Digital Acceleration Research – Phase 2

Final Report

Prepared for the Canada Revenue Agency

Supplier Name: Phoenix SPI
Contract Number: 46976-230058/001/CY
Award Date: 2022-02-11
Contract Value: $185,130.77 (including applicable taxes)
Delivery Date: 2022-09-27
Registration Number: POR #122-21

For more information, please contact: cra-arc.media@cra-arc.gc.ca.

Ce rapport est aussi disponible en français.

Digital Acceleration Research – Phase 2
Final Report

Prepared for the Canada Revenue Agency
Supplier name: Phoenix Strategic Perspectives Inc.
September 2022

This public opinion research report presents the findings from 24 virtual focus groups conducted with individual (T1) taxpayers and representatives of registered charities. The focus groups were held with participants residing in the following regions of the country: Atlantic Canada, Quebec (French), Ontario, the Prairies, and the Pacific. In total, 20 groups were held with taxpayers, including those who file their tax returns by paper, low-income seniors, individuals who have experienced precariousness in their housing situation, and low-income single parents. Four groups were conducted with representatives of charities who file their organization’s charitable returns by paper. The fieldwork took place between May 25 and June 14, 2022.

Cette publication est aussi disponible en français sous le titre : Recherche sur l’accélération numérique – phase 2

Permission to Reproduce

This publication may be reproduced for non-commercial purposes only. Prior written permission must be obtained from the Canada Revenue Agency. For more information on this report, please contact the Canada Revenue Agency at: cra-arc.media@cra-arc.gc.ca.

Catalogue number: Rv4-151/1-2022E-PDF
International Standard Book Number (ISBN): 978-0-660-45532-7

Related Publication (Registration Number: POR 122-21):
Catalogue number: Rv4-151/1-2022F-PDF (final report, French)
ISBN: 978-0-660-45534-1

© His Majesty the King in Right of Canada, as represented by the Minister of National Revenue, 2022

Table of Contents

Executive Summary

The Canada Revenue Agency (CRA) commissioned Phoenix Strategic Perspectives (Phoenix SPI) to conduct qualitative public opinion research (POR) with individual (T1) taxpayers and representatives of registered charities to explore channel preferences for tax filing and interacting with the Agency.

Research Purpose and Objectives

As more Canadians make use of online services, the CRA has been exploring Canadians’ channel preferences for tax filing and interacting with the Agency. The purpose of this qualitative research was to explore channel preferences among individual taxpayers involving their personal income taxes and representatives of registered charities involving the T3010 Registered Charity Information Return to help the CRA better understand the barriers, if any, to using various online services; which processes different groups of Canadians are most willing to conduct online; and how and where support, outreach and education would be most beneficial. The target audiences were taxpayers, specifically individuals who file their tax returns by paper, vulnerable segments of Canadian society1, and representatives of registered charities who file their organization’s charitable returns by paper.

Methodology

To meet the objectives, a set of 24 virtual focus groups were conducted with taxpayers and representatives of registered charities. For the taxpayers, 20 groups were conducted, with four groups in each of the following regions: Atlantic Canada (English), Quebec (French), Ontario (English), Prairies (English), and the Pacific (English). One group in each location was held with those who file their tax returns by paper, low-income seniors, individuals who have experienced precariousness in their housing situation, and low-income single parents. For the registered charities, one group was held with charities based in of the following regions: Atlantic Canada (English), Quebec (French), the Prairies (English), and the Pacific (English). The fieldwork took place between May 25 and June 14, 2022.

3.Highlights

A: Taxpayers

Most participants had contacted or dealt with the CRA, often reporting mixed experiences dealing with the Agency.

Most research participants said they have had to contact the Canada Revenue Agency, typically to seek information or to deal with an issue. The main service channel used was telephone, although some participants did contact the CRA online/My Account, by mail, and in-person at an office. Those who contacted the CRA typically described their experience as mixed, observing that they ultimately got what they needed but not without difficulties. The two issues most often identified were the amount of time spent on hold while waiting to speak to a service agent, and the amount of time and effort it took to resolve a specific issue with a service agent.

Telephone is the preferred way to interact with the CRA for most participants, but many participants from vulnerable segments of Canadian society would do as much as they could online with CRA.

Not surprisingly given that telephone was the method used by most to contact the CRA, phone was also identified as the preferred way to interact with the CRA. Reasons why included the impression that it allows for a conversational approach in dealing with an issue, that it is an effective way to address issues that require details about personal circumstances, the habit of communicating with government agencies by phone, more comfort talking to a real person about tax-related issues, lack of familiarity using computers or communicating by email, and fear of security breaches if providing information electronically. Despite a preference for phone, there was a relatively widespread openness among participants from vulnerable segments of Canadian society to do as much as they could online with the CRA. That said, participants routinely provided caveats to this including that the CRA should make it easier to interact with the Agency online and provide a real-time online chat function.

Virtually all participants from vulnerable segments of Canadian society reported filing a personal income tax return on a yearly basis and could readily identify benefits of doing so.

All participants from vulnerable segments of Canadian society said they have filed a personal income tax return. Moreover, all but a few participants said they filed their last personal income tax return online. The two benefits or advantages to filing personal income taxes routinely mentioned were the impression that doing so is an obligation and that doing so allows one to receive federal benefits and tax refunds. These same participants collectively identified a variety of disadvantages to paying taxes, though many said there were no disadvantages or none they could think of. Perceived disadvantages included owing money to the CRA, difficulty finding an accountant and the cost of an accountant, collecting tax-related documents, the time and effort involved in completing the return, the time it takes to access an agent when calling the CRA, and difficulties that arise due to a change in one’s personal situation, among others.

Accountants are the main reason why paper filers have filed online.

At least a few paper filers in every group with members of this audience have, on occasion, filed their return electronically even though they typically file their tax return by mail. The most common reason for having filed electronically, despite the habit of filing by mail, was the use of an accountant whose habit is to file electronically. Reasons for returning to habitual filing by mail after having filed electronically included no longer using the services of an accountant, technical problems encountered when filing electronically, mistakes made because of filing electronically, the perception that filing by mail is simpler, and greater comfort filing by mail.

Online services/internet normally accessed from home, with participants’ own devices. Nearly everyone had heard of ‘My Account’ for Individuals.

Participants normally access the internet or online services from their home or residence on devices of their own. Nearly everyone knew of My Account, and most are registered users. Things done through My Account most often included viewing the status of tax returns, notices of assessment, benefits and credits information, payments/payment dates, tax information slips, and mail/email notifications. Users of My Account routinely described the service as useful or very useful. The only suggestions made with any frequency for improving the service were providing a real-time online chat service and including a call-back service for those who need/want to speak to a service agent. Participants aware of My Account but not registered for the service were most likely to say they have not registered for the service due to a perceived lack of need.

Paper filers identified more perceived advantages of filing one’s income tax return by mail and more perceived disadvantages of doing so electronically. Habit is the main reason for submitting personal income tax returns by mail.

Paper filers collectively identified a number of advantages to filing their tax return by mail, including the following: the process works well, ease keeping track of receipts/documents, greater attention to detail when completing the form manually, no need to scan documents, saving money by not having to pay for tax software or an accountant, and no possibility of hacking/fraud. The most frequently identified disadvantage of submitting a personal income tax return by mail was that it takes longer to process the return.

Perceived disadvantages or drawbacks of digitally filing income tax returns included the need to scan documents, the cost of tax software, potential hacking/security risks, the inconvenience of having to switch accountants (because their accountant files by mail), software compatibility issues, potential technical problems, and perceived lack of technical competence. Paper filers most often identified the speed of processing of returns as the main advantage of submitting a personal income tax return to the CRA electronically.

Asked why they submit their personal income tax return by mail rather than electronically, paper filers most often pointed to habit/custom/familiarity with the process. Other reasons identified with some frequency included the impression that they are less likely to make mistakes when filling out a return manually and filing by mail, the fact that their return is simple/uncomplicated, an unwillingness/refusal to pay for tax software, potential problems with electronic filing, and because their accountant files by mail.

Many perceived advantages and disadvantages of keeping records in paper and electronic formats were mentioned participants from vulnerable segments of society. Among all participants, many expressed a preference for receiving CRA correspondence in paper format or in both paper and digital.

Participants from vulnerable segments of Canadian society associated the following advantages with retaining tax-related documents in paper format: they are easily accessible/at hand, the CRA might require and request original paper copies, documents are easily kept in one place, paper-based correspondence is easy to organize/follow, paper copies can be faxed, and paper copies can easily be kept safe/secure/private. Perceived disadvantages associated with paper copies were that they take up room, may be destroyed by fire or water, and may get lost in a move.

Advantages associated with electronic records included the impression that they are a good back-up to paper copies, easy to send to the CRA if necessary, easy to store, can be accessed when one is away from home, and do not deteriorate. Disadvantages associated with electronic copies included the need to scan any paper documents, potential loss of documents because of technical problems, potential threat of hacking, electronic copies may not be considered originals, forgetting one’s password or where one has stored documents, and generally not being technologically competent.

Most participants identified paper or a combination of paper and electronic versions as their preference regarding documentation sent by the CRA. Reasons for preferring paper format included the following: correspondence coming by mail from the CRA is more likely to be legitimate, less likely to be overlooked, more likely to be recalled/top-of-mind, and more easily accessible, among others. Reasons for preferring to receive documentation from the CRA electronically included the following: it is fast, it can be printed, it will not get lost in the mail, stolen, or delayed, there is proof/a record of it being sent, it is environmentally friendly, and it is more convenient if one is moving/transient.

Relatively few paper filers contemplating filing electronically, but many pointed to various inducements to file taxes electronically.

Only a small number of paper filers identified themselves as contemplating switching from filing their tax return by mail to doing so electronically, though many feel they currently have the technology needed to file electronically if they wanted to. The only inhibiting factors identified in this regard were inertia and lack of confidence regarding their own technical skills.

Paper filers most often identified the following as things that would assist or facilitate their move to digital tax-filing or increase their willingness to switch to online filing: evidence that the process is user-friendly, pre-filled returns based on information already on record, the availability of assistance from the CRA (e.g., videos/tutorials/workshops, access to a live online chat service and/or a call-back service when filing electronically), and free tax software.

Most do not experience challenges completing and filing their tax return. Participants identified various kinds of services and resources that would be useful to them in terms of assisting them with their tax-related matters.

Participants provided different assessments of the relative ease or difficulty of completing their tax return and filing their taxes, though they were more likely to describe their experience as easy or relatively easy than difficult. Specific challenges encountered included the form being long and complicated, lack of understanding, limited financial literacy, fear/apprehension about making mistakes, keeping track of all required documents, understanding which benefits one is entitled to, and dealing with the tax implications of changes in one’s life circumstances.

Services and resources that would assist them with their tax-related matters included the following: making it easier for people to learn about the benefits they might qualify for, access to free tax software, a shorter/simpler tax form or a simplified version for people whose tax situation does not change from year to year, simplifying the process by automatically filling in information that the CRA/Government of Canada has on file, more CRA call centre agents in order to improve phone service by reducing wait times, a call back service, and an online chat service/function.

B: Registered Charities

Nearly everyone described the Registered Charities Information Return (T3010) as easy or relatively easy to complete, although a variety of challenges were identified.

Challenges associated with completing the T3010 form included gathering all the information/documents required to complete the submission, the amount of information required/requested by CRA, difficult/unclear terminology for non-experts in tax issues or accounting, tax receipting donations, coordinating expense categories in the general ledger with categories in the T3010 form, making sure numbers/figures on different pages of form match-up/correspond, difficulty using the fillable/saveable version of form, software/interface compatibility issues, and keeping track of/completing other forms needed.

Most participants said they complete the T3010 form on their own, without assistance. Only a few participants indicated that their charity has looked for information or assistance to help them understand what is required for completing and/or filing their T3010 form.

Participants who receive assistance completing the T3010 form tended to have taken on responsibility for completing the form relatively recently and needed assistance with the following types of things: statements of income, the arms-length directors form, and financial statements. Sources most often used for such assistance included the Charities Directorate and the CRA. Those looking for information said they found what they were looking for. It was observed that on occasion it took time to find or obtain the information sought, but that the process was not difficult. Asked specifically how they would contact the Charities Directorate of the Canada Revenue Agency if their charity had questions or needed more information, participants most often said they would do so by phone.

Most participants said their organization currently maintains/stores its books and records using a combination of paper and electronic formats. Email or combined email and paper are the preferred ways to receive information from the CRA.

Reasons commonly given for maintaining both paper and electronic formats included the fact that documents sent to the charity can come in both forms, and in order to have a back-up/duplicate version in another format. Participants most often identified email or a combination of email and paper as the way(s) their organization would prefer to receive general information from the CRA about such things as their organization meeting its obligations/programs/services available.

Only a few organizations are registered for the CRA’s My Business Account online portal.

Most of those whose organizations are not registered to use My Business Account are aware that the CRA had a secure online portal for charities. With one exception, at least a few participants in each group said they are registered for My Account for their personal taxes, but only a few of them knew they could use the same log-in credentials for My Business Account.

Among participants aware of My Business Account but whose organization is not registered, a few indicated that they or their organization have tried unsuccessfully to register for the service. Steps taken to try to resolve the issue involved some unsuccessful back and forth with the CRA. Lack of success in resolving the issue was attributed either to non-responsiveness on the part of the CRA or lack of technical competence to resolve the issue on their part.

Just over half the participants were aware that the T3010 return can be filed through My Business Account, but no one had tried filing their charity’s information return through the service. Nearly everyone would prefer to file their T3010 to the CRA electronically.

The most frequently identified advantages of filing the T3010 return using digital services were quicker receipt and treatment by the CRA and immediate confirmation of receipt. Many participants could not identify any advantages of filing the T3010 return by mail beyond custom/habit and lack of problems filing it this way. Asked if anything is inhibiting or preventing them from filing digitally, participants routinely said no, often identifying inertia as the only obstacle.

4. Limitations and use of the findings

The results from the virtual focus groups are qualitative in nature, therefore are not statistically projectable, but they offer detailed opinions about the issues explored through this research. As such, the results will be used by the CRA to inform decision-making in the design and implementation of the Agency’s Digital Strategy initiatives—specifically to better understand the barriers to using online services that exist within different population segments and what can be done to assist them with digital tax filing.

5. Contract Value

The contract value was $185,130.87 (including applicable taxes).

6. Statement of Political Neutrality

I hereby certify as a Senior Officer of Phoenix Strategic Perspectives that the deliverables fully comply with the Government of Canada political neutrality requirements outlined in the Communications Policy of the Government of Canada and Procedures for Planning and Contracting Public Opinion Research. Specifically, the deliverables do not contain any reference to electoral voting intentions, political party preferences, standings with the electorate, or ratings of the performance of a political party or its leader.

Alethea Woods
President
Phoenix Strategic Perspectives Inc.

