Technological Change Committee

Sub-Committee Meeting Written Updates

May 7, 2008
  1. MY ACCOUNT FOR INDIVIDUALS – TAX AND BENEFITS
  2. MY BUSINESS ACCOUNT
  3. THIRD PARTY PRIVILEGED MANAGEMENT
  4. ARRANGE DIRECT DEPOSIT
  5. BENEFITS ONLINE APPLICATION
  6. BASIC ACCESS FOR INDIVIDUALS
  7. T1 2D BAR CODE
  8. GST/HST REDESIGN
  9. PAYMENT MODERNIZATION
  10. ONTARIO CHILD BENEFIT
  11. WORKING INCOME TAX BENEFITS
  12. BENEFITS WORKFLOW CONSOLIDATION
  13. FAMILY ORDERS AND AGREEMENT ENFORCEMENT INTERACTION VIA THE ELECTRONIC INTERJURISDICTIONAL SET-OFF SYSTEM
  14. CASE MANAGEMENT SYSTEM – PROCESSING REVIEW PROGRAM
  15. NATIONAL QUALITY AND ACCURACY LEARNING PROGRAM
  16. INTERACTIVE INFORMATION SERVICES / SMARTLINKS
  17. IN-PERSON COUNTER REDESIGN
  18. ELECTRONIC BILL PRESENTMENT
  19. INTEGRATED REVENUE COLLECTIONS
  20. T1 EXPANSION (FORMERLY KNOWN AS T1 NON-BUSINESS)
  21. ALL REVENUES TABLE
  22. END USER APPLICATION DEVELOPMENT MACRO RELEASES
  23. EMPLOYER COMPLIANCE AUDIT REPORTING TOOL
  24. TRUST EXAMINATION AUDIT SYSTEM
  25. E-LEGAL DOCUMENTS
  26. PRE-AUTHORIZED PAYMENT PLAN ON INTERNET
  27. AUTOMATED MEMORANDUM ASSESSMENT
  28. E-RESOURCING
  29. INTEGRATED SPEND MANAGEMENT
  30. INTEGRATED CHARITIES SYSTEM

1. MY ACCOUNT FOR INDIVIDUALS – TAX AND BENEFITS

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, the Union was provided with the following information:

IRPPD

The login gaps, reported between the May and November 2006 updates, resulted when another section within the Branch mistakenly altered the figures for releases 6 and 7 (A&B). The situation was immediately addressed and has since been rectified. Steps have been taken to prevent a repeat of this error for future updates.

BPD

With Release 10 (July 2007), clients were able to view the Disability Tax Credit (DTC) information for their dependants.

No impacts on human resources were expected from Releases 10 and 11.

MANAGEMENT’S WRITTEN RESPONSE

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

-

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

IRPPD

With Release 11 (February 11, 2008), My Account users are now able to change their return for multiple years through the “Change my return” service. No impacts on human resources are expected.

For the next release (July 9, 2008) only maintenance activities are scheduled. No impacts on human resources are expected.

In the fall 2008, My Account will be implementing new Common Look and Feel Standards (CLF 2.0) for the Internet approved by Treasury Board Secretariat (TBS). This initiative will affect only the design of the My Account portal and will have no impacts on human resources.

BPD portion:

As of Release 11 (February 2008), clients are able to view the Disability Tax Credit (DTC) information for self and spouse along with dependent information. Additionally, they are able to view information regarding the children in their care, navigate through the Statement of Universal Child Care Benefit (RC62) forms for current and prior years, and view information about their Working Income Tax Benefit (WITB) advance payment.

For Release 12 (July 2008), no major initiatives are planned.

No impacts on human resources are expected from Releases 11 and 12.

2. MY BUSINESS ACCOUNT

ISSUE

Management will provide an update on the My Business Account (MyBA) initiative, including any human resources impacts.

BACKGROUND

At the November 2, 2007 meeting, Management stated that the MyBA continued to add services twice a year. The next releases would occur in October 2007 and April 2008.

Management continued to monitor user take up rates. Cumulative statistics from April 1, 2007 to August 31, 2007, included 5,711 registrations and 35,523 logins to the MyBA home page. Although Management expected an increase in these numbers with the introduction of new services it did not foresee any notable impacts on human resources.

MANAGEMENT’S WRITTEN RESPONSE

To date, a total of 27,034 business owners have registered and logged in 117,598 times to use MyBA out of a potential 4.5M businesses registered for a Business Number.

