Mr. Chair, that's the crux of the message that I've been trying to deliver. The services need to be built around the citizen, not built around the process. I think there's a role for us all to play. As Auditor General, we will continue to bring these things forward. The audit we've done on the Canada Revenue Agency shows that even though, as you mentioned, it may be anecdotal, it isn't just anecdotal. It shows that there are systemic issues around this.
We have another audit under way right now at the Canada Revenue Agency, looking at how they handle calls through their customer call centre. We are going to continue to look at the issue of customer service through the Canada Revenue Agency. Then, of course, there's a very important role for this committee, which we talked about earlier, and for other committees at the House of Commons and at the Senate. It is to help make sure that the departments are getting the message that they need to improve these services so that they are delivered from the point of view of the citizen.