Well, Mr. Julian, I'm tempted to tell you that it was magic, but I know that won't suffice.
I think criteria were applied. We looked at the demand and thought about what supply was required. Each of the departments had to then justify the resources. In this case you would expect that CBSA would have gone to the Treasury Board Secretariat, which then would have taken it to the Treasury Board, to ministers, to look at the kinds of requirements and demands there would be.
I said, in answering Mr. Lloyd, that I hoped there would be no complaints, since the agency would adapt and do a better job. I know that's not going to happen; it's not going to get to zero.
You would come to a judgment about how many complaints would require investigation and how much staff would be required to do the investigation. Then you would make sure you had enough people at the border to keep service quality high.
One thing that is required in this is for the agency to establish service standards. You really want to see the agency saying, “Here's how we will respond to your complaints.”
Mr. Sauvé, in the previous panel, talked about how many of the complaints were resolved within 30 days. That shows that the RCMP, at least, has a standard. That would be used when going to the Treasury Board for resources.