The October 22, 2007 release successfully implemented an authorization process that allows representatives to access business information online. Since then, business owners have authorized almost 70,000 representatives to access MyBA information on their behalf. Additional enhancements are scheduled for May 2008. It is expected that the usage of MyBA will continue to increase as a result of representatives having access, the addition of new services, and from marketing activities.

Management expects this self-serve option will eventually decrease the volume of simple business telephone enquiries such as finding out the return status or the account balance. However, it is too early to tell whether the service will result in an overall reduction as more complex telephone enquiries may be generated. For this reason, Management does not expect any notable impact on its workforce.

E-learning tools and a demo for employees were updated with each new release.

3. THIRD PARTY PRIVILEGED MANAGEMENT

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the Agency was on track to expand the program for the October 2007 release.

No human resources impacts were expected from this release given that virtually all authorization forms (RC59) received for representative access to My Business Account would require manual data capture.

MANAGEMENT’S WRITTEN RESPONSE

On October 22nd 2007 representative access to business information was launched. Beginning February 2008, Represent a client began offering access to services for “legal” representatives. As this population is quite small, no human resource impacts are expected.

4. ARRANGE DIRECT DEPOSIT

issue

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

background

At the November 2, 2007 meeting, the Union was advised that during the period of February 12, 2007 to June 30, 2007, there were 98,380 direct deposit (DD) changes completed via the My Account service. The T1 Specialty Services (T1SS) actioned approximately 80% of all T1-DD application forms received and Management estimated that, without the My Account service, T1SS would have processed 188,890 change requests manually.

Management estimated that three indeterminate employees (3 FTE’s) would be impacted as a result of this initiative. These FTEs would be used for other peripheral activities within T1SS. However, Management did not expect to reduce the current field budget.

management’s written response

The projections were close to the reality. In the last 12 months, 162,826 direct deposit changes were completed via My Account. Approximately 80% of that volume is actioned by T1SS, representing 130 261 annually or 2,605 monthly. Management does not anticipate any major increase or decrease in the coming year. In terms of FTE, this represents 1.33 FTEs for the coming year.

5. BENEFITS ONLINE APPLICATION

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the BOA service had been successfully implemented on July 11, 2007. In the first two months of production, over 4000 online applications were processed. Based on this current take-up rate, the projected volumes of online applications by 2010 were now estimated at approximately 55,000, which corresponded to the workload of approximately four CR-03 clerks nationally. However, with the slightly higher than anticipated take-up rate, there had also been an increased clerical intervention for the applications sent to the Electronic Transaction Desk.

Management expected limited human resources impacts.

MANAGEMENT’S WRITTEN RESPONSE

We continue to estimate that the impact on HR is limited since the introduction of this new initiative on July 11, 2007. All handling steps prior to the mainframe data processing of the benefit application are eliminated on BOA submissions in TCs; however, this workload is compensated by the additional work created from our BOA logic in regards to BF and in progress statuses. As of the end of February 2008, 13,467 Canadians have used Apply for Child Benefits, which accounts for 3.8 percent of all new applications for child benefits. The 100 percent review of all online applications for the first six months (an additional workload in TCs) conducted so far has revealed that there are no major compliance issues. We are planning on implementing other random validation projects if required. 

6. BASIC ACCESS FOR INDIVIDUALS

issue

Management will provide an update on the Basic Access for Individuals initiative, including any human resources impacts.

background

At the November 2, 2007 meeting, Management stated that the goal of the Basic Access Service was to address a void in electronic service take-up from taxpayers and benefit recipients demanding immediate access to basic information. The implementation was scheduled for February 2008. Taxpayers would need to enter specific information every time they wished to view their information. However, they would not need to register for an epass, and no CRA Security Code would be issued.

Management did not expect any human resources impacts from this release. It assured the Union that this system would not allow for the completion of any transactions, and that the information would not be available to third parties. Management also noted that the limited information available from this system was also available by phone.

MANAGEMENT’S WRITTEN RESPONSE

The service was launched on February 11, 2008. To date we have seen an approximate daily average of 5,400 accesses to the service. The service has generated calls to the e-service helpdesk to troubleshoot authentication related matters. Otherwise, no HR impacts are expected as a result of this service.

7. T1 2D BAR CODE

ISSUE

Management will provide an update on the T1 2D Bar Code initiative, including any human resources impacts.

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that as of September 10, 2007, 4.3 million T1 2D Bar Code returns had been processed since the beginning of the 2007 Program.

Management provided the Union with a table that outlined the number of determinate employees that were affected as a result of this initiative. However, no indeterminate employees were affected. Management offered to hold a separate meeting to discuss the findings. The Union agreed, and asked that this item be kept in the written updates for the next meeting. Management agreed.

