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George Arsenijevic

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CRA has the most heavily used website with over 23 M visits last ... 2005 My Account on Secure Channel. Some History (individuals) 10. Building Blocks. EFILE ... – PowerPoint PPT presentation

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Title: George Arsenijevic


1
George Arsenijevic Deputy Assistant
Commissioner Assessment Client Services Branch
Leveraging Information Technology
2
The CRA at a Glance
  • In 2004, CRA
  • Collected 300 billion in revenue
  • Redistributed 12 billion in credits and benefits
    to over 10 million Canadians
  • Processed 31 million returns (T1, T2, T3)
  • Answered 30 million public enquiries
  • Processed 34 million payments
  • Administered over 50 agreements with other
    government departments and agencies for joint
    program delivery
  • Had 33,000 permanent employees and up to 10,000
    term employees at over 50 service sites

3
Good Service Contributes to Other Goals
  • Research has shown clients who receive good
    service from government have a more positive
    overall view of their government
  • Service is also part of CRAs compliance strategy
  • Education and prevention via outreach
  • Clear information and guides help perople
    understand their obligations and voluntarily
    comply
  • Simplification of forms and built in edits in
    electronic filing help avoid errors
  • Promoting GST Credits for 19 year olds gets them
    filing early
  • Proactive service is important in getting the
    right benefit to the right person at the right
    time

4
A Word on Service Channels
  • On-Line
  • Telephone
  • Mail
  • In person

5
Service Model
6
CRAs goals for e-commerce
  • Keeping up with modern business practices
  • Irresistible self-service
  • Improve services
  • Maintain/improve compliance capacity
  • Cost efficiencies

7
CRAs Experience to date
  • CRA has been a world leader in getting services
    on-line, first with transactions (EFILE) and now
    with well organised information
  • CRA is driving up volumes of electronic volumes,
    year after year
  • CRA has the most heavily used website with over
    23 M visits last year, and 24.5 M visits as of
    October this year

8
CRAs Experience to date (contd)
  • Transaction times have been significantly reduces
    with quality improvements
  • More data is available for compliance programs
  • Some cost efficiencies have been realised.
  • CRA has led on behalf of GoC
  • Development of My Account concept
  • Authentication Management Services for secure
    transactions on-line
  • Third Party Privilege Management so others can be
    authorised to work on your behalf, securely.

9
Some History (individuals)
  • 1990 EFILE Pilot
  • 1993 EFILE goes National
  • 1995 TELEFILE and EDI EFILE
  • 1995 CRA Website is created
  • 1999 NETFILE Pilot
  • 2000 NETFILE
  • 2002 EFILE On-Line
  • 2003 My Account
  • 2004 On-Line EFILE registration T1/T2
  • 2005 My Account on Secure Channel

10
Building Blocks
  • EFILE
  • builds on paper processing infrastructure no
    receipts risk scoring suitability screening
  • TELEFILE
  • builds on EFILE experience first step in dealing
    with self preparers electronically telephone
    access code
  • NETFILE
  • combines EFILE and TELEFILE experiences

11
Building Blocks (contd)
  • Business Applications, e.g. T2, GST/HST, T4, BRO
  • Uses experiences from individuals-based
    applications to provide more complex business
    applications
  • My Account
  • Applies lessons learned from filing to other
    business lines, such as
  • Address Change On-Line
  • Change My Return

12
Lessons Learned
  • Technology
  • Dont need to rebuild legacy systems
  • Lever or Enabler?
  • Organizational capacity/readiness
  • Client Feedback
  • Private Sector - Leveraging Third Parties
  • Importance of a thorough Cost Benefit Analysis

13
Challenges
  • Increasing e-commerce takeup
  • Privacy vs usability/efficiency
  • Adding service channels while maintaining all
    existing channels
  • Common Service Platforms
  • Re-engineering back-end business processes

14
On-Line Services are not for All
  • Filed by tax professionals 2003 2004 2005 (as of
    Nov)
  • EFILE 6.7M 7.3M 7.8M
  • Computer-printed 3.4M 3.2M 2.9M
  • Hand prepared 0.16M 0.2M 0.2M
  • Self-prepared
  • NETFILE 2.4M 3.05M 3.5M
  • TELEFILE 0.64M 0.66M 0.62M
  • Computer-printed 3.1M 2.8M 2.5M
  • Hand prepared 6.3M 6.09M 5.78M
  • Total 23M 23.3M 23.3M

15
Strategies to build On-Line Traffic
  • Trade Shows
  • Print and Electronic Media
  • Direct and Targeted Marketing
  • Volunteer Program
  • Expand Services
  • Product Design

16
The new face of www.cra.gc.ca
17
Electronic Services Available
  • Business
  • Click-to-Talk (Smartlinks)
  • Business Registration Online
  • Corporation Internet Filing
  • GST/HST NETFILE
  • Electronic Payments for Business
  • Services for Payroll
  • Online Requests for Business
  • Electronic Mailing Lists
  • Individuals
  • Smartlinks
  • NETFILE
  • EFILE
  • TELEFILE
  • My Account

18
My Account
19
On-Line Statistics 2005
  • Electronic Population
  • T1 EFILE 7,806,310
  • T1 NETFILE 3,484,048
  • T1 TELEFILE 616,423
  • Total T1 11,906,781 24,500,000
  • GST NETFILE 250,000 3,000,000
  • GST TELEFILE 459,000 3,000,000
  • T2 Internet Filing 93,416 1,400,000
  • T4 Internet Filing 81,049 1,100,000
  • Business Registration 35,554 417,000
  • Payments 4,868,178 34,000,000

20
Some Future Initiatives
  • My Business Account
  • Third Party Privilege Management
  • Internet File Transfer
  • Benefits
  • Child and Family Benefits On-Line
  • Notice Information On-Line
  • Online Marital Status Update

21
My Business Account
22
Third Party Privilege Management
23
Internet File Transfer - January 2006
  • Internet File Transfer (XML) will be available
    for the following information returns
  • T1204
  • T3
  • T4A, T4A-NR, T4E, T4RIF, T4RSP
  • T5, T5008, T5007, T5018
  • NR4, and
  • RRSP Contribution Receipt.  

24
George Arsenijevic Deputy Assistant
Commissioner Assessment Client Services Branch
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