The Canada Revenue Agency (CRA) takes pride in serving millions of Canadians from coast to coast to coast each and every year. Its goal is to be trusted, fair and helpful by putting people first.

Today, during a town hall meeting with CRA employees, the Minister of National Revenue, the Honourable Diane Lebouthillier, highlighted the appointment of Mireille Laroche as the first Chief Service Officer. Mrs. Laroche and her experienced team will be in charge of leading the Agency’s service transformation agenda with an integrated, client-focused approach. In so doing, the CRA stands among other public and private-sector organizations that are committed to the pursuit of excellence in client experience, and demonstrates that commitment through active leadership.

As part of her mandate, the Chief Service Officer will conduct a series of consultations with Canadians. These activities build upon the success the CRA has experienced with its Serving You Better consultations with small and medium businesses, and will include:

• launching public consultations (online and in person) during tax-filing season to consult individuals on service improvements; and
• holding a series of “design jams” with key stakeholders and users to promote co-creation of service improvements that respond directly to client needs.

On top of these efforts, the CRA is also establishing an external advisory panel on service, comprising experts from the public, private and non-for-profit sectors to advise on emerging trends and practices in service design and delivery.