Thank you for that answer.
I have a full-time employee in my constituency office, and probably 60% to 70% of that person's time is spent working on CRA interventions. This is because people come to our counter, or they call us, and they are trying to resolve something that's happening at CRA. Although I speak for myself, I think every member of Parliament could attest to that fact. The debriefing of those situations, which I sometimes do with my staff person, exposes this problem.
I know the problems. I know it is anecdotal to talk about the Brantford member of Parliament's office, but let me tell you, this is something we see every day. We see it. My staff sees it. I use the word “customer”. In terms of the customer, the unfriendliness, the barriers that are put up—often for no good reason—the duplication of work, the many things that happen along the way, the change of a file going from one desk to another desk, these things must....
It was mentioned earlier that we're not going to point a finger, but at a certain point, we must point a finger, not at a particular individual, not at one of the senior managers, but we need to point a finger at the processes that they follow, which absolutely frustrate Canadians day after day when they're dealing with agencies.
I said in an earlier meeting that if a survey were done of Canadians who've dealt with government bureaucracy, the people who are inside government, about their issues, and how satisfied they were, what their experience was like, I suspect you would find that it's not very high, because I've seen frustration over the years. CRA is one of them. We have other ones here. We hope to study them all.
Going back to what you provided for us in your report this time, which is your message of observations since you've been in this role, and you're about halfway through your mandate, I see it as a window of opportunity. I'd like to ask you publicly, do you see this as a window of opportunity to expose, from the 30,000-foot level, the kind of cultural change that we should be driving towards in terms of government services being provided in what I call a customer-friendly way, a citizen-friendly way, versus the way it is today?