Indeed, only 18% of calls to the Canada Revenue Agency were answered by an agent within 15 minutes or less, which is the service standard established by the agency. The problem isn't only the number of agents available, but also the tools they use. We made a number of recommendations to improve the tools agents use so that call taking is more efficient.
I have to say that I found so many red flags about the telephony contract for the call centres, which is managed by Shared Services Canada, that I decided to start an audit on that contract's management. I hope to finish it in 2026.
However, regarding the audit that we're discussing today, our goal was to check whether the Canada Revenue Agency was providing accurate information within a reasonable time frame. We found that there were a lot of improvements to be made in terms of accuracy and timeliness.