First of all, I'd like to thank you for your kind words and comments about customer service in your riding.
In terms of our obligations under the Act, we—myself included—take them very seriously. As I noted in my opening presentation, we need to make improvements in two areas. We are dealing with this two ways.
First of all, we have been told we need a better management program. We were doing things, but they were not included in an official plan. The evidence of that is that we received good ratings for customer service, employee management, workplace integration of minority groups, and so on. However, even if you asked me, I would not be in a position to present a formal report explaining and recounting every aspect of our story. We don't have one, because we have been extremely busy. Our goal was, first and foremost, to improve customer service.
As a result of the Western Hemisphere Travel Initiative and Americans' need for security, it is now necessary to have a passport to enter the United States. I must admit that our volumes increased by about 50% during that period. As a result, we had to increase our staff. The fact is that even Ms. Marquis worked at the counter and helped out providing service to our clients. At that point, the priority was serving Canadians. In terms of the paperwork, mea culpa: we didn't spend much time on it.