I think that we have absolutely seen that shift you've talked about in society, but I would like to assure the members of the committee that Shared Services, on behalf of the government in supplying technologies and platforms, wants to make sure there are multiple channels that function so that those who want to work online on an app or on an iPad can do that, those who want to pick up the phone can do that and those who want to walk into service centres can do that and have a modern, effective experience. We are definitely looking at all of the different channels that Canadians want to interact with the government on to make sure that there are tools that are modern and allow the departments to be able to function.
Part of the frustration that we're hearing is that the tools were old. They were end of life and they were kind of working with one hand tied behind their backs because we didn't have modern platforms that allowed them to reroute calls to where agents were available to track information. Part of what we have to do is to move more quickly to deploy these technologies but also not to think that it's one-size-fits-all and that we can do all 221 call centres at the same time.