I may not be with it this morning, but I am going to try to think of some examples. Take the example of a new program the government has just set up. Suppose that under this program, people who buy a hybrid car get a $1,500 rebate, sometimes even $2,000. Anglophones, with respect, know that the service is available. So because of the number of calls and the number of employees providing this service, francophones can't get through when they call and so do not have access to the service.
Are you the ones who decide whether there are enough staff to provide the service, or is it the department?