I have to tell you, that sounds more like a sales job than an answer. This is not going well. I don't know who told you this was the approach to take, but with an audit like this, the first thing you ought to be doing, sir, is acknowledging the abysmal results of the department you're responsible for.
I want to go back to the Auditor General's opening comments when he presented the overall report. This is one of the chapters. The Auditor General said just last week that he was hoping to talk about something other than results for citizens. He said he keeps delivering the same message that the government does not understand its results from the citizens' perspective.
Then we go to page 16 of the Auditor General's report, the middle of paragraph 2.78, which states, “If the Agency had reported on access to its call centre...from a taxpayer’s perspective....” I want to hear what part of “taxpayer's perspective” you're not getting. All you're doing is telling me all the measurements you're doing within and how everything is going to be fine, and the starting point is the Auditor General saying that this government overall is not getting the message that services start with the citizen. This report clearly says that your department, your agency, didn't do that.
Talk to me about the Auditor General's comments that the government is failing in this regard and the fact that he used those actual words, “from a taxpayer's perspective”, in this terrible audit of your agency.