With regard to the Canada Revenue Agency (CRA) and CRA call centre operations, broken down by fiscal year from 2015-16 to 2023-24: (a) what was, or is, the total budget for all CRA call centre operations; (b) what was, or is, the total employee count for all CRA call centre operations; (c) for each 1-800 number which Canadians can use to call the CRA, broken down by number, (i) how many calls were received, (ii) what was the average wait time or time on hold for callers to speak to a CRA call centre agent, (iii) what was the wait time service standard, (iv) what is the number of calls that were still being blocked or receiving busy signals in the manner noted in the 2017 Fall Reports of the Auditor General of Canada to the Parliament of Canada, entitled “Report 2—Call Centres—Canada Revenue Agency”; (d) for which 1-800 numbers is the call centre system able to record calls; (e) what studies have been conducted, using a random sample of CRA call centre agents from across the country, to effectively and independently measure the percentage of accurate responses provided by CRA call centre agents; and (f) for each study in (e), (i) who conducted the study, (ii) what questions were asked, (iii) what were the results, including the numbers and percentage of inaccurate responses by CRA call centre agents to each question and 1-800 number?
House of Commons Hansard #251 of the 44th Parliament, 1st Session. (The original version is on Parliament's site.) The word of the day was ukraine.