Minutes of the Technological Change Sub-Committee Meeting

of the National Union-Management Consultation Committee with the Union of Taxation Employees and 
the Canada Revenue Agency

June 22, 2023
1:30 pm – 4:30 pm

Participants

Management

• Gillian Pranke
• Adnan Khan
• Kira Sherry
• Denis Skinner
• Jean-Claude Azar
• Kathleen Butler
• Sujata Verma
• Allen Pink
• Sophie Galarneau
• Michael Allen
• Katherine Masse
• Tracey Allen
• Geoff Trueman
• Melanie Melrose
• Pamela McCarthy
• Benoit Remillard (UMR)

Union

• Brian Oldford
• Greg Krokosh
• Shirin Amiri
• Josh Atwood

Opening remarks

The UTE Regional Vice-President, Atlantic Region greeted all participants and shared his appreciation to have the opportunity to meet in person. He added that he was looking forward to the Online Chat platform demonstration. 

The Assistant Commissioner (AC), Assessment, Benefit, and Service Branch (ABSB) welcomed participants to the meeting. She shared that a tremendous amount of work has been done since the start of the pandemic which reflects in the amount of subjects on the agenda for this meeting.

Update on Digital Services Initiatives

The DG, Digital Services Directorate (DSD) of the Assessment and Benefits Branch (ABSB) provided information on three Digital Services initiatives: 

1. Chat Services Project

• CRA initiated chatbot and online chat pilots to explore technology and inform decisions on future service channels. Currently, both solutions can respond to non account specific inquiries. The chatbot has provided answers to over 7 million questions since April 2020.
• Feedback from the pilots has been positive. The pilot survey results revealed that there is a high demand for services relating to account specific inquiries on wider range of topics.
• On February 13, 2023, management launched the next iteration of the online chat solution using Amazon Connect for non-account specific topics. Between the launch and March 1, 2023, agents have responded to over 13,000 chats.
• In the coming months, the project will continue to develop the online chat service solution by undertaking the following major activities:            
  - Increase chat topics to include End of Life and Small Business.
  - Continue to grow the chat nationally by expanding the hours of service (8AM-8PM EST).
  - Add user experience enhancements such as, a queue position counter for taxpayers to determine their estimated wait time, accessibility enhancements, and improvements for users with mobile phones.

The Union asked if the Online Chat discussion can be initiated on My Account. Management confirmed that at this time, that functionality is not available, however, the goal is to launch it by October 2024.

The Union asked what was the period during which agents have responded over 13 000 chats and were these responses account specific. Management specified the period was between February 13, 2023 and March 1, 2023. They also confirmed there has not been account specific responses provided as the authentication piece is a significant one and there are security considerations.

The Union asked if the phone agents will be multi-trained, working on the Online chat and other duties. Management responded by confirming that they intend to have blended agents, working on the phone and be given breaks to work on the Online chat platform.

2. Progress Tracker

• This system was initiated to respond to public demand to see the progress in various CRA programs. It provides taxpayers with an online status update as it tracks progress changes. Management has observed about 2000 visits per month in 2022. This number has since increased as a result of the inclusion of other programs. Complaints have not received and Management remains confident that this is meeting the needs of Canadians.

Management shared their appreciation of this useful tool as it provides taxpayers a quick access to their information removing CRA involvement in the process.

The Union agreed with this statement and mentioned that it is useful for Canadians to have the ability to quickly obtain the status of their requests as opposed to waiting on the phone for an extended period of time.

3. Robotic Process Automation (RPA)

• Management continued to implement processes to improve services. Since the last update, 6 new initiatives have been added. The goal is to remove robotic repetitive work for employees ex.identifying duplicates.
• Employees have reported an increased satisfaction in their daily tasks.

The Union asked what new RPAs have been launched and which workloads have been affected since the last Committee meeting in November. Management committed to provide a complete list to the Union after the meeting.

Digital Mailroom Project 

The DG, Administration Directorate (AD) provided an update on the Digital Mailroom Project (DMP). He shared background information about the DMP as the project was launched in fall 2020 with three initial programs onboarded. In response to the COVID-19 pressures, the project expanded its scope by focusing and including 5 additional onboarders; receive, digitize, and store capabilities. The project has since transitioned into a program and is now operating as the Digital Document Management Program (DDMP). The DDMP will continue to offer digitization and data extraction services to CRA programs and will collaborate with key strategic partners on current and emerging policy frameworks related to Agency digital initiatives. 

All onboarders will work with the Human Resource Branch to ensure a Human Resource Impact Assessment is conducted prior to their implementation of using the DDMP document management portal. 

The Union asked how many programs have onboarded with this initiative so far. Management confirmed that only 3 programs areas have onboarded to this date. There is an increasing demand, however it has been challenging keeping up with the demands. 

