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Q:
To what do you attribute your success?
Sounds corny but I owe a great deal to my parents (Irish mother
and French Canadian father) who have been married 57 years.
My wife Rachelle (who also works in CRA) and my two boys Daw-
son (17) and Donovan (15) have been extremely supportive to me
over the years. They understand that they will always be my pri-
ority but that sometimes it requires compromise.
The CRA has been supportive to me. It has given me the op-
portunity to re-invent myself several times and I’ve had multiple
careers in one. I am so proud to be a public servant and am even
more proud to be part of what I consider to be a leading edge
organisation in the world of tax administration.
Finally, hard work and strong values. I invested in my profes-
sional relationships. I am a firm believer that every employee has
a unique contribution to bring to the organisation and that no one
should be judged by their rank or level in an organisation.
Q:
Your current project is to create a more efficient
and customer-centric HR function within the CRA.
What were your priorities?
First, we worked extensively to simplify and streamline HR. For
example, we have made it easier for managers to understand and
apply HR policies by undertaking a thorough review of our policy
suite through which we reduced the number of HR Corporate
Policy Instruments by 75%. We have simplified our performance
management by eliminating paper from the process, and stan-
dardizing language and terms. We also used the Lean methodol-
ogy to simplify a number of other HR processes so we can keep
pace with our clients’ needs.
Next, we reduced the burden on managers by making it easier
for employees to access HR information and services. We launched
MyHR, a modern hub for HR information that provides convenient
self-service options for clients along with seamless access to new
HR solutions. Third, we strengthened our capacity to provide ex-
pert advice. While browsing topics on MyHR users always have
the ability to request support from HR advisors through our HR
Service Centre. We are working to further establish our reputation
as helpful solutions providers who know and understand clients’
business and help them resolve complex issues, and who are in-
vited to the table when a client needs help because of their trust in
the skills and knowledge that we bring.
Q:
How are you monitoring the changes you’ve
enabled?
Quantitative systems-generated data enables us to set benchmarks
and measure the progression of our HR and workforce indicators.
This will tell the true story of the benefits that these changes are
enabling the CRA to realize.
We also make improvements to our solutions based on what we
hear from clients. Nothing is implemented without having been
tested with clients and we have various mechanisms in place to
14
/ Canadian Government Executive
// October 2016
The Interview
Dan Couture
has been Deputy Assistant Commissioner for Canada Revenue Agency’s Human Resources
Branch since 2013. This year, he won the Association of Professional Executives of the Public Service of
Canada award for his leadership skills. The citation read that he was recognized “for his overall manage-
ment excellence on numerous initiatives within his department and for his dedication to mentorship and
coaching.” Born in Rimouski (Quebec) he studied Industrial Relations at McGill University before start-
ing his career in the private sector. He started work in the Toronto District Office of Revenue Canada in
1990 and never looked back.
Dan Couture
On HR andWorking/Leading
in the public service
Deputy Assistant Commissioner for
Canada Revenue Agency’s Human
Resources Branch