Thank you, Ms. Yip.
I want to ask a very quick question, because we've heard about this idea of modernization of call centres. I think she did ask the question in terms of what all is involved in that. I don't know. Are we talking strictly IT process and information technology? When we talk of modernizing a call centre, we aren't talking about the furnishings and doing an old-fashioned renovation of the office. It's modernization. I'll quote you, Mr. Ricard. You said that they underestimated the complexity and the costs.
We're still living under the cloud of the Phoenix pay system, where the complexity and the costs were perhaps underestimated. The launch was perhaps done too quickly. All these things were part of a modernization of a pay system that really began with the Auditor General's office.
What are we talking about with a call centre? Is it the way the telephone call comes in? Is it including the online call or the online request for help? Exactly what are we referring to, Mr. Goulet or Mr. Ricard?