hand grabbing money bag

The Canada Revenue Agency (CRA) has named members of an external advisory panel on service the aims to help improve the experience of Canadians when they interact with the federal tax agency, the agency announced Thrusday.

The panel consists of senior leaders and experts from the public, private and not-for-profit sectors who will provide the agency with advice on emerging trends and practices in service design and delivery, as well as on client expectations related to services, the CRA says in a news release.

The panel members are:

  • Hillary Hartley, deputy minister of consumer services and chief digital officer for the Province of Ontario;
  • Serge Lamontagne, city manager for Montreal;
  • Marie-Josée Lamothe, founder and president of Tandem International, board director, and professor of practice at the Desautels business faculty of McGill University;
  • Elizabeth Mulholland, CEO of Prosper Canada;
  • Sean Mullin, executive director of Brookfield Institute for Innovation + Entrepreneurship at Ryerson University;
  • Brenda Rideout, strategy and digital advisor, and board member; and
  • Stephen Tax, professor and champion for service management with the Gustavson School of Business at the University of Victoria.

“These individuals have extensive knowledge and expertise in domains such as digital services and client-centric service design, delivery and innovation, that will help inform CRA’s goal of improving the experience of Canadians when they interact with the CRA,” the agency says.

The establishment of the panel delivers on commitments made by the minister of national revenue on Oct. 29, during the announcement of the CRA’s first chief service officer, Mireille Laroche.

Over the coming year, the CRA will also conduct public consultations and “design jams” to complement its efforts to deliver services that meet the needs of Canadians.

“We are continuing on our journey as a client-centric organization, and our top priority is to improve service experience and deliver better outcomes for Canadians. Members of the external advisory panel on service have a combined expertise rich with national and international service-related experience; I look forward to their input on the transformation of our service agenda,” says Laroche in a statement.