On February 13, 2008, Management met and explained the table provided to the Union at the November 2007 Technological Change meeting. The Union had no additional questions but asked to be provided with the number of FTEs for 2007-2008. Management agreed.

MANAGEMENT’S WRITTEN RESPONSE

Management provided the union with the number of FTEs for 2007-2008 as requested. Management would therefore recommend that T1 2D bar code be removed as an item on the Technological Change Committee Meeting's agenda.

8. GST/HST REDESIGN

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that current projections on human resources indicated an overall expected increase of 167 FTEs by the year 2011. Impacts on resources were dictated by transitional workloads related to the April 10, 2007 project deliverables as well as on-going program operational workloads.

The difference between transitional and on-going program operational workloads would likely be confirmed in the fall of 2007. Increased on-going program workloads would be determined in the 2008/2009 fiscal year once the systems and workloads had stabilized. Any changes in estimates of human resource impacts would be communicated to the Unions, although Management did not expect any major impacts on human resources for future mini-releases or project releases.

MANAGEMENT’S WRITTEN RESPONSE

The GST/HST Redesign move to the business common platforms release was successfully implemented in April 2007. Impacts on resources are dictated by transitional workloads related to the April 2007 project deliverables as well as on-going program operational workloads.

As indicated in the fall of 2007 update, increased on-going program workloads will be determined in the 2008/2009 fiscal year once the systems and workloads have stabilized. Any changes in estimates of human resource impacts will be communicated to the Unions, as they become known.

The move to the business common platforms is the largest release for the GST/HST Redesign Project. We do not anticipate further major impacts on human resources for future mini-releases or project releases.

9. PAYMENT MODERNIZATION

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management provided the following updates:

Post-Dated Cheque Redesign

Expenditures appeared to be on target to meet budget projections.

Financial Institution (FI) Remitting

A portion of the payment processing workload would be moved from the Ottawa Technology Centre and gradually transferred to a second site to create an additional processing capacity. This would enable Shawinigan to process payments using the Financial Institution Remitting (FIR) project.

Management expected the processing of FI payments in Shawinigan to commence in April 2008. Discussions with OTC Management indicated that an initial transfer of 20 FTEs could be made without negatively impacting indeterminate employees. The total HR impact at the OTC was not yet known. However, strategic staffing currently in place at the OTC, along with attrition and a gradual transfer of responsibility, should mitigate impacts on any subsequent FTE transfers.

Direct Remitting

The Direct Remitting workload may be included in the Payment Modernization initiative in a subsequent phase anticipated for April 2009. The FTE impact analysis for this workload had not yet begun.

MANAGEMENT’S WRITTEN RESPONSE

Financial Institution (FI) Remitting

The OTC had an allocation of approximately 50 FTEs for FI Remitting. The implementation of this initiative resulted in a reduction of 5 FTEs at the OTC effective April 1, 2008. No indeterminate employees were impacted.

As additional work is incrementally transferred to Shawinigan, discussions will continue with management at both sites to ensure a smooth transition to minimize potential HR impacts. It is anticipated that workload transfers will occur gradually as compensatory workloads would need to be identified for the OTC.
The Shawinigan Tax Centre structure was modified in April 2008 to facilitate the processing of the workload from both sites, as well as providing Shawinigan with a remote keying capability.
Direct Remitting

At this time, no additional analysis has yet been undertaken for Direct Remitting.

10. ONTARIO CHILD BENEFIT

ISSUE

Management will provide an update on the Ontario Child Benefit (OCB) initiative, including any human resources impacts.

background

At the November 2, 2007 meeting, Management informed the Union that in late
July 2007, over 350,000 lower-income families in Ontario had received a one-time payment. A small number of supplementary payments would be issued up to June 2008. Starting in July 2008, the OCB would be combined with the Canada Child Tax Benefit (CCTB) into a single monthly payment. As with the other integrated child and family programs administered, enquiries would be processed through the existing CCTB telephone service.

MANAGEMENT’S WRITTEN RESPONSE

The implementation of this program is proceeding on schedule as indicated in the background area above. There are no anticipated human resources impacts.

11. WORKING INCOME TAX BENEFITS

issue

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

background

At the November 2, 2007 meeting, Management stated that the WITB prepayment would now be referred to as the WITB advance payment.

The program parameters for this initiative had not yet been finalized. However, based on the information available, preliminary analysis indicated that the amount of work created by this initiative would only be sufficient to support WITB being processed in three tax centres.

