When we set out to do this audit, we were actually looking at the accuracy and timeliness of CRA's responses, but, obviously, we wanted to turn to whether or not the call centre was providing good value for money. When we looked at the contract, which started at $50 million and is now estimated to be valued at $190 million—it does represent services for three departments, so the Canada Revenue Agency is about 30% of that value—we found that invoices received very little scrutiny and, as you mentioned, Shared Services and the Canada Revenue Agency didn't verify the accuracy of what was being charged.
There were enough red flags here for me, and my inability to conclude on value for money is such that I will be starting an audit on the management of this contract, so that it will inform the future contract for call centre services that Shared Services Canada has just released.