The easiest way to say this—and I think this will be valuable for all members of this committee, just as members of Parliament, not even as members of this committee—is that, as a government, we generally have been very good at hiring project managers, building the next new thing, and then leaving it and moving on to somebody else. If we want our government to be more efficient at what we are doing, we need to focus on user experience. We need to hire more product managers, individuals who obsess daily about the individual experience that Canadians are having on the ground, and empower those people with the resources, tools and authority to make changes to improve those experiences, not once in a generation, not once in 63 years, but every single day. That's what happens in the private sector. That's what needs to happen in government.
On May 6th, 2024. See this statement in context.