Human Resources committee  Thank you.

Human Resources committee  Higher or lower?

Human Resources committee  Thanks for clarifying those numbers; that's appreciated. Certainly we've heard about the lack of service standards from the Auditor General and through this report, and I find surprising that the departments wouldn't have metrics to measure success. Certainly it was highlighted

Human Resources committee  Just for clarification, if they stay on the line for 10 minutes but hang up, now you'll be tracking them but not until they've reached that 10-minute point?

Human Resources committee  Just really quickly since I know I'm out of time here, the AG's report said the lack of benchmarks was a problem, but you're saying you do have standards. Are those relatively easily accessed by the public, and will you commit to ensuring, maybe, the improvement of that side of i

Human Resources committee  Thank you very much, Mr. Chair. I appreciate your report, Ms. MacLean. It's good to see you here again. It's reassuring to some extent that some work is being done to address some of these concerns. However, certainly as MPs—and many of us mentioned today—we deal with our cons

Human Resources committee  Yes, thanks. I have just one last question that I didn't have an opportunity to ask earlier. You mentioned the fact that there's a lack of capacity, maybe, in some of these call centres with regard to the volume of calls. The thing in your report that really bothered me the most

Human Resources committee  Yes. I'm sorry. This is the CRA one. My apologies. I didn't make that clear.

Human Resources committee  That data was from CRA, I'm assuming. It's not that you were analyzing specific calls and—

Human Resources committee  Yes.

Human Resources committee  Okay.

Human Resources committee  That's interesting. Thank you. That's all I had.

Human Resources committee  Who's your staff?

Human Resources committee  As part of your report, you also mentioned that the Liberal government had made a commitment to upgrade the 221 call centres, but only eight have been done. Have there been any plans or a concrete strategy to complete the other 213 upgrades? You were talking about the lack of res

Human Resources committee  As part of your report, you also mentioned the request for an additional $10.8 million to be able to complete your mandate. Could you explain why you need that additional $10.8 million to do the other audits that your department has been legislated to do?