The Canada Revenue Agency (CRA) is embarking on an extensive hiring initiative to recruit approximately 1,700 call center staff in anticipation of the upcoming tax season. This move aims to bolster the agency’s workforce to address a significant increase in call volume. During peak times, the CRA typically fields more than 300,000 calls daily.
Staffing Goals and Current Workforce
Melanie Serjak, the CRA’s assistant commissioner, announced that the agency is striving to increase its total number of agents to about 4,500 to meet heightened demand. Currently, around 2,700 employees are assigned to call centers. During last year’s tax season, the agency employed approximately 3,300 call center workers. The goal this year is to add over 1,000 new employees.
Flexibility in Staffing
- The CRA regularly rehired temporary staff during peak seasons.
- This approach allows for flexibility in managing workload throughout the year.
Public Service Job Cuts and Context
As the CRA prepares to expand its workforce, many government departments are announcing potential job cuts. The Public Service Alliance of Canada reported that approximately 219 members at Natural Resources Canada received job cut notices. Similar notifications were issued to members from other departments, including:
- 109 at the Public Service Commission of Canada
- 92 at Crown-Indigenous Relations and Northern Affairs Canada
- 74 at the Department of Finance
The federal government is aiming to reduce program spending by $60 billion over the next five years, including workforce adjustments. However, CRA officials, including assistant commissioner Maxime Guenette, stated that no immediate workforce cuts are anticipated.
Addressing Call Center Delays
In an effort to improve service, Finance Minister François-Philippe Champagne set a 100-day timeline for the CRA to tackle call delays. The deadline for enhancing operational performance is December 11. As part of this initiative, the agency has reported a significant improvement in call response rates, increasing from 35% to a targeted 70%, and peaking at 92% at times.
Improving Customer Service
Despite the improvements, concerns remain regarding the accuracy of information provided by call center agents. The Auditor General’s recent report highlighted that only 17% of answers to individual tax questions were correctly addressed during a four-month evaluation. The CRA, however, insists that it achieved a 92% accuracy rate across over 100,000 call evaluations this year.
Future Plans for the CRA
As the 100-day improvement plan approaches its endpoint, Wayne Long, the secretary of state for the CRA, indicated that a comprehensive three-to-five-year strategy is in development. This plan aims to enhance overall service quality moving forward, especially as the tax season approaches.
In summary, the CRA is not only focusing on recruiting 1,700 additional call center staff but is also engaged in broader efforts to enhance service delivery and operational efficiency as it prepares for the busy tax season.
