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2021 service experience and Canada Revenue Agency's outcomes research study : methodology report / prepared for: Canada Revenue Agency (CRA).: Rv4-139/1-2021E-PDF ; Rv4-139/2-2021E-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 - was developed internally by the CRA’s Performance Measurement Centre of Expertise (PMCoE) to be used for this research purpose. This theoretical model has been 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=9.902778&sl=0

Publication information
Department/Agency
  • Canada Revenue Agency, issuing body.
  • Ipsos (Firm), consultant.
Title2021 service experience and Canada Revenue Agency's outcomes research study : methodology report / prepared for: Canada Revenue Agency (CRA).
Variant title
  • 2021 service experience and Canada Revenue Agency's outcomes research : methodology report
Publication typeMonograph
Language[English]
Other language editions[French]
Earlier editionMethodology report : 2019
FormatDigital text
Electronic document
Note(s)
  • Cover title.
  • "March 2021."
  • "Supplier name: Ipsos Limited Partnership."
  • "Contract number: 46558-21-6838."
  • "Registration number: POR 114-20."
  • Issued also in French under title: Étude sur l'expérience de service et les résultats de l'Agence du revenu du Canada en 2021 : rapport de méthodologie.
  • Includes some text in French.
Publishing information
  • [Ottawa] : Canada Revenue Agency = Agence du revenu du Canada, 2021.
  • ©2021
Description1 online resource (51 pages) + 1 summary (6 pages)
ISBN9780660401430 9780660401447
Catalogue number
  • Rv4-139/1-2021E-PDF
  • Rv4-139/2-2021E-PDF
Subject terms
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