Mr. Chair, I can speak to a couple of examples.
In the case of the Canada Revenue Agency, we note in the audit report that they did a lot of work 10 years back or so to identify what clients wanted and needed in terms of the main services they provide to Canadians. As a result of that, some of the standards identified include answering the phone within two minutes, 90% of the time, when someone calls one of their 1-800 numbers. That's an example of where a department has taken into consideration what clients want.
A second quick example is from HRSDC. They heard from Canadians across the country that while the Service Canada centres are an excellent way to obtain services, often the hours the centres kept didn't allow Canadians who work during the day to get there. What HRSDC did in response to that information it was receiving from Canadians was to extend the hours of Service Canada centres. That way, it modified its services to better provide information to Canadians. Those are two examples of where departments listened to what Canadians were saying and made adjustments.