All tax centres were invited to submit their business cases to help identify the centres that would best accommodate the workload. Provided that the enabling legislation was passed when Parliament resumed, the selected tax centres (Shawinigan, Surrey and Summerside) would only begin processing the WITB advance payment in the 2008 taxation year.

It was estimated that an additional 15 FTEs would be required in each of the selected tax centres to process the WITB advance payment.

MANAGEMENT’S WRITTEN RESPONSE

Initial volume estimates were for approximately 300,000 WITB advance payment applications in 2008, representing 25% of the expected 1.2 million WITB tax credit recipients.

In February 2008, we started the processing of the RC201 Working Income Tax Benefit Advance Payments Application for 2008. To date, the volume of applications has been lower than expected.

We will monitor the situation and operational resources will be adjusted as required.  

12. BENEFITS WORKFLOW CONSOLIDATION

issue

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

background

At the November 2, 2007 meeting, Management stated that the CRA would be implementing a new two-part system to coordinate the various workflow applications used by the Benefit Programs Directorate (BPD) in the Tax Centres (TC) and call sites. The first part would make use of the current T1 and Benefit Case Management System, which allowed for the tracking and recording of all steps. The second part would provide employees a single point of entry to access various tools and applications to complete benefit workloads. This new system would replace the current Electronic Revenue Accounting (ERA) System and would be piloted in October 2009 in one TC, which had yet to be determined. This would be followed by a phased-in rollout to all TCs and call sites by February 2010. Other than additional training requirements for staff due to the new format, Management did not anticipate any human resources impacts.

MANAGEMENT’S WRITTEN RESPONSE

As previously mentioned, we continue to believe that there will be no human resources impacts once the two systems are implemented. Phase 1of construction began in January 2008 and a Proof of Concept pilot, using a Graphical User Interface (GUI) for the screen design, is underway.

 13. FAMILY ORDERS AND AGREEMENT ENFORCEMENT INTERACTION VIA THE ELECTRONIC INTERJURISDICTIONAL SET-OFF SYSTEM

issue

Management will provide an update on the Family Orders and Agreement (FOA) Enforcement Interaction via the Electronic Interjurisdictional Set-off System (EISO), including any human resources impacts.

background

Management informed the Union that the current Family Orders and Agreement (FOA) Enforcement component of the T1 Accounting systems needed to be updated to meet the requirements of the Department of Justice (DOJ) of Canada. The administration of the FOA program would be done through the Electronic Interjurisdictional Set-Off (EISO) system and implemented in February 2008. This would provide an automated service where tax refunds for individuals would be set-off to pay debts owed by taxpayers under federal, provincial or territorial programs.

Management expected that although this change would bring a net reduction of two indeterminate CR-04s at the FOA/Set-Off Unit at the Ottawa Technology Centre (OTC) by April 1, 2008, the loss of this workload would be managed internally. Additionally, there would be an impact in the T1/T3 Accounting Enquiries and Refund Set-Off Section in Headquarters of one FTE at the PM-05 level by December 2009, which would be resolved by attrition and/or retirement.

MANAGEMENT’S WRITTEN RESPONSE

The movement of FOA to EISO was successful. The automated service has eliminated the need for 2 CR-04s at the OTC. Management has confirmed that this impact will be managed internally.

The impact on the PM-5 level will be re-evaluated on December 2009 as there is another request from Justice to transfer funds to the provincial Department of Justice rather than the Federal Department of Justice for conversion 2010.

14. CASE MANAGEMENT SYSTEM – PROCESSING REVIEW PROGRAM

issue

Management will provide an update on the Case Management System (CMS) – Processing Review (PR) Program initiative, including any human resources impacts.

background

At the November 2, 2007 meeting, Management stated that the new Case Management System pilot was proceeding very well and employees in the Shawinigan-Sud and the Winnipeg tax centres (TCs) were pleased with the new system. The two TCs were processing their entire PR workload using the new Case Management System. The program would be implemented in all other TCs and the International Tax Services Office between March and July of 2008. As a result of the new system, any efficiencies gained in the Processing Review program would allow for the review of more files.

Management did not expect any human resources impacts as a result of this initiative.

MANAGEMENT’S WRITTEN RESPONSE

As of March 31, 2008, the pilot of the Case Management System for the Processing Review Program was successfully completed in the Winnipeg and Shawinigan TCs. All files were processed in the new system within the usual timeframes. The feedback from TC employees was instrumental in identifying some enhancements to the new system that will be implemented in April 2008.

