My practice doesn't involve a lot of personal tax returns, but I can answer your question because I do have observations in that area.
The CRA has become more automated, especially with the easier tasks that you just mentioned. We do download client information from the CRA website when we are filling out tax returns. In the disability tax credit world, I used to have to reapply every five years because of my MS. I now don't have to apply. I don't have to reapply as often, and it's the same for some other applicants. At that level, the CRA has become much more efficient and user friendly. It's at the more difficult levels, such as in the audit field when you're on private company matters or reorganizations, that you notice the lack of training. That's not something you can automate or simplify.