Mr. Chair, I would have to say that the problem with the department is a lack of leadership. I say that because I firmly believe that culture is leader-driven. It's not driven by your HR. It's not driven by posters on the wall.
I think it was George Hees who used to go around the department. He had three priorities that he used to impress upon every person in the department. I think they were generosity, speed, and compassion. I regret that I can't remember them offhand.
But we need that kind of leadership. Long before I would ever support the claim that we should be putting more veterans into the department.... Veterans are very good at following orders also, and unless we break the culture so that there's a culture of compassion, so that we in fact do give the benefit of the doubt, not the balance of probabilities, and we treat them not as claimants but as applicants and pensioners, and we recognize the obligation of the people in government....
I think it's manifesting itself in the culture and leadership within the department.