Introduction

Background and Objectives

As more Canadians make use of online services, the CRA has been exploring Canadians’ channel preferences for tax filing and interacting with the Agency. Phase 1 of the Agency’s Digital Acceleration research project, conducted in the spring of 2021, involved a telephone survey with paper-based tax filers. The purpose was to gather information about tax filing practices, explore barriers that may impact the ability to move to digital tax filing processes, and determine which services/and assistance could increase willingness to switch to online filing.

With the results of Phase 1 in hand, the CRA moved to Phase 2 of the research project—the subject of this report. During this phase, the Agency sought to explore in more depth channel preferences among individual personal income taxpayers, referred to throughout the report as taxpayers, and representatives of registered charities through qualitative research. The research was designed to collect information to help the CRA better understand the following: 1) the barriers, if any, to using various online services; 2) which processes different groups of Canadians are most agreeable/willing to conduct online; and 3) how and where support, outreach and education would be most beneficial.

The target audiences for this research were:

The specific objectives of this research were to explore the following:

The research results will be used by the Agency to better understand the barriers to using online services that exist within different population segments and advance its digital transformation objectives.

Methodology

To meet the objectives, a set of 24 virtual focus groups was conducted with individual taxpayers and representatives of registered charities. For the taxpayers, 20 groups were conducted, with four groups in each of the following regions: Atlantic Canada (English), Quebec (French), Ontario (English), Prairies (English), and the Pacific (English). One group in each location was held with those who file their tax returns by paper, low-income seniors, individuals who have experienced precariousness in their housing situation, and low-income single parents. For the registered charities, one group was held with charities based in of the following regions: Atlantic Canada (English), Quebec (French), the Prairies (English), and the Pacific (English). All participants received an honorarium. The fieldwork took place between May 25 and June 14, 2022.

Notes to readers

Detailed Findings

Part A: Taxpayers

As noted in the introduction, for the purposes of this research, taxpayers included two main target audiences:

Most issues and topics explored with taxpayers involved both target audiences. Issues or topics explored exclusively with one or the other of these audiences are identified in the appropriate places throughout the report.

1. Experience with CRA and tax filing

This section reports on a variety of topics related to participants’ experiences with the CRA. This includes their impressions of the CRA, preferences for interacting with the CRA, as well as views on filing a personal tax return and typical practices when it comes to filing their personal income tax returns.

Overall impressions of the CRA range from negative to positive; various things come to mind when thinking about CRA and doing taxes

By way of launching the discussion, all participants were asked for their impressions of the CRA on a scale ranging from negative to positive. Impressions varied and were often mixed, though on the whole participants were much more likely to be neutral or negative than positive in their impressions of the CRA.

Participants from vulnerable segments of Canadian society were also asked what comes to mind when they think about the CRA and doing their taxes. Things identified tended to be similar across the different segments of this audience.

Most have contacted or dealt with the CRA, mainly by phone

Most participants from vulnerable segments of Canadian society said they have contacted or dealt with the Canada Revenue Agency. Reasons for contacting the Agency fell into two broad, and sometimes overlapping, categories: seeking information and dealing with an issue/problem. Specific reasons falling within these categories were many and varied.

A majority of participants in every group with members of vulnerable segments of Canadian society said they contacted the CRA by telephone to deal with them. In some instances, this was in response to correspondence received from the CRA, i.e., contact was initiated by the CRA, or a follow-up to having contacted the CRA by mail, i.e., participants first contacted the CRA by mail and then followed-up by phone. As well, some who said they were looking for information said they contacted the CRA by phone after trying unsuccessfully to find the information on the CRA website. In addition to contact by phone, some said they contacted the CRA through My Account and a few contacted or dealt with the CRA by mail or in-person at an office.

Feedback from paper filers was very similar. Asked how they typically contact the CRA when they need to, a majority in every group said they do so by phone. In addition, at least a few participants in each of these groups said they typically contact the CRA through My Account, in-person at an office, or through their accountant.

Participants often reported mixed experiences dealing with the CRA

Participants who contacted the CRA routinely described their experience as mixed. On the positive side, most eventually obtained the information they needed or resolved the issue in question, and often described CRA staff as ‘polite’, ‘helpful’, ‘prompt’ and ‘patient’. On the critical side, many participants also described difficulties, challenges, and frustrations in getting what they needed from the CRA or resolving their issue.

The two most commonly identified issues in this regard were the amount of time spent on hold while waiting to speak to a service agent, and the amount of time and effort it took to resolve an issue (including the inability to resolve an issue in one service transaction and getting passed from one service agent to another). Other issues were identified infrequently and included the following:

Some participants described their experience as positive, simply noting that their issue was quickly or promptly resolved or that they received the information they needed.

Those who have not contacted the CRA would most likely do so by phone

Among the small number of members of vulnerable segments of Canadian society who have not contacted the CRA, most said that if they wanted or needed to contact the Agency they would do so by telephone. Two similar reasons were routinely provided for preferring phone contact. One was the impression that the phone is the most effective channel for obtaining detailed/precise information related to a personal and/or a complicated tax-related issue. The other was the impression that the phone contact allows for a conversation or a back and forth that is more likely to yield information and/or help resolve an issue. A small number of participants said they would contact the CRA by phone because they could not think of any other option.

A few members of vulnerable segments of Canadian society who have not contacted the CRA were of the opinion that trying to contact the Agency by phone would most likely result in their being on hold for an extended period of time. Consequently, they said they would begin by trying to find what they needed on the CRA website. Finally, a few participants said that the channel they would use would depend on the issue in question: if they needed general information, they would begin with the CRA website, but if the issue was complicated or involved personal circumstances, they would use the phone.

Mail, in-person, and My Account also identified as ways to contact CRA

As noted above, some members of vulnerable segments of Canadian society who have contacted the CRA said they did so either through My Account, by mail, or in-person at an office. In groups where neither of these channels were mentioned as ways participants had contacted or would contact the CRA, they were usually identified as additional ways someone could contact or get in touch with the CRA.

Pandemic has had a limited impact on dealings with the CRA

Most participants said that nothing has changed for them regarding the way(s) in which they interact or deal with the CRA because of the pandemic. Those who have noticed changes focussed on the following, most of which relate to phone service.

Telephone is the preferred way to interact with the CRA for most

Given the choice, most participants identified the telephone as their preferred way to interact with the CRA.2 While this was especially the case among seniors and paper filers, half or more of the participants in most groups identified the phone as their preferred option. Reasons for preferring the phone included the following:

Although the phone is the preferred option for most participants, at least a few individuals in most groups said they would prefer to interact with the CRA online, i.e., by online chat, email, or My Account. This option was most likely to be preferred by single parents and individuals who have experienced precariousness in their housing situation. Reasons given to explain why included the following:

A few participants identified in-person contact as their preferred option because it provides personal one-on-one contact and facilitates the proactive provision of information. Some participants said their preference would vary depending on the nature of the interaction, e.g., a preference for phone or in-person contact to deal with a complicated issue, use of the website to look for forms. Reasons given by paper filers for going through an accountant were based on the impression that this is the most effective way to obtain information about or resolve a personal or complicated issue.

Many participants from vulnerable segments of Canadian society would do as much as they could online with CRA

Despite a preference for phone contact, there was a relatively widespread openness among participants from vulnerable segments of Canadian society to do as much as they could online with the CRA. That said, participants routinely provided caveats to this including the following: if it is easy, if it involves a live chat function, and if it also includes a call-back option. Some participants said they are apprehensive about doing too much online with the CRA because of concerns about the security of sensitive information, such as their Social Insurance Number (SIN). There was also a privacy concern among some participants—specifically, a reticence to increase online interactions with the CRA based on the impression that doing more online with the Agency provides it with more personal information about oneself.

Virtually all participants from vulnerable segments of Canadian society file a personal income tax return on a yearly basis

All participants from vulnerable segments of Canadian society said they have filed a personal income tax return, and nearly all of them said they file a tax return on a yearly basis. The few who do not file yearly said they do so most years. Reasons volunteered for not filing every year included illness and lack of access to personal files due to a precarious housing situation.

Two perceived benefits of filing taxes routinely identified

Participants from vulnerable segments of Canadian society most often identified two benefits or advantages to filing their personal income taxes. One was the impression that filing personal income tax returns is an obligation or requirement by law. The other is to receive various benefits, refunds or rebates. While both reasons were routinely identified by members of all three vulnerable groups, single parents were more likely to identify or emphasize receipt of government benefits. Other benefits to filing personal income taxes included the following:

Perceived disadvantages of filing taxes varied

These same participants collectively identified a number of

Participants from vulnerable segments of Canadian society typically file returns online

All but a few participants from vulnerable segments of Canadian society said they filed their last personal income tax return online. Moreover, everyone identified online filing as their typical practice. A few seniors specified that their last return was completed by phone, while several participants submitted their last return by mail as a result of extraordinary circumstances (e.g., a change in marital status that resulted in tax-related complications, loss of one’s NETFILE access code). Most participants who filed their last personal tax return by mail, i.e., paper filers, identified this as their typical practice.

Accountants are the main reason why paper filers have filed online

At least a few paper filers in every group with members of this audience have, on occasion, filed their return electronically even though they typically file their tax return by mail. The most common reason for having filed electronically, despite the habit of filing by mail, was the use of an accountant whose habit is to file electronically. Other reasons included a desire to try electronic filing and the assistance of someone experienced in online filing. Reasons for returning to habitual filing by mail after having filed electronically included the following:

Ways of completing personal income tax returns – some get help, others do not

When it came to the way they usually complete their personal income tax return, participants were most likely to be divided between ones who do it completely on their own and ones who get someone else to do it for them. That said, most groups also included people who said they do it on their own with help. Those who do it on their own but with help usually provided the following reasons to explain why they prefer to get assistance:

Other reasons for getting assistance included peace of mind and previous negative experiences completing the tax form on one’s own.

Some participants who receive assistance said that the person who helps them complete their income tax return also submits it to the CRA. Seniors were most likely to say they get someone else to complete their personal income tax form for them, whereas paper filers were most likely to say they do it on their own. Single parents and individuals who have experienced precariousness in their housing situation were more likely to say they do it on their own or on their own with help than to say they get someone else to do it.

Forms for paper filers obtained by mail

Participants who filed their last return by mail and/or typically file by mail obtain their forms by mail, by ordering them online or by phone, or through their accountant. A few added that before the pandemic they picked up their forms at the post office. Nearly all those who obtain forms by mail indicated that in the event they could not do so they could get them electronically by downloading them and that this would not constitute a challenge. In the event where this might pose a challenge, i.e., because of not having a printer, copies could be obtained from an accountant or an acquaintance.

2. Use of online services

This section reports on participants’ use of online services, including services offered by the CRA.

Online services/internet normally accessed from home, with participants’ own devices

Participants normally access the internet or online services from their home or residence using a personal device. The most frequently identified devices were computers/laptops, but at least few participants in most groups use or also use a tablet or smartphone. All paper filers specified that they have high speed internet access, and half or more of the paper filers in every group said they have access to a printer from their home or residence. Apart from their home or residence, the only other point of access for online services identified with any frequency was the workplace. Other points of access included the library, an office supply store, and an in-residence business center. Use of such points of access is relatively limited and infrequent and causes no concern among those who use them to print materials.

Widespread use of social media among paper filers

Use of social media is widespread among paper filers. Indeed, a majority of participants in all but one group with paper filers said they use social media. Routinely identified platforms used by paper filers included Facebook, Instagram, Twitter, TikTok, WhatsApp, LinkedIn, Snapchat, and YouTube. Social media are used for news and current events, staying in touch/up to date with family and acquaintances, and entertainment.

Nearly all have heard of My Account for Individuals and are registered users; frequency of use varies

Across all audiences, nearly all participants said they have heard of My Account for Individuals, and most are registered users.

Participants collectively identified a variety of things they do or have done through My Account. Though My Account tends to be used most often around tax season, the frequency with which it is used ranged from ‘infrequently’ or ‘once in a while’ to ‘regularly’ (most likely to be identified by single parents). Frequency of use tends to be driven by what participants use My Account for. These things are listed below with those identified most often listed first and preceded by an asterisk (*).

A few participants who are registered for My Account said they have yet to use it because of login issues.

My Account described as useful

Registered users of My Account routinely described the online service as useful or very useful to them. Reasons given to explain why focussed on the following:

The only thing that anyone was aware that they could do through My Account that they chose not to do was paying tax installments. The reason given was reluctance about setting up pre-authorized payments for bills of any sort.

Few suggestions offered to improve My Account

Registered users of My Account collectively identified various suggestions for improving the service, but only two suggestions were made with any frequency: providing a real-time chat service and including a call-back service. Other suggestions included the following:

Lack of need – main reason for not registering for My Account

Participants aware of My Account but who have not registered for the service were most likely to attribute this to lack of need. Other reasons included a certain apprehension about technology based on a perceived limited competence using it, and unsuccessful experiences trying to register for My Account, e.g., never receiving an access code.

Relatively widespread use of My Service Canada

Asked if they have ever accessed Government of Canada programs or services through an online account other than CRA’s My Account for Individuals, at least a few participants in every group said they have a My Service Canada Account (MSCA). Asked if there are any features of this service that are particularly useful, it was observed that MSCA provides access to one’s Records of Employment (ROE) and includes a calculation tool that allows users to do financial projection scenarios, e.g., calculate one’s monthly Canada Pension Plan (CPP) pension amount. In the context of the discussion about governmental online services, positive reference was made to digital identification programs that result in people no longer having to carry physical health cards. It was also suggested that the Government of Canada make all online accounts accessible from one common site.

Many have used GC online services for reasons other than accessing programs or services

Many participants, at least a few in most groups, said they have used Government of Canada online services for reasons other than accessing federal programs or services. Examples include the following:

Although not a service of the Government of Canada, reference was also made to registering for provincial/territorial Maintenance Enforcement Programs.

Nearly all shop or bank online

Nearly all participants shop and bank online, as well as pay bills online directly from their bank account and use direct deposit for payments. Routinely given reasons to explain why they pay bills online and have direct deposit included the speed and convenience of transactions, e.g., no need to go to the bank to deposit a cheque, the ease in tracking payments and deposits over time, i.e., keeping a record of transactions, and that it makes budgeting easier by knowing exactly when bills need to be paid and when funds are deposited in their accounts.

Some, primarily individuals who have experienced precariousness in their housing situation, said that setting up direct payments and deposits ensures that there are no problems or issues to deal with when they move from one residence to another. A few said that the effect of the pandemic on access to banks/financial institutions motivated them to set up direct payments and deposits. An additional reason frequently given for setting up direct deposit was lack of choice, i.e., employers requiring that salaries be paid out in this way. Additional reasons given for paying bills online directly from a bank account included avoiding fees/charges to get bills sent by mail, ensuring that payments are made on time, and removing the need to remember to pay bills.

