Mr. Ricard, the work you do is invaluable. I think everybody in this room has had frustration with call centres, whether of a government department, a bank, a retailer, or whatever. I think that regardless of our political stripes we all want to solve this. I'm sure your work is a good start to doing so.
It seems pretty clear that we need to get some benchmarking done for these call centres. I think you mentioned that Canadians expect a call to be answered within seven minutes.
What is best practice in the industry? Have you looked around? Have you gauged it in the private sector or in other levels of government, etc.?