New CRA chief service officer to consult with Canadians

If you have a concern to address with CRA, the agency is taking steps to listen.

During a town hall meeting on Monday with CRA employees, national revenue minister Diane Lebouthillier highlighted the appointment of Mireille Laroche as the agency’s first chief service officer.

Laroche will lead the agency’s “service transformation agenda with an integrated, client-focused approach,” says a release.

Part of her mandate includes conducting a series of consultations with Canadians during tax-filing season—both online and in person. The goal is to identify service improvements, says the release.

Design consultations will also be held with “key stakeholders and users” to create service improvements that respond directly to client needs, it says.

CRA is 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.

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