All other TCs have been consulted to identify an appropriate training schedule for their employees. Starting in May until mid-July (2008), a team from Headquarters will be in each TC to provide training to employees at all levels. The training will consist of classroom training using a training Region environment with PCs.

Management does not expect any human resource impacts as a result of this initiative. Any efficiencies gained by adopting the new system in the Processing Review Program, will allow for the review of more files.

15. NATIONAL QUALITY AND ACCURACY LEARNING PROGRAM

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management advised that the call centres continued to provide quarterly reports on the number of listening and coaching sessions conducted, actions taken to address issues identified, as well as noting trends and observations. The information was used to identify local training needs, as well as in the development of national training materials. An electronic copy of the quarterly report was provided to the union as requested.

MANAGEMENT’S WRITTEN RESPONSE

Call Centres continue to provide quarterly reports on the number of listening and coaching sessions conducted, actions taken to address issues identified, as well as noting trends and observations. These continue to be used to identify local training needs as well as in the development of national training materials.

16. INTERACTIVE INFORMATION SERVICES / SMARTLINKS

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the expansion of Smartlinks to the Individual (General Enquiries) 1-800 services was successfully piloted from the Vancouver Call Centre on June 4, 2007. Implementation to other T1 call sites was underway and additional links would be added to the CRA website.

The Smartlinks survey would be conducted during the filing season. All designated agents would receive training prior to the national launch of Smartlinks and on-line resources and representatives in HQ would provide continuous support.

MANAGEMENT’S WRITTEN RESPONSE

Additional links were added in February 2008 for a total of 164 (includes both English and French). Smartlinks training was provided to the Vancouver and Montréal Call Centres in March to enable them to assist existing Vancouver staff in responding to an additional 12 links scheduled to be added March 27, 2008. Expansion to other call centres cannot occur until the dedicated lines network utilized for TSO lobby phones becomes available.

17. IN-PERSON COUNTER REDESIGN

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that all agents in the TSOs and call centres continued to use the outlook–based appointment system. Minor system enhancements had been made and Headquarters continued to provide ongoing support to all agents using the appointment system. The new InfoZone-based system had been developed and was undergoing a platform certification prior to being rolled out to the TSOs and call centres.

The second pilot study of the In‑Person Service Survey confirmed that there was still an opportunity to modify the questionnaire, with a goal to reduce the number of non‑respondents, and to ensure to accurately capture taxpayer satisfaction, with minimum respondent time. The results of the second pilot were shared with the Union in October 2007.

MANAGEMENT’S WRITTEN RESPONSE

The new Infozone-based appointment system has been successfully implemented as of December 17th 2007 to replace the Outlook-based system. The system is available to telephone enquiry agents in call centres and all appointment staff in the Taxpayer Services Offices (TSO). There have been no problems or issues identified with the new system. Headquarters is continuing to provide ongoing support to all agents using the system as required.

Management has also provided the Union with a briefing in February 2008, as well as the material issued to the Tax Services Offices (TSO) regarding the go-forward In-Person position for the 2008 Filing Season.

Since the implementation of service by appointment, we have seen decreasing walk-in traffic; however, many clients continue to visit the TSOs. We need to understand why this occurs in order to identify the channel that best meets their needs.

In this regard and in order to acquire this information, we are conducting Profiles of Enquiries Studies, between March 15 and May 30, 2008, of clients visiting the TSOs.

The objectives of these studies are:

  • Gain a better understanding of why clients are coming to our counters, the purpose of the enquiry, and to gather information on why the client chose to visit the office;
  • Identify special-need clients for whom alternate arrangements should be made; and
  • Gain an understanding of why clients may chose to leave the office without obtaining service.

There is no further update to provide on the In‑Person Service Survey report shared in October 2007.

18. ELECTRONIC BILL PRESENTMENT

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the contract with epost for EBP had been extended for another 3 years, or until My Business Account could accommodate the process. To date, 603 employers had registered for the service. This initiative continued to have no human resources impacts.

MANAGEMENT’S WRITTEN RESPONSE

There is no change from the November 2, 2007 meeting to report.

19. INTEGRATED REVENUE COLLECTIONS

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, the Union was provided the following information:

Data Mining Update

The DM01 Non-Filer Discovery Model pilot project was being run out of the Kitchener and Montérégie Tax Services Office (TSO).

The DM03, Revenue Enforcement Management Information and Tracking System (REMITS) Model Replacement had been fully developed as part of the T1 Integration Release 2 and was in the process of being migrated to the Research and Analysis environment. This model was intended to replace the current risk-scoring model used as part of REMITS.

