I agree with you that there's a lot of room for improvement at the Canada Revenue Agency, especially since the value of the contract for its telephony system has gone from $50 million to $190 million.
In one of your statements, you said, “I am concerned that in spite of a new telephony system and other improvements, Canadians are still waiting too long to get answers to their tax questions.”
In short, you don't think that what the agency tried to do to improve the situation was successful.