Only a few participants said they bank online, but do not pay bills online directly from their bank account and/or have direct deposit for payments. Reasons given included habit/long-standing practice, lack of need, inconsistency/variation in the receipt of bills and remuneration and a desire to track/handle these manually, and greater ease/comfort with paper-based tracking. In the case of payment of bills specifically another reason for not doing so was a desire to retain charge of this oneself.

All those who shop, and bank online described themselves as comfortable doing so

All participants who shop and bank online described themselves as comfortable or very comfortable doing so. Some added that they might be a little more apprehension about shopping online due to concerns about the potential for hacking or fraud. Underscoring participants’ comfort shopping and banking online was the fact that relatively few identified types of transaction they could do through online banking or shopping that they would not do. These included the following, identified by individuals or no more than a few participants only:

Banking online

Shopping online

Security concerns, personal preference, lack of skill - reasons for not shopping or banking online

The small number of participants who do not shop and/or bank online provided one of three reasons to explain why they do not do so: personal preference, perceived lack of skill/competence, and apprehensions about online transactions, specifically the possibility of hacking or fraud. Examples of the latter concern included fear of using one’s credit card online, and the experience of having one’s bank account hacked. Examples of personal preference included prefering to bank in person at a local branch, a desire to maintain personal control of payments (rather than having them automatically withdrawn from one’s account), an unwillingness to support a particular e-commerce company, and a preference for buying merchandise in person.

Mixed views on how shopping/banking online compares to filing taxes online

Participants from vulnerable segments of Canadian society who do not shop and/or bank online provided mixed feedback concerning similarities and differences between shopping/banking online and filing taxes online, including concerns with one but not the other. Moreover, feedback tended to focus on the CRA and online shopping (as opposed to banking).

For example, while there was an impression that the CRA is more secure/more trusted (than some retailers), it was also observed that CRA’s online services have been the target of cyberattacks. And while there was concern over online scams and credit card fraud as a result of shopping online, it was also observed that that retailers hold limited personal information about customers (unlike the CRA). The CRA, on the other hand, collects and stores sensitive information, such as SINs, about individuals, infomration that could be used for identify theft. Finally, in the context of discussing scams, the issue of phone scams related to the CRA were brought up (though the CRA was in no way held responsible for this).

3. Choices and options regarding tax filing

This section reports on perceptions and preferences regarding tax filing and tax-related record keeping, as well as things the CRA could do to assist people with digital tax filing or increase their willingness to switch to online filing.

More perceived advantages than disadvantages of filing income tax return by mail

Paper filers were asked to identify the advantages and disadvantages of submitting a personal income tax return to the CRA by mail. A number of perceived advantages were identified, including the following:

The most frequently identified disadvantage of submitting a personal income tax return to the CRA by mail was that it takes longer to process the return, including longer to receive benefits or refunds. Other perceived disadvantages were limited in number and included the following:

More perceived disadvantages than advantages of filing income tax returns electronically

Paper filers were also asked to identify the advantages and disadvantages of submitting a personal income tax return to the CRA electronically. The most frequently identified advantage was the speed of treatment/processing of returns, including quicker receipt of benefits or refunds. Other perceived advantages included the following: that any mistakes/errors in one’s return are caught more quickly by the CRA; that there is tracking/confirmation of receipt of one’s form; and that it is an eco-friendly process (compared to completing a return on paper and submitting it to the CRA by mail).

Perceived disadvantages or drawbacks to submitting a personal income tax return to the CRA electronically included the following:

Habit—main reason for submitting personal income tax returns by mail

Asked why they submit their personal income tax return by mail rather than electronically, paper filers most often pointed to habit/custom, including familiarity with the process. Simply put, this is how they have always completed and submitted their tax return, and they are comfortable with the process. Other reasons identified with some frequency included the following:

Less frequently identified reasons included the following:

A variety of documents are retained for information relating to taxes

All tax filers were asked about the types of documents and records they retain in relation to their taxes. The following types of documents related to taxes were routinely mentioned:

Formats in which documents are retained varies

When it came to the format(s) in which tax-related documents are retained, feedback was varied, ranging from mostly or only paper to mostly or only electronic, to a combination of both formats (an approach used by

Some who said they retain copies in both formats specified that they adjust as needed. If they receive electronic copies, they will print a paper copy, and if they receive a paper copy, they will scan it and save it electronically. Among members of vulnerable segments of Canadian society, participants who said they retain only paper were most likely to be seniors.

For their part, paper filers were much more likely to say that they prefer paper copies of such documents over electronic copies. That said, some acknowledged that electronic copies were just as useful, and others said that they keep copies in both formats.

Many perceived advantages and disadvantages of keeping records in paper and electronic formats

Participants from vulnerable segments of Canadian society were asked about the advantages and disadvantages associated with retaining tax-related documents in paper and electronic formats. Feedback did not tend to differ by segment. Advantages associated with paper records included the following:

The only perceived disadvantages associated with paper copies were that they take up physical space, they may be destroyed by fire or water, and they may get lost or temporarily displaced during a relocation.

Advantages associated with electronic records included the following:

Disadvantages associated with electronic records included the following:

For many, paper is the preferred format for documentation sent by the CRA

Asked specifically about their format preference regarding documentation sent by the CRA, most participants said they prefer receiving documents in paper or a combination of paper and electronic versions. Those preferring to receive documentation from the CRA in both paper and electronic formats included participants from vulnerable segments of Canadian society as well as those who typically file their return by mail. Among the vulnerable populations, seniors were most likely to identify a preference for paper, whereas single parents and individuals who have experienced precariousness in their housing situation were more likely to say they would prefer electronic versions of CRA correspondence. A small number of participants said they had no real preference.

Reasons routinely provided for preferring to receive documentation from the CRA in paper format included the following.

Reasons routinely provided for preferring to receive documentation from the CRA electronically included the following:

Relatively few paper filers contemplating filing electronically

Only a small number of paper filers identified themselves as contemplating switching from filing their tax return by mail to doing so electronically. Factors informing their considerations in this regard included the following:

Widespread impression among paper filers that they have technological requirements to e-file

Most paper filers believe they currently have the technology needed to file their tax return electronically if they wanted to do so. Indeed, the only inhibiting factors identified in this regard were inertia and lack of confidence regarding technical skills/competence.

Various inducements to file taxes electronically identified by paper filers

Although few paper filers stated categorically that they would prefer to file their tax return electronically, they had no difficulty identifying things that would assist or facilitate their move to online tax-filing or increase their willingness to switch to online filing. These included the following, with things identified most frequently listed first and identified by an asterisk (*).

Among paper filers, seniors/older participants were less likely to identify inducements to filing electronically or to express interest in it, mainly because filing by mail has always worked for them and because they have concerns about technical competence.

Varity of ways the CRA can assist people with digital tax filing/increase willingness to file online

Members of vulnerable segments of Canadian society and paper filers collectively identified a variety of things the CRA could do to assist people with digital tax filing or increase their willingness to switch to online filing. These included the following, with suggestions identified frequently listed first and identified by an asterisk (*).

The following suggestions were made primarily or exclusively by single parents:

4. Tax credits and benefits

This section reports on issues explored with members of vulnerable segments of Canadian society in relation to tax credits and benefits available from the Government of Canada.

GST/HST credit and CCB–most widely known federal tax credit and benefit

Although participants collectively identified a number of tax credits and benefits believed to be available from the Government of Canada, only two were routinely identified by name or referred to in all groups: the Canada Child Benefit and the GST/HST credit. Beyond these, the only other ones identified with any frequency were the Disability Tax Credit, Climate action incentive payment (CAIP), Old Age Security (OAS), the Guaranteed Income Supplement (GIS) (the last two were most likely to be identified by seniors).

Other perceived federal benefits and credits are listed below, in the terminology used by participants to refer to them. Note that the list includes all credits and benefits identified by participants regardless of whether they are, in fact, provided by the Government of Canada.

A few participants identified the Canada Pension Plan (CPP) and Employment Insurance (EI) as ‘benefits’ provided by the Government of Canada.

Variety of sources of information about tax credits and benefits

Participants first learned about the tax credits and benefits identified above in various ways but the most frequently identified sources were accountants, friends, and colleagues, the CRA itself through tax forms/when filing taxes, and the media/news (including social media). Other sources included the following:

Most participants have applied for or received tax credits or benefits

In each group, half or more of the participants said that they have applied for or received some of the tax credits or benefits identified above. Participants who have not received any of these tax credits or benefits said they would apply for them to see if they were eligible to receive them in one or more of the following ways: the Government of Canada website; the CRA website or call center; an accountant/tax firm; or a Search engine (e.g., Google).

Many participants applied for CRB/CERB

Most groups included at least one participant who said they applied for the Canada Recovery Benefit (CRB)/Canada Emergency Response Benefit (CERB), and in some groups at least half said they had done so. Participants most often recalled learning about this benefit though word of mouth and traditional and/or social media, but also through accountants, employment/work, and physicians. Nearly all those who applied said they had done so online, while a few said they applied by phone. The application experience was routinely described as simple/easy. Only in a very few cases did anyone need any assistance.

5. Assistance with tax-related matters

This section reports on challenges or difficulties encountered when it comes to tax filing, the kinds of services and resources that would be useful in terms of assisting with tax-related matters, and awareness and use of such services and resources. These issues were explored only with members of vulnerable segments of Canadian society.

Many said that completing their tax return and filing taxes is easy

Participants were more likely to describe their experience completing their tax return and filing their taxes as easy or relatively easy than difficult. It bears mentioning, however, that the most frequently given reason for describing the experience as easy was because the responsibility for completing and filing the return is given to an accountant or tax specialist. In addition, some described the experience as easy because they receive assistance from friends or relatives. In other words, a number of participants described the process of completing their tax return and filing their taxes as easy because they receive assistance or pay someone to do this for them.

Other routinely provided explanations for the ease or relative ease of the process included the following: the use of tax-related software which simplifies the task; one’s financial situation remaining stable/unchanged from year to year; and one’s financial situation being relatively simple and straightforward, e.g., being retired, being on a fixed income.

Variety of difficulties/challenges experienced related to completing forms and filing returns

Although participants were more likely to describe their experience as easy or relatively easy, some participants identified specific challenges or difficulties encountered when trying to complete and submit their tax return. These included the following, with issues identified most often listed first and preceded by an asterisk (*).

Services/resources that would be most useful in assisting with tax-related matters

Participants identified various kinds of services and resources that would be useful to them in terms of assisting them with their tax-related matters, including benefits. The ones identified most often are listed first and preceded by an asterisk (*).

Widespread awareness of services and resources that could assist with tax-related matters

Most participants said they were aware of some existing services and resources that could assist them with their tax-related matters. Specific examples provided included the following:

Seniors were most likely to be able to identify specific services and resources that could assist them with their tax-related matters, while single parents tended to be least likely to be able to do so. Despite relatively widespread awareness of such services, use of them tended to be limited. That said, those who had experience using such services and resources tended to describe them as useful.

Participants have no difficulty identifying potential sources of information about tax-related services/resources and few perceived any challenges accessing such information

Asked where they would go if they wanted information about such services or resources, participants identified the following:

Relatively few participants identified any challenges they would face looking for or trying to access such information. Those that were identified included the following:

A few participants identified two challenges they did not face personally but which they felt many people might face: reliable internet access in rural/remote areas, and lack of computers and internet access in general. While not a challenge to finding such information, a certain amount of reservation was expressed about sourcing such information from an online chat group, specifically if it involved divulging private information about oneself in a public forum.

Most likely locations of government messaging related to such services and resources

Participants felt they would be most likely to notice government messaging related to such services and resources in the following places:

Suggestions for CRA to consider that might help improve Canadians’ experience doing taxes

Asked what the CRA could do to improve their experience doing their taxes, participants often re-iterated things they mentioned when asked what kinds of services and resources would be useful in terms of assisting them with their tax-related matters. These included the following things, with suggestions identified most often listed first and preceded by an asterisk (*).

Limited awareness of CRA’s ‘File my return’ service

The CRA’s File my return service is for eligible individuals with a lower or fixed income. Those eligible receive a letter inviting them to use this automated phone service to auto-file their income tax and benefit return. Awareness of this service was relatively limited, with no more than a few participants in any group having heard of it. Among the latter, only a few have used it. Those who used it provided positive feedback on the service, describing it as quick and easy to use.

‘File my return’ service sounds useful to those with simple tax situations

Those unaware of the service, or aware of it without having used it, were asked if it might be useful to them in terms of improving their experience doing their taxes or making it easier. They were informed that ‘eligible individuals are those with simple tax situations that generally remain unchanged year to year, within a certain income range or with a fixed income’. Reaction to the service was mixed, with some saying yes, many saying no, and many others saying they were uncertain and/or that they would look into it.

Those who felt it might be useful to them explained that they have simple tax situations that remain unchanged from year to year, and/or that they are on a fixed income. Those who did not think it would be useful to them provided various reasons to explain why, but the main reason was that they felt their tax situation was too complex (based on the description of eligibility criteria). For some, this impression was confirmed by the fact that they have not been contacted about the service (participants were informed that ‘qualified individuals receive an invitation letter by mail, with their T1 paper tax package or by email notification to view through My Account’). Other reasons for thinking the service would not be useful included not wanting to use a phone system for doing their taxes, concerns over wait times, and preferring to use an accountant for their taxes.

Part B: Registered Charities

This section reports on issues explored with representatives of registered charities.

1. Background/context

Length of time charities have been in existence and duration of participants’ involvement

The length of time charities represented in this study have been in existence varies, as does the length of time participants have been involved with them. The length of time charities have been in existence ranges from five years to as long as 80 years, with most having been in existence for at least 20 years. Participants’ involvement with their respective charities also varies widely, from as recently as two years to as long as 30 years, with most having been involved for at least 10 years.

All participants confirmed that they have primary responsibility for completing and filing their organization’s T3010 Registered Charity Information Return. The amount of time participants have had primary responsibility for this varies, ranging from as recently as one year to as long as 22 years, with most having had the responsibility for at least five years.

Knowledge about what is required to comply with the Income Tax Act varies

Participants’ assessments of their charities’ level of knowledge of what is required to comply with the Income Tax Act varied, though on a scale ranging from ‘not very/not at all’ to ‘somewhat/very’ they were more likely to locate knowledge towards the lower end of the scale or to describe it as limited. Those who described their charity’s knowledge as limited provided the following reasons to explain their assessments:

2. T3010 filing habits and interactions with the CRA

This section reports on a variety of issues related to the filing of the T3010 form.

Submission by mail is how organizations typically file T3010 Return

All participants identified submission by mail as the way their organization typically files its T3010 Registered Charity Information Return. That said, a couple of participants specified that they started submitting it electronically this year for the first time, using their My Account for Individuals log-in credentials to access their charity’s My Business Account. One of these participants volunteered that they were very happy with the process. In addition, a couple of participants said that they had previously tried to submit it electronically, only discovering that it had to be submitted by mail while completing it. As far as participants know, their organization’s T3010 Registered Charity Information Return has never been filed electronically.

