The federal government has earmarked hundreds of millions of dollars to improve customer service at the Canada Revenue Agency (CRA) — but people who regularly deal with the country’s tax collector say it hasn’t had much of an effect, with telephone wait times sometimes clocking in at more than two hours.
Who knew? Cutting nearly 2000 CRA employees results in slower service.
I don’t blame the employees at all, it really is the administration of the CRA that seems to be perpetually living in the past. The article describes simple improvements, like a callback feature, which would merely put them on par with what corporations like banks do.
He said a callback feature, while costly to implement, might be the solution.
Boileau first recommended this option in his 2020-21 annual report, but the CRA has been slow to implement it because of financial concerns, he said.
I’m curious as to what the cost actually is. Have they done an estimate? Is it more expensive than 1800 employees?
I know I’m being a bit peevish here, but it is worthwhile to explore the cost/benefits of such a system.