Public Accounts committee  Yes.

Public Accounts committee  There are all kinds of scenarios. However, as stated in the report, 25 % of Canadians want to deal with the government by phone. The report also shows that, in the case of the Employment Insurance program, 52 % of callers did not manage to speak to an agent.

Public Accounts committee  It has to do with two things, basically. We'll start with cases where the CRA has the legislative means, but doesn't do enough audit work.

Public Accounts committee  I will be short, then. In the case of taxable goods for which the CRA should conduct audits, we noted that it didn't do enough. In other cases, it simply didn't have the legislative means to collect taxes, including when goods are not taxable. In the report, we also refer to th

Public Accounts committee  It doesn't have the authority to act.

Public Accounts committee  We have no suggestion to make, because it's a political decision that is up to the government. It's not for us to set those regulations.

Public Accounts committee  There were two perspectives here. One is that there is a review being done on campaigns. The decision to go with the independent external reviewer is anchored in a dollar threshold—a $500,000 campaign goes to an external review. We are of the view, especially in these days with

Public Accounts committee  No, the only way you can manage a function like that is to adopt a new file, so you can have somebody reviewing the files, supervising the work, planning the work and demonstrating that it's being done properly.

Public Accounts committee  That is correct. Shared Services Canada launched a call centre modernization project 5 years ago, but has realized since that it would be more complicated and costly than originally planned. To this day, the organization has modernized 8 call centres, but there are still 213 for

Public Accounts committee  Recognizing that I'm kind of repeating myself, that's the message we conveyed to the agency.

Public Accounts committee  They need to do more audit work to have assurance that the values declared for the packages are accurate, and accordingly, that the taxes are aligned to the real value of the packages. They need to do more audit work to get that assurance themselves.

Public Accounts committee  Our conclusion was that officers don't always have the equipment and the training they need to protect themselves and protect the public. We're talking about hard body armour and we're talking about carbines. We refer in the report to having to do better on managing a project. W

Public Accounts committee  I'll ask Monsieur Le Goff to take you through that process.

Public Accounts committee  What Mr. Le Goff is referring to is in the auditor's report. We refer to the fact... we noted there was not enough audit work done by CBSA. We give some illustrations. I'll just use one. They've done some audit work where the declared value of the package was $800,000. When they

Public Accounts committee  We found during that audit that there are some challenges around the systems, but they're challenges about systems not talking to each other and quality assurance of what you input in the system. When, let's say during a hearing, they use that information, if the information is n