Thank you for your question.
I'll answer in English.
A lot of the apparent lack in quality of service that we see comes up when it's been contracted out. I can give the example of when the hotline for CERB was contracted out at its inception. Somebody who would get through to an actual employment insurance call centre would tell us that they had been given bad information, that they were misinformed and that a very basic question couldn't get answered, as I mentioned earlier. All of that was because, unfortunately, those individuals don't have the security clearance and don't have access to the internal systems. Sometimes people are sharing personal and private information, and when they find out that they're not sharing it with a Government of Canada employee, they get upset and the calls derail.
A lot of the time, a quality public service needs to be provided by a trained public sector worker who is actually accountable to the Government of Canada and who has access to those systems and can answer simple and basic questions. In a typical call in the early days of CERB delivery, someone would call the number and ask if they were entitled to CERB and the person answering would say, “Well, I can't help you with that.” They'd ask, “Can you look at my file and just tell me if my address is correct?” and they would be told, “I can't tell you that.” Finally, they'd ask, “Well, what can you tell me?”
I'm sorry. Go ahead.