Both versions of printable T3010 form used

Asked which version of the T3010 form they use, similar proportions identified the fillable/saveable version and the version that must be printed and filled out by hand. That said, a few participants who use the printable version specified that they do so because they cannot download or save the fillable/saveable version.

T3010 form described as relatively easy to complete

Nearly all participants described the T3010 form as easy or relatively easy to complete, i.e., not very or not at all difficult. Reasons given to explain why included the following:

A number of challenges associated with completing T3010 form

While a variety of challenges were routinely associated with completing the T3010 form, none were identified frequently. These challenges included the following:

Addressing such issues is typically dealt with internally, i.e., within the charity. This includes consulting other representatives of the charity, such as the president or treasurer and reviewing previously filed forms for guidance. External assistance to address such issues included contacting the CRA, contacting an accountant, contacting the person previously responsible for completing the form, and contacting donors (with knowledge of tax-related matters).

Most participants complete the T3010 form on their own

Most participants said they complete the T3010 form on their own, without assistance from a third party. Participants who receive assistance tended to have taken on responsibility for completing the form relatively recently and explained that they need assistance with the following types of things:

Few have looked for information or assistance related to completing and/or filing the T3010 form

Only a few participants indicated that over the past year or two they or others in their charity have looked for information or assistance to help them understand what is required for completing and/or filing their T3010 form. Sources most often used for such assistance included the Charities Directorate (of the CRA) and the CRA (in general). Other sources included the following: the charity’s fundraising team; the charity’s auditor; the Canadian Centre for Christian Charities (CCCC); and a branch treasurer.

Those looking for information said they found what they were looking for. It was observed that on occasion it took time to find or obtain the information sought, but that the process was not difficult. Those who have not sought information over the past year or two most often identified the CRA and the Charities Directorate as where they would you look for such information or assistance. Other sources include the charity’s board members, accountants, and overarching charitable organizations of which the charity is a member.

Asked specifically how they would contact the Charities Directorate of the Canada Revenue Agency

if their charity had questions or needed more information, participants most often said they would do so by phone. Other ways included the website (followed by phone if necessary), the website’s search engine, and the FAQs section of website. Some participants specified that they would avoid calling/using the phone because of anticipated wait times.

Limited awareness that the CRA offers information webinars for charities

Only a few participants were aware that the CRA offers information webinars for charities on a variety of topics. Moreover, only a few have ever attended one; everyone who attended a session described it as useful/helpful.

Combination of paper and electronic – common way of maintaining/storing books and records

Most participants said their organization currently maintains/stores its books and records using a combination of paper and electronic formats. While a few identified paper-only storage, no one said their organization currently maintains/stores its books and records exclusively in electronic format (though a few specified that their charity relies primarily on electronic storage).

Reasons commonly given for maintaining both paper and electronic formats included the fact that documents sent to the charity can come in both forms (and so are saved in the format in which they are received), and to have a back-up/duplicate version in another format. Additional reasons given for maintaining paper records included the following:

Email or combined email and paper – preferred ways to receive information from the CRA

Participants most often identified email or a combination of email and paper as the way(s) their organization would prefer to receive general information from the CRA about such things as their organization meeting its obligations/programs/services available. Some participants specified that paper/mail would be their organization’s preference for anything of a legal nature or related the charity’s legal obligations, but that email would be acceptable for communications material related to such things as services provided by the CRA. A couple of younger participants said that their personal preference (not necessarily the charity’s preference) would be through webinars. It was suggested that receiving paper or both paper and electronic copies can protect the organization from fraudulent emails, purportedly from the CRA.

Pandemic has had limited impact on charities’ interactions with CRA

Only a few participants identified changes regarding the way(s) their charity interacts or deals with the CRA because of the pandemic. Changes that were identified included the following:

No one identified any changes resulting from the pandemic regarding the way(s) their charity files its information return.

3. Access to technology and social media usage

This brief section reports on organizations’ use of technology and social media.

Relatively widespread access to technology

Access to technology is relatively widespread according to participants, though caveats or specifications were sometimes provided. Regarding internet access for example, most participants said that their organization has reliable access to the internet. Those who did not answer affirmatively explained that their organization does not use the internet and/or have an internet presence, as opposed to suggesting that internet service for their organization is unreliable or unavailable. In other words, no one suggested that poor internet service was a problem for their charity.

When it came to computers, most participants said that they have access to computers, but some of them specified that these are personal computers as opposed to computers belonging to the charity itself. Once again, there was no suggestion or indication that lack of computers was a problem for any of these charities. Only a couple of participants whose organizations maintain their books and records in a paper format said they are unable to scan the documents or take pictures of the documents.

Mixed use of social media and email

While most organizations use social media, some do not. When it comes to use of social media, the only platform identified with any frequency was Facebook. Instagram, TikTok, WhatsApp, and LinkedIn were all mentioned infrequently. Most participants said their charity uses email in its regular activities, though some representatives of smaller charities specified that they use their personal email accounts for charity-related activities because there are no organization-based email addresses.

4. Use of My Business Account

This section focuses specifically on organizations’ dealings or interactions with the CRA in regards to their charity through the My Business Account service.

Only a few organizations are registered for the CRA’s My Business Account online portal.4 Most of those whose organizations are not registered are aware that the CRA had a secure online portal for charities, but some said they were not aware of this. With one exception, at least a few participants in each group said they are registered for My Account for Individuals for their personal taxes, but only a few of them knew they could use the same log-in credentials for My Business Account. Among the latter, only one participant expressed concern that My Business Account would link to their personal tax affairs.

Participants not registered for My Business Account

Among participants aware of My Business Account but whose organization is not registered, a few indicated that they or their organization have tried unsuccessfully to register for the service. Steps taken to try to resolve the issue involved some unsuccessful back and forth with the CRA. Lack of success in resolving the issue was attributed either to non-responsiveness on the part of the CRA or lack of technical competence to resolve the issue on their part.

Participants not registered for My Business Account identified the following as ways the CRA could make it easier to register for the service:

Among this same group of participants, only a few expressed any security concerns about interacting with the CRA through the internet. The most frequently given reason to explain why organizations are not registered for My Business Account was lack of need. Other explanations included the following:

Participants registered for My Business Account

Use of My Business Account among registered users has been relatively recent, ranging from approximately two to five years. Those having access to accounts from within the charity include presidents, chairs, and treasurers, while authorized representatives outside the charity include accountants. Within these charities, My Business Account is used to maintain the charity’s information, payroll, and GST/HST. Registered users typically described having limited familiarity with the various services for charities offered through My Business Account. In relation to what they use it for the service was described as useful, though it was suggested that it would be more useful for charities if financial statements could be uploaded along with the T3010 form.

5. Perceptions and preferences regarding filing of T3010

This section reports on issues related to perceptions and preferences regarding the filing of T3010 forms.

Moderate awareness of capacity to file T3010 return through My Business Account; no one has tried to file through the service

Just over half the participants said they were aware that the T3010 return can be filed through My Business Account, but no one has previously tried filing their charity’s information return through the service. As noted earlier, a couple of participants specified that they submitted it electronically this year for the first time using their My Account for Individuals log-in credentials to access their charity’s My Business Account.

Speed—main perceived advantage of filing T3010 return using digital services

The most frequently identified advantages of filing the T3010 return using digital services were quicker receipt and treatment by the CRA as well as immediate confirmation of receipt. Additional perceived advantages included the following:

Habit and lack of need—main reasons for filing T3010 return by mail rather than electronically

The two reasons most frequently provided by participants to explain why their organization files its T3010 return by mail rather than electronically were habit/custom (and the peace of mind associated with customary practices), and lack of need, based primarily on the ease of submitting by mail and the fact that doing so has never resulted in any problems. The only other reason identified with any frequency concerned issues with electronic filing, specifically the following: the inability to send financial statements electronically, software compatibility/interface issues when completing fillable/saveable version of the form, and the inability to download the fillable form and/or save information in the form and return to it later.

Other reasons were mentioned infrequently and included the following:

Asked about the advantages of filing the T3010 return by mail, many participants could not point to any beyond custom/habit and lack of problems doing so. A few added that filing by mail is something everyone/anyone can do.

Widespread interest in filing T3010 electronically

Nearly all participants, almost everyone in all but one group, said they would prefer to file their T3010 to the CRA electronically. Asked if anything is inhibiting or preventing them from doing so, participants routinely said no, often identifying inertia as the only obstacle. Beyond this, the following reasons for not currently filing their charity’s T3010 electronically were identified:

Inducements to file T3010 return to the CRA electronically

Participants collectively identified a variety of things that would facilitate their move to digital tax-filing or increase their willingness to switch to online filing. The two most frequently identified inducements were a general reference to making this easy/user-friendly, and specific reference to webinars/tutorials/workshops on how to do this. In addition to these, relatively frequent reference was made to two other things. One was making it easy to set up My Business Account and/or providing support setting up My Business Account. The other was simplifying the form for small charities instead of treating all charities alike.

Specific things were identified less frequently, and included the following:

A few participants said that there is a conversation taking place within their organization around getting registered for My Business Account. Factors informing considerations in this regard included the following:

Appendix

1. Technical Specifications

A set of 24 virtual focus groups was conducted with the following target audiences:

  1. Those have elected to file their T1 tax returns by paper;
  2. Vulnerable population segments, including:
  3. Representatives from registered Canadian charities who filed their organization’s last charitable returns by paper.

Recruitment adhered to the Government of Canada’s Standards for the Conduct of Government of Canada Public Opinion Research – Qualitative Research. Three separate recruitment screeners were developed to identify potential participants: one for taxpayers, one for registered charities, and one for the vulnerable segments of the population. Taxpayers and vulnerable population segments were recruited through CRC Research’s opt-in database of 450,000 adults aged 18+ (CRC Research was responsible for recruitment as a subcontractor). Representatives of registered charities were recruited using lists supplied by the CRA, as well as CRC Research’s opt-in database.8 The identity of the client was revealed (i.e., the Government of Canada) during the recruitment interview.

The recruitment screeners were administered by telephone, but online versions were used to first identify potential participants who file their T1 tax return by paper as well as low-income seniors and single parents and individuals who have experienced precariousness in their housing situation. The eligibility of those who completed the online screener was then confirmed via telephone. When recruiting, individuals were offered the option to conduct the recruitment interview in English or French. All individuals recruited were fluent in the language in which the focus group was conducted. For the groups held with those residing in Quebec, the primary language of all recruited individuals was French and elsewhere it was English.

During the recruitment interview, potential participants were informed of their rights under the Privacy Act, Personal Information Protection and Electronic Documents Act and Access to Information Act. This included informing participants of the purpose of the research; that participation is completely voluntary; and that all information collected would be used for research purposes only. Verbal consent was also obtained from each participant prior to recording the virtual session.

These groups lasted two hours and a total of 201 individuals participated in this research. Apart from the groups with representatives of registered charities, all groups included a mix of participants by age (within the recruitment parameters), gender, education, ethnicity, and income (again within the recruitment parameters).

The fieldwork took place between May 25 and June 14, 2022. All participants were paid an honorarium to thank them for taking part in the research. Participants will be paid an honorarium as follows: Canadian taxpayers and members of the vulnerable populations received an honorarium of $150 and representatives of registered charities were paid $225.

2. Research Instruments

2.1 Recruitment Screeners

A. Paper filers

INTRODUCTION:

Hello/Bonjour, my name is [INSERT]. I’m calling from Phoenix Strategic Perspectives, a Canadian public opinion research firm. Would you prefer to continue in English or French? / Préférez-vous continuer en français ou en anglais?

[RECRUITER NOTE: If someone is asking to participate in French/English but no group in this language is available, CONSIDER RECRUITING AS AN INDIVIDUAL INTERVIEW.]

We are organizing a series of discussion groups on behalf of the Government of Canada. Are you at least 18 years of age and have you lived in Canada for at least 12 months?

INFORMATION:

The objective of these focus groups is to inform improvements to the online services the Canada Revenue Agency, or C-R-A, provides for Canadians in relation to their income taxes and access to benefits they may qualify for. Participation is completely voluntary and your decision to participate or not will not affect any dealings you may have with the Government of Canada. We are interested in your opinions and your experiences. No attempt will be made to sell you anything and at no point will you be asked to share personal information. The information collected will be used for research purposes only and handled according to the Privacy Act of Canada.* The format is an online discussion with up to eight participants led by a research professional from Phoenix Strategic Perspectives. People who take part will receive a cash gift to thank them for their time. All opinions will remain anonymous and will be used for research purposes only in accordance with laws designed to protect your privacy.

May I continue?

  1. Yes [CONTINUE]
  2. No** [THANK AND TERMINATE]

NOTES TO RECRUITERS:

  1. *IF ASKED: The personal information you provide is governed in accordance with the Privacy Act and will not be linked with your name on any document including the consent form. In addition to protecting your personal information, the Privacy Act gives you the right to request access to and correction of your personal information. You also have the right to file a complaint with the Privacy Commissioner of Canada if you think your personal information has been handled improperly. The final report written by Phoenix SPI will be available to the public from Library and Archives Canada (http://www.bac-lac.gc.ca/).]
  2. IF AN INDIVIDUAL QUESTIONS THE VALIDITY OF THE RESEARCH, INVITE HIM/HER TO CONTACT KRISTA HOLMES OF THE CRA AT 343-551-6112 / Krista.Holmes@cra-arc.gc.ca OR GO ONLINE TO CRIC RESEARCH VERIFICATION SERVICE AND ENTER PROJECT NUMBER: 20220412-PH969

    EN: https://www.canadianresearchinsightscouncil.ca/rvs/home/
    FR: https://www.canadianresearchinsightscouncil.ca/rvs/home/?lang=fr

  3. TO VERIFY IT IS A GOVERNMENT OF CANADA PROJECT, THEY CAN SEARCH THE FOLLOWING WEBSITE TO SEE LIST OF CURRENT PUBLIC OPINION RESEARCH PROJECTS – INCLUDING THIS ONE: DIGITAL ACCELERATION RESEARCH

    EN: http://canada.ca/por-cra
    FR: http://canada.ca/arc-por

The focus group will take place online on the (INSERT DATE/TIME) and will last up to 2 hours.

  1. Are you interested in taking part in this study?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
  2. Before we invite you to attend, I need to ask you a few questions to ensure we have a good mix of participants. This will take 5 minutes. May I continue?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]

    [WHEN TERMINATING A CALL WITH SOMEONE, SAY: Thank you for your cooperation. We already have enough participants who have a similar profile to yours, so we are unable to invite you to participate.]

