On the access side, we've adjusted our system to allow more people to get through. This means that the people who get through might have to wait a bit longer. Although the wait times have increased a little bit, we are seeing about 50% of people getting through. I'm not saying that's perfect or the end of the story, but it's better than the results we would have seen during the time that the Auditor General looked at it. That's something we're doing now in advance of the technology. Once the technology comes in, we'll be able to give people a sense of the wait times, and we may not get any busy signals, or very few. That will be a different world, but we're taking action now.
As for our training system, every agent gets six weeks of training when they go through. This is something we look at on a continuous basis. We check whether we're seeing any issues and whether we need to make adjustments. We have recently made significant changes that we're rolling out. As Frank mentioned, we have a new gating process for how agents get into being on the lines, as well as a new nesting function whereby they work together to improve. We are making improvements right now before the technology comes. We didn't decide after the Auditor General's report to invest in new technology—that decision was taken, it's in train, and it will arrive next year.
It's something we have to improve on. I don't think I could be clearer with the committee or in our action plan that we need to improve, and we think we have a plan to do so.