This is a department, as I think all members know, that deals with huge volumes of applications and files that have to be dealt with. In a department like that it's really important in order to manage service that there be standards set, that there be monitoring and then corrective action taken.
When we looked at the Canada Revenue Agency and HRSDC, we saw that those systems were in place and we saw evidence of where they were improving service through the monitoring they're doing.
In the case of Citizenship and Immigration Canada, we found there were only four of the major programs where they did have service standards. They have been working on this since 2007. They really need to complete that work, have the service standards across the department, do the monitoring, and then work to improve their services.