Thank you for your question.
We are very thoughtful that the active service is what really matters. I guess I would just say that the predominance of my career has been in health care. I'm very aware of how important it is for people to receive services about their health in the language of their choice. So we agree that it is the service that is fundamental.
Interestingly, we've made more progress; we're still not satisfied with where we are, but we've made more progress at actually providing the services to Canadians, so we see a significant increase there. Again, we're not saying we're where we want to be in terms of the ability to provide the service, but that is at over 50%.
Interestingly, in the place where we haven't moved, we do very well. We have one of the highest notes or marks the commissioner gave for service by e-mail. We were at 89% for service by e-mail. We were at 85% for the phone offer. We were over 50% for the actual service.
Where we still have difficulty is the “Hello, Bonjour”, and I'm absolutely in agreement with the member that it is just the beginning of the conversation. It is actually the provision of the service that is the thing that I think is most important to Canadians, and I'm happy to report to the committee that we have made some significant progress there.