Policy & Ethicscall centrescustomer servicetrainingpublic sector
Government Plans Long-Term Reform For CRA
6.0
The federal government says it is developing a three-to-five-year plan for the Canada Revenue Agency as the CRA's 100-day call-centre improvement plan ends next week on Dec. 11, 2025. Auditor General Karen Hogan reported staff answered just 17 percent of individual tax questions accurately after four months of test calls, prompting standardized training and plans to deploy artificial intelligence to boost accuracy.
Key Points
- 1Announces three-to-five-year plan as 100-day CRA call-centre improvement effort ends Dec. 11, 2025
- 2Cites Auditor General finding only 17 percent of individual tax answers were accurate, indicating systemic service problems
- 3Suggests rolling out standardized training and deploying AI to improve agent accuracy and public service delivery
Scoring Rationale
Official AG report and government plan increase relevance; limited novelty and national scope constrain broader industry impact.
Sources
Public references used for this report.
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