Ralph Goodale on Questions Passed as Orders for Returns

With regard to the following telephone services (i) Service Canada’s (SC) “1-800 O Canada”, (ii) SC’s “Canada Pension Plan (CPP)”, (iii) SC’s “Employer Contact Centre”, SC’s “Employment Insurance (EI)”, (iv) SC’s “Old Age Security (OAS)”, (v) SC’s Passports”, (vi) Canada Revenue Agency’s (CRA) “Individual income tax and trust enquiries”, (vii) CRA’s “Business enquiries”, (viii) CRA’s “Canada Child Tax Benefit enquiries”, (ix) CRA’s “Goods and services tax/harmonized sales tax (GST/HST) credit enquiries” for the previous fiscal year and the current fiscal year to date: (a) what are the service standards and performance indicators; (b) how many calls met the service standards and performance indicators; (c) how many did not meet the service standards and performance indicators; (d) how many calls went through; (e) how many calls did not go through; (f) how does the government monitor for cases such as in (e); (g) what is the accuracy of the monitoring identified in (f); and (h) how long was the average caller on hold?