  3. [DO NOT ASK; RECORD BY OBSERVATION] Please indicate the gender of the person.
    1. Male
    2. Female
  4. Do you or anyone in your immediate family work or have you ever worked for ...? [READ LIST]
    1. a. A marketing research, public relations firm, or advertising agency
    2. b. The media (i.e., radio, television, newspapers, magazines, etc.)
    3. c. A federal or provincial government department or agency
    1. Yes [THANK AND TERMINATE]
    2. No [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  5. How long have you lived in Canada? __________
    1. [RECORD] ______ [THANK AND TERMINATE IF LESS THAN 12 MONTHS]
    2. Prefer not to say [THANK AND TERMINATE]
  6. How often do you generally file a personal [QUEBEC ONLY: federal] income tax return in Canada? Would you say …? [READ LIST]
    1. Never [THANK AND TERMINATE]
    2. Rarely [THANK AND TERMINATE]
    3. Often
    4. Every year
    5. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]
  7. [IF Q6=03 OR 04] Have you sent in a personal [QUEBEC ONLY: federal] income tax return in the past 12 months? IF ASKED: This would be the tax return you filed last year for the income you earned in 2020, or this year for the income you earned in 2021.
    1. Yes
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  8. How was your last personal [QUEBEC ONLY: federal] income tax return sent to CRA? That is, was it sent by mail or online? [READ LIST]
    1. By mail
    2. Online (INCLUDES EFILE AND NETFILE) [THANK AND TERMINATE]
    3. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]

    8b. Have you ever submitted a personal [QUEBEC ONLY: federal] income tax return online to CRA?

    1. Yes
    2. No [SKIP TO Q9]
    3. Prefer not to say [THANK AND TERMINATE]

    8c. [IF Q8b=01] You indicated that you have submitted personal [QUEBEC ONLY: federal] income tax returns to CRA by mail and online. Which method do you typically use if given the choice to submit your return by mail or online?

    1. Mail
    2. Online [RECRUIT MAXIMUM 1 PER GROUP]
    3. Prefer not to say [THANK AND TERMINATE]
  9. Could you please tell me which of the following statements best describes how you completed your most recent personal income tax return? [READ OPTIONS; STOP WHEN A RESPONSE IS PROVIDED]
    1. You completed the tax return by yourself without any help.
    2. You completed the return on your own, but with help.
    3. Someone else completed your return. [RECRUIT MAXIMUM 2 PER GROUP]
  10. Into which of the following age groups do you currently fall? Are you…? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Under 18 [THANK AND TERMINATE]
    2. 18-29
    3. 30-39
    4. 40-49
    5. 50-59
    6. 60-64
    7. 65+
    8. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]
  11. The focus groups are going to be online sessions held over the Internet. Participants will need to have access to a computer, a high-speed Internet connection, and a Webcam to participate in the group. Would you be able to participate under these conditions?
    1. Yes [SKIP TO Q13]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  12. [IF Q11=02 OR 03] You yourself do not need to have a computer and internet connection to participate. If you have a friend or family who could provide you with access to a computer, a high-speed Internet connection, and a Webcam for the online session, you would be able to participate. Would this be possible?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  13. [EVERYONE] Which of the following best describes your total household income last year, before taxes, from all sources for all household members? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Under $30,000
    2. $30,000 to just under $40,000
    3. $40,000 to just under $50,000
    4. $50,000 to just under $60,000
    5. $60,000 to just under $80,000
    6. $80,000 to just under $100,000
    7. $100,000 and above
    8. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]
  14. [EVERYONE] Are you currently …? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Employed full time
    2. Employed part-time
    3. Self-employed
    4. A homemaker
    5. Unemployed
    6. Student
    7. Retired
    8. [DO NOT READ] Prefer not to say
  15. [EVERYONE] In which province or territory do you live? This information is needed to make sure you are assigned to a focus group that takes place in your time zone.
    1. British Columbia
    2. Alberta
    3. Saskatchewan
    4. Manitoba
    5. Ontario
    6. Quebec
    7. New Brunswick
    8. Newfoundland
    9. Northwest Territories
    10. Nova Scotia
    11. Nunavut
    12. Prince Edward Island
    13. Yukon Territory
    14. Prefer not to say [THANK AND TERMINATE]
  16. [EVERYONE] What is your first official language?
    1. French
    2. English
  17. [EVERYONE] By participating in this focus group, you will be asked to discuss with other participants and share your opinion on various topics related to tax filing and interacting with the CRA. You may also be asked to read during the meeting. How comfortable do you feel in such an environment?
    1. Very comfortable
    2. Somewhat comfortable
    3. Not very comfortable [THANK AND TERMINATE]
    4. Not at all comfortable [THANK AND TERMINATE]
  18. Have you ever attended a discussion group or taken part in an interview on any topic that was arranged in advance and for which you received money for your participation?
    1. Yes [CONTINUE]
    2. No [SKIP TO Q22]
    3. Prefer not to say [THANK AND TERMINATE]
  19. When did you last attend one of these discussion groups or interviews?
    1. Within the last 6 months [THANK AND TERMINATE]
    2. Over 6 months ago [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  20. Thinking about the groups or interviews that you have taken part in, what were the main topics discussed?
    1. RECORD: _______________ [THANK/TERMINATE IF RELATED TO CRA OR TAX FILING]
  21. How many discussion groups have you attended in the past 5 years?
    1. Fewer than 5 [CONTINUE]
    2. 5 or more [THANK AND TERMINATE]
  22. The discussion group will be recorded. The recordings will be used only by the research professional to assist in preparing a report on the findings and they will be destroyed once the report is final. Do you agree to be recorded for research purposes only?
    1. Yes [SKIP TO Q24]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  23. It is necessary for the analysis process for us to record the session as the moderator needs this material to complete the report. The recordings will be used solely to assist with writing the report and will not be shared. Now that I’ve explained this, do I have your permission for recording?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  24. Representatives from Canada Revenue Agency may observe the discussion but will not have access to any of your personal information, such as your full name, and they will not take part in the discussion. Do you agree to be observed by employees of the Government of Canada?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]

C. Invitation to Participate

You qualify to participate in one of our virtual discussion groups. The discussion will be led by a researcher from the public opinion research firm, Phoenix SPI. The group will take place on [DAY OF WEEK], [DATE], at [TIME], and will last up to 2 hours. You will receive an honorarium of $150 for your time.

  1. Are you willing to participate?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  2. We will provide the focus group moderator with a list of participants’ names so that they can sign you into the group. We will provide your first name and the first letter of your last name only. This information will not be shared with Canada Revenue Agency. Do we have your permission to do this? I assure you it will be kept strictly confidential.
    1. Yes [GO TO INVITATION]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  3. We need to provide the focus group moderator with the names of the people attending the focus group because only the individuals invited are allowed in the session and the moderator must have this information for verification purposes. Please be assured that this information will be kept strictly confidential. Now that I’ve explained this, do I have your permission to provide your name and profile to the moderator?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]

INVITATION:

As we are only inviting a small number of people to attend, your participation is very important to us. If for some reason you are unable to attend, please call us so that we can get someone to replace you. You can reach us at [INSERT NUMBER] at our office. Please ask for [INSERT NAME].

May I have your email address so that we can also send you an email message with the information you will need about the FOCUS GROUP? Information regarding how to participate will be sent to you by email in the coming days.

Yes: ENTER EMAIL ADDRESS: ____________________

Information regarding how to participate will be sent to you by email in the coming days. The email will come from Phoenix SPI and the address will be research@phoenixspi.ca. You will be asked to log into the online session 15 minutes prior to the start time.

Someone will call you the day before to remind you about the session. So that we can call you to remind you about the focus group or contact you should there be any changes, can you please confirm your name and contact information for me?

First name:
Last Name:
Daytime phone number:
Evening phone number:

Thank you very much for your assistance!

B. Vulnerable Populations

INTRODUCTION:

Hello/Bonjour, my name is [INSERT]. I’m calling from Phoenix Strategic Perspectives, a Canadian public opinion research firm. Would you prefer to continue in English or French? / Préférez-vous continuer en français ou en anglais?

[RECRUITER NOTE: If someone is asking to participate in French/English but no group in this language is available, CONSIDER RECRUITING AS AN INDIVIDUAL INTERVIEW.]

We are organizing a series of discussion groups on behalf of the Government of Canada. We are looking for [FOR SENIORS: people aged 65 and older / FOR SINGLE-PARENTS, HOMELESSNESS GROUP: people 18+] who would be willing to participate in a discussion group. Are you [FOR SENIORS: at least 65 years of age / FOR SINGLE-PARENTS, HOMELESSNESS GROUP: at least 18 years of age] and have you lived in Canada for at least 12 months?

INFORMATION:

The objective of these focus groups is to inform improvements to the online services the Canada Revenue Agency, or C-R-A, provides for Canadians in relation to their income taxes and access to benefits they may qualify for. Participation is completely voluntary and your decision to participate or not will not affect any dealings you may have with the Government of Canada. We are interested in your opinions and your experiences. No attempt will be made to sell you anything and at no point will you be asked to share personal information. The information collected will be used for research purposes only and handled according to the Privacy Act of Canada.* The format is an online discussion** with up to eight participants led by a research professional from Phoenix Strategic Perspectives. People who take part will receive a cash gift to thank them for their time. All opinions will remain anonymous and will be used for research purposes only in accordance with laws designed to protect your privacy.

May I continue?

  1. Yes [CONTINUE]
  2. No** [THANK AND TERMINATE]

NOTES TO RECRUITERS:

  1. *IF ASKED: The personal information you provide is governed in accordance with the Privacy Act and will not be linked with your name on any document including the consent form. In addition to protecting your personal information, the Privacy Act gives you the right to request access to and correction of your personal information. You also have the right to file a complaint with the Privacy Commissioner of Canada if you think your personal information has been handled improperly. The final report written by Phoenix SPI will be available to the public from Library and Archives Canada (http://www.bac-lac.gc.ca/).]
  2. **IF A POTENTIAL PARTICIPANT INDICATES THAT PARTICIPATING ONLINE IS NOT POSSIBLE FOR THEM (E.G., DUE TO LACK OF COMFORT, NO INTERNET ACCESS, NO COMPUTER, ETC.), SAY: Thank you for letting us know. If other options to participate become available, may we contact you in the coming weeks?
  3. IF AN INDIVIDUAL QUESTIONS THE VALIDITY OF THE RESEARCH, INVITE HIM/HER TO CONTACT KRISTA HOLMES OF THE CRA AT 343-551-6112 / Krista.Holmes@cra-arc.gc.ca OR GO ONLINE TO CRIC RESEARCH VERIFICATION SERVICE AND ENTER PROJECT NUMBER: 20220412-PH969

    EN: https://www.canadianresearchinsightscouncil.ca/rvs/home/
    FR: https://www.canadianresearchinsightscouncil.ca/rvs/home/?lang=fr

  4. TO VERIFY IT IS A GOVERNMENT OF CANADA PROJECT, THEY CAN SEARCH THE FOLLOWING WEBSITE TO SEE LIST OF CURRENT PUBLIC OPINION RESEARCH PROJECTS – INCLUDING THIS ONE: DIGITAL ACCELERATION RESEARCH

    EN: http://canada.ca/por-cra
    FR: http://canada.ca/arc-por

The focus group will take place online on the (INSERT DATE/TIME) and will last up to 2 hours.

  1. Are you interested in taking part in this study?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
  2. Before we invite you to attend, I need to ask you a few questions to ensure we have a good mix of participants. This will take 5 minutes. May I continue? 
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]

    [WHEN TERMINATING A CALL WITH SOMEONE, SAY: Thank you for your cooperation. We already have enough participants who have a similar profile to yours, so we are unable to invite you to participate.]

  3. [DO NOT ASK; RECORD BY OBSERVATION] Please indicate the gender of the person.
    1. Male
    2. Female
  4. Do you or anyone in your immediate family work or have you ever worked for ...? [READ LIST]
    1. A marketing research, public relations firm, or advertising agency
    2. The media (i.e., radio, television, newspapers, magazines, etc.)
    3. A federal or provincial government department or agency
    1. Yes [THANK AND TERMINATE]
    2. No [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  5. How long have you lived in Canada? __________
    1. [RECORD] ______ [THANK AND TERMINATE IF LESS THAN 12 MONTHS]
    2. Prefer not to say [THANK AND TERMINATE]
  6. Into which of the following age groups do you currently fall? Are you…? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Under 18 [THANK AND TERMINATE]
    2. 18-29
    3. 30-39
    4. 40-49
    5. 50-59
    6. 60-64
    7. 65+ [POTENTIALLY QUALIFIES FOR SENIORS GROUP]
    8. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]
  7. The focus groups are going to be online sessions held over the Internet. Participants will need to have access to a computer, a high-speed Internet connection, and a Webcam to participate in the group. Would you be able to participate under these conditions?
    1. Yes [SKIP TO Q10]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  8. [IF Q7=02 OR 03] You yourself do not need to have a computer and internet connection to participate. If you have a friend or family who could provide you with access to a computer, a high-speed Internet connection, and a Webcam for the online session, you would be able to participate. Would this be possible?
    1. Yes [SKIP TO Q10]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  9. [IF Q8=02 OR 03] Thank you. I understand. If other options to participate in this research become available, such as by telephone, may we contact you in the coming weeks?
    1. Yes [THANK AND RECORD INFORMATION FOR CALLBACK]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  10. How often do you generally file a personal [QUEBEC ONLY: federal] income tax return in Canada? Would you say …?
    1. Never [SKIP Q11, RECRUIT MAXIMUM 2 PER GROUP]
    2. Rarely
    3. Often
    4. Every year
    5. Prefer not to say [THANK AND TERMINATE]
  11. Could you please tell me which of the following statements best describes how you completed your most recent personal [QUEBEC ONLY: federal] income tax return? [READ OPTIONS; STOP WHEN A RESPONSE IS PROVIDED]
    1. You completed the tax return by yourself without any help.
    2. You completed the return on your own, but with help.
    3. Someone else completed your return. [RECRUIT MAXIMUM 2 PER GROUP]
    4. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]
  12. For this research, we would like to meet with people of all different living situations. In the last 5 years, have you been in a situation where… [READ LIST]
    1. You have lived in a homeless shelter, on the street, in a makeshift shelter, or in a vehicle?
    2. You have lived temporarily with friends or family because you did not have permanent housing?
    1. Yes [IF ‘YES’ TO EITHER=HOMELESSNESS GROUP, SKIP TO Q16]
    2. No [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  13. [DO NOT ASK IF Q12=01] Including yourself, how many people are currently living in your household?
    1. [RECORD] ______
    2. Prefer not to say [THANK AND TERMINATE]
  14. [IF Q13=2 OR MORE; DO NOT ASK IF Q6=07] Do you currently have children under the age of 18 living with you most of the time?
    1. Yes [POTENTIALLY QUALIFIES FOR SINGLE PARENTS]
    2. No [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  15. [IF Q13=01] What is your current marital status?
    1. Married, living together, or common law
    2. Single [POTENTIALLY QUALIFIES FOR SINGLE PARENTS]
    3. Divorced [POTENTIALLY QUALIFIES FOR SINGLE PARENTS]
    4. Widowed [POTENTIALLY QUALIFIES FOR SINGLE PARENTS]
    5. Prefer not to say [THANK AND TERMINATE]
  16. [EVERYONE] Which of the following best describes your total household income last year, before taxes, from all sources for all household members? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Under $30,000 [LOW INCOME ANY HH SIZE]
    2. $30,000 to just under $40,000 [LOW INCOME IF 3-4 HH MEMBERS]
    3. $40,000 to just under $50,000 [LOW INCOME IF 5 HH MEMBERS]
    4. $50,000 to just under $60,000 [LOW INCOME IF 6-7 HH MEMBERS]
    5. $60,000 to just under $80,000
    6. $80,000 to just under $100,000
    7. $100,000 and above
    8. [DO NOT READ] Prefer not to say [THANK AND TERMINATE]

