Evidence of meeting #27 for Government Operations and Estimates in the 39th Parliament, 2nd session. (The original version is on Parliament’s site, as are the minutes.) The winning word was offices.
A recording is available from Parliament.
Conservative
Patrick Brown Conservative Barrie, ON
I remember that when this committee touched upon this topic before, one thing that was expressed to us was that there seemed to be a smaller turnover rate in small towns and rural areas. Is that your impression as well?
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
I'd say that it depends on where you are, honestly. We have offices like the one in Halifax, which is a fair-sized city, where there's a high level of stability. Then we have offices, such as the one in Charlottetown, which is one of our smaller locations, and again it has a high level of stability.
I think it's very much driven by the opportunities and what's going on in the environment in that location. We've had instances, such as in our downtown Toronto office, at some points in time, when we've had high turnover rates in some areas, and then it stabilizes for a variety of reasons.
I don't know that I'd want to say that it's strictly linked to being in a big city versus a small location, because we have an office in Winnipeg, a large city, that is very stable.
Bloc
Diane Bourgeois Bloc Terrebonne—Blainville, QC
I have two quick questions and a short comment.
Ms. Gauvin, in Quebec, there are offices in Shawinigan and in Lac-Saint-Jean; you mentioned them earlier. Are those jobs protected?
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
The full-time employees currently have a great deal of work. For the time being, we don't see anything that might have a negative impact on full-time employees. The agency continues to come up with ways of increasing the work for the tax centres, given their capacity.
The tax centres have changed considerably over the past 10 to 12 years. In the past, they processed only T1 and T2 data. The situation has changed considerably over the last 15 years, to such an extent that a greater portion of the work now requires employees year round. The changes are occurring slowly, from year to year.
Bloc
Diane Bourgeois Bloc Terrebonne—Blainville, QC
I would like to go back to a question I asked you earlier that dealt with the agency's network of offices and facilities throughout Canada. You have a host of offices, and your operating costs must be staggering.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
Between 75% and 80% of the agency's budget is earmarked for salaries. Operating and maintenance costs represent a small portion of the agency's total budget.
Bloc
Diane Bourgeois Bloc Terrebonne—Blainville, QC
It is normal for 65% to 75% of a department's total budget to be set aside for salaries. I am asking you the question because several witnesses have told us that if a department were to limit its activities in an area, it would be to streamline its operating costs.
But it seems to be the opposite for you. You are providing a service Canada-wide and you must manage several offices. You use perhaps 18% or 20% of your budgetary envelope to cover operating expenses. We are not saying it is too much. I would like you to say a few words about that. How do you that?
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
That issue does not influence us one way or another.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
No. Our employees work in offices. But many of them are on the road or use a company space when they do their audits.
We do of course have to maintain the office, but as far as I can recall, that problem has not been raised at the agency.
Bloc
Diane Bourgeois Bloc Terrebonne—Blainville, QC
I want to make an observation.
I was unable to file my income tax return, because I have a secure device. I went to your site, but nowhere did it say, before I filled out my application, that I would be wasting my time if I had a secure device.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
We will make note of that and report it.
Bloc
Diane Bourgeois Bloc Terrebonne—Blainville, QC
Please do, as it is very unpleasant and frustrating. Fortunately, you extended the deadline for income tax returns, something Quebec did not do.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
It is too late for this fiscal year, but we will make note of it for next year.
Liberal
NDP
Charlie Angus NDP Timmins—James Bay, ON
Thank you very much. I only have a couple of wrap-up questions.
As I said earlier, the problem resolution team in Sudbury does excellent work for our region. I'm wondering, though, if there have ever been discussions between CRA and HRSDC about putting a few employees into the Service Canada locations, where people come in and have all kinds of problems.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
I have no knowledge of that. I can't help you out. We can bring the question back and try to find the information for you, but I'm not in a position to answer that question. I'm sorry.
NDP
Charlie Angus NDP Timmins—James Bay, ON
Thank you.
I have a second question. This study was begun because we were seeing very high and sometimes disturbingly high levels of turnover in various departments. We've been asking questions about why that is happening, where it is happening, and where the people are going. Most of the time we haven't had a very clear answer, and yet we're seeing from the presentation this morning a very stable workforce, a very clear understanding of why and how you've been able to retain it.
I'm looking at some of the comments you made to Madame Bourgeois about the stability in the workforce, the investment in the employees, the career opportunities, the flexibility for those employees. Is there any exchange of best practices between various departments? Or does this exist within your silo and it works well, but other departments can carry on in whatever way?
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
No. We exchange information and best practices and issues that we're facing, looking for suggestions from other organizations. There are a number of formal and informal forums where that occurs. Sometimes we go out looking for information and sometimes organizations, other OGDs, other government departments, come to us. I would caution, though, that what works in one organization is not necessarily always transportable to another organization.
Liberal
The Chair Liberal Diane Marleau
Thank you very much.
Ms. Gauvin, thank you very much.
Mr. Bourget, you did not get many questions, but it was important for us that you be here.
Have the other departments come to see you to ask how you have managed to set up offices everywhere? They should do so.
Assistant Commissioner, Human Resources Branch, Canada Revenue Agency
Not to my knowledge.