I'll be very brief.
I think it's important to understand that immigration is a human endeavour, so while we can push a lot of stuff to technology, please don't forget that there is a human element to this. In the old days we used to have centres that people could walk into. I would submit that if you opened up some of those centres to a restricted audience who could attend there, 50% of your inquiries would drop.
My last comment would be that the call centre is a wonderful thing. It has helped a lot of people, but the problem, unfortunately, is that there's not enough information given out. If I call on behalf of my clients, it takes about four to five minutes for me to go through a process to identify myself. If you call the bank, you give them your client ID and you're in—one, two, three. Immigration actually goes through the application: is your client's address this? Is your client's telephone number this? What is your address? What is your name? And it must do this for each file. So if I have four files, I go through this four times. It's really not efficient.
Last, you can't tell the client on the phone that their application is in process; we know that. They have to be able to give more information. If that was released, and if these call centre people had more authority to give out information, your workload would drop with respect to the basic inquiries.