There are many options out there, many that are being used. Talking to a human being, an agent, is one means, but there are other tools that are currently in place.
We do refer in the report to the 25% of Canadians who prefer to do business with government by phone, so that's a reality. It's for different reasons. Some don't have access to high-speed Internet. Some have personal situations that make it easier for them to do business by phone. Twenty-five per cent still need to talk to somebody. We noted in the audit that 50% of the callers could not reach out to an agent.