Tax and Revenue Administration 2001 Client Survey Results

2001 CLIENT SURVEY RESULTS

Index

• Introduction
• Scoring
• Program Codes
• TRA Response to Survey Results
• TRA Contact
• Comparative Analysis of 2001 Client Survey Results (a PDF file)
• Summary of Comments and Suggestions

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Introduction

Tax and Revenue Administration (TRA) conducts an annual survey to determine the satisfaction of its "clients" (the people who deal with TRA) with the administration of the tax and rebate programs, and with what it costs the clients to comply with the relevant legislation. The survey also provides space for comments and suggestions. Overall results of the surveys are included as performance measures in the departmental business plans.

Scoring

In this year’s survey, the participants were asked to rate their level of satisfaction with factors relating to TRA’s service. A six point scale was used to measure the level of satisfaction with each factor. The scale included 6 Very Satisfied, 5 Satisfied, 4 Somewhat Satisfied, 3 Somewhat Dissatisfied, 2 Dissatisfied and 1 Very Dissatisfied. The scores for each question were added and the total divided by the number of people who answered the question. The result is then divided by 6 (6 being a perfect score) and the result shown is the level of satisfaction with that particular service.  The responses for questions relating to a functional area within TRA (e.g. Accounts Enquiries/Publications) are averaged to calculate the score shown in the comparative analysis. If fewer than 5 people in a particular tax or rebate program answered a question, the results for that question are not shown in that particular survey, because the result is not statistically relevant; however, those answers are included in the overall results shown, which is a summary of all responses regardless of the tax or rebate program.

Program Codes

The TRA program codes mean the following:

TRA Response to Survey Results

TRA uses a random selection tool to send surveys to a portion of the clients in each tax or rebate program. The names of the persons to whom the survey is sent, and the names of those who responded, are kept confidential. The responses can only be viewed by the staff responsible for conducting the survey. If an account-specific question was asked or concern raised by a client, these staff will only forward the client’s name, address and question or concern to the appropriate TRA area for response. Otherwise, no individual responses are provided.

The results, comments and suggestions are compiled by the staff conducting the survey and given in summary form to TRA. After they have been reviewed, TRA puts together an action plan to address the issues raised. In some cases, improvements can be made immediately; in other cases, the problem identified requires time and money to fix, and the solution can take several years.

Here are some examples of actions that have been taken recently or are underway, in response to comments and suggestions made on the 2000 and previous surveys:

• Improved response times in the processing of claims, returns, assessments and other taxation processes through systems and process improvements;
• Implemented E-file of Corporate Income Tax returns in conjunction with the Canada Customs and Revenue Agency and the Province of Ontario;
• Implemented the pilot Treaty 7 common card issuance program to improve administration of the Alberta Indian Tax Exemption program;
• Participated in inter-jurisdictional uniformity projects to simplify and standardize fuel and tobacco taxes; and

Undertook increased audit activities to reinforce and maintain a high level of tax compliance

TRA Contact

For further information about TRA’s client survey, or about actions that have been taken or are planned for the future, call the Director, Tax Services at (780) 427-9425, or send a letter, fax or e-mail to TRA (e-mail address: tra.revenue@gov.ab.ca).