The Auditor General had made two recommendations in her 2005 report.
One was to develop liable cost information tied to service standards, which is precisely what Michel was talking about in terms of activity-based management and activity-based costing. We know now what everything costs.
The other thing they said was to improve client consultation. In the immediate aftermath of 9/11, what we did that was of most concern to the OAG, I think, was double our time for delivering passports. It's because we were instituting new security protocols. We had an increase in demand. We instituted a “one person one passport” rule that required that children get passports. So we expanded our delivery time from five to 10 days for in-person service. That was the biggest no-no we did.
We've gone through this very long consultation process, which Madame Desloges explained. I think we've had great response from Canadians in terms of the number of people who have engaged in the consultations. We've engaged through social media sites: YouTube, Facebook, and Twitter. I think we've really received a lot of involvement in the consultation through this process.