Thank you, Mr. Chair.
I'd like to thank the witnesses for being with us today to try to explain the poor quality of service in their department.
In the private sector, you would have been bankrupt long ago. With respect to service quality, unfortunately, government clients have only one choice. They can't choose another company, so they're captive to the services we offer them; they have no other options. It's quite different in the private sector, of course.
I also understand that there are differences between the services offered in the private sector and those offered by the government. That's your reality.
I'm trying to identify the problem and why so many calls are rejected, so they don't go to a call centre agent. You say that call centres aren't able to respond to call volume. Can you explain this lack of capacity in the system? More specifically, why are people blocked and is communication cut off when they call?