The Union also asked if Management have observed a reduction in FTEs. Management confirmed that the DDMP solution itself doesn’t have an impact on resources. That said, each program must conduct, as part of their onboarding activities, an HRIA on the impact of the DDMP solution on their operations and provide a confirmation to the DDMP team on the results. To date, there has been no impact on resources as a result of the program onboarding to DDMP.  

The Union shared their concern with digitalization potentially one day impacting resources. Management responded by confirming that they still receive mailed in paper forms and correspondence which still have to go through the digitization; this process still requires people intervention. Ultimately, if the work becomes completely digital, there is a possibility that the complete process will become electronic, however Management is not foreseeing this to happen in a near future.

T1 Adjustments Modernization Project

The DG, Major Projects and System Integration Directorate (MPSID) provided updates on the Modernization of T1 Adjustments. The T1 Adjustments Modernization Project will be built on the foundation laid by the T1 Systems Redesign (T1SR) project by improving digital service options for taxpayers and modernizing the reassessment processing system. These changes will support the drive towards paperless workloads and improve digital services. Another key objective is reducing the amount of manual intervention which in turn will reduce the current timeframes for reassessments. Digital reassessments are processed within two weeks, while paper requests take a minimum of 8 weeks. 

The T1 Adjustments Modernization Project is divided into 3 sub-projects; two have already been implemented in 2022 and 2023. The sub-project 3 is planned to be implemented in February 2024.

T3 Modernization Project

The DG, MPSID also provided an update on the T3 Modernization Project. Modernizing the T3 program will provide the CRA with the infrastructure needed to provide long awaited electronic services that were previously unavailable to the T3 filing population. A new electronic filing service function “Represent a Client” has now been implemented. 

The collection of Beneficial Ownership (BenO) information was originally slated to begin in February 2022, for tax returns ending after December 30, 2021.  Work was completed and required a deactivation as Royal Assent was not received until December 2022, for tax returns ending after December 30, 2023.

InfoDec Modernization Project

The DG, MPSID provided an update on the Information Declaration System (InfoDec). She indicated that the objective of the InfoDec Modernization Project is to create a system which will provide the CRA with advanced quality third party data. The InfoDec suite of systems captures, processes, validates, stores and shares income and deduction information received by third parties, such as T3, T4, and T5, regarding individuals, trusts, partnerships, and businesses. 

There was a realignment of the project last November due to collateral damage from other ongoing projects. This resulted in the work being divided into two separate projects: IMOD 1 and IMOD 2. IMOD 1 is moving along and IMOD 2 has been paused for the moment. Management will be in a better position to provide an update during the next Committee meeting.

Disability Tax Credit Digital Application

The DG, Disability, Indigenous Benefits Outreach Services Directorate (DIBOSD) provided an update on the DTC application. She shared that the digital version on the application was launched in May 2023. This allowed taxpayers to complete form A of the application online via MyAccount. To simplify the application form further and save additional time, the applicant’s portion of the form is prepopulated with the information on file. Once completed, the applicant is directed to a confirmation page and given a unique reference number that they are instructed to give to their medical practitioner who then completes Part B of the form.

The traditional paper form continues to be available for those who either are unable or not interested in completing the Digital Application. 

The Union asked if Part B of the application was also available on MyAccount and if practitioner can complete it and send it back. Management confirmed that the applicant completes Part A, then receives a reference number, which can be completed via Contact Centre agent or through My Account. There is also an Interactive Voice Response (IVR) system option to complete Part A; upon completion of this, the applicants gets a reference number which can be given to the practitioner who then accesses Part B on Canada.ca. Part B pertains to an applicant’s medical information which is the protocol that the practitioner completes and submits. When Part B is submitted it is automatically linked to Part A.  

CBSA’s Assessment & Revenue Management (CARM) Project

The DG, Business Returns Directorate (BRD) provided an update on the CARM Project. He opened by mentioning that CRA’s Customs Business Number Registration (CBNR) unit in the Winnipeg Tax Centre currently registers and maintains the Import/Export (RM) program account on behalf of the Canada Border Services Agency (CBSA). The CARM Project will modernize the current assessment and revenue processes and systems. As a result of this change, the CRA will remove all functionality within CRA systems related to the registration and/or maintenance of CBSA Import/Export (RM) program account, which means that the CBNR unit in the Winnipeg Tax Centre will no longer be required to register and maintain these accounts for CBSA.

The CARM project change impacting the CBNR unit has been deferred several times. Business Returns Directorate (BRD) had previously advised the National Union in April 2021 of the change being planned for May 2022. BRD also coordinated with management of the WTC, and CBNR employees were advised of the anticipated change in April 2021.  

