Interventions in Committee
 
 
 
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Bob Hamilton
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Bob Hamilton
2017-11-30 10:11
Mr. Chair, it's an interesting question. I'm pleased to say that the morale in this area is high.
I'll just refer to the example last year on the appeals audit, which, again, was difficult for us because it pointed to a number of shortcomings in our appeals process in terms of timeliness. We weren't giving information in a way that tax payers expected. When I talked to the appeals people afterwards, they were actually somewhat energized. To go back, people there understand some of the problems in the system. When we have a motivated action plan to correct it, they get energized by it.
I did ask the question. I sent out the message, as indicated, to tell people about the report, the importance for us, and the importance of improving. I asked the representatives from the call centres how people are feeling. They said that they actually feel good. They're feeling that this is an opportunity for us to really improve, to make sure that we're giving them the right tools. We have the technology on the horizon, but there will be an importance, a priority, attached to this by virtue of what I'm doing and by virtue of what Frank and Gillian are doing. People are seizing that opportunity.
We have to deliver on that. I know that will be an issue for the committee and the Auditor General. Are we going to commit to improving the way that we've laid out in our action plan? I believe that we will. Our employees will be expecting that and putting our feet to the fire.
For the moment I can say, yes, they're feeling motivated to make improvements to the system.
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