Sometimes it has been done, and it's been hard to inform people that it's been done. I think CRA tries to do this a lot. They used to have a small-business advisory committee. We see it as such a significant issue that we've made it one of our top priorities. We did a major report, which we distributed across the country.
I'm co-chairing, with Industry Canada, a paper burden reduction committee, which I think CRA should follow. The committee sets out a ten-step process based on what other jurisdictions are doing, what other provinces, including Quebec, have done, what the Dutch have been doing, what other places have been doing, and what works.
The first thing this report, which I can table with the committee, does is to make it a priority. You have to have a long-term commitment and a shared vision, and you have to have champions that will do it and make it a point.
The second thing is that you have to measure it. If you don't measure it, you can't improve anything.
Third, you have to set targets. For example, our report said we wanted to reduce from 40% to 20% the number of people who identified readability and simplicity of information as being poor. And there are specific areas where you can do that. We have some examples. I don't want to use up all the time, but we've got lots of examples of where we think things can be improved.
Finally, we think rather than just making a cultural shift, there needs to be an actual priority assigned within the commission, saying that we want to make sure that we're going to improve service--even though it's been good. Information on some consumer rights needs to go out to various taxpayers, saying here's what you need to know: you have a right of appeal, you have a right of notice. There are a bunch of things that could be linked to this.
So we think there are quite a few things that could be done.