I can start, and my colleague Benoît may want to jump in. The vast majority of the Auditor General's report focused on the CPP disability side of the program, so it's outside my area of responsibility.
I would just note that a key element of the change in the appeals model was the introduction on the EI side of a reconsideration phase, an administrative reconsideration of claims before the client needs to go to a formal appeal. That was the main change on the employment insurance side.
My colleague can add to any other of the service aspects.