Thank you, that's a very helpful answer.
The people sitting at this table seem surprised that you waited until now to prepare an action plan on services in the two official languages. What surprises me is the critical tone of some of the comments that have been made to you. Personally, I want to commend you for doing that now. It probably would have been helpful to do it back in 1995 or 2001, but the fact remains that you are doing now, in 2010-2011.
The big boss who writes up official languages reports did not give you very high scores but, compared to others, your ratings are not that bad.
Before I ask my question, I want to thank you for the services your agency provides the residents of Ottawa—Orleans. At my riding office, we receive a lot of complaints about a number of different departments, but we have only received compliments about Passport Canada. It has happened twice that there have been complaints, but it was our office that was at fault, or should I say, I was at fault. In your case, everything is fine.
What prompted you to now prepare an official languages plan? Why didn't you do this five or ten years ago?