I don't believe we can speak to that. We didn't audit the intent, if there was an intent behind that to reduce the service on the phone because it would be covered through other channels. We have not audited that.
As I said earlier, when you realize that 25% of Canadians need the phone to access government for various—and very valid—reasons, and you start an audit like this one, trying to make a difference, you see how transparent or clear the service standards are so that individuals who call know what to expect in terms of service level.
You need to have service standards in place. That's one of the recommendations we made: Have standards in place so that Canadians know what to expect, and management and government know how and where to improve. That's a very important part of the audit. It's about service standards, again, from the perspective of clarity for Canadians on what to expect. Service level is not for us to determine. Whatever it is, as determined by government and by management, is fine. We're just auditing against that requirement.