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Canada Revenue Agency Modernizing Services

The Government of Canada is committed to making the Canada Revenue Agency (CRA) deliver the highest level of service to Canadians from coast-to-coast-to-coast.

The Honourable Diane Lebouthillier, Minister of National Revenue, today announced the launch of the CRA’s Service Renewal Initiative, which will improve the way Canadians engage with the Agency by streamlining processing activities and creating three new National Verification and Collections Centres (NVCCs).

Canadians are increasingly turning to the Internet to file their taxes. In 2016, approximately 16% of Canadians filed their tax returns on paper – about a 66% drop in just over ten years. The CRA needs to adapt to this reality in order to continue offering world-class services that are readily accessible to all Canadians.

Today’s announcement will result in the CRA hiring more staff to provide service to Canadians, which will result in faster, more efficient processing and better handling of calls to call centres. The Government of Canada also recognizes the need to work closely with unions and local partners to assist those individuals – and their families – impacted by this transition.

The CRA’s nine processing centres across the country (located in Surrey, Winnipeg, Sudbury, Jonquière, Shawinigan, Summerside, and St. John’s, and the two specialized Ottawa sites—Ottawa Technology Centre and the International and Ottawa Tax Services Office) will be transitioned into seven specialized sites:

Four (Winnipeg, Sudbury, Jonquière, Summerside) will now specialize in processing and grow in size;
Three (Surrey, Shawinigan, St. John’s) will be converted to NVCCs and will grow using Budget 2016 funding and funding reallocated from other sites; and
Some work from the two specialized processing sites in Ottawa will also gradually be consolidated to other sites across the country.

Making smart decisions and sound investments today allows us to create good paying jobs to meet the needs of Canadians in an ever-growing digital environment.


“Service Renewal will improve service delivery to Canadians, offer continued opportunity to employees and ensure a strong presence in all regions of the country. This will improve the CRA’s effectiveness, and strengthen its ability to deliver on the Government of Canada’s mandate and better serve Canadians.”

– The Honourable Diane Lebouthillier, Minister of National Revenue

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