I have a couple of points here.
I expect that people picture an access to information function where it's one person or one team who has access to all the information. However, the reality is that, when the request comes in, it goes to the ATIP office and it gets dispersed for the people who are relevant to search their own records. The people who work in our ATIP office are effectively just the transmitters of what comes back.
The key for us is to remind people of the obligations to safeguard and protect relevant emails and documentation. I think that it's particularly challenging on the military side because people move around. That hygiene becomes more challenging when people change jobs. It's part of cleaning up, but it takes time and effort. It's a matter of reminding people of the obligation.
At the end of the day, when the search happens, we are reporting what the search found. I acknowledge that there are cases where the records were incomplete.