I'm going to attempt it, and I might turn to Mr. Swales to add.
We found that the departments were measuring the number of activities. For example, they would visit indigenous communities in the hopes of making individuals aware that, if they filed their tax returns, they could receive the Canada child benefit. They measured the quantity of visits, but didn't actually measure whether or not those visits ended up in individuals filing a tax return and, therefore, getting access to the Canada child benefit.
To me, that is not targeted to that group. As we've seen from statistics, many individuals on reserve are not accessing the Canada child benefit. Perhaps it is because they are unwilling or unable to file a tax return. Finding another way to ensure that an indigenous family can access a benefit they are entitled to would be a targeted outreach activity.
Sometimes there are individuals who need help filling out a form. Filling out the form might be the first step, but if they then also need to deal with a different department, they're on their own. There isn't an end-to-end service model that is focused on the individual and their barriers to accessing these benefits.
That's why we encourage the government to think differently about how they try to reach hard-to-reach people who are not accessing the benefits in the traditional way that everyone else is.