I'm going to stop you there, because I have only so much time, Mr. Hamilton. I heard in your answer that essentially there is no set service standard in the way that you have set it before. You talked about new technology. You talked about transparency. To me, this is transparent enough. There's a report here that tells you very clearly what is going wrong. Frankly, I think the most important thing you can do is set a new service standard and then work towards achieving it. Right now the service standard applies only to the calls that get through, and there are many calls that do not even get to an agent. The Auditor General points out very clearly that only one-third of calls reached an agent, based on the information available.
You talked about new technology. From your departmental action plan, I can see you have technology that will route the calls differently and will allow callers to receive more information about their wait times. But quite frankly, I am a bit confused. You said earlier that you're not surprised by the Auditor General's report and that you don't wait around for the Auditor General to issue a report before you do anything. In your action plan, however, you say you're only developing a “new approach to training and evaluating agents” in the first quarter of this fiscal year, whereas you already had this information, and you know what the lack of service has been during the past five years. It's made very clear in the Auditor General's report. In section 2.39, the Auditor General states, “we also found that other assessors had encountered similar error rates over the past five years”.
So for five years you've had information about callers not getting the right information on average 30% of the time. You say you're not surprised and that you don't wait around for the Auditor General's report, yet you're only now starting to have a “new approach to training”. How does this make any sense?