I will ask Mr. Goulet to add to this if he feels the need to but I'll start with this. Good practices exist. We have not done any benchmarking on this audit. Again referring to a comment I made earlier, we have to make choices as to how we scope the audit, given the capacity we have. We also try to maximize the value we bring. We have not done benchmarking to compare. The questions that were important for us were: Is there a service standard? Has management established a service standard based on consulting with Canadians? We do mention in the report that on average, Canadians, based on the survey, expect to speak to someone within seven minutes. I'm offering that although I'm not sure that's answering your question.
On June 6th, 2019. See this statement in context.