Summary of the Winnipeg session with individuals

On June 4, 2019, the Canada Revenue Agency (CRA) conducted a consultation in Winnipeg with 25 members of the general population. This was the final in-person session of the Serving Canadians Better consultations that the CRA conducted in May and June 2019, as part of its ongoing efforts to improve client experience.

At this session, the group described the need for more personalized service, improved integration across departments, and more convenient service. They identified how the changing nature of work hours, and the fact that more people are holding down multiple jobs, means that there is a need for extended service hours for the call centre. There was a significant amount of interest in filing simple tax returns by phone and expanding the ‘File My Return’ service.

When speaking about client service, the group agreed that they want a more personal experience that makes them feel like the CRA has their best interests at heart. Examples include being greeted by name by CRA agents, having specialists resolve specific problems, and having the CRA provide improved education about benefits and credits. The group also identified several positive elements in the CRA’s service to Canadians. They mentioned that call centre waiting times had improved, technological aspects were advancing, and that preparing tax reports has become easier than it used to be.

This feedback represents a small but important part of the input the CRA is gathering during the Serving Canadians Better consultation. For those who did not get the chance to participate in an in-person session, the online consultation is open until June 18, 2019. The final report of the feedback provided in-person and online, should be available in Fall 2019.