I can start, and then perhaps Michael can come in.
l would say, first, that the department responded extraordinarily quickly. We had a few hundred people who could work remotely in the first week of the pandemic. Within about six weeks, we had 28,000 online, working from home. I think what you are seeing is a department that was quickly able to deploy both technology and equipment to its employees. To put 3,000 people quickly into that mode was quite rapid for us. We had never done that before.
Of course, it's not enough, but it's really because of the historical demand and the wave that hit the department. We don't believe that there was anything more...than what we actually did accomplish.
The challenge is how to sustain this. We have people working from home in every part of the country. In the context of call centres, we have to train people. They have to be able to answer questions. People would get extremely aggravated if they were calling and the people they were reaching could not answer their questions. Not everyone is an EI agent nor is everyone a pension agent. I don't mean to say that we have done enough. Certainly, we did our very best, and we also acted quite quickly.
The technology, itself, was deployed relatively rapidly because investments in that specific technology had been made a year or two before. Without modern technology and telephony, we would have been completely unable to respond to this pandemic.