With due respect to the agency, it would not be my place to be prescriptive on this. However, I think the Auditor General's comment is that 9% for the completeness and accuracy of responses—I'll paraphrase that in a different way and say precision in terms of the information being provided—doesn't send the message that there's a strong commitment to quality service.
Trade-offs have to be made, whether they're in the adherence to schedule or another area. That's a question for the agency to sort out. The Auditor General's message was clear, though. To instill a culture of quality.... Effectively, changing behaviour is about what you're measuring, and sending a message that you're interested in the enhanced accuracy of responses would merit a higher score there.