Four additional models were under development for the T1 Integration, Release 2.

T1 Integration, Release 2

The Risk Management component would determine what automated action, or series of automated actions, should be taken to resolve a taxpayer’s T1 debt. This was the first phase in building a taxpayer profile.

Business Rules Engine

The Proof of Concept determined the viability of utilizing a Business Rules Engine. Future IRC releases would be expanding upon this concept and using the Dynamic Rules Manager, a further software application that would negate the need for language code in favour of layman business terms.

MANAGEMENT’S WRITTEN RESPONSE

Data Mining Update

As of April 2008, a total of $8.1 million has been recovered on the pilot. Lessons learned will be used for future modeling and could help guide Operations in making changes to the current SUDS case management logic.

T1 Integration, Release 2

The Risk Management component will determine what automated action, or series of automated actions, should be taken to resolve a taxpayer’s T1 debt. By applying a set of business rules to the data mining results and third party information stored in the Taxpayer Folder, IRC will determine the severity of the actions to be taken for the taxpayer. This is the first phase in building a Profile of our taxpayers.

Business Rules Engine

IRC releases will expand on the Business Rules incrementally. The next increment, scheduled for March 14, 2008, will introduce the Dynamic Rules Manager (DRM), which negates the need for language code in favour of layman business rules. This benefits field users by allowing business rules to be changed more quickly in response to changing business needs.

20. T1 EXPANSION (FORMERLY KNOWN AS T1 NON-BUSINESS)

ISSUE

Management will provide an update on the T1 Expansion initiative, including any human resources impacts.

background

At the November 2, 2007 meeting, Management informed the Union that the T1 Non Business (T1NB) was the initial step in the re-engineering process that would eventually deliver the “vision” of IRC. Expansion of T1NB was under discussion.

While T1NB was limited to a select subset of T1 non-business accounts, this phased-in approach would provide a gradual expansion of business rules, in the IRC rules software, and would ensure that the rules based engine is working effectively, prior to the implementation of the major T1 Integration Release 2.

There would be no impacts to field users.

MANAGEMENT’S WRITTEN RESPONSE

From June 2008 – will be called T1 Expansion

The Union had been briefed on the Integrated Revenue Collections (IRC) initiative, which addressed the Revenue Collections medium and long-term goals.

The first phase of the IRC (T1 Non Business) was implemented as scheduled in June 2006. The CRA is still in the post-production phase and resolving any identified issues.

T1NB was the initial step in the re-engineering process that will eventually deliver the ‘vision’ of IRC. As both the first step and a proof of concept of rules based engine, T1NB was to demonstrate 2 key capabilities:

  • A rules management system that govern T1NB account strategies in an application external to any existing legacy TSDMB system (e.g. REMITS)
  • Identification of a specific subset of accounts (by use of business rules) so that creation of new focused workloads can be managed (e.g Centres of Expertise can be created)

Expansion of T1NB, prior to T1 Integration Release 2, is scheduled for June 2008. This would allow a much larger portion of T1 accounts to be identified as IRC and managed by IRC business rules.

While T1NB was limited to a select subset of T1 non-business accounts, this phased in approach would provide a gradual expansion of business rules, in the IRC rules software, and would ensure that the rules based engine is working effectively, prior to the implementation of the major T1 Integration Release 2.

There would be no impacts to field users as this is to serve as an initial step in creating the system components of the infrastructure of IRC.

The CRA is still in the post-production phase and resolving any identified issues.

21. ALL REVENUES TABLE

issue

Management will provide an update on the All Revenues Table (ART) initiative, including any human resources impacts.

background

Management stated that the All Revenues Table (ART), which was part of the Integrated Revenue Collections initiative, was an inventory management tool for Accounts Receivable (A/R) files. It would serve as a reporting tool for performance measurement and would not be used for performance review purposes.

Management indicated that there would be no human resources impacts as a result of this initiative and that training would be provided to employees.

MANAGEMENT’S WRITTEN RESPONSE 

ART Release 2 was moved to production on January 29, 2008. Field users continue to access data via ART Release 1 as production anomalies cannot be rectified until after the T1 Restricted Change Window (April 7, 2008).

Transition to the new version will be straightforward for TSO field users as the new REMITS data will only complement the TSOR information available since 2006. HQ personnel and Call Centre management will require minimal training.

