Questions and responses 43rd Parliament, 1st session December 5, 2019, to August 18, 2020

With regard to the Canada Revenue Agency (CRA): (a) what are all of the current 1-800 telephone numbers that Canadians can use to call the CRA; (b) for each 1-800 telephone number, which taxpayers are intended to use each telephone number and which specific services are available; (c) broken down by month, since January 1, 2018, how many telephone calls have been received by each telephone number; and (d) broken down by month, since January 2018, what was the average wait time or time on hold for callers to each telephone number?

With regard to call centres across the government, broken down by fiscal year from 2011-12 to 2018-19, by department and by call centre: (a) what is the rate of inaccurate information provided by call agents; (b) what is the annual funding allocated; (c) how many full-time call agents have been allocated; (d) how many calls couId not be directed to a call agent; (e) what is the wait time target set; (f) what is the actual performance against the wait time target; (g) what is the average wait time to speak to a call agent; (h) what is the established call volume threshold above which callers are referred to the automated system; and (i) what is the method used to test the accuracy of responses given by call agents to callers?

With regard to the Employment Insurance, Canada Pension Plan and Old Age Security program call centers, broken down by fiscal year and by call center for each fiscal year between 2011-12 and 2018-19: (a) what is the annual allocated funding; (b) how many full-time call agents have been allocated; (c) how many calls could not be routed to a call agent; (d) what is the speed target set by the department; (e) what is the actual performance against the speed target; (f) what is the average waiting time before speaking to an agent; (g) what is the call volume threshold established by the department beyond which callers are diverted to the automated system; (h) what is the error rate of the information transmitted by the call agents to the callers; and (i) what is the method used by the department to assess the error rate of the information transmitted by the call agents to the callers?

With regard to the call centres of the Canada Revenue Agency (CRA), for the fiscal years 2017-18 and 2018-19, broken down by business and by individual: (a) what is the number of calls received by the CRA; (b) what is the number of calls that were neither answered by an agent nor transferred to the automated self-service system; (c) what is the number of calls received by the automated self-service system; (d) what is the number of calls answered by an agent; (e) what is the number of calls not answered, broken down by (i) the number of callers who did not choose to use self-service through the automated service, (ii) the number of callers who got a busy signal; (f) what is the average time spent waiting to speak to an agent; (g) what is the change in the number of agents, broken down by (i) month, (ii) call centre; (h) what is the error rate for call centre agents, broken down by (i) National Quality and Accuracy Learning Program, (ii) Audit, Evaluation and Risk Branch; and (i) what is the number of call centres that have completed the transition to the new telephony platform as part of the Government of Canada Contact Centre Transformation Initiative?

With regard to Section 2.33 of the Fall 2017 Report of the Auditor General of Canada which states in reference to the Canada Revenue Agency (CRA) that “They gave us wrong information almost 30 per cent of the time”: (a) what specific action has CRA taken since the publication of the report to stop the dissemination or wrong information; and (b) what are the latest available statistics regarding how often CRA disseminates wrong information?