Indeed, the accuracy of the information provided accounts for less than 10% of the agents' performance appraisals. I don't think that fosters an environment conducive to delivering quality services.
I understand the frustration of Canadians who call the Canada Revenue Agency and wait a long time. In a system where taxpayers are responsible for submitting accurate information on their tax return and sending it in on time, they should be able to reach the Canada Revenue Agency and get accurate information within a reasonable time frame.
That means that there's a lot of room for improvement at the agency.