Public Accounts committee  Mr. Chair, that reference to the number of people accessing 50 or more prescriptions is a reference to a finding we made in an audit in 2004, when we followed up on observations made in 2000 and in 1997. We didn't report the absolute number of individuals in the current audit, bu

Public Accounts committee  We reported in our 2004 audit that the number had tripled from 1,000.

Public Accounts committee  Yes, but I would also like to add that in this current audit we didn't continue with that analysis. We focused predominantly on paragraph 15.69 regarding the drug utilization review.

Public Accounts committee  Processing times are one of the variables we would be expecting a department to consider as it's trying to establish a service standard. There are also other variables that departments must and do consider when they're trying to establish standards. They have to balance the cost

Public Accounts committee  When we're looking at what departments are doing to establish service standards, we would certainly be looking to see whether they have looked at whether they're looking at the qualitative aspects of service. So there are the quantitative aspects of the service and also the quali

Public Accounts committee  Mr. Chair, I can speak to a couple of examples. In the case of the Canada Revenue Agency, we note in the audit report that they did a lot of work 10 years back or so to identify what clients wanted and needed in terms of the main services they provide to Canadians. As a result o

Citizenship and Immigration committee  Mr. Chair, I'll start, and then we'll turn it over to CIC. As Mr. Ricard mentioned, the act of establishing service standards has several benefits, including increased accountability and transparency. We note this in several places in our chapter. It gives all stakeholders—the

Citizenship and Immigration committee  As Mr. Ricard mentioned, our audit didn't specifically look at that particular thing. We looked at the extent to which the department identified service standards for its major programs and services at the corporate level. The one program we looked at in a bit more detail was t

Citizenship and Immigration committee  Mr. Chair, I would just add to Mr. Ricard's statement. In our audit, we did of course scope two other departments.

Citizenship and Immigration committee  No. To echo what Mr. Ricard said, it was outside the scope of our work.

Citizenship and Immigration committee  I can only respond to that by saying that, as we note in the chapter, the department historically has been using input data processing times and output data as a way to manage performance in the absence of service standards. As we stated in the chapter, to this point they've iden

Public Accounts committee  Mr. Chair, as we note in our audit report, in the period up until 2010, the department was not collecting sufficient performance information to report on SADI's objectives and whether they were being achieved. Since 2010, yes, the department is now collecting sufficient informati

Public Accounts committee  Mr. Chair, starting in 2010-11 the department was collecting more of that performance information and including it in annual project benefits reports. Before that point in time, a lot of the information that was being collected wasn't getting at anticipated outcomes and benefits,

Public Accounts committee  No. I'll just add, Mr. Chair, that the focus of our work here, when we looked at the management regime, was—

Public Accounts committee  No, we did not.