LOW INCOME SENIORS: Q6=07 AND Q16=LOW INCOME BASED ON HH SIZE

LOW INCOME SINGLE-PARENTS: [Q14=01 AND Q15=02, 03 OR 04] AND Q16=LOW INCOME BASED ON HH SIZE

HOMELESSNESS: Q12A or Q12B=01

  1. [EVERYONE] Are you currently …? [READ LIST; STOP WHEN A RESPONSE IS PROVIDED]
    1. Employed full time
    2. Employed part-time
    3. Self-employed
    4. A homemaker
    5. Unemployed
    6. Student
    7. Retired
    8. [DO NOT READ] Prefer not to say
  2. [EVERYONE] In which province or territory do you live? This information is needed to make sure you are assigned to a focus group that takes place in your time zone.
    1. British Columbia
    2. Alberta
    3. Saskatchewan
    4. Manitoba
    5. Ontario
    6. Quebec
    7. New Brunswick
    8. Newfoundland
    9. Northwest Territories
    10. Nova Scotia
    11. Nunavut
    12. Prince Edward Island
    13. Yukon Territory
    14. Prefer not to say [THANK AND TERMINATE]
  3. [EVERYONE] What is your first official language?
    1. French
    2. English
  4. [EVERYONE] By participating in this focus group, you will be asked to discuss with other participants and share your opinion on various topics related to tax filing and interacting with the CRA. You may also be asked to read during the meeting. How comfortable do you feel in such an environment?
    1. Very comfortable
    2. Somewhat comfortable
    3. Not very comfortable [THANK AND TERMINATE]
    4. Not at all comfortable [THANK AND TERMINATE]
  5. Have you ever attended a discussion group or taken part in an interview on any topic that was arranged in advance and for which you received money for your participation?
    1. Yes [CONTINUE]
    2. No [SKIP TO Q25]
    3. Prefer not to say [THANK AND TERMINATE]
  6. When did you last attend one of these discussion groups or interviews?
    1. Within the last 6 months [THANK AND TERMINATE]
    2. Over 6 months ago [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  7. Thinking about the groups or interviews that you have taken part in, what were the main topics discussed?
    1. RECORD: _______________ [THANK/TERMINATE IF RELATED TO CRA OR TAX FILING]
  8. How many discussion groups have you attended in the past 5 years?
    1. Fewer than 5 [CONTINUE]
    2. 5 or more [THANK AND TERMINATE]
  9. The discussion group will be recorded. The recordings will be used only by the research professional to assist in preparing a report on the findings and they will be destroyed once the report is final. Do you agree to be recorded for research purposes only?
    1. Yes [SKIP TO Q27]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  10. It is necessary for the analysis process for us to record the session as the moderator needs this material to complete the report. The recordings will be used solely to assist with writing the report and will not be shared. Now that I’ve explained this, do I have your permission for recording?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  11. Representatives from Canada Revenue Agency may observe the discussion but will not have access to any of your personal information, such as your full name, and they will not take part in the discussion. Do you agree to be observed by employees of the Government of Canada?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]

You qualify to participate in one of our virtual discussion groups. The discussion will be led by a researcher from the public opinion research firm, Phoenix SPI. The group will take place on [DAY OF WEEK], [DATE], at [TIME], and will last up to 2 hours. You will receive an honorarium of $150 for your time.

  1. Are you willing to participate?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  2. We will provide the focus group moderator with a list of participants’ names so that they can sign you into the group. We will provide your first name and the first letter of your last name only. This information will not be shared with Canada Revenue Agency. Do we have your permission to do this? I assure you it will be kept strictly confidential.
    1. Yes [GO TO INVITATION]
    2. No [CONTINUE]
    3. Prefer not to say [CONTINUE]
  3. We need to provide the focus group moderator with the names of the people attending the focus group because only the individuals invited are allowed in the session and the moderator must have this information for verification purposes. Please be assured that this information will be kept strictly confidential. Now that I’ve explained this, do I have your permission to provide your name and profile to the moderator?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]

INVITATION:

As we are only inviting a small number of people to attend, your participation is very important to us. If for some reason you are unable to attend, please call us so that we can get someone to replace you. You can reach us at [INSERT NUMBER] at our office. Please ask for [INSERT NAME].

May I have your email address so that we can also send you an email message with the information you will need about the FOCUS GROUP? Information regarding how to participate will be sent to you by email in the coming days.

Yes: ENTER EMAIL ADDRESS: ____________________

Information regarding how to participate will be sent to you by email in the coming days. The email will come from Phoenix SPI and the address will be research@phoenixspi.ca. You will be asked to log into the online session 15 minutes prior to the start time.

Someone will call you the day before to remind you about the session. So that we can call you to remind you about the focus group or contact you should there be any changes, can you please confirm your name and contact information for me?

First name:
Last Name:
Daytime phone number:
Evening phone number:

Thank you very much for your assistance!

C. Charities

INTRODUCTION:

Hello/Bonjour, my name is [INSERT]. I’m calling from Phoenix Strategic Perspectives, a Canadian public opinion research firm. Would you prefer to continue in English or French? / Préférez-vous continuer en français ou en anglais?

[RECRUITER NOTE: FOR ENGLISH GROUPS, IF PARTICIPANT WOULD PREFER TO CONTINUE IN FRENCH, PLEASE RESPOND WITH, "Malheureusement, nous recherchons des gens qui parlent anglais pour participer à ces groupes de discussion. Nous vous remercions de votre intérêt." FOR FRENCH GROUP, IF PARTICIPANT WOULD PREFER TO CONTINUE IN ENGLISH, PLEASE RESPOND WITH, “Unfortunately, we are looking for people who speak French to participate in this discussion group. We thank you for your interest.”]

We are organizing a series of focus groups on behalf of the Canada Revenue Agency, or C-R-A. May I speak to the person in your organization who is responsible for bookkeeping and annual filings to the CRA? This may be a volunteer or employee. IF BOOKKEEPING AND CRA FILING FUNCTIONS ARE HELD BY DIFFERENT PEOPLE: ASK TO SPEAK WITH THE PERSON RESPONSIBLE FOR COMPLETING AND FILING THE ANNUAL INFORMATION RETURN, T-3010 FORM.

INFORMATION:

The objective of these focus groups is to inform improvements to the online services the Agency provides for registered charities. Participation is completely voluntary and your decision to participate or not will not affect any dealings you may have with the Government of Canada. We are interested in hearing your opinions; no attempt will be made to sell you anything or change your point of view. The information collected will be used for research purposes only and handled according to the Privacy Act of Canada*. The format is an online discussion with up to eight participants led by a research professional from Phoenix Strategic Perspectives. All opinions will remain anonymous and views will be grouped together to ensure no particular individual can be identified. The full names of participants will not be provided to any third party. Those who participate will receive an honorarium to thank them for their time.

NOTES TO RECRUITERS:

  1. *IF ASKED: The personal information you provide is governed in accordance with the Privacy Act and will not be linked with your name on any document including the consent form. In addition to protecting your personal information, the Privacy Act gives you the right to request access to and correction of your personal information. You also have the right to file a complaint with the Privacy Commissioner of Canada if you think your personal information has been handled improperly. The final report written by Phoenix SPI will be available to the public from Library and Archives Canada (http://www.bac-lac.gc.ca/).]
  2. This organization was selected from a publicly available list of federally registered charities.
  3. In this research, “charity” includes groups such as places of worship, hospitals, arts and cultural, and agencies that support education social services and international aid.
  4. IF AN INDIVIDUAL QUESTIONS THE VALIDITY OF THE RESEARCH, INVITE HIM/HER TO CONTACT KRISTA HOLMES OF THE CRA AT 343-551-6112 / Krista.Holmes@cra-arc.gc.ca OR GO ONLINE TO CRIC RESEARCH VERIFICATION SERVICE AND ENTER PROJECT NUMBER: 20220412-PH969

    EN: https://www.canadianresearchinsightscouncil.ca/rvs/home/
    FR: https://www.canadianresearchinsightscouncil.ca/rvs/home/?lang=fr

  5. TO VERIFY IT IS A GOVERNMENT OF CANADA PROJECT, THEY CAN SEARCH THE FOLLOWING WEBSITE TO SEE LIST OF CURRENT PUBLIC OPINION RESEARCH PROJECTS – INCLUDING THIS ONE: DIGITAL ACCELERATION RESEARCH

    EN: http://canada.ca/por-cra
    FR: http://canada.ca/arc-por

The focus group will take place online on the (INSERT DATE/TIME) and will last up to 2 hours. You will be given an honorarium of $225 for your time.

  1. Would you be interested in taking part in this study?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
  2. Before we invite you to attend, I need to ask you a few questions to ensure that we get a good mix of participants. This will take 5 minutes. May I continue?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]

[WHEN TERMINATING A CALL WITH SOMEONE, SAY: Thank you for your cooperation. We already have enough participants who have a similar profile to yours, so we are unable to invite you to participate.]

  1. The focus groups are going to be online sessions held over the Internet. Participants will need to have a computer, a high-speed Internet connection, and a Webcam to participate in the group. Would you be able to participate under these conditions?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
  2. Do you or anyone in your immediate family work or have you ever worked for ...? [READ LIST]
    1. A marketing research, public relations firm, or advertising agency
    2. The media (i.e., radio, television, newspapers, magazines, etc.)
    3. A federal or provincial government department or agency
    1. Yes [THANK AND TERMINATE]
    2. No [CONTINUE]
    3. Prefer not to say [THANK AND TERMINATE]
  3. To confirm, you had primary responsibility for completing and filing your organization’s last T3010 Registered Charity Information Return?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. Prefer not to say [THANK AND TERMINATE]
  4. Was your organization’s last T3010 Registered Charity Information Return submitted by mail or online?
    1. By mail
    2. Online [THANK AND TERMINATE]
    3. I don’t know [THANK AND TERMINATE]
    4. Prefer not to say [THANK AND TERMINATE]
  5. What is your position or job title at [INSERT CHARITY NAME]? If you have more than one job title, please name them both.
    1. President
    2. Vice President
    3. Secretary
    4. Treasurer
    5. Chief Executive Officer / Executive Director
    6. Financial Officer
    7. Legal Counsel
    8. Board member or Chair
    9. Office manager
    10. Admin staff /receptionist
    11. Manager / Director (other than office manager)
    12. Other (SPECIFY)
    13. Prefer not to say
  6. How many years have you been involved with [INSERT CHARITY NAME]? IF ASKED: as a member, volunteer, staff member, board member or director. IF “SINCE THE BEGINNING” OR “SINCE INCEPTION”, ASK HOW LONG AGO THAT WAS.
    1. Less than two years [MAXIMUM 2 PER GROUP]
    2. Two to less than five years
    3. Five years or more
  7. Is [INSERT CHARITY NAME] registered for My Business Account? IF ASKED: My Business Account is the Canada Revenue Agency’s secure online portal that offers a variety of online services for businesses and charitable organizations like yours. [TRY TO RECRUIT A MIX OF THOSE WHO HAVE MY BUSINESS ACCOUNT AND THOSE THAT DO NOT]
    1. Yes
    2. No
    3. I don’t know
  8. In which province or territory do you live? This information is needed to make sure you are assigned to a focus group that takes place in your time zone.
    1. British Columbia
    2. Alberta
    3. Saskatchewan
    4. Manitoba
    5. Ontario
    6. Quebec
    7. New Brunswick
    8. Newfoundland
    9. Northwest Territories
    10. Nova Scotia
    11. Nunavut
    12. Prince Edward Island
    13. Yukon Territory
  9. What is your first official language?
    1. French
    2. English
  10. By participating in this focus group, you will be asked to discuss with other participants and share your opinion on various topics related to filing of the annual information form. You may also be asked to read during the meeting. How comfortable do you feel in such an environment?
    1. Very comfortable
    2. Somewhat comfortable
    3. Not very comfortable [THANK AND TERMINATE]
    4. Not at all comfortable [THANK AND TERMINATE]
  11. Have you ever attended a discussion group or taken part in an interview on any topic that was arranged in advance and for which you received money for your participation?
    1. Yes [CONTINUE]
    2. No [GO TO Q17]
    3. DK/NR [THANK AND TERMINATE]
  12. When did you last attend one of these discussion groups or interviews?
    1. Within the last 6 months [THANK AND TERMINATE]
    2. Over 6 months ago [CONTINUE]
    3. DK/NR [THANK AND TERMINATE]
  13. Thinking about the groups or interviews that you have taken part in, what were the main topics discussed?

    RECORD: _______________ [THANK/TERMINATE IF RELATED TO CRA OR TAX FILING]

  14. How many discussion groups have you attended in the past 5 years?
    1. Fewer than 5 [CONTINUE]
    2. 5 or more [THANK AND TERMINATE]
  15. The discussion group will be recorded. The recordings will be used only by the research professional to assist in preparing a report on the findings and they will be destroyed once the report is final. Do you agree to be recorded for research purposes only?
    1. Yes [GO TO Q19]
    2. No [CONTINUE]
    3. DK/NR [CONTINUE]
  16. It is necessary for the analysis process for us to record the session as the moderator needs this material to complete the report. The recordings will be used solely to assist with writing the report and will not be shared. Now that I’ve explained this, do I have your permission for recording?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. DK/NR [THANK AND TERMINATE]
  17. Representatives from Canada Revenue Agency may observe the discussion but will not have access to any of your personal information, such as your full name or Charity name, and they will not take part in the discussion. Do you agree to be observed by employees of the Government of Canada?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. DK/NR [THANK AND TERMINATE]

You qualify to participate in one of our virtual discussion groups. The discussion will be led by a researcher from the public opinion research firm, Phoenix SPI. The group will take place on [DAY OF WEEK], [DATE], at [TIME], and will last up to 2 hours. You will receive an honorarium of $225 for your time.

