At the outset, I'd just like to say that service delivery is built into the DNA of the staff in Shared Services Canada. They really want to deliver the best service. I think the issue has been the lack of systematic processes, ways of working to enable employees to deliver those services in an effective manner.
Following on the Auditor General's report, we completed a service policy. That's done; it's issued to the customers. We're planning and launching a renewal of all of the service management processes within Shared Services Canada, and we're acquiring new tools to enable employees to be able to deal efficiently with all of the service requests that come into Shared Services, to give them visibility, to have the priorities, to deal with the business intake side and the processing, and to monitor how we're doing. This will be an important step forward for the organization to be able to do that and move out of a varied set of manual processes. It's absolutely critical to improving service.