Public Accounts Committee on Nov. 30th, 2017

[Bob Hamilton]

We're talking about public reporting here. I want to finish on that one to say that the information we provide could be accurate, but it could also be better if we provided more. I think in the area of the call centres, that's one of the things we're trying to do. We are doing it, and we're going to do better. We're going to provide a more complete picture that talks about not only if you get through, how long you will you wait, but also about the people who don't get through. I think that's what's going to make it more meaningful for people.

[David Christopherson, NDP, Hamilton Centre, ON]

Expect to come back early, because there's still a whole host of questions here.

[The Chair, Conservative, Kevin Sorenson]

Thank you very much.

I think we are looking at the calendar for May-June. That may not be enough time to do a lot of evaluation, but we'll be looking at calendars for callbacks, I'm sure.

Mr. Massé, you have five minutes.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Thank you, Mr. Chair. I must congratulate you on your French. I am always very impressed.

Mr. Commissioner, thank you for being here. This is of course a difficult report for us.

Remind me of approximately how many employees you are responsible for at the agency.

[Bob Hamilton]

We have 2,000 employees during the regular season, but that goes up to 3,000 while the T1 forms are being processed.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

That is just at the call centres?

[Bob Hamilton]

There are between 2,000 and 3,000.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

That includes the nine call centres?

[Bob Hamilton]

Yes.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Okay.

[Bob Hamilton]

In total.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

In your opinion, how many of those employees are aware of the Auditor General's report and have read it?

[Bob Hamilton]

I am not sure, but I think just about everyone is aware of the report. I sent a message to all employees to inform them of the report and of the need to make improvements and work together to offer better service to Canadians.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Very well. I think that is a very important step. Public servants often work very hard to make sure that they truly meet the objectives they are given. The report obviously highlights some very significant problems and, in my opinion, employees need to be made aware of that. You will have to make sure that they are aware of the report and read it. Sometimes just raising awareness can have a major impact.

Mr. Ferguson, do you know how many call centres the Government of Canada has and how many public servants work there?

[Michael Ferguson]

In total?

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Yes.

[Michael Ferguson]

You mean at all the call centres?

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Yes, all the call centres and all the employees who work there.

[Michael Ferguson]

No, I do not have that information. Our audit pertained to the agency's call centres only.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

Okay.

That is an important question for me. I think the federal government has many call centres across the country, with a great many public servants working there. That is why I would like to know to what extent Revenue Canada works with other departments, especially with deputy ministers, to see whether they can benefit from the services offered by other call centres. For various reasons, I think we too often work in isolation, within our own department.

For example, when we receive a report like this one from the Auditor General, we react by saying that we need new technology and additional resources in order to meet all the needs. Yet we should really have a better overview and check to see which departments offer call centre services. I am thinking of course of the 1 800 O-Canada line. That is an important call centre. In short, I wonder whether lessons can be gleaned from the other call centres.

Has that been done and, if not, will it be?

[Bob Hamilton]

That is a very important issue. We have to work with others, including Service Canada. I mentioned new technologies, but I was referring to the entire government in that regard. It is important for the agency, but it is also important for Service Canada and other departments. We are working together to implement new technologies, and to share best practices, our experience, and our shared issues.

The situation is a bit different at the agency. The type of questions we receive are sometimes more complicated. That said, we have a lot in common with the various departments and agencies. That is why we are working with deputy ministers and other people from various departments and agencies.

[Rémi Massé, Liberal, Avignon—La Mitis—Matane—Matapédia, QC]

People from the departments all talk about their very specific characteristics which make it very difficult for them to collaborate effectively with other departments and agencies. That is why I am happy to hear you say that agents with more general training would be able to answer some of the questions from Canadian taxpayers. That would be one way of drawing on the services offered by other departments.

In addition to the examples you have given, can you think of other avenues for optimization or improvement that could involve collaboration with various departments?

[Bob Hamilton]

I will ask my colleague to give you some better examples.

The new system has in fact been very important in the past year, but I think that other past examples illustrate how we have worked with other departments and agencies to share best practices.

Mr. Vermaeten, can you give us some more examples?

[The Chair, Conservative, Kevin Sorenson]

We'll let you finish this question. We're a minute over already, but go ahead, sir.

[Frank Vermaeten]

I would like to add that information is shared about the quality of our response. We are working on various avenues in this regard. We are also talking with the private sector. That is another way of finding new and better ways of working. For example, we have discussed the issue of best practices with Tangerine, which offers good service.