22. END USER APPLICATION DEVELOPMENT MACRO RELEASES

ISSUE 

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

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the rollout of the T1 Taxpayer View to T1 Accounts Receivable (A/R) pool sites would be completed during the fall of 2007. In January 2008, a Non-filer Taxpayer View Mainframe Macro Application (MMA) would be piloted in the Vancouver and Montreal TSOs. If successful, Taxpayer Services and Debt Management Branch (TSDMB) would proceed with further distribution to all TSOs in 2008.

MANAGEMENT’S WRITTEN RESPONSE

Due to the Information Technology Branch’s (ITB) application change window, the release of the T1 Taxpayer View MMA to the pool sites has been delayed to May 2008. The January 2008 Non-filer Taxpayer View MMA pilot in Vancouver and Montreal was successful. Additional business requirements have been documented for the wider release of this application in the fall of 2008.

Detailed business requirements are being developed for the Accounts Receivable Platform, which is a Taxpayer View MMA that will manage the four major revenue lines of T1, T2, GST , and PAYDAC. The first iteration of this application will coincide with the IRC Release 2.0 scheduled for April 2009 and will include most of the functionalities required by Collections Officers in TSOs.

23. EMPLOYER COMPLIANCE AUDIT REPORTING TOOL

ISSUE

Management will provide an update on the Employer Compliance Audit Reporting Tool (ECART) initiative, including any human resources impacts.

BACKGROUND

At the November 2, 2007 meeting, Management informed the Union that the new version of ECART was still being tested and the deployment date had been postponed pending completion of the testing. The transition to the new version would only require minimal training and there were no anticipated human resource impacts.

National use of the ECART tool had been steadily increasing and it was expected that employer compliance auditors would use ECART exclusively by the end of the year.  

MANAGEMENT’S WRITTEN RESPONSE

The new version of ECART (V2.0) is scheduled for regional testing in May 2008 with deployment to follow.

All offices have recognized the ECART tool as the standard to be used by the Employer Compliance Auditors.

Transition to this new version should only require minimal training and there is no expected human resource impact.

24. TRUST EXAMINATION AUDIT SYSTEM

issue

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

background

At the November 2, 2007 meeting, Management stated that, in future releases, TEAS would integrate the Employer Compliance Audit Reporting Tool (ECART), which used a similar Excel-based workbook. Furthermore, TEAS developments would also accommodate the usage of Branch approved system macros currently being developed by the End User Application Section. An internal communications strategy was being developed to inform the examiners, their team leaders and managers on the need for this type of tool to bring consistency and efficiency to the Trust Accounts Examination reporting.

Management anticipated that the TEAS v 1.0 would be released April 1, 2008, and that deployment would take place in the spring and summer of 2008. Full deployment and replacement of Trust Examination Software System (TESS) would be implemented by October 1, 2008. A TEAS team would provide training and technical support to the field examiners. Management did not expect any human resources impacts as a result of this initiative.

MANAGEMENT’S WRITTEN RESPONSE

TEAS is presently in the development stages.

A pilot for version one of TEAS is planned for the Summer of 2008.  This product will be used to conduct Trust Account and GST/HST Examinations. Pilot sites will be determined shortly.

Transition to TEAS will require training, but there is no expected human resource impact.

25. E-LEGAL DOCUMENTS

issue

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

background

At the November 2, 2007 meeting, Management stated that a pilot would be conducted at the Vancouver Island and Southern Interior TSOs. The pilot would begin in September 2007 and should be completed by Spring 2008.

Following an evaluation of the project, Management would be in a position to determine the next steps in implementing this initiative in other TSOs.

management’s written response

The six-month pilot project from September 2007 to March 2008 has been completed. Stakeholders in the electronic filing of collections documents include the Federal Court of Canada, the Legal Documents Processing Unit in Headquarters and the two pilot TSOs. The pilot has essentially met the technical objectives in developing an electronic process from a predominantly manual one. Some operational issues remain to be resolved, and as solutions are determined and proved effective, implementation to other TSOs will be conducted on a gradual basis.

26. PRE-AUTHORIZED PAYMENT PLAN ON INTERNET

ISSUE

Management will provide an update on the Pre-Authorized Payment Plan on Internet (iPAP) initiative, including any human resources impacts.

BACKGROUND

At the November 2, 2007 meeting, Management stated that the iPADs for T1 arrears had been on-line since February 2007 while the iPADs for T1 instalments had been on line since July 2007. Management did not anticipate any workforce impacts.

MANAGEMENT’S WRITTEN RESPONSE

The iPADs for T1 arrears has been on-line since February 2007 and the iPADs for T1 instalments has been on line since July 2007 as planned.

We anticipate no workforce impacts in the foreseeable future.

