The Auditor General is not alone in identifying some criticisms of past efforts to improve performance measurements and the delivery of programs. There have been a number of stakeholders, including some academics—and I'm thinking of Donald Savoie in New Brunswick—who have been very critical of feeding the beast: doing things, generating reports for the sake of generating reports, conducting an evaluation for the sake of conducting an evaluation.
That is part of the discourse that we considered when we reset our policy with the new policy on results in July 2016. We've tried to make this simpler and more intuitive so the core responsibilities...using CRA as an example, it's tax, it's benefits administration, it's their ombudsman role. That's what they do. Then underneath that they've got some clear results expectations, and some of them are quite specific in terms of service standards, etc.
That, for us, is the objective: to make the results clear, understandable, and something that can be objectively measured—wait times, turnaround times to issue permits and licences, tax returns, and this sort of thing. There are some transactional areas that lend themselves very well to that sort of results approach. There are others that are a work in process, and we need to account for that.
Clearly what's motivating us here is to be more specific about why a department exists, what it's trying to achieve, and how it's going to measure success.