I think that's a very fair question.
I'd start by highlighting that “digital first” does not mean “digital only”. This is the provision of a new service that for a lot of people is a lot more convenient and cheaper. It saves them time and energy. Frankly, I think millions of Canadians would like to utilize those services.
However, if you look at something like the rollout of the enrolment program for dental care, we know that, especially for the oldest seniors in Canada, the preferred method for enrolling into the program was via telephone. We made that service available.
One of the best ways to articulate how good this service will be—whether it will be for a relative of yours or for any seniors that we represent—would be that the ability to provide these services online actually takes a person out of line for the other channels that are being utilized. A lot of people in those lines at a Service Canada centre don't want to be there. They would have much rather done it at three o'clock in the morning at their home, or after work or in the morning. They don't want to take time off work. They don't want to have to find child care or pay for parking.
When it comes to even the telephone program, I think there are opportunities that we should be looking at that are becoming available in the private sector, especially with regard to technology. For example, for any of the millions of Canadians who have waited on hold on the line, you've memorized the music. Having the ability to be called back so you can go about your day is useful.
I also think it's interesting that there are new AI services that actually interrupt the conversation to say, “Hey, somebody is several minutes away, but I can handle 80% of inquiries. Would you like to try me?” That's another way that we can get more people out of line.
