In 2015, the department's reaction was to stop answering calls, but it wasn't necessarily the right approach for meeting client expectations. At least it ended up making adjustments.
My other question concerns service standards. You said that the Treasury Board Secretariat, or TBS, has established three minimum service standards. Did your study allow you to determine whether the TBS is doing anything to ensure that call centres meet these three service standards? Or has TBS simply issued three service standards and done nothing to enforce them through government call centres? Can you provide us with some insight into TBS' relationship with departments to ensure they meet these service standards?