Thank you, Chair.
I'd like to pick up where Madam Shanahan was before I go to my main question.
On page 16 at 2.79, the report shows us:
The Agency's internal analysis found that, on average, in 75 percent of calls that were directed to the automated self-service system, the caller hung up before...listening to the main menu.... Furthermore, our analysis showed that 69 percent of callers who reached the system called back repeatedly until they reached an agent.
Again, you sent people to the self-service system, and 75% of the people hung up; yet, you tell us that you've been listening to what Canadians want. There's a major disconnect there in terms of what you think Canadians want and what Canadians actually want.
At some point, you have to get past this artificiality of picking these things out of I don't know where and start asking Canadians. If you were asking Canadians, you would not have a system where 75% of the people don't like what you're doing in terms of how you're providing that information. It just screams that you're not listening.
I want to go to something, though, that really concerned me. I'm going to come back to this business of the national quality and accuracy learning program, and the fact that on page 14, at 2.67....
I want to tell you that one of the biggest sins a minister can commit is to mislead the House. That is a firing offence. I'm looking at 2.67 and it says, “Overall, we found that the Canada Revenue Agency's public reporting overstated its call centres' results.” In fact, in your departmental results report of 2016-2017, you bragged about a success rate of between 87% and 90%, and that's wrong.
My first question is—and I'd like a quick answer to this—in your next report, are you going to acknowledge that you had wrong information in the previous year's report?