Yes, that's right. It is a problem. You described what you're doing, but the reality is very different, and the problem is getting worse, actually, from what I experience and what I hear. I wanted to share that with you so that you're fully up to speed on the reality on the ground versus what you've described.
The second point I wanted to make has to do with the accuracy of the information. Again, this is a challenge I often encounter in my office when I deal with constituents directly. The AG says, for example, that you have a problem with consistency, and your response is to remove the dates from the letters. Now you say you're going to be referring them to the website. But shouldn't CIC be focusing on the accuracy of the information as opposed to where they get the information from? That's the core issue.
I'm not sure that your action plan, which I've looked at, addresses this. It's not where they get the information; it's the accuracy of it. That's the frustrating part, because that's what people are looking for, and they're unable to get that information.