I think there are lots of opportunities within the Canada Revenue Agency to improve how they provide service to Canadians. Having only about 10% of an agent's annual performance review based on the accuracy and completeness of their responses, in my mind, does not encourage a good culture in which accuracy and completeness are top of mind.
In Canada, our tax system is a voluntary one, and Canadians are expected to provide their tax returns on time, with accurate information. I think, in return, they should expect the Canada Revenue Agency to be available in a timely fashion and to provide them with accurate information. What we're seeing is that this is not the case. This was meant to be a follow-up to see whether things have improved since 2017. I would say that, if you're calling about a general question, they haven't gotten better. However, if you are calling about specific things about your account, you will get an accurate answer.
However, the My Account creation was meant to take calls away from the call centre, and a majority of the calls received by the call centre right now are trying to access My Account, so I think there are a lot of opportunities to make this more efficient for Canadian taxpayers.