Mr. Chair, certainly we believe that we have to look at things from the citizen's perspective. Let me use two examples.
Last year, I talked about our appeals function, and one of the criticisms was that we weren't reporting on the time it took, from the citizen's perspective. We were counting it from the appeals branch's perspective. We took that criticism, we changed, and we now report on the time from when something comes in until it goes out. We will be changing in this regard, and we will be looking to be very transparent in reporting on all aspects.
Not only will we try to get the people who come through the queue answered in a reasonable time, whether it's two minutes or five minutes, but we will also be transparent about the number of busy signals and unanswered calls. Indeed, in the departmental results report this year, we did report on that more transparently, so we are improving and we will continue to improve and we will be taking the approach that our actions and our reporting are being viewed by the client and the customer, from the taxpayer's perspective.