Citizens' complaints are due to the fact that they haven't received certain services, but those service failures don't occur in another world: they occur directly in the field. They say to try and see how it's possible to improve official languages, but they forget to ask those who offer services to citizens directly in the field, which, in their view, could improve those services. That's quite contradictory. Ultimately, that enables these people to appear to be conducting a nice evaluation, whereas they don't even take the time to speak with stakeholders on the front line.
On February 7th, 2008. See this statement in context.