In her opening remarks, the commissioner noted that we are implementing a performance management framework. We have in fact established the main roles and priorities for our organization.
We have started gathering data, which is largely quantitative for now, but we hope to gather qualitative data. We have just started doing this, but once we have gathered data for over a year, we will be able to identify ways of improving performance, for instance, in response times when a member contacts our office.
We record the number of requests received, but we know we have to do more. We have to look at our record on meeting deadlines. My colleague has in fact established client-service standards.
We need to gather sufficient data over more than a year in order to produce a report. At our management meetings, we have started receiving reports and are able to identify trends and weaknesses.
We recognize the importance of performance management. In the initial years, the commissioner's office established a framework, policies, and procedures. After eight years, we know what we need to improve our performance.