Those two elements you raise, I think, are part of the concerns we've seen, but there are others. I believe that many of the call centre agents don't have the tools they need to actually respond to some of the questions they receive, and we made some recommendations around improving those tools.
I do think that making the evaluation of an agent more focused on the accuracy and completeness of their responses, versus adherence to schedules, would change the approach and indicate that the culture is one where the Canada Revenue Agency should provide accurate information.
There are many facets. I trust that the 100-day plan, as well as the responses to our recommendations, can only improve the situation for individuals trying to call the Canada Revenue Agency.