What we examined (see Focus of the audit)

The Canada Revenue Agency processes more than 30 million tax returns annually. It also administers and collects business payroll payments and goods and services taxes.

The Agency’s call centres are meant to give individuals and businesses timely, accurate information about their taxes, credits, and benefits. At the time of the audit, the Agency operated nine call centres across Canada.

The Agency’s online services and telephone call centres are the primary ways for the public to obtain tax information. The Agency’s call centres help callers with specific questions. They are also the main source of information for those who do not have Internet access, those who are uncomfortable using computers, and those who cannot find answers on the Agency’s website.

This audit focused on whether the Canada Revenue Agency’s call centres provided Canadian taxpayers with timely access to accurate information.

Why we did this audit

This audit is important because call centres are a key source of information. If taxpayers cannot get timely access to accurate information, they may file incorrect returns, miss filing deadlines, pay too little or too much tax (and later be subject to reassessment), or miss out on benefits they are eligible to receive.

What we concluded

We concluded that the Canada Revenue Agency’s call centres did not provide taxpayers with timely access to call centre agents. Based on our test results, agents gave taxpayers information that was not accurate almost 30 percent of the time. While the Agency reported that it met its targets for both access and timeliness, its performance measures were incomplete and its call centres’ results were overstated.

What we found

Access and timelines

Overall, we found that the Canada Revenue Agency gave taxpayers very limited access to its call centre services, including both the automated self-service system and call centre agents.

We found that the Agency blocked more than half of the calls it received (about 29 million out of 53.5 million) because it could not handle the volume. Blocked calls were those that did not reach either an agent or the automated self-service system. Instead, they were given either a busy signal or a message to go to the website or call back later. This means that each caller made an average of three or four call attempts per week. Even after several attempts, some callers did not always reach an agent or the automated self-service system.

This finding matters because taxpayers need timely access to accurate information to help them prepare their tax returns and to ensure that their benefits are correct. For callers who do not have Internet access, the call centres may be the only way for them to ask for information.

• Call centre agents answered only about one third of calls to the Canada Revenue Agency’s call centres

  Recommendation. The Canada Revenue Agency should

  • review how it manages its incoming calls to improve access by considering practices such as increasing their maximum wait times to speak with an agent; and
  • consider giving callers information on call wait times to access an agent so they can decide if they prefer to wait, use self-service options such as the website, or call back later.

Accuracy

When agents responded to our tax questions, they gave us wrong information almost 30 percent of the time. This meant that the actual rate of agent errors was significantly higher than the Canada Revenue Agency’s own test results. One reason for the high rate of incorrect responses could be gaps in training. Another could be that agents must use too many different applications to look for answers. We also found that the Agency’s National Quality and Accuracy Learning Program did not test the accuracy of agents’ responses effectively or independently.

This finding matters because the Agency made a commitment under the Taxpayer Bill of Rights to give taxpayers accurate information. To do this, the Agency has to know what percentage of call centre agent responses are wrong, and use that information to improve both the training and information available to agents.

• Call centre agents gave us inaccurate information almost 30 percent of the time

  Recommendation. The Canada Revenue Agency should ensure that its quality assurance practices generate more effective results in order to improve accuracy, identify opportunities for continuous improvement, and identify and monitor training needs.

• The Agency’s testing for accuracy was unreliable and underestimated how often agents provided wrong answers

  Recommendation. The Canada Revenue Agency should ensure that its quality assurance practices generate more effective results in order to improve accuracy, identify opportunities for continuous improvement, and identify and monitor training needs.

Reporting

Overall, we found that the Canada Revenue Agency’s public reporting overstated its call centres’ results. The reporting did not account for the Agency’s blocking of about 29 million calls, more than half its total call volume. These are the calls that received a busy signal or a message to go to the website or call back later.

According to the Agency, about 90 percent of callers are connected to either the automated self-service system or a call centre agent. By blocking and redirecting calls, the Agency was able to report that it had met its targets for all telephone lines. However, when blocked calls are factored in, the Agency’s overall success rate was 36 percent.

This finding matters because the Agency needs performance measures that reflect callers’ experiences in order to improve its services. Its current reporting methods did not lead to improvement, nor did they accurately inform the public of the Agency’s actual level of service.

• The Agency overstated its call centres’ results in its public reporting

  Recommendation. The Canada Revenue Agency should assess and improve its performance indicators and its reporting on the accessibility, accuracy, and timeliness of its call centre services.

Entity Responses to Recommendations

The audited entity agrees with our recommendations and has responded (see List of Recommendations).

Related Information

Report of the	Auditor General of Canada
Type of product	Performance audit
Topics	Business and Industry Public Administration Public Service Taxation
Entities	Canada Revenue Agency
Completion date	22 September 2017
Tabling date	21 November 2017
Related audits	Report 2—Income Tax Objections—Canada Revenue Agency, 2016 Fall Reports of the Auditor General of Canada Chapter 2—Access to Online Services, 2013 Fall Report of the Auditor General of Canada

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