He further confirmed that the next release, currently planned for October 2023 (expecting confirmation of the go/no go decision on June 14th, 2023) will allow clients to register for an RM program account (15-digit BN) via the CBSA’s CARM Portal. Once the CBSA fully implements CARM, the registration and maintenance of RM program accounts will occur solely through the CARM system, supported by web services request, response messaging, and system messages.

This process will impact 9 FTEs once it is released. Management confirmed there should be no workforce adjustment as a result of this.

The Union asked if the 9 FTEs affected will be put on other duties. Management confirmed that the impacted employees (8 SP-04 and 1 SP-05) will be offered other work opportunities.

The Union asked Management to confirm that the second release will allow CBSA clients to open a CRA business account online. Management confirmed and added that RM accounts still require a business number. Management further confirmed that there has been some pushback with regards to the transition and how to get these types of services. CBSA will decide how they will move forward with this transition because CRA is delivering this program on their behalf.

The Union shared concerns about security and integrity impacts on the CRA as clients outside of Canada can decide to open an account. Management confirmed that the integrity of the business number is solid. CBSA will not be issuing 9-digit business numbers which can be used to open other R-type accounts with CRA without meeting the security and identification requirements.

Online Chat Demonstration

Jad Slim from the Information and Technology Branch (ITB) proceeded with a presentation of the core components of the Online Chat platform. He further confirmed that at this time it is only used for non account specific questions.

He proceeded with a demonstration of the different navigation tools of the online chat;

• Opening chat
• Queue waiting period
• Status of conversation
• Concurrent Chat (2 max)
• Transfer Client
• End conversation
• Survey
• Side navigation (agent resources)

The Union asked about the possible problematic of having a client transferred to another queue in which no agent is available to respond to the chat. Management confirmed that all agents are trained on all of the topics available for discussion through the chat platform. Moving forward, as new topics are added, Management will review the overall transfer process.

The Union also asked how Artificial Intelligence (AI) is being used for the Online Chat platform. Management proposed scheduling an AD Hoc meeting to provide a presentation on AI. There is also the possibility of inviting other branches to the conversation.

Workforce Management

The Director, Contact Centre Services Directorate opened the topic by mentioning that in 2018, the ABSB contact centres migrated to the Hosted Contact Centre Solution (HCCS) telephony platform. One of the key modules of HCCS is the Workforce Management (WFM) application. This tool provides a number of functionalities, such as: time off, shift bidding, shift trading, and adherence.

The first feature, time off, allows the agent to request time off electronically. The WFM application is compliant with the Collective Agreement and will provide a simplified and more efficient process to request time off. Management have successfully piloted this feature between June and December of 2022 in three contact centres with positive results.

The second feature is the Shift bidding; agents can bid on their preferred choices (top three) by a due date. Management encountered some challenges because they wanted to launch a pilot test of this feature in the Southern Ontario ITE Contact Centre (Hamilton) to gain valuable insight on how the system assigns shifts; the technical test will employ a fictitious forecast and schedule along with a randomizer to assign each agent a rank in WFM to resolve the bids. The results will then be analyzed by HQ to gauge the impact and degree of change based on each agent’s selected preferences.  

The next feature is Shift trading; the idea behind this functionality is to provide agents, knowing that they won`t be able to work their scheduled hours, with the flexibility to trade shifts. This functionality would allow agents to trade shifts amongst themselves. Management is not ready to launch this feature due to the complexities of the national operations.

The last feature is Adherence which is a measure of the agent’s logging in the system. During the 2023-2024 fiscal year, management will establish a national target for adherence and create a national working group with representatives from each of the contact centres to implement. Management will keep the Union updated on this and will provide more details either through this Committee or at the Contact Centre committee meetings.

The Union asked if he Shift Bidding tool is being used for weekly or monthly work schedule. Management responded by indicating that it would follow the same process to the one being used at the moment. They also added that there is a need to better understand the tool and its features before making a final decision.

The Union shared their concerns with the possibility for new agents to be stuck on a schedule with limited options for flexibility and having to be on a waiting list to be able to use the Shift Bidding tool. Management responded by mentioning that there are more options to the system to be tested before implementing the tool.

Special Election Return System

The Assistant Commissioner (AC), Assessment, Benefit, and Service Branch (ABSB) confirmed that this item will be presented at the next committee meeting.

First Home Savings Account

The Director, Strategic Projects Division shared the creation of the First Home Savings Account (FHSA) in the proposed Budget 2022. This is a new registered account to help individuals save money for purchasing their first home. The FHSA will allow Canadians to contribute a maximum of $8,000 each year, with a lifetime maximum contributions of $40,000. This new initiative started in the spring of 2023, giving those eligible individuals the opportunity to open an FHSA at their financial institution(s) and to begin contributing. Eligible contributions to an FHSA will be tax deductible, which individuals will be able to claim on their personal income tax and benefit return.

Management continued by confirming that the main components of the FHSA project will be delivered over 4 planned releases; January 2024, February 2024, May 2024 and October 2024.

The Union asked if this project will replace the First Time Home Buyers Plan. Management confirmed it is not the case as this is a new program on itself and it is slightly different from the Home Buyers plan which engages RRSP to buy a home and then repay it. The FHSA is a savings account set aside for the first time home buyers; with FHSA, you are allowed to contribute to a maximum of $8000 a years up to $40 000 over 5 years.

Introduction of SharePoint/OneDrive

The DG, Digital Workplace Services Directorate introduced this new topic by sharing background information. CRA will introduce M365 SharePoint & OneDrive which are 2 cloud powered productivity apps that will allow all employees to create, update and store their transitory information. On April 16, 2019, the Minister of Public Services and Procurement Canada, responsible for Shared Services Canada, announced that the Government of Canada had signed a renewed agreement with Microsoft Canada that included a new suite of modern digital communication and collaboration tools for public servants offered through M365. In June 2020, the CRA implemented Microsoft Teams and progressively implemented additional functionality to further enhance collaboration within its workplace. All employees will have the ability to collaborate and work on a shared document at the same time using the same tool from coast to coast.

The Union asked Management to confirm that there is a possibility for several people from different regions to see and edit the same document. Management confirmed that all attendees can update the shared document as well as see who has edited specific parts of the document. 

The Union also asked if there is a size limit to the cloud capacity. Management mentioned that each departments will have their own limits but confirmed that MST Teams limits are high.   

New equipment/technology to enhance use of Microsoft Teams in meeting/boardrooms

The DG, Digital Workplace Services Directorate also introduced this new topic by mentioning that CRA collaboration spaces, small to large meeting rooms, are being equipped with Microsoft Teams certified meeting room technology. This equipment will enable hybrid meetings, thus providing employees working from the office or at home with the ability to connect via virtual meetings. 

ITB, in collaboration with the Security Branch and Finance and Administration Branch the established Teams meeting rooms across Canada to support the return to onsite office presence; so far, ITB has procured, shipped, and deployed Teams meeting room technology to over 250 collaboration spaces and small meeting rooms in CRA worksites across Canada. ITB continues to work on determining what equipment will be required to ensure that CRA`s medium and large meeting rooms are properly set up for a hybrid environment.  That same exercise will be done next to ensure that training rooms and large boardrooms are also set up to meet all requirements. 
Local IT have been provided with training and support documentation to service CRA clients.

The Union asked what parameters are being used to define small, medium or large meeting rooms.

Management confirmed it is based on the number of people that each room can accommodate. Management also committed to provide a written definition to the Union. 

The Union also asked if Management has experienced any bandwidth issues. Management mentioned that they have been monitoring the system on a daily basis across all sites and have not yet seen buildings that have experienced any issues, except in a few cases where people were running very large back ups and specific jobs, which should not be performed during the day as it can affect the experience for everyone else at that site.

Fusion -Information Technology Service Management ITSM Tool Modernization Project

The DG, Digital Workplace Services Directorate shared background information by stating that ITSM refers to an organization’s planning, delivery, operations and control of IT services offered to clients through a combination of people, process and technology.

The CRA ITSM program supports approximately 70,000 CRA and CBSA end users using two commercial off-the-shelf ITSM products (BMC Service Desk and BMC Remedy 9) along with 25+ other connected systems and custom-built applications. 

Fusion is a multi-year project that will be implemented over four phases. Phase 1 will have the most direct impact to end users as it replaces IT current self-portal platforms for end users and the suite of ITSM tools used by the National IT Service Desk, CRA IT Deskside Support Services, CBSA End User Services and the CRA Corporate Systems Interactive Centre.

Management has confirmed that they are still at a very early stage of the process as they are planning testing and training for this tool. Management will continue consulting with the Union on the progress to ensure feedback is received and to optimize the client satisfaction.

The Union asked if phase 1 will impact the self service portal and passwords. Management confirmed that phase 1 will contain many noticeable changes for all users and further added that this will completely change the website they are currently using.

The Union added that opening IT tickets has been a frustrating experience and users have found ways around this process. They shared their hope that this new tool will upgrade this process. Management added that it will provide a better user experience. They have noticed a reduction in tickets being opened by users as the experience was too difficult. Management is also hopeful that this tool will reduce the number of calls to IT teams which will also make them more accessible to users.

Closing remarks

The UTE Regional Vice-President, Atlantic Region thanked everyone for their time and participation. He shared his appreciation of the Online Chat demonstration as it provided a visual explanation of this new initiative. He has also shared the importance for the Union to be briefed with any new CRA initiatives or tools that are going to be used by employees. 

Kira Sherry thanked participants on behalf of the AC, Assessment, Benefit and Service Branch who had stepped away to take an urgent call, for attending the meeting.