Thank you very much, Mr. Chair.
I'll be focusing on chapter 6, “Emergency Management on Reserves”. Before I get to that, just to follow up on the online services and further proof about how important the work your office does is in paragraph 2.19, which states:
A 2010 Service Canada survey stated that 32 percent of Canadians who visited its service centres had previously used the telephone or online service delivery channels.
That means that one-third of people going to see Service Canada in person weren't able to complete what they needed to do online or by phone. That's certainly a glaring lack and certainly an area that the government and departments need to address to increase customer satisfaction.
Another one that is frankly shocking in 2013 is in paragraph 2.21. It's with reference to HRSDC:
2.21 While these improvements have resulted in 98 percent of EI applications being filed online—
—which is exceptional—
—an individual still cannot determine the status of their claim online.
Would you not think that should be something pretty simple to fix?