  1. Are you willing to participate?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. DK/NR [THANK AND TERMINATE]
  2. We will provide the focus group moderator with a list of participants’ names so that they can sign you into the group. We will provide your first name and the first letter of your last name only. This information will not be shared with Canada Revenue Agency. Do we have your permission to do this? I assure you it will be kept strictly confidential.
    1. Yes [GO TO INVITATION]
    2. No [CONTINUE]
    3. DK/NR [CONTINUE]
  3. We need to provide the focus group moderator with the names of the people attending the focus group because only the individuals invited are allowed in the session and the moderator must have this information for verification purposes. Please be assured that this information will be kept strictly confidential. Now that I’ve explained this, do I have your permission to provide your name and profile to the moderator?
    1. Yes [CONTINUE]
    2. No [THANK AND TERMINATE]
    3. DK/NR [THANK AND TERMINATE]

INVITATION:

As we are only inviting a small number of people to attend, your participation is very important to us. If for some reason you are unable to attend, please call us so that we can get someone to replace you. You can reach us at [INSERT NUMBER] at our office. Please ask for [INSERT NAME].

May I have your email address so that we can also send you an email message with the information you will need about the FOCUS GROUP? Information regarding how to participate will be sent to you by email in the coming days.

Yes: ENTER EMAIL ADDRESS: ____________________

Information regarding how to participate will be sent to you by email in the coming days. The email will come from Phoenix SPI and the address will be research@phoenixspi.ca. You will be asked to log into the online session 15 minutes prior to the start time.

Someone will call you the day before to remind you about the session. So that we can call you to remind you about the focus group or contact you should there be any changes, can you please confirm your name and contact information for me?

First name:
Last Name:
Daytime phone number:
Evening phone number:

Thank you very much for your assistance!

2.2 Moderator Guides

A. Paper filers

Introduction (5 minutes)

Current processes (15 minutes)

Tonight, we are going to be speaking about the Canadian tax system and the Canada Revenue Agency, or the CRA.

The Canada Revenue Agency is the agency of the federal government responsible for such things as: the collection of income tax, administration of the GST/HST (or Goods and Services Tax), and the Canada Child Benefit Program. The CRA does not determine the level of taxation, it only administers our tax system.

What are your impressions of the CRA? Imagine a scale from negative to positive; where do you stand on that scale in terms of your impressions of the CRA? Are you in the bottom half; top (positive/neutral/negative)?

When we recruited you for this study, you indicated that your last personal [QUEBEC ONLY: federal] income tax return was submitted to the CRA by mail [CONFIRM THROUGH HAND COUNT]. NOTE TO MODERATOR: THE LAST RETURN FILED COULD BE FOR 2020 OR 2021.

  1. Do you typically submit your personal [QUEBEC ONLY: federal] income tax return by mail? NOTE TO MODERATOR: DO NOT PROBE FOR REASONS WHY THEY FILE BY PAPER/MAIL. THIS IS ADDRESSED IN DETAIL LATER IN THE GUIDE.
  2. Has anyone ever filed their personal [QUEBEC ONLY: federal] income tax return to the CRA electronically, either on their own or through someone else such as an accountant or professional tax preparer? [HAND COUNT]
  3. Do you usually complete your personal income tax returns on your own, with or without any help, or does someone else do this for you, like an accountant or professional tax preparer? [HAND COUNT]

    IF RECEIVE ASSISTANCE:

    1. Does the person who helps you complete your income tax returns also submit them to the CRA for you or do you submit them yourself?
  1. How do you obtain the forms required to complete your personal [QUEBEC ONLY: federal] income tax return? NOTE TO MODERATOR: THOSE WHO FILED THEIR INCOME TAX AND BENEFIT RETURN ON PAPER THE PREVIOUS TAX YEAR, ARE AUTOMATICALLY MAILED THE PACKAGE. IN OTHER WORDS, THEY MAY HAVE DONE NOTHING TO OBTAIN THE PACKAGE.

    IF OBTAINED BY MAIL:

    1. Suppose you could not obtain these forms by mail. If you had to get them electronically (i.e., by downloading them or using tax software) what would you do?
      • Probe: extent to which this would constitute a problem/challenge

Access to technology and social media usage (20 minutes)

Changing topics, I’d now like to ask you about the types of technology you use.

  1. To start, how many of you have access to the Internet from your home or residence? [HAND COUNT]
  2. Which of the following devices do you have access to from your home or residence …? [HAND COUNT]
  3. For those who do not have access to any of these devices from your home, are you able to access them from somewhere else, such as a through a friend or family member? [HAND COUNT] From where do you access these devices? 
  4. For those who use shared devices, under what circumstances are you doing so—that is, for what purpose are you using [INSERT ACCESS POINTS MENTIONED—E.G., ‘THE PRINTER AT STAPLES’]?
  5. Is this something you do frequently?
  6. Do you have any concerns about doing this, about using computers and printers from public access points? If so, what concerns do you have? NOTE TO MODERATOR: LISTEN AND PROBE TO SEE IF CONCERN IS ACTIVITY SPECIFIC.
  7. How many of you use social media? [HAND COUNT]
  8. Which social media platforms do you use and for what purposes?

Use of online services (30 minutes)

Now I have a couple of questions about your dealings or interactions with the CRA, either personally or through someone acting on your behalf, such as an accountant or tax professional.

  1. When you need to contact the CRA for one reason or another, how do you typically do so? Why is that?
  2. How would you describe your experience dealing with the CRA? Were you able to get what you needed/resolve your issue?
  3. As a result of the pandemic, has anything changed regarding the way(s) in which you interact or deal with the CRA? This includes anything related to communicating with the agency, looking for information, conducting transactions, etc. If so, how?
  4. How many of you are aware that the CRA offers online services? What types of things have you noticed you can do online with the CRA? Anything else?
  5. [ADJUST IF MY ACCOUNT IS MENTIONED EARLIER] Who has heard of the CRA online service, My Account [for individuals]? [HAND COUNT] For those of you aware of My Account, is anyone registered to use the service? [HAND COUNT]

    IF REGISTERED USER:

    1. What kinds of things have you done through My Account?
    2. How useful is this service to you? Please explain.
    3. Is there anything you are aware of that could do through My Account that you choose not to do? If so, what and why? BE ATTENTIVE TO ANY MENTION OF FILING TAXES, WHICH CANNOT ACTUALLY BE DONE THROUGH MY ACCOUNT
    4. Is there anything you wanted to do in My Account, but weren’t able to?
    5. Can you think of anything that could make the service better for you?

    IF AWARE BUT NOT REGISTERED:

    1. For those of you aware of My Account, but not registered, is there a reason you haven’t registered to use this service?
  1. Has anyone ever accessed other Government of Canada programs or services through an online account other than CRA’s My Account … like My Service Canada Account or My VAC [If needed: Veteran’s Affairs Canada] Account? [HAND COUNT]
  2. Has anyone used Government of Canada online services for reasons other than accessing Government of Canada programs or services? [HAND COUNT] If so, what have you done?
  3. How many of you shop or bank online? [HAND COUNT]

    IF THEY BANK ONLINE:

    1. For those of you who do your banking online, do you also pay bills online by making payments directly from your bank account? Do you have direct deposit set up for any payments you received electronically?
  1. How comfortable are you shopping and banking online? Is there any kind of transaction you could do through online banking or shopping that you would not do? If so what and why?

    IF THEY DO NOT SHOP/BANK ONLINE:

    1. For those who don’t shop or bank online, why not?

Perceptions and preferences regarding tax filing (45 minutes)

I’d now like to switch the focus to your perceptions and preferences when it comes to filing taxes.

[ROTATE QUESTIONS 32/33 AND 34/35]

  1. What do you think are the benefits or advantages of submitting a personal [QUEBEC ONLY: federal] income tax return to the CRA electronically?
  2. Do you think there are any disadvantages or drawbacks to submitting a personal [QUEBEC ONLY: federal] income tax return to the CRA electronically? THE FOCUS HERE IS NOT ON BARRIERS OR OBSTACLES TO FILING ELECTRONICALLY. THESE WILL BE EXPLORED LATER.
  3. What do you think are the benefits or advantages of submitting a personal [QUEBEC ONLY: federal] income tax return to the CRA by mail?
  4. Do you think are any disadvantages or drawbacks to submitting a personal [QUEBEC ONLY: federal] income tax return to the CRA by mail?

As I noted at the beginning of the session, you all submitted your last personal [QUEBEC ONLY: federal] income tax return to the CRA by mail. There can be a variety of reasons why someone chooses to file their return by mail rather than electronically …

  1. Why do you submit your personal [QUEBEC ONLY: federal] income tax return by mail rather than electronically? CATEGORIZE/CLARIFY REASONS USING PROBES BELOW
  2. And what about documents and record-keeping for your tax information. What sorts of documentation to you keep on paper?
  3. ASK ONLY IF REQUIRED BY PREVIOUS E-FILING (Q2) AND ADJUST LANGUAGE AS NEEDED: Earlier on some/a few/someone mentioned that they have previously filed their personal [QUEBEC ONLY: federal] income tax return electronically. Why did you revert to filing by mail?
  4. Is anyone currently contemplating or considering switching from filing their tax return by mail to doing so electronically? [HAND COUNT] How likely is it that you will do so? What factors are informing your considerations in this regard?
  5. Would anyone actually prefer to file their tax return to the CRA electronically? [HAND COUNT] What, if anything, is inhibiting or preventing you from doing so?
  6. Who thinks that they currently have the technological requirements (i.e., software and hardware) that would allow them to file electronically if they wanted to? [HAND COUNT]
  7. What, if anything would induce you to file your tax return to the CRA electronically. Please identify anything that you think would assist or facilitate your move to digital tax-filing or increase your willingness to switch to online filing. USE PROBES BELOW AS NEEDED

IF NOT ANSWERED BY RESPONSES TO THE PREVIOUS QUESTION:

  1. What (else) could the CRA do to assist people with digital tax filing or increase their willingness to switch to online filing? (tools, services, etc.)

Conclusion (5 minutes)

We are now at the end of the discussion. Those are all the questions I have. Is there anything you would like to add? Do you have any last comments or suggestions about anything we have discussed tonight?

Mention final report from the research will be available through Library and Archives in about 6 months.

On behalf of the CRA, I would like to thank you for your time and participation this evening.

You can all log out now. Have a great evening! Your incentive will be sent to you by cheque or e-transfer. For those interested, the final report for this study will be available online in about 6 months through Library & Archives Canada.

B. Vulnerable Populations

Introduction (5 minutes)

For consideration: we’d like to let the groups know what they have in common to set a more comfortable environment to share and let them know the purpose is for the CRA to be aware of any unique needs or services that would help others in similar situations? They are all single parents, they have all at some point experienced housing instability, they are all 65 or older?

Experience with CRA and tax filing (30 minutes)

Tonight, we are going to be speaking about the Canadian tax system and the Canada Revenue Agency, or the CRA.

The Canada Revenue Agency is the agency of the federal government responsible for such things as: the collection of income tax, administration of the GST/HST (or Goods and Services Tax), and the Canada Child Benefit Program. The CRA does not determine the level of taxation, it only administers our tax system.

What are your impressions of the CRA? Imagine a scale from negative to positive; where do you stand on that scale in terms of your impressions of the CRA? Are you in the bottom half; top (positive/neutral/negative)?

I’d like to begin with some general questions about the Canada Revenue Agency and tax filing.

  1. When you think about the Canada Revenue Agency and doing your taxes, what’s the first thing that comes to mind?
  2. Has anyone ever needed to contact or deal with the Canada Revenue Agency? This could be for any reason. [HAND COUNT]

    IF YES (other than just for tax filing):

    1. What was the reason for the contact and how did you get in touch with the CRA?
      • Probe reasons (seek information, requesting update, responding to CRA, other) and service channels
    2. How would you describe your experience dealing with the Canada Revenue Agency … was it positive or negative? Why do you say that?
      • [IF APPLICABLE] Were you able to get what you needed / resolve the issue?

    IF NO:

    1. If you needed or wanted to contact the CRA, how would you do so? Why would you use that channel?
  1. Are there any other ways that haven’t been mentioned yet that you can get in touch with the CRA?
  2. As a result of the pandemic, has anything changed regarding the way(s) in which you interact or deal with the CRA? This includes anything related to communicating with the agency, looking for information, conducting transactions, etc. If so, how?
  3. Given the choice, what would be your preferred way to interact with the CRA? Why is that?

As I mentioned earlier, the purpose of tonight’s discussion is to help the CRA improve the online services it provides Canadians in relation to their income taxes and access to benefits they may qualify for.

  1. How many of you have ever filed a personal income tax return? [HAND COUNT]

IF ANYONE HAS NEVER FILED A RETURN: The next few questions are for people who have filed a tax return.

TAX FILERS

  1. How often do you generally file a personal [QUEBEC ONLY: federal] income tax return?

    Probe: every year, most years/some years, rarely

  2. What would you say some of the benefits are to filing your personal [QUEBEC ONLY: federal] income taxes?
  3. What are some of the disadvantages?
  4. How was your last personal [QUEBEC ONLY: federal] income tax return sent to CRA? Was it sent by mail or online? ASK IF THIS IS THEIR TYPICAL PRACTICE [NOTE FOR MODERATOR: Some who qualified for File My Return may say telephone]
  5. Do you usually complete your personal income tax returns on your own, with or without any help, or does someone else do this for you, like a friend/family member, an accountant or professional tax preparer? [HAND COUNT]

    On their own, with help (could also include Community Income Tax Volunteer Program), by someone else

    IF RECEIVE ASSISTANCE:

    1. At what stage of the process do you get help? What are the main reasons you prefer to get help with it?
    2. Does the person who helps you complete your income tax return also submit it to the CRA for you or do you submit it yourself? [HAND COUNT]

    IF FILE BY MAIL:

    1. How do you obtain the forms required to file your personal [QUEBEC ONLY: federal] income tax return to the CRA?

      IF FORMS OBTAINED BY MAIL:

      1. Suppose you could not obtain these forms by mail. If you had to get them electronically (i.e., by downloading them) what would you do?

        Probe: extent to which this would constitute a problem/challenge

  1. What is the main reason you do your taxes? Any other reasons?

    Probe: - benefits vs. taxes

NON-FILERS:

For those who have never done your taxes,

  1. What are the main reasons you don’t file income tax returns? That is, what’s the main reason why you haven’t done your taxes? Any other reasons?

    Probes if needed:

Use of online services (20 minutes)

I’d now like to talk about your use of online services, starting with services offered by the CRA.

  1. When accessing the internet or online services, how do you normally do so? (e.g. computer/laptop at home, computer/laptop at friend/family member’s home, tablet, mobile device)
  2. Who has heard of the CRA online service, My Account [for individuals]? [HAND COUNT] For those of you aware of My Account, is anyone registered to use the service? [HAND COUNT]

    IF REGISTERED USER:

    How often do you use it and what kinds of things have you done through My Account?

    Examples, if needed:

    How useful is this service to you? Please explain.