Since this initiative has been in production since April 2007, we recommend that this item be removed from the next meeting’s agenda.

27. AUTOMATED MEMORANDUM ASSESSMENT

issue

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

background

At the November 2, 2007 meeting, Management stated that a new memorandum assessment mechanism was being developed in the Automated Collections and Source Deductions Enforcement System (ACSES), for Revenue Collections Officers. By filing the assessments electronically, officers could quickly identify accounts; improve reporting; minimize errors; avoid unnecessary appeals being filed; avoid issuing clearance certificates to third parties that have already been assessed; minimize the need to print the forms; and eliminate the creation of manual controls within the Tax Services Offices. Implementation of this initiative was planned for April 2008, and no workforce impacts were expected.

The Union asked if this initiative would have an impact on employee productivity, and if it would be used for employee performance appraisals. Management replied that it would have a positive impact on productivity, as it would automate a highly manual process. However, the system would not be used for employee performance appraisals. It was seen as an enhancement of the tools already available, and would not replace the work currently done in the Tax Services Offices.

MANAGEMENT’S WRITTEN RESPONSE

The initiative of automating memorandum assessment was implemented in April 2008 with the objective to promote National consistency and to improve the tracking and reporting of memorandum assessments. This phase of implementation occurred as planned with no unresolved issues to report. No workforce impact has occurred and none are foreseen.

28. E-RESOURCING

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management stated that the “electronic letter of offer”, or Offer Management Macro (OMM), had been rolled out nationally. However, Managers would have access via a shared drive on the network and continue to receive HR guidance with respect to the offer management procedures, which was supported by the national helpdesk.

Management was completing negotiations with the Contractor and expected to implement a pilot solution before the end of March 2008. A national rollout was expected before the end of fiscal 2007/2008.

MANAGEMENT’S WRITTEN RESPONSE

The Offer Management Macro (OMM) was deployed nationally in April of 2007 and has subsequently gone through three iterations. Reaction to this new tool has been very positive.

After a lengthy procurement process, the CRA has engaged the services of Taleo, a Leader in on demand talent management software to deliver the eResourcing solution. The contract was awarded on November 26, 2007. Currently, Taleo services more than 1,000,000 users processing 71 million candidates worldwide in 25 languages and 200 countries and territories.

The scope of the eResourcing Project includes internal and external selection processes for both employees and executives and specifically provides functionality to support:

  • Job Notice Management
  • Application Management
  • Pre-screening of applications on-line and
  • The tracking of Offers

through process redesign and standardization of content.

The eResourcing Project will be deployed in two stages: a pilot project to be deployed in mid 2008; and a national implementation to follow in 2009.

We do not anticipate any human resources impacts.

29. INTEGRATED SPEND MANAGEMENT

ISSUE

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

BACKGROUND

At the November 2, 2007 meeting, Management expected Release 1 to be implemented in late October 2007 and to enable the electronic exchange of information between suppliers and contracting professionals. With the release, five (5) days of training would be provided to the Help Desk and the contracting professionals.

The expected timeframe for Release 2 implementation was early 2008. The scope of this release would include the migration of three commodities from WBRO to the new tool. Approximately two (2) hours of on-line training would be required for current WBRO users to become familiar with the new tool.

No human resources impacts were anticipated as a result of this initiative.

MANAGEMENT’S WRITTEN RESPONSE

The Go-Live Date for Release 1 of the ISM Project was November 11, 2007.  This Release provides sourcing/contracting capabilities for Professional Buyers. Training for this group occurred between November 2007 and January 2008.

ISM Release 2 implements the use of an “acquisition card” for the purchase of goods and services. The scope has been increased to include all necessary functionality needed to replace the existing eight commodities in the current WBRO catalogue ordering system. We anticipate implementation of this Release in late summer of 2008; training for the Acquisition Card holders is expected to occur during September/October of 2008.

We do not anticipate any human resource impacts during this period.

30. INTEGRATED CHARITIES SYSTEM

ISSUE

Management will provide an update on the Integrated Charities System (ICS) initiative, including any human resources impacts.

BACKGROUND

At the November 2, 2007 meeting, Management stated that the Charities Directorate continued to develop the Charities Tracking System (CTS) to meet tracking, reporting and reference needs. Management did not anticipate any Work Force Adjustment (WFA) or changes to job classification levels as a result of this initiative.

MANAGEMENT’S WRITTEN RESPONSE

As Management is not anticipating any WFA or changes to job classification levels as a result of CTS development, it is requesting the Union’s agreement to remove this initiative from the meeting Agenda.