I took the time and read it all. It's very hard to follow and I wonder how Mr. Khana handled it so peacefully.
Overall, it doesn't tell anything new. To me they have no procedures (even thought they sat they do), no statistics, therefore no ways of improving the process. Paul Pierre did say that manpower is one of the reasons for the slow processing (even though they kept fighting that there's no such thing), and then he said that they have somehow calculated that they have enough personnel to handle all the cases and that they are not hiring.
The funniest thing to me was that if and when there's a mistake made by an immigration officer, and then there's a motion to reopen case, the case is sent back to the same officer (in most of the cases). I wonder how would then they remedy or QA.
Also according to Paul Pierre computer systems are another reason for the delayed processing. I find this funny as well since most of us here are in IT and we know that there's no way this is a qualifying reason. Please read this for yourself, as I only bring my own interpretations and don't take responsibility for.