    Is there anything you are aware of that you could do through My Account that you choose not to do? If so, what and why? BE ATTENTIVE TO MENTION OF FILING TAXES, WHICH CANNOT ACTUALLY BE DONE THROUGH MY ACCOUNT

    Can you think of anything that could make the service better for you?

    IF AWARE BUT NOT REGISTERED:

    For those of you aware of My Account, but not registered, is there a reason you haven’t registered to use this service?

  3. Has anyone ever accessed Government of Canada programs or services through an online account other than CRA’s My Account … like My Service Canada Account or My VAC [If needed: Veteran’s Affairs Canada] Account? [HAND COUNT]
  4. Has anyone used Government of Canada online services for reasons other than accessing Government of Canada programs or services? [HAND COUNT] If so, what have you done?
  5. How many of you shop or bank online? [HAND COUNT]

    IF THEY BANK ONLINE:

    For those of you who do your banking online, do you also pay bills online by making payments directly from your bank account? Do you have direct deposit set up for any payments you received electronically?

    How comfortable are you shopping and banking online? Is there any kind of transaction you could do through online banking or shopping that you would not do? If so what and why?

    IF THEY DO NOT SHOP/BANK ONLINE:

    For those who don’t shop or bank online, why not?

    Do you see shopping/banking online and filing taxes online the same or differently? Do you have concerns with one but not the other?

Choices and options regarding tax filing (25 mins)

ADJUST LANGUAGE AS NEEDED BASED ON FILING PRACTICES: Earlier I asked those of you who have submitted a personal [QUEBEC ONLY: federal] income tax return to the CRA how you did this. Those of you who file their tax return by mail…

TAX FILERS BY MAIL:

There can be a variety of reasons why someone chooses to file their return by mail rather than electronically …

  1. Why do you submit your personal [QUEBEC ONLY: federal] income tax return to the CRA by mail rather than electronically? CATEGORIZE/CLARIFY REASONS USING PROBES BELOW; BE ATTENTIVE TO BARRIERS WITH THIS AUDIENCE
  2. Is anyone currently contemplating or considering switching from filing their tax return to the CRA by mail to doing so electronically? [HAND COUNT] How likely is it that you will do so? What factors are informing your considerations in this regard?
  3. Would anyone actually prefer to file their tax return to the CRA electronically? [HAND COUNT] What if anything is preventing you from doing so?
  4. Who thinks that they currently have the technological requirements (i.e., software and hardware) that would allow them to file electronically if they wanted to? [HAND COUNT]
  5. What, if anything would induce you to file your tax return to the CRA electronically. Please identify anything that you think would assist or facilitate your move to digital tax-filing or increase your willingness to switch to online filing. USE PROBES BELOW AS NEEDED

ASK ALL TAX FILERS:

  1. What sorts of documents and record-keeping do you keep for information relating to your taxes? Do you keep these on paper or electronically?
  2. What (else) could the CRA do to assist people with digital tax filing or increase their willingness to switch to online filing?

Tax credits and benefits (15 minutes)

I’d now like to turn to tax credits and benefits available from the Government of Canada.

  1. To the best of your knowledge, what are some of the federal tax credits and benefits available to people in Canada? Can you identify any by name?

    [NOTE FOR MODERATOR: Tax filing is required in order to receive these credits/benefits.]

  2. How did you first learn about these tax credits and benefits?

    Probe if needed:

  3. Have any of you ever applied for or received any of these tax credits or benefits? [HAND COUNT] [NOTE FOR MODERATOR: Many of the credits and benefits above are automatically provided as a result of filing a tax return]
  4. For those of you who do not receive any of these tax benefits, how do you think you would apply for them to see if you were eligible to receive them? How would you apply?
  5. ADJUST LANGUAGE BASED ON WHETHER OR NOT CRB/CERB HAS BEEN IDENTIFIED: Did anyone apply for the Canada Recovery Benefit (CRB)/Canada Emergency Response Benefit (CERB)? [HAND COUNT]. How did you learn about this benefit? How did you apply for it? How did you find the applicable experience?

Assistance with tax-related matters (20 minutes)

Those of you who have filed a tax return,

  1. How difficult or easy is it for you to complete your tax return and file your taxes? Please explain.
  2. What are the main challenges or difficulties you encounter when trying to complete and submit your tax return?

    Probe if needed:

[NOTE TO MODERATOR: We are interested in challenges relating to housing insecurity in the experienced homelessness groups, but are hesitant to directly probe. If raised unprompted, please explore]

ASK EVERYONE:

  1. What kinds of services and resources would be most useful to you in terms of assisting you with your tax-related matters, including benefits? For those who have never done your taxes, is there any service or resource that would motivate you to file a tax return?
  2. Are you aware of any existing services and resources that could assist you with your tax-related matters? If so, have any of you have used them to help you with tax filing? Based on your experience, was this helpful? Why/why not?
  3. If you wanted information about such services or resources, where would you go to get it? Why?
  4. What kinds of challenges, if any, would you face looking for or trying to access such information?
  5. Where do you think you would be most likely to notice government messaging related to such services and resources? (i.e., social media, posters, community organizations, bulletin boards)
  6. What in particular could the Canada Revenue Agency do to improve your experience doing your taxes?
  7. ADJUST WORDING IF ‘FILE MY RETURN’ HAS BEEN MENTIONED/IDENTIFIED: Has anyone heard of the CRA’s ‘File my return’ service? This is a free, secure and easy to use service that allows eligible individuals to auto-file their income tax and benefit return through a dedicated, automated phone service without having to fill out any forms or do any calculations. [HAND COUNT]

    NOTE TO MODERATOR: eligible individuals are those with simple tax situations that generally remain unchanged year to year, within a certain income range or with a fixed income. Qualified individuals receive an invitation letter by mail, with their T1 paper tax package or by email notification to view through My Account

    IF AWARE OF SERVICE:

    1. Has anyone used it? [HAND COUNT] IF SO: Based on your experience, was this helpful? Why/why not?

    IF UNAWARE OF SERVICE OR AWARE BUT A NON-USER:

    1. Does such a service sound like it might be useful to you in terms of improving your experience doing your taxes or making it easier? [HAND COUNT] Why/why not?

Conclusion (5 minutes)

We are now at the end of the discussion. Those are all the questions I have. Is there anything you would like to add? Do you have any last comments or suggestions about anything we have discussed tonight?

Mention final report from the research will be available through Library and Archives in about 6 months.

On behalf of the CRA, I would like to thank you for your time and participation this evening.

You can all log out now. Have a great evening! Your incentive will be sent to you by cheque or e-transfer. For those interested, the final report for this study will be available online in about 6 months through Library & Archives Canada.

C. Register Charities

Introduction (5 minutes)

Background/Context (10 minutes)

I'd like to start with a few questions about the charity which you represent and your involvement with it.

  1. How long has your charity been in existence?
  2. How many years have you been involved with the charity?

When we recruited you for this study, you indicated that you had primary responsibility for completing and filing your organization’s last T3010 Registered Charity Information Return [CONFIRM THROUGH HANDCOUNT]

  1. How long has this responsibility been yours?
  2. How knowledgeable would you say that your charity is about what is required to comply with the Income Tax Act? KEEP BRIEF BUT IF KNOWLEDGE IS LIMITED/NON-EXISTENT ASK WHY

T3010 filing habits and interactions with CRA (45 minutes)

When we recruited you for this study, you indicated that your organization’s last T3010 Registered Charity Information Return was submitted to the CRA by mail [CONFIRM THROUGH HAND COUNT].

  1. Is submission by mail the way your organization typically files its T3010 Registered Charity Information Return?
  2. To your knowledge, has your organization’s T3010 Registered Charity Information Return ever been filed electronically?
  3. (if an organization previously filed through MyBA) Why did you revert to filing by mail?
  4. Which version of the T3010 form do you use: the fillable/saveable version or the version you print and fill out?
  5. How difficult or easy is it to complete the T3010 form? Please explain.
  6. [IF DIFFICULT] What would you say the biggest challenge is with completing the T3010 form?
  7. Do you usually complete the form on your own or do you get assistance? [HAND COUNT]

IF RECEIVE ASSISTANCE:

  1. What is it you need help or assistance with?
  2. In the past year or two, have you or others in your charity looked for information or assistance to help you understand what is required for completing and/or filing your T3010? [HAND COUNT]
  3. IF YES: What source(s) do you use for assistance completing the T3010 annual information return? BE ATTENTIVE TO INTERNAL VS. EXTERNAL SOURCES

    Probe:

    IF CRA/CRA WEBSITE/CHARITIES DIRECTORATE IS MENTIONED, GET HAND COUNT ON HOW MANY HAVE SOUGHT INFORMATION/ASSISTANCE THERE

    1. Did you find what you were looking for? If not, why not? If so, where did you find it? Did you find it with ease or difficulty? BE ATTENTIVE TO ANY DIFFICULTIES GETTING INFORMATION FROM CRA/CRA WEBSITE/CHARITIES DIRECTORATE
      • Probe difficulties finding information
      • Probe (where information was found) – Charities and Giving website’s A to Z index, Canada.ca search engine, internet search engine, called client services, other)

    IF NO:

    1. Where would you look for such information or assistance?
      • Probe (if not mentioned) – Charities and Giving website’s A to Z index, Canada.ca search engine, internet search engine, called client services, other)
  1. ADJUST WORDING IF CRA HAS BEEN CONTACTED FOR INFORMATION/ASSISTANCE: If your charity had questions or needed more information from the Charities Directorate of the Canada Revenue Agency, how would you seek out this information? In other words, how would you contact the Directorate?

    Probe:

  2. ADJUST WORDING IF WEBINAR HAS BEEN MENTIONED: Are you aware that the CRA offers information webinars for charities on a variety of topics? [HAND COUNT]

    IF AWARE:

    1. Has anyone ever attended one? If so, was it helpful/useful? If not, why not?
  1. How does your organization currently maintain/store its books and records (e.g., financial statements, receipts, governing documents, material relevant to your business' dealings with the CRA)? Do you currently store your documents/receipts in paper format, electronically, or a combination of both? Why do you do it this way?
  2. How would your organization prefer to receive general information from the CRA about such things as your organization meeting its obligations/programs/services available?

    Probe:

  3. As a result of the pandemic, has anything changed regarding the way(s) in which you interact or deal with the CRA? This includes anything related to communicating with the agency, looking for information, conducting transactions, etc. If so, how?
  4. As a result of the pandemic, has anything changed regarding the way(s) your charity filed its information return? If so, how?

Access to technology and social media usage (5 minutes)

I’d like to ask your organization’s use of technology and social media.

  1. Does your organization have reliable access to the Internet? [HAND COUNT]
  2. Do you have access to computers? [NOTE: Tablets can be considered as computers for the purpose of this question]
  3. If you maintain/store your charity’s books and records in a paper format, are you able to scan the documents or take pictures of the documents to file your return electronically?
  4. Which social media platforms does your organization use?
  5. Does your charity use email in its regular activities?

Use of My Business Account (20 minutes)

I'd now like to focus specifically on your organization’s dealings or interactions with the CRA through the My Business Account service.

  1. Is your organization registered for the CRA’s secure online portal, My Business Account? [HAND COUNT]

IF NOT REGISTERED:

  1. Were you aware that the CRA had a secure online portal for charities?
  2. Is anyone registered for My Account for their personal taxes?
  3. Have you tried to register for My Business Account?
  4. Do you recall what prevented you from successfully registering and accessing your charity’s account on My Business Account?
  5. How could the CRA make it easier to register for My Business Account?
  6. Do you have any security concerns about interacting with the CRA through the Internet?
  7. Are there any other reasons why you are not registered for My Business Account?

IF REGISTERED:

  1. How long has your organization been using this service?
  2. Who has access to your charity’s account through My Business Account?
  3. What do you use My Business Account for?
  4. How familiar are you/is your organization with the various services for charities offered through My Business Account?
  5. How useful is this service to your organization? Please explain.

Perceptions and preferences regarding filing of T3010 (30 minutes)

As I noted earlier, you all indicated that your organization’s last T3010 Registered Charity Information Return was submitted to the CRA by mail.

  1. Were you aware that the T3010 return can be filed through My Business Account? [HAND COUNT]
  2. Have you previously tried filing your charity’s information return through My Business Account?
  3. In your opinion, what are the advantages of filing the T3010 return using digital services (i.e., through My Business Account)?
  4. Why does your organization file its T3010 return by mail rather than electronically? CATEGORIZE/CLARIFY REASONS USING PROBES BELOW
  5. IF NOT ANSWERED BY RESPONSES TO PRECEDING QUESTION: What are the advantages of filing the T3010 return by mail?
  6. Would anyone actually prefer to file their T3010 to the CRA electronically? [HAND COUNT] What, if anything, is inhibiting or preventing you from doing so?
  7. What, if anything, would induce you to file your T3010 return to the CRA electronically? Please identify anything that you think would assist or facilitate your move to digital tax-filing or increase your willingness to switch to online filing.
  8. Within your organization, what is the conversation around getting registered for MyBA? How likely is it that you will do so? What factors are informing your considerations in this regard?
  9. IF NOT ANSWERED BY RESPONSES TO THE PREVIOUS QUESTIONS: What (else) could the CRA do to assist charitable organizations with digital filing or increase their willingness to switch to online filing?

Conclusion (5 minutes)

We are now at the end of the discussion. Those are all the questions I have. Is there anything you would like to add? Do you have any last comments or suggestions about anything we have discussed tonight/today?

Mention final report from the research will be available through Library and Archives in about 6 months.

On behalf of the CRA, I would like to thank you for your time and participation.

You can all log out now. Your incentive will be sent to you by cheque or e-transfer. For those interested, the final report for this study will be available online in about 6 months through Library & Archives Canada.

1 This included low-income seniors, individuals who have experienced precariousness in their housing situation, and low-income single parents.

2 Paper filers were asked why they typically contact the CRA in the way they do (see question 15 in guide for paper filers).

3 This was a reference to the use of chatbots to make Frequently Asked Questions more responsive.

4 A couple of participants suspected that their organization is registered but that the charity is unable to access the service.

5 Here participants were describing the functionality provided through the “represent a client” portal.

6 Low income was defined according to Statistics Canada’s low-income cut-offs. Since this varies by community and family size, the following ranges were used: under $30,000, $30,000 to just under $40,000 for households of 3-4 members, $40,000 to just under $50,000 for households of 5 members, and $50,000 to just under $60,000 for households of 6+ members.

7 This included anyone who had lived in a homeless shelter, on the street, in a makeshift shelter, or in a vehicle and/or lived temporarily with friends or family because they did not have permanent housing in the last 5 years.

8 The lists provided by the CRA did not contain sufficient records to fully recruit the virtual group held with representatives of charities located in Quebec, in part because the refusal rate was higher among these charities. For this reason, CRC’s database was used to augment to the lists.