It starts from the rules and working with the Department of Finance. Even at the outset the Department of Finance will often consult the CRA in terms of the rules. We try to provide early input in terms of ensuring that there's clarity.
The agency has put a lot of effort into its electronic service and web services to help taxpayers take advantage of the credits that are available to them. We've gotten into webinars and almost a “taxTube” type of approach with videos. We've developed a community income tax volunteer program to reach out to some of the more vulnerable Canadians and make sure they're aware of the benefits they're entitled to. There's very much a promotion and marketing type of approach.
We also look at the data to see if Canadians are taking advantage of the credits available to them, to make sure they're aware of them. If we needed to reinforce communication messages, we would. At the agency we have a specific directorate focused on the benefit programs, for example, and they would work very hard.
When the tax-free savings account was launched, and in terms of TFSAs, RRSPs, and other programs, the agency cross-promotes within its website and other guides and forums to make sure that Canadians know they're available and they can take advantage of these programs.