Thank you, Mr. Chair.
Thank you to our witnesses for coming in today.
The Canada Revenue Agency is requesting $213.8 million “to address the post-pandemic sustainability of contact centres”. Moreover, the supplementary estimates note that “The Agency anticipates 5 million calls from individuals and 1.6 million calls from businesses in 2022-23. This funding will be used for call agents, support functions and related internal services, and will help the agency preserve current capacity and service levels.”
How has the Government of Canada's digital transformation efforts affected the efficiency of these contact centres?