I can return the favour and answer something in his space.
We had embarked on a “people first” initiative within the CRA to try to design our programs and business practices from the taxpayer perspective, including by talking to taxpayers. In the case of the CERB, we had no time to do that.
In the case of the wage subsidy, for example, we had actual citizens focus test the tools we were applying and we brought in stakeholder groups. It's something that we started before COVID, but it's certainly something that we'll continue after—bringing stakeholders and citizens into the design of the program to give us feedback before we implement.