Public Accounts committee  I am going to start, and if Mr. Flack has something to add, I will give him the floor. I would just like to talk about the progress we have made in terms of accessibility to our call centres for employment insurance, for example. Thanks to the investments Mr. Flack mentioned, we

Public Accounts committee  With regard to our call centres, for example for employment insurance, 65% of the people who called us were able to use self-service without even having to talk to anyone. In this case, the accessibility rate is 100%.

Public Accounts committee  I'm happy to speak to that. I'll separate your question about quality from your question about client experience. We monitor the quality and accuracy of our agents' answers on a regular basis. We have an ongoing program of sampling. Every one of our—

Public Accounts committee  I think about 86% of the answers were found to be correct.

Public Accounts committee  I agree.

Public Accounts committee  We track a number of indicators and have very few that we report publicly—the service standards themselves. On this observation from the Auditor General, we had not been tracking callers who hung up on us, as an external reporting tool. We always tracked it internally to see wha

Public Accounts committee  We're always using best practices across a range of sectors. We set up a call improvement strategy with help from the private sector, so we're constantly testing what we measure, how we measure and how we report it.

Human Resources committee  I'd be happy to take the question, and if there's a desire for a follow-up question on the call centre audit, I'd be happy to take those questions as well. Yes, there absolutely was human error committed by my staff and me. We apologize, and we have reached out to all the organi

Human Resources committee  In all cases where we provided the incorrect amount to the MP, when we follow up to set up the agreement, we're of course using the correct amount and explaining our error. So, there should be no agreements with anyone that have the wrong amount. The error was in the information

Human Resources committee  That's exactly right, yes.

Human Resources committee  We have an approach we use within the organization of “lessons learned”, and we have already had one of those exercises on this, both to understand what factors led to the error in the first place and to make sure that we have a good approach for quality control going forward, so

Human Resources committee  I can't predict what Budget 2020 will contain, but applications for the program are certainly continuing to increase. This year we had almost 900 million requests, and the current funding for the program is on the order of $270 million. It is very clear that the number of request

Human Resources committee  If there was an error in processing, of course we apologize. The second wave is one that MPs have just been working on to confirm for applicants now. Our focus there will be to put that next wave of approved jobs up on the job bank. The third piece, which may be the piece you're

Human Resources committee  I'll just come to the process, if I could. As the applications came in, there was a real focus this year on quality jobs. For example, they were open to all youth between the ages of 15 and 30, no longer just continuing students. The quality focus this year was very much around t

Human Resources committee  If I could speak to the national results—obviously, I can't speak to an individual employer—there were 438 applications deemed ineligible. Of those, the vast majority, 207, didn't demonstrate; when we went back and said, “Could you please demonstrate that you have measures in pla