Methodology report : 2019 service experience and Canadian Revenue Agency's outcomes research study.: Rv4-139/2020E-PDF
"The Canadian Revenue Agency (CRA) is conducting primary research among Canadian taxpayers and among tax intermediaries to identify the drivers of Client Experience and understand its role in achieving CRA’s ultimate outcomes, namely satisfaction, trust and voluntary compliance. A theoretical model including advanced psychometric and statistical analysis that was developed internally by the CRA’s Performance Measurement Centre of Expertise (PMCoE) will be used. This theoretical model is developed to meet the CRA’s particular needs and the survey results will provide essential information on performance measurement that is aligned with the CRA’s Departmental Results Framework (DRF)"--Executive summary, page 5.
Permanent link to this Catalogue record:
publications.gc.ca/pub?id=9.888073&sl=0
| Department/Agency |
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| Title | Methodology report : 2019 service experience and Canadian Revenue Agency's outcomes research study. |
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| Publication type | Monograph |
| Language | [English] |
| Other language editions | [French] |
| Later edition | 2021 service experience and Canada Revenue Agency's outcomes research study : |
| Format | Digital text |
| Electronic document |
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| Publishing information |
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| Description | 1 online resource (45 pages) + executive summary (6 pages) |
| ISBN | 9780660351551 |
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| Subject terms |
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