I can go next.
I agree that with IRCC there has been a trend of moving toward online submission of applications, which is definitely convenient, but there should also be an option for paper applications. Through the work I do with newcomers, I see that many applicants with strong technology literacy and English-language skills find it very easy and convenient to submit their applications online. However, we can't forget about individuals with low English levels and low literacy skills who simply struggle with that. They should have the option to continue to do so on paper with hard copies.
In terms of one recommendation or one major suggestion, I would say that it's very similar to the previous comment as well. It's having contact, having customer service, having an email or a phone number where applicants can simply connect to an agent. As I mentioned in my opening statement, there is a phone number, but it's impossible to connect with an agent and receive an update. The web forms have been helpful, but they do take some time to receive a response, and they can clog the system as well.
Allocating more staffing resources in the call centres so that people can call and receive information would definitely be very helpful.