Thank you.
“When will my interest start being charged?” is a very simple question that every single CRA agent needs to be able to answer. The fact that about one in 10, or two in 10 basically just gave the wrong answer.... Within the 80% who didn't give the wrong answer, 20% may have said, “I don't know.”
These are very simple questions. I don't understand how we get here. I also don't understand how it is that we wait for these types of situations to occur, these audits to come in, before the technology transition comes into place. Why does it take the most negative results from your department in order for us to start looking at these types of changes? Whether it's on the training side, the measurement side, or the actual process side, I don't understand why it takes so long and why it takes such drastic circumstances to get here. You said you have been in for only a year, so maybe this isn't just your position, but you represent the department on everything to do with this audit at this point.
There has to be a change going forward to ensure that the department is going to be proactive in ensuring that the measurement of these results is accurate, and that it is completing and working on the same work that the Auditor General has done, so that when we come back in a year, we can take a snapshot and say, “That 84% is now 24%,” which is still high, but it's going in the right direction. Will you be able to do that for us in a year from now?