Public Accounts committee  The thinking at the time was that an agnostic service strategy was a better approach.

Public Accounts committee  Not necessarily targeting one particular service channel. It could be mail. It could be in person. It could be digital. The thinking at the time was that an agnostic approach was good. At this point we've seen all the recommendations from the OAG and we'll move to make every serv

Public Accounts committee  Yes, certainly. We introduced the concept for new technology introduction, for example, with cloud technologies and other things that were directed. We were able to actually move to more service conversations in our policy instruments—that we do not do technology for technology

Public Accounts committee  When the service strategy was issued in 2017, it was supposed to be channel agnostic. Since then we looked at the recommendations from the Auditor General and will integrate phones into the next series and issues of our June release for the digital policy and all the policy instr

Public Accounts committee  Yes, I am familiar with it.

Public Accounts committee  Correct. So what are we doing?

Public Accounts committee  We've implemented new policy instruments. For example, in April 2018 we introduced mandatory concept cases for the department so they would engage with Treasury Board Secretariat early so that we could help in the design of technological solutions and also project guidance to ens

Public Accounts committee  I was in charge of our national science and technology museums in the capital region, and I spent five years in various positions with Open Text, which is Canada's largest software company, including deploying technology in governments around the world.

Public Accounts committee  Yes.

Public Accounts committee  I'm happy that you bring the point up, and it's a great question. I'm happy to also report that we delivered a brand new science and technology museum under budget and ahead of schedule during that same tenure, and that the government funded a new collection service centre that w

Public Accounts committee  Not everything is okay—

Public Accounts committee  No, I think that has nothing to do with the question on the science and technology museum and efficiency of how we're going to deliver. I'm happy to answer questions on anything that we've done with regard to technology oversight in the last two years, which has been to actively

Public Accounts committee  Other countries have moved to digital-only service delivery. We are not those countries and we appreciate that. I think the Treasury Board policies that we're putting out, if all goes well in June, our new revised policies on services and digital, will take into account the fact

Public Accounts committee  As President Glover mentioned, we are in the middle of revising each of the remaining call centres, and I believe—not to put words in Paul's statement—that by the end of June, we'll be in a position to assess the remaining call centres and the strategies for each of them.

Public Accounts committee  Paul.