As you can imagine, it's a work in progress. We constantly have to emphasize the importance of client service in both official languages. At times there are problems as a result of changes, at other times as a result of a minor organizational change in Ottawa that may have consequences.
Every year, we conduct an in-depth study of our weaknesses so that we can develop action plans that will help us improve. We have put a lot of effort into active response, and we have made a change in the way we respond to clients, and that may mean we missed other opportunities to serve clients better.