I think there are probably two issues. One issue is of course just the volumes they deal with and the backlogs they have. I think there is a lot of attention put on that.
The other issue, which actually was interesting and came up in a conversation with some senior bureaucrats, is that there have been a lot of policy changes in this department. They go through very frequent changes of policy, which I think is probably absorbing the senior management time and is becoming a priority rather than dealing with the service issues.
I think a discussion with the deputy minister might reveal that obviously the service management has not been the highest priority because of these other issues.