I'm very encouraged with what the commissioner has provided in his opening statement. Those seem to be the areas that we are concerned with. The communication aspect is very important because a lot of taxpayers are waiting for answers. The uncertainty doesn't help with the dynamics or the trust factor. The element of managing the inventory is absolutely critical. We had a graph that shows the overall change in inventory, but we also split it out into the intake and the ability to resolve cases. Those lines were converging, which suggests that you might be looking at another spike. The fact that the commissioner and the agency are going to try to deal with that is important.
When we look at the different sides and where some of these pressure points are coming from, a lot of it has to do with the information front. We have a pie chart in there that shows that, at the end of the day, a lot of times, we could have resolved these things earlier if CRA had had the information. What was the problem there? If we didn't ask for it, why did we wait before we asked? If we had the information and didn't look at it at the right time, then that suggests an awareness and training issue so that it can be looked at sooner. If we were looking for the information only when the appeal officer was looking at it, why didn't somebody ask for that kind of information earlier? There is a lot of data in there that the agency can take a look at and use to improve its services. Most of the key elements are there. We obviously haven't had time to look at each of the elements in detail, but, overall, we're quite encouraged with what we're hearing.