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Registered Charities Service Delivery

Subject Matter

The Charities Directorate of the Canada Revenue Agency (CRA) wanted to conduct a survey of its client group: officials of registered charities in Canada. The objective was to obtain a quantitative baseline measure from which to track service improvements in the future. The questionnaire incorporated core elements of the Common Measurements Tool (used by public institutions across Canada).


A telephone survey was conducted with 600 officials of charities that had registered with the Directorate during the three calendar years preceding the survey. CRA provided the sample list in electronic format. Quotas were applied to ensure that a minimum number of respondents completed the survey modules that assessed the registration process and service related to the T3010 annual information return. Individuals participating on behalf of their charity were people responsible for interactions with CRA. The results were weighted by type, size and region of the charity to ensure that the data accurately reflected the actual distribution of charities that registered within the previous three calendar years. The survey averaged 20 minutes in length.

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