I'll speak to two elements that we noted during the audit: one is the technology side.
As you mentioned, Shared Services Canada has a project where, out of 221 call centres, they've upgraded, modernized, eight of them. For the 213 remaining ones, there's no plan in place yet.
The technology brings some limits. That's why there's a modernization project. Improving the technology will help, but you also need service standards. With the technology that you have—a better one, more people, fewer people—you need to define the service level you're trying to achieve. It would be important to establish that, after consulting with Canadians, and to be transparent on the service level you're offering, so that Canadians know what to expect when they call the agents.