The Canada Revenue Agency (CRA) requires the services of an external party to validate its current service outcomes and assess and optimize how it leverages feedback to ensure that Canadians’ service expectations and needs are met.
The CRA has embarked on a significant transformation agenda to enhance its services and to ensure that the interactions its officers have on a daily basis with Canadians are reflective of this renewed focus on service. While this agenda has had tangible impacts on the interactions between Canadians and the CRA, there are a number of pressure points that remain within processes and services that continue to require a sustained effort to ensure that the CRA meets expectations of and provides world class service to Canadians. To this end, the CRA has recently appointed its first Chief Service Officer to further integrate and develop its service vision and provide client-centric service offerings that span across the service continuum.
The CRA requires external assistance to validate its service outcomes and assess and optimize its feedback approach to ensure that Canadians’ service expectations and needs are met. Specifically, the Contractor will be required to review and validate the CRA’s service outcomes and underlying principles against notably the Government’s priorities, and overall trends regarding public and private service delivery
