It’s 39 pages but there some interesting stuff in there. Seems to come down to mismanagement with some budget subtext.
I’d personally like to see a even deeper audit internally.
Relation to head count and SLA overtime.
Misplaced priorities
Budget issues
Also to address the right wing headlines. It really isn’t what the general agents is trained for.
We found that often the accuracy and completeness of
responses were lower when non‑account-specific questions were
asked (Exhibit 7). For example, an account-specific enquiry could
relate to an error code when accessing MyAccount, checking the
status of a caller’s application for the Canada Child Benefit, or
requesting copies of documentation. Non‑account-specific enquiries
could relate to eligibility criteria, general tax matters, or obtaining
contact information for other areas of the agency.
Link to actual report: https://www.oag-bvg.gc.ca/internet/docs/parl_oag_202510_01_e.pdf
It’s 39 pages but there some interesting stuff in there. Seems to come down to mismanagement with some budget subtext.
I’d personally like to see a even deeper audit internally.
Relation to head count and SLA overtime.
Misplaced priorities
Budget issues
Also to address the right wing headlines. It really isn’t what the general agents is trained for.
Just adding further retort of what the agents are: