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
| Department/Agency | Canada Revenue Agency, issuing body. Ipsos (Firm), consultant. |
|---|---|
| Title | 2021 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 type | Monograph |
| Language | [English] |
| Other language editions | [French] |
| Earlier edition | Methodology report : 2019 |
| Format | Electronic |
| 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 |
| Description | 1 online resource (51 pages) + 1 summary (6 pages) |
| ISBN | 9780660401430 9780660401447 |
| Catalogue number |
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| Subject terms | Canada Revenue Agency -- Customer services -- Public opinion. Tax returns -- Canada -- Public opinion. Tax administration and procedure -- Canada -- Public opinion. Public opinion -- Canada. |
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