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CRA appoints first chief service officer

Friday, November 02, 2018 @ 2:12 PM | By John Chunn

Minister of National Revenue Diane Lebouthillier announced the appointment of Mireille Laroche on Oct. 29 as the Canada Revenue Agency’s (CRA) first chief service officer.

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.

“Over the years, the CRA has done a lot to improve services to Canadians, but we know we need to do more. I look forward to working with my colleagues throughout government, along with stakeholders and partners, to renew the Agency’s service agenda through an integrated, client-centric approach,” said Laroche.

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.
“Over the past three years, our government has introduced a number of services to make it easier, faster and more secure for Canadians to file their taxes and get the credits and benefits to which they are entitled,” said Lebouthillier. “These changes are leading to real results for Canadians. However, there is still much to be done for the CRA to achieve its goal. The appointment of a new chief service officer and the launch of these consultations demonstrate the CRA’s commitment to listening to Canadians, changing how it operates and improving its services by putting Canadians at the centre of everything we do.”