If you're not looking to make changes here, then what we need to do is have this dialogue to help us understand.
It's on TV. People certainly have their feelings about the agency.
I would suggest to you--this is just speculation--that in most cases, if you want a change in attitude with the staff, change the attitude of the people who are managing them. It's amazing how that will do it. So maybe the whole move from one entity to another instilled a whole different outlook in terms of the service for Canadians, but also for the staff.
If you treat people with respect and decency, guess what? You get decency and respect back.