Mr. Speaker, as Dr. Phil would say, “How is that going for you”?
The call centre industry that is driven by productivity has a standard of 85% occupancy. Occupancy is when an agent is actually on the phone, engaged with a phone call.
At Service Canada it has been for quite some time at 99%. The people at the other end of the phone, the clients, they are not there trying to upgrade their cable package or order a pizza. They are looking for a cheque. They want to feed their families. They want to pay their bills.
However, the mismanagement we have seen at Service Canada is denying them the money that is their money—