Tax Law Services Prairie Region
July 2011

8. Observations – Client satisfaction

8.1 Level of client satisfaction with the services provided.

The Canada Revenue Agency is satisfied with the TLS – Prairie Region’s level of service.

Client satisfaction levels are a direct result of the quality of service clients receive from a service provider. Open communication, reliability, and positive past experiences are key indicators of high client satisfaction levels.

During our consultation with CRA senior management in the TLS – Prairie Region and in the National Capital Region, we found that TLS – Prairie Region senior management are in continuous communication with the client regarding current and future workloads. Both TLS – Prairie Region senior management and CRA client representatives stated that the quality of communications between the two organizations is exceptional with respect to addressing file risk management and legal decisions. We found that TLS – Prairie Region senior management keep CRA well informed as to the progress of each file, and that issues are addressed in a timely and efficient manner. There are regular and ongoing meetings throughout the year between CRA and TLS – Prairie Region where all pertinent matters are discussed. CRA senior management advised the audit team that court-appointed deadlines are always met and that TLS – Prairie Region legal counsel are extremely efficient.

We reviewed the Department of Justice Canada Client Feedback Survey – Tax Law Services Portfolio Results 2008. We found that the overall satisfaction level of the CRA was 87%. This performance indicator was supported by comments we received from CRA senior management and regional personnel that indicated that TLS service standards are always met and often exceeded. Although the 2008 client survey was specifically in response to the TLS Portfolio Office service levels, the feedback included service levels across the Portfolio including the TLS – Prairie Region. Client management also specified that CRA input is always incorporated as the file progresses through the court process and that all CRA files are addressed with due diligence, dedication, and top quality care.

In our opinion, CRA is satisfied with the level of service being provided by TLS – Prairie Region.

Date modified: