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1 - 15 of 244
Add a filter on Committee Evidence - PACP-82
Committee Evidence - PACP-82
2017-11-30
Bob Hamilton - 9:32
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 9:33
...More
Mr. Hamilton, your service failed to deliver 84% of the time. It failed 84% of the time.
You say you are not surprised, but what did you do not to be surprised? How can it be that you are not surprised that your service did not work 84% of the time?
That is unacceptable, sir.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Bob Hamilton - 9:33
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 9:34
...More
Okay, we can all improve in life, we get that.
Yet with an 84% failure rate, you do not need to improve; you need to shake things up or else we have to start over from scratch. Come on, it is not a question of improving. You need a change in course and a kick in the backside to get things working properly.
Mr. Hamilton, if you wanted to hire someone and they got 16% on their test, would you hire them?
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Bob Hamilton - 9:34
Bob Hamilton - 9:34
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 9:35
...More
Mr. Hamilton, do you realize that what you just said is an insult to the 84% of people who call and do not get the service to which they are entitled and which they pay for?
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Bob Hamilton - 9:35
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 9:35
...More
Mr. Hamilton, what I find very disappointing is the way you are talking about this as though it were a question of making a few improvements. We are talking about an 84% failure rate. What is needed here is not an improvement: you need to completely review the structure and, above all, the culture.
How have you been able to keep your job with an 84% failure rate?
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Bob Hamilton - 9:35
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 9:36
...More
That is your answer but it is unacceptable to Canadians.
What was done was more than a survey: it was demonstrated beyond any reasonable doubt that things are not working. You say that the technology has to be improved. That is not true. The role of technology is to support effectiveness; it is not the source of the problems. In the current culture, you are not worried about this. When you say that it is just a survey question and all that is needed is improvement, it is as though you are burying your head in the sand. I am sorry to have to be so harsh, Mr. Hamilton, but your answers are not acceptable.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Bob Hamilton - 9:37
Hon. Kevin Sorenson - 10:05
CPC (QC)
Gérard Deltell (Louis-Saint-Laurent)
2017-11-30 10:05
...More
Thank you, Mr. Chair.
In your introduction earlier, you said something that was right on the mark. In fact, I am convinced that the 337 other members of the House of Commons share your opinion.
We have received a lot of calls from Canadians who were outraged by this. These people are not millionaires or people who hire an accountant to fill out their tax return. They are ordinary citizens with a modest income. In most cases, they are seniors. Eight times out of ten, or 84% of the time, these people were not able to talk to an agent or, even worse, got incorrect information.
Did these people pay too much tax or not enough? That is the question, and it is obviously the first one that comes to mind for them.
Did they pay too much tax as a result of the incorrect information they were given?
Mr. Hamilton, what recourse do these people have?
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Bob Hamilton - 10:06
Bob Hamilton - 10:22
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-30 10:22
...More
There is only one perspective that matters here. That is the perspective of the people we're serving. Those are the people who are calling in. Those are the callers. From the callers' perspective, it's a 36% rate. From your department's perspective, it's a 90% rate. That is a huge variance. That actually is the best example of the culture issues that are so obviously existing. I don't think there's a member around this table right now who is thinking, “Yeah, we don't really have culture issues; we need a little bit more transparency and maybe we need to train some people better and get some better technology, and CRA is off to the races”.
I don't think that is a thing. That's the message I'm hearing, and I don't think that's a thing that exists around this table. I think you need to go back. I want to know who came up with the system to say that over half the callers aren't actually callers. I want to know who came out with these results, because they just don't make sense.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Hon. Kevin Sorenson - 10:23
Add a filter on Committee Evidence - INDU-85
Committee Evidence - INDU-85
2017-11-23
Dan Ruimy - 11:57
PPC (QC)
Hon. Maxime Bernier (Beauce)
2017-11-23 11:57
...More
Thank you.
My question is for you, Ms. Hart, and pertains to the deployment of the new services.
You assess the applications of companies who wish to offer those services and to receive funding to do so. Yet there is not just high-speed fibre optic service. I imagine there is also satellite Internet service.
How do you decide to help a supplier provide Internet service by satellite rather than fibre optic, for a specific region?
In the regions, people sometimes prefer fibre optic access over satellite. You provide funding so companies can offer one or the other.
How do you determine the type of service that people in a given region will receive?
...Less
Broadband Internet services
Rural communities
Service delivery
Susan Hart - 11:58
Add a filter on Committee Evidence - PACP-80
Committee Evidence - PACP-80
2017-11-23
Michael Ferguson - 9:44
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 9:45
...More
I know this wasn't necessarily the direct focus of the report, but have we seen circumstances when incorrect information was given out by the federal government and the federal government then changed the amount they're saying is owed, based on the information they gave out originally, or did we just not get there?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 9:46
Hon. Kevin Sorenson - 10:10
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:10
...More
Thank you, Mr. Chair.
I wanted to continue with the CRA audit. After determining a 30% inaccuracy rate in the information provided by persons working for the CRA, your report goes into the information that's provided by CRA in their auditing of their own activities, whether it's inaccuracy—their 6% rate versus your 30%—or the number of calls, because they don't include the blocked calls or calls that don't reach somebody in that process.
You recommend training. You recommend better services in tracking what's going on at the CRA. What do you recommend as a follow-up time period? To go from a 30% inaccuracy rate, what would be a good timeline for us to look at this and to ask for more information on changes that hopefully won't be needed?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Statistics
Michael Ferguson - 10:11
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:13
...More
Where is the issue? In your opinion, is this a top-down issue at this point? Is this strictly a training issue, whether it's on the quality assurance side or the people who are facing the client?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 10:13
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:15
...More
With all that said, if your business is taxation and somebody asks you when the interest is going to be charged on taxes owing, this is basically almost as easy a question as you can get. It amazes me that we need a screen to do that. How is it that we don't have training in place to show these people? This is basic.
If somebody called me when I was a banker and asked, “Alex, when does the interest start accruing?”, I knew the answer to that every single time—and it's different on every single deal—because I just know my business. How do our employees not know their business when it comes to everybody in the country having the same answer?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 10:16
Add a filter on Committee Evidence - ACVA-64
Committee Evidence - ACVA-64
2017-11-02
Neil Ellis - 8:56
CPC (ON)
Phil McColeman (Brantford—Brant)
2017-11-02 8:56
...More
Thank you, Chair.
Thank you, Mr. Walbourne, for your testimony today and for being here.
I read your latest report, and when I look at the things you're saying, it makes me wonder what you would do if you had a clean slate, if none of these barriers existed.
In other words, you're a painter and you have a blank canvas. How would you establish a system that would work for the best possible delivery of benefits for our serving members in that transition time to Veterans Affairs? What would it be? What would it look like?
...Less
Government programs
Service delivery
Veterans benefits
Gary Walbourne - 8:57
Add a filter on Committee Evidence - CIMM-62
Committee Evidence - CIMM-62
2017-05-29
Michael MacDonald - 17:47
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-05-29 17:48
...More
I guess the question is what we do now. Do we get rid of them? Does the department take it over?
Maybe I'm alone, but my observation listening to the testimony is that it's not working.
In fact, maybe you could elaborate on this. What concerns does the department have with respect to the ICCRC and its tenure as a regulator over the last six years? You must have thoughts on whether it should continue, whether it can be fixed, and whether we should have something else.
...Less
Consultants
Immigration and immigrants
Immigration Consultants of Canada Regula ...
Service delivery
Michael MacDonald - 17:48
Borys Wrzesnewskyj - 17:53
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-05-29 17:53
...More
If I can follow up, the public trust is the main thing. The public trust isn't there so far. I know that you are doing your level best, but it hasn't worked for the last number of years. Mr. Tilson asked if you—the government, the body—should take over, redo the whole thing, and let this ICCRC go and—
...Less
Client satisfaction
Consultants
Immigration and immigrants
Immigration Consultants of Canada Regula ...
Service delivery
Borys Wrzesnewskyj - 17:53
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