) Replacement)

(MICHAEL SNAAUW)

issue

Management will provide an update on the Government Programs Letterbook System (GPLS) initiative, including any human resources impacts.

background

At the May 7, 2009 meeting, Management stated that the Corporate Letterbook System (CLS) Replacement initiative was to replace the existing functionality currently available in the CLS with a CRA built solution that was expected to be released in spring 2010. This system was dedicated to handling Human Resources and Skills Development Canada (HRSDC) related workloads.

The CLS supported Accounts Receivable Government Programs (ARGP), and provided the correspondence functionality used by ARGP field collectors for communicating with debtors, third parties and internal parties on HRSDC related workloads.

The requirement for the CLS Replacement included identical functionality to produce documents (letters, forms, etc.) through batch processes as the current system did. Minimal training and no human resource impacts were expected.

management’s written response

The CLS Replacement project is now named Government Programs Letterbook System (GPLS). Work continues towards the implementation of the GPLS for April 2010.

Minimal training and no human resource impacts are expected.