The Canada Revenue Agency (CRA) has launched a 100-day plan to address recent service challenges and improve how Canadians access support. The initiative focuses on reducing delays, expanding digital tools, and ensuring faster, more reliable service.
Key Focus Areas:
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Answering More Calls
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Added more call centre agents (as of Sept 8) to cut down wait times.
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Call response rates have already improved from 37% in late June to 57% in early September, with a goal of 70% by mid-October.
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Expanding Digital Self-Service
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Extended online chat hours (8 a.m. – 8 p.m. EST) starting Sept 29.
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Improved web content and promoted the “Skip the line” digital campaign.
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From Oct 20, locked-out users can reset credentials online without calling.
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By early Nov, the GenAI chatbot will cover more topics.
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Fixing Root Causes of Delays
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Targeted teams are addressing backlogs, including T1 tax adjustments.
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Using generative AI and automation to speed up processing.
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Modernizing Services
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Testing new tools, including a call-scheduling system recommended by the Taxpayers’ Ombudsperson.
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Reporting progress on a dedicated webpage, with links to “Skip the line” and processing time updates.
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Overall Goal:
To improve access, reduce wait times, and modernize services so Canadians get